Leader comment: Customer is always right (even when wrong)
With that in mind, it is baffling that any shops, from the corner of the street to multi-national retailers, can deliver bad service. But in a survey we publish today, consumers make it clear they are very unhappy with treatment by certain retailers.
It is apparent that some have a long way to go to reach the level they should be at, and fall down on basic levels of service. They should, in fact, be taking customer service to a further level: satisfactorily resolving matters which go wrong.
No-one expects 100 per cent perfection every time, but good service should not just be about getting it right first time. A customer who knows a problem will be taken seriously, and fixed, is a happy shopper, who will come back. Simple. But for some retailers, this common sense strategy remains a mystery – for which they pay a price.