How to Provide Great Customer Service, Part Five

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Part four of this dealt with the occasional situations where the customer is clearly wrong. In all other cases, the customer should be treated as if they are always right. There are times when store policy says that items can’t be refunded. Sometimes this puts the customer in a losing situation. It is times like these when employees should be empowered to take care of the customer’s needs even when it is clearly not the store’s policy to do so. One situation that comes to mind is when I purchased a battery for a cell phone. The battery was the wrong one for the cell phone. Store policy said that I could get a refund or exchange within thirty days if I had my receipt. Well, I had my receipt but could not get back to the store during their limited opening hours. About forty –five days after my purchase I went back to the store with my receipt. It was the store’s fault that they had sold me the wrong battery. The store’s limited hours prevented me from being able to return the battery. I tried to return the battery and was told “no refund.” The store won because they got to keep my $30. Now, I only shop at that store if there is no alternative for finding what I need in my small town. The customer is always right.

Disclaimer
The opinions or advice listed in this blog or website should be used as a place to start only. It is not a substitute for the use of a professional.
Please be sure to consult your attorney and/or accountant with any specific questions.
There is no one right answer to any business question that will cover all circumstances.
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