March 19 • Cultural Insight

Client's Day

The power of the purse. This is a study in the ethics of service. This lesson explores the toxic mantra the customer is always right and how the rise of review culture has turned every client into a potential executioner of a business's reputation.

Speaking Discussion

Is the customer actually always right, or is that rule an excuse for abusive behavior?
How has the ability to review everything changed the way we behave in restaurants and shops?
Should businesses be allowed to review the customer? (Like Uber/Airbnb for everyone).
Why is customer service considered a low-Skill job when it requires extreme emotional intelligence and patience?
What is the most karen moment you have ever witnessed? Who was actually in the wrong?

Activity 1: The Crisis Manager

The Task: A customer is screaming in your lobby because their coffee was too hot. You have 2 minutes to de-escalate the situation without giving them a refund or firing your staff. What words do you use? Explain your strategy.

Activity 2: Rapid Fire Debate

Justify these statements: 1. 'Anonymous reviews should be illegal.' 2. 'A business has the right to refuse service to anyone for any reason.' 3. 'Tips are a form of bribery, not a reward for service.'

Key Vocabulary

Reputation (N) The beliefs or opinions that are generally held about someone or something.
Revenue (N) Income, especially when of a company or organisation.
De-escalate (V) Reduce the intensity of (a conflict or potentially violent situation).
Intelligence (N) The ability to acquire and apply knowledge and skills; also, emotional understanding.
Abusive (Adj) Extremely offensive and insulting.

Fluency Catalyst

Native Phrase: When discussing impact, use: "The customer is always right."

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