The Customer is Usually Wrong!

by Fred E. Jandt

Emphasizing the use of win-win negotiation skills, this revolutionary book explains why the popular adage "The customer is always right", has failed. Includes a frank discussion of customer... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 157112067X
• ISBN13: 9781571120670
• Release Date: January 1994
• Publisher: Park Avenue Productions
• Length: 211 Pages
• Weight: 0.66 lbs.
• Dimensions: 0.7" x 6.2" x 9.2"

Customer Reviews

Excellent. A must read for any customer service professional

We know the customer is not always right, but how do you tell him/her that and retain the business? This author offers excellent advice on the company's responsibility in creating and managing customer expectations, and negotiating successful resolutions when the customer expects more than you ever promised. Understanding where and how misconceptions can develop and how to redirect has helped our reps successfully resolve misunderstandings while leaving our customers with their dignity.