usayit
No longer a newbie, moving up!
- Joined
- Nov 15, 2003
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- 9,521
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On the flip side, though, my experience has proven to me that far too many people lack the ability to dig their heels in and say "Nope, you're just wrong" when it's warranted
Steve,
Absolutely. A skillful person in communications could inform the customer that they are wrong without placing them into a defensive position. I agree... the customer is not always right.
As I write this response, I could have easily responded with
Steve,
You are WRONG. You should never tell the customer is wrong. You should lead them to a conclusion that compliments your position. Its elementary customer relationship skills that a person of your experience should already know.
Take either as my real response... I'll let you decide.