The Customer Is Usually Wrong
IN THIS SUMMARY
The Customer Is Usually Wrong doesn’t blame less than satisfactory service on the customer, but instead thinks an organization must determine what customers believe its service to be; create expectations of what the service is; and negotiate with customers to redefine their expectations if they are unrealistic. It removes the assumption that if the customer is always right, then the service provider is always wrong. When a customer’s expectations are satisfactorily met at a mutually acceptable price, both the organization and the customer have won. Jandt provides a general framework for leaders in every type of service organization to begin a proactive reassessment of the theory and practice of customer service.