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Leaders & Futures
Welcome… to Leaders and Futures! This podcast is about leading as futures emerge, are yet to be realized, or plainly…need to be reimagined. Someone has said that “The best way to predict the future is to create it.” Although it’s impossible to predict the future, one thing is certain: You must lead in it! It’s time to think differently about leading. Join us!
Leaders & Futures
Is the Customer ALWAYS Right?!
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Dr. Jose LugoSantiago and Ret. Chief Bob Vasquez
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Season 7
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Episode 27
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Chief Vásquez and Dr Lugo discuss the topic of whether the customer is always right, sharing personal experiences and perspectives on customer service. Chief recounts a recent incident at a restaurant where a customer was difficult, and praised the employee, Anna, for her professionalism. Dr Lugo explains that the customer defines quality through their requirements and expectations, and that businesses must understand and meet these to satisfy the customer. Is the customer ALWAYS right? Maybe. Maybe not! But the customer is ALWAYS the customer!
