If I asked you this question on an interview. Is the Customer always right ? What would you say?

I'd say no. There is a point when a company and an employee have to stand up for their integrity.

A customer should always be treated with respect and appreciation, however, there are times when ridiculous demands are being made, and that's where a person or a company has the right (the obligation) to say no to a customer.

I would never work for a company that would allow me, another employee, or the company to be trashed by a customer.

When I have stood up to unreasonable demands, the interesting thing is that the customer (almost) always ends up respecting you for it. You don't lose their business.

No they aren't always right. However, everything possible will be done to satisfy said customer.

The customer is wrong about 1/3 of the time, but smart business people try to make the situation right. Studies have shown that changing an unhappy customer to a happy customer will tell more people about their experience that customers you made happy the first time.

Yes, there are cases where some shoppers are dishonest and a few customers unrealistic about their expectations. However, most decisions should be based on the lifetime value of the customer. For the few really bad customers, tell them nicely you don't seem to make them happy and refer them to your competition.

The saying, "the customer is always right" really means that you will be more successful if you give your customers what they need or want. You want them to be satisfied and recommend you to their friends and family. That's the source of successful referrals. As a purely practical mattert, a happy customer will recommend you to two or three people, an unhappy customer will bad mouth you to 10 or 15 others. Go with the odds for success.
That's not to say that you have to put up with "customers" who are dishonest and trying to rip you off. Many steal merchandise and them try to fence it back to the store for a refund. It's always wise for a business to have processes and procedures in place, and data on customer purchases to flush out individuals who repeatedly try to get something for nothing.
I once, owned a grocery store. I had a customer who would come in wearing a long coat and steal expensive food items. When I caught her cold and confronted her, she got indignant and shouted that she wouldn't shop at my store anymore. I told her, "that's fine with me since I cant afford to have you as a customer." I advised my staff that she not be allowed in the store anymore and that they needn't feel obligated to take her abuse and illegal behavior. I would stand behind them. There are, in fact, some "would be" customers are more trouble than they are worth.
On a positive note, it is critical that you look at complaints as "opportunities" to solve customer problems. If you are not open to criticism or complaints, you will miss this chance to retain a customer, get referrals and profit from their business for years to come. Fed Ex used to stress to its delivery people that a customer is worth much more than the current sale. The customer should really be looked at as a long term accout worth tens or hundreds of thousands of dollars. Fed Ex highlighted the role of it drivers as the most important direct / person to person contact and account representative critical to Fed Ex's future success. And keeping a current customer is a lot cheaper than trying to find new ones. If you don't welcome complaints as opportunities, your customers won't feel comfortable sharing their concerns with you. They will just shop somewhere else instead. The end result is you lost a customer.
Bottom line: focus on the customer but protect your business from those who try to defraud you.
Good Luck!

I am a little egotistical and would have trouble saying yes. I would say that the customer should be satisfied when he leaves the door, if there is any way possible to accomplish that. Word of mouth is so important to a business that one should do everything possible to make a customer happy. Some people are not going to be happy no matter what you do. In those cases, look at it as a damage control issue.

i would say that, even though the customer is wrong, i will always treat them as they are correct.

That is true, most of the time, it depends on what type of advise they are seeking, is it technical? Don't want to steer your customer wrong but you also do not wan't to start an arguement either.

nobody is ALWAYS right!

Yes, the customer is always right! But, in some instances where cash is involved, if the customer claims to have given you a lot more money then they actually did and it can not be proved at the moment, simply ask for a telephone number and their name so they can be notified after a reading and count has been done. If the drawer comes up over the amount the customer claims then you will be glad to return it to them. This is what I was always taught when it came to being a cashier, anyway.

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