The Customer is Always Right: Exploring Modern Customer Service

1. Blame it all on: Mr. Selfridge

He was the first person to write the phrase: "The customer is always right." He always thought that the customer always has to win.

2. Empty vs Full Words: Sarah Hatter

Sarah Hatter talks about achieving the best customer communication by first taking care of your daily basis, curating your language, removing robotic and empty words, and adding more sincere and human "full" words.

• Empty words: feedback, issue, we don't
• Full words: Thank you, really sorry, great idea

3. The New Times

This section discusses why customer service in hospitality is everything. The days when customers were happy only to receive thanks are gone. We have to take into account the level of customer satisfaction to provide the best customer service.

4. The Thank You Economy

This section emphasizes the importance of customer feedback. By sharing their experiences, customers can help businesses improve.

5. Body Language in Different Cultures

Body language is a language with no words and with multiple interpretations around the world.

• It is the rich layer of mostly subconscious communications.
• Albert Mehrabian says that 7% of the message is presented through words, 38% through vocal elements, and 55% through nonverbal elements (gestures, postures, faces).

6. Building a Team of Leaders: Jeff Vincen

This section discusses the perception of customer service. In the past, people didn't view it with the importance it truly has. Jeff Vincen mentions that customer service is not the "sexiest" function in any startup team. However, he emphasizes that its most important function is to support the growth of the company, which means being able to succeed in every area. Working closely with the customer is the only way to achieve this.

7. Vivre Hotels (Big and Little Stuff)

California's largest boutique hotel company, Vivre Hotels, emphasizes the importance of great customer service in building customer loyalty. They discuss their process from the moment a guest arrives at the boutique hotel, aiming to create the most personalized experience possible while always thinking of their customers.

8. Irate & Abusive Customers

This section addresses how to handle irate or abusive customers and whether businesses are obligated to respond to them. The text suggests that the best way to avoid such situations is to plan in advance what the support team will accept and what they won't. Ensure they are empowered to diffuse or shut down any inappropriate communication.