Business in the market place uses this philosophy to ensure its staff have the right customer relationship which helps to maintains good customer relations and retain the customer.

It is important to understand the phrase, “The customer is always right” does not mean the customer is always right. It means the customer should always be treated as they are always right. Customer management is an important part of customer retention, the customer no bad-mouthing the business and the business maintaining its market share.

In total contrast, public service, captive market, government direct service provision, especially the Department of Human Services, Disability Services, Victoria, has a reactive management culture of, “The Customer is Always Wrong”. This state government clearly demonstrates it has no reason for customers or customer service – See the next LISA Forum item, entitled, “Yes Prime Minister!”

Avoid Bad Customer Service