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March 29, 2019

Is the customer wrong? - What to do in this situation

Is the customer wrong? - What to do in this situation

the customer is wrong

“The customer is always right”, this is one of the phrases that we hear over and over again. However, and despite being a good guiding principle, the client is not always right. What should we do then when we are faced with a situation where the customer is wrong?

It is important to explain to the client that a certain strategy may not be the best and that, contrary to expectations, it will not produce the desired results. The truth is that any communication professional is hired to achieve results. If this does not happen, the customer will not be satisfied and therefore it is extremely important to state our point of view so that, subsequently, we cannot be held responsible for the absence of results.

The communications professional must function as an advisor. It is important to explain why a particular strategy is likely to not work. However, when we do, we must be sure about what we are saying. Otherwise, the customer may lose all confidence in our capabilities.

Customer management is a more complex process than it may initially appear. Expectation management is not always easy to manage. At the end of the day, the important thing is to create a relationship of trust with the customer and ensure that the customer is satisfied with the services provided to him.


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