Perception is one of the biggest hurdles when dealing with customers. Our customers see things differently based on their viewpoint or experiences, and their perception becomes hard to change.
The customer’s perception also dictates whether they think they are getting good customer service. While the old adage ‘The customer is always right’ can’t be taken literally, if you approach their perception as if it is true (i.e. that they are right), you will be in a better position to deal with it.