Interview Question Is The Customer Always Right
Ever been asked that classic interview question? You know the one. The one that hangs in the air like a forgotten piece of toast. "Is the customer always right?"
It's a real doozy. It's designed to trip you up. To see if you're a go-getter. A team player. Or maybe just someone who can nod sagely and sound like they've read the entire Customer Service Bible.
Most people, bless their hearts, jump right in. "Oh yes! Absolutely! The customer is king!" They beam. They nod. They probably have a little imaginary crown perched on their head. They're picturing themselves as some kind of customer-whispering guru. A guru who can defuse any situation with a perfectly timed, "I completely understand your frustration!"
And you know what? That's a great attitude to have. For the most part. For the vast majority of situations. Because, let's be honest, most customers just want a decent product and a smile. They want to feel heard. They want their problem sorted. And if you can do that, you're golden. You're practically a superhero in khakis.
But let's get real for a sec. Let's peek behind the curtain of customer service perfection. Let's talk about the other kind of customer. The customer who, shall we say, is having a moment. A very, very, very extended moment.
These are the customers who want to return a half-eaten sandwich. The ones who demand a refund because the sky was the "wrong shade of blue" that day. The ones who complain that the music in the store is "too happy." Yes, I've heard it all. And I suspect, if you've worked in customer-facing roles, you have too.
Now, my unpopular opinion. And I'm willing to risk it. The customer is not always right. There. I said it. Gasp!
Think about it. If a customer wants to return a sweater they've clearly worn to three weddings and a funeral, is the customer right to demand a full refund? Probably not. If a customer is being downright abusive to a cashier who is just trying to do their job, is that customer right? Absolutely not.
Sometimes, the customer is just… wrong. Gloriously, spectacularly wrong. They've misunderstood. They've made a mistake. Or, and this is a big one, they're just trying to pull a fast one. We've all seen it. The person trying to swap a used item for a new one. The one trying to get a discount by inventing a phantom problem.
In those moments, when the customer is clearly in the wrong universe of reason, what do you do? Do you still parrot the mantra? "The customer is always right!" Does that make sense when they're demanding you personally repaint their house because the local pizza place was out of their favorite topping?
This is where the interview question gets tricky. They're not just asking about your ability to handle complaints. They're asking about your judgment. Your ability to think critically. And, dare I say it, your sanity.
A good answer isn't just a blind "yes." It's a nuanced "yes, but..." It's acknowledging the importance of customer satisfaction. It's understanding that a happy customer is a returning customer. But it's also about knowing when to draw a line. When to be firm. When to say, politely but firmly, "I understand your concern, however..."
It's about protecting your team. It's about protecting your business. And sometimes, it's about protecting yourself from sheer, unadulterated absurdity. Because let's face it, some demands are so far-fetched, so utterly ridiculous, that agreeing with them would be like agreeing that the moon is made of cheese. Delicious, delicious cheese, but still not right.
So, when that interview question pops up, take a breath. Don't panic. Smile. And remember that while we strive for excellent customer service, there's a vast difference between a reasonable request and a trip to the twilight zone. And sometimes, just sometimes, the customer is spectacularly, hilariously, undeniably wrong. And that's okay. We've all been there. We've all had those moments. And the best customer service professionals know how to navigate them with grace, humor, and a healthy dose of common sense.