Companies usually take a "customer is always right" Maxim as the main prerequisite for the provision of quality services. A careful study of the behavior of consumers, however, shows that customers are not only wrong, but grossly unfair. Unfair clients take advantage of "always right", claiming undue benefits and compensation, adversely affecting companies and, in some cases, employees and other customers. Companies can actually enhance their ability to provide quality services to deal effectively with customers in default. "Hide
by Leonard L. Berry, Kathleen Seiders Source: Business Horizons 9 pages. Publication Date: January 1, 2008. Prod. #: BH261-PDF-ENG
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