What is good customer service? Why should the saying "the customer is always right" apply sometimes?
We've all experienced situations where a company has made our lives easier and more pleasant and this is a prime example of good customer service in action. But what does good customer service mean for businesses? And is it really true that the customer is always right?
What is good customer service?
Good customer service means helping customers resolve their problems quickly, respectfully, and effectively. The textbook definition is straightforward: meet or exceed customer expectations. However, this places a significant mental burden on front-line staff and, by extension, the company providing the service. Individuals with strong customer service skills—such as empathy, patience, and communication—can often turn a problem into a positive experience. To do this successfully, they need support from management, not just material resources or compensation. Often, well-established internal processes, the right tools, and sufficient breaks for staff are all that's needed.
Examples of good customer service:
Customer service at a fishing tackle shop involves friendly and helpful staff who make returns and exchanges easy. It’s not always possible to know how a rod or reel will work in-store rather than by the water.
- Customer service from a food delivery company includes quick support responses that smoothly handle subscription or delivery issues.
- Customer service from an online invoicing system features clear communication and a transparent history to help customers promptly resolve billing or accounting issues.
Customer service from Deskhero serves as a great example of combining technology and empathy. Deskhero helps businesses efficiently respond to customer emails while maintaining a personal and friendly approach through AI that learns from your data.
These examples illustrate that attention, speed, and precision are more important than the size of the company or budget.
What does good customer service mean to you?
For some, it means quick responses; for others, it's the feeling of speaking to a real person who cares. No matter your answer, good customer service is rooted in listening, honesty, and respect.
Is the customer always right?
The phrase "the customer is always right" originates from merchant Harry Gordon Selfridge and was intended to encourage employees to prioritize customer satisfaction. However, it often turns out that the customer isn't always correct—sometimes, their requests aren't fair or reasonable, yet we still need to address them.
The original version of this famous quote was, "The customer is always right when it comes to taste." In other words, people know what they like—and that's worth considering when dealing with more demanding customers.
Regardless of your stance, it’s clear that you can't avoid customers unless you want to completely ruin your business. Utilize the best tools available to make the process easier. Because even when a customer might not be right, they always deserve to be treated well.
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