Should you tell the customer if he/she is at fault?

The correct answer to this question is False. Almost everyone has had a customer service job at some point in life. One of the first things that are taught when beginning a customer service job is that the customer is always right. This mantra is repeated very often by managers and fellow employees alike.

Although a customer may very well be wrong, it is not friendly to undermine or condescend them. Even if they are at fault, the customer service representative should still help the customer by finding a resolution and ensuring they leave with a positive experience. This helps the business maintain customers and their profits.