Learn the basics of customer relations to improve your customer experience, raise profits, and boost your brand’s credibility.
"Interactions between companies and customers don’t always go as planned. The concept of fairness—how to define it, how to embody it— can be pivotal in whether your relationship with the customer emerges unscathed, or survives at all, after some kind of conflict.
When we think about being fair, it’s crucial to keep this goal in mind: always advancing our respectful understanding of our customers as human beings.
Zendesk worked with economist Dr Tony Hockley, of the London School of Economics & Political Science (LSE), in search of any light that the field of behavioral economics might shed on how fairness works in customer service. “Relationships built on rights alone, without trust or other emotional bonds, can quickly descend into a battle to ‘win’ a narrow point of principle” Hockley observes in his research paper “Fairness in the Customer Relationship.”
The old adage “the customer is always right” has been popular since at least 1914. These days, however, it lacks the nuance to help organisations navigate the contemporary customer-service landscape. Here are some insights into the complex world of customers and fairness."
