Lexus Archives - Shep Hyken | Customer Service Expert

Argument with Customer

There is an old customer service saying that has to do with whenever someone disagrees with a customer:

You’re not trying to win an argument. You’re trying to win a customer.

You really can’t win an argument with a customer. It’s not that the customer is always right. They aren’t. If you’ve followed my work, you know that I believe the customer is not always right. So, how can you let them always win an argument? First, don’t get into the argument, to begin with. Sure, you can win the argument, but you lose the customer. But, what you can always do is be respectful. You can let the customer keep their dignity. You can agree to disagree. You can work toward a mutually agreed upon solution. In short, you win the customer, not the argument. (more…)

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Argument with Customer

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