I had a phone interview yesterday, and the interviewer seemed to like me and asked that I call her back on Fri. to set up a face-face interview. She prefaced me by telling that the majority of the interview will based on this one question..."Is the customer always right? If not, how do you handle it?" I'm trying to get as many opinions as humanly possible. I'm pretty confident in my answer, but it's always good to hear it from different points of view. So I ask you, mnsubaru, is the customer always right? If not, how do you handle it? *Interviewing for a marketing/advertising position, so in this case customer=client...not like a customer at Best Buy complaining about something!
I have dealt with this plenty of times in my retail life..and my help desk career...it's a matter of questioning is it the right solution for the customer...if its something thats going to do more harm than good for them...then you gotta call them out on it..its your responsibility for their safety and for your job security lol
They're right. Right up until they're wrong. Then: [YOUTUBE]<object width="425" height="344"><param name="movie" value="http://www.youtube.com/v/xnPpAaN9otE&hl=en&fs=1"></param><param name="allowFullScreen" value="true"></param><embed src="http://www.youtube.com/v/xnPpAaN9otE&hl=en&fs=1" type="application/x-shockwave-flash" allowfullscreen="true" width="425" height="344"></embed></object>[/YOUTUBE] or [YOUTUBE]<object width="425" height="344"><param name="movie" value="http://www.youtube.com/v/NDAWmEdubkM&hl=en&fs=1"></param><param name="allowFullScreen" value="true"></param><embed src="http://www.youtube.com/v/NDAWmEdubkM&hl=en&fs=1" type="application/x-shockwave-flash" allowfullscreen="true" width="425" height="344"></embed></object>[/YOUTUBE]
Frick no the customer is not always right! From time to time we bend the policys to meet a customers needs/wants. But there is a line that needs to be drawn.
the customer must feel their feelings are valid, they are clients and you are selling to them, and they are not right if they feel they do not need your product, that is why you must over come their objections, this is when you know there are instences when the customer, at least from your perspective is not right, they NEED your product. Customers may have misscomunicated to you or you to them, in this instance they should feel corect that they had been missunderstood in objections to product sold, or quality concerns the customer is right. They have bought it and took the product and if they are unsatisfied they may be correct, they may need training in the use of your product or the aplication of the product to maybe better satisfy them. Only after this has been exhausted do you offer compensation to the customer. So as far as the customer is concerned they are allways right, but it will take effort on your part to make them feel like they are right and to create a win/win situation.
I'm looking for more on an explanation here rather than just yes or no Think of it in terms of a client asking wanting you to do something that you know won't work very well.
Man, I hate interviews. So contrived. I’m glad we have a performance based probation period at my work. The customer definitely is NOT always right, but considering your line of work, the interviewer probably wants to hear: “The client should always be made to feel they are right, or in the very least, that I’m here to work with them and not against them. I understand that in this line of work, building a relationship with the client starts with trust and honesty. I am upfront and honest. If a disgruntled customer thinks I am at fault, I’ll check my ego at the door and hear them out. I am responsible for my actions and want to be held accountable for my mistakes so that I can learn from them. That said, if the client is indeed “wrong,” I do not want to waste company time or resources just to appease them. I also don't want to recommend a solution (in this case, their solution) that won't work for them. Rather, I would work towards explaining company policy and typical protocol so they can better understand how we operate. Beyond that, knowing I have done everything I can to help clear any misunderstanding, if the client is still not satisfied with the way I handled the situation, I would consult my supervisor.” Another approach that shows that you are a thoughtful candidate and interested in the company: “I assume you want to talk about difficult situations and how I would handle angry customers? Well, I think that a client should always be made to feel like they are right. I know that when I call a company or service with a complaint, I just want to be heard and want to clear up any confusion as to why things are going awry. I would extend that same courtesy to my clients. I hate to be so vague. Can you give me a specific example of a difficult situation I may encounter at this job? Maybe I can give you a more precise answer.” Interviewer gives you a specific scenario. You give a concise answer. Once they’re satisfied with what you’ve said, ask the interviewer “by the way, what is company policy for a situation like this?” ---------------- So what’s your answer, Mark? Congrats on the phone interview and good luck with the one Friday!
That's a very good way of explaining it! So, what you're saying is if you're the role of the customer, you're right. If you're the role of the provider of said product/service, then the customer can be wrong but being in that role you have to make them feel right!
I left my answer out so I could get unbiased answers. I didn't want people just agreeing or disagreeing with me. But the jist of my answer is that a client can be wrong, but should never feel like they are wrong. Any ideas they bring to the table are appreciated and will be taken into account. In an initial meeting with a client, I would like to hear more than just ideas of what you want to do...I want to hear what is your end goal in mind. Do you want to raise awareness, do you want to jump start sales, do you want to introduce a new product...what do you want to do? After having an understanding of the objective, then we can look at steps as to how to get there. This is the time to share ideas if they have them. Their ideas could suck balls, but always listen to them!!!!! You can then take these ideas and (if they do suck) integrate your own ideas in with them. Be honest with the client and share with them the modifications you made, why you made them, and how it betters the program.
Knock em'Dead If you have time then go to the library and check out this valuable book. http://www.amazon.com/Knock-Dead-2004-Interview-Strategies/dp/1580629385/ref=sr_1_12?ie=UTF8&s=books&qid=1224089234&sr=8-12 Helped me land my current job and made interviewing alot easier.
my 2 cents the idea that the customer is always right is the kind of moronic thinking that allow people to win mindless lawsuits such as i burnt myself with your coffee cause i didnt know the steam coming out of it meant it was scolding hot..and im too dumb to see that the cup says caution; hot! i also know a girl who sued mayo clinic because she got blood clots from smoking while on the pill.....also common knowledge that its a no no. but there she sits loaded with moneys from an idiotic lawsuit.
Don't feel bad. At least that question relates to the job. I heard somewhere once that some large tech company used to ask interviewees how M&M applied the colored coating on their candy so evenly and consistently. That, or they'd ask them why man-holes (sewer) are round.
Sheen and Putz hit the preverbial nail on the head. In sales, that may entail acknowledging their objections, and then answering them. At no point should they feel belittled or flat out wrong. On the other hand, there are times when customers may try to take advantage of your system, and that is where you draw the line. These customers are indeed wrong. Say they are trying to return something well after the deadline set by your company. Like someone trying to return something to Best Buy after 30 days or whatever their policy is. These rules are in place for a reason and should not be flexible. There are plenty of other times when a customer may be wrong, but their idea, from there point of view is not unreasonable. Your job as a rep or salesman is to get them to see the correct line of thought without pissing them off. The true definition of sales is the transference of ideas or feelings.
