There’s an old expression that says ‘the customer is always right’. Is it true? Of course not. Customers get it wrong all the time and sometimes that can be to the detriment of you and your organisation. On those occasions you need to know how to react.
When my son was at university, during weekends and holidays he worked for a well-known retailer that offered a fantastic 16-day money-back deal if you are not completely satisfied with the products. We had many conversations about customers bringing things back outside the 16-day policy and asking for a refund. There’s nothing wrong with the product, they just changed their minds and left it ...
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