Investigation of Language and Attitudes on the Phrase "The Customer is Always Right" A Motto Endorsed by Employers to Employees in the Public Sphere

Abstract

In both the public and private employment sectors, locally and globally, the slogan "The customer is always right" has achieved a prominent position in service delivery, influencing interactions between staff and clients. Consequently, this phrase has the potential to undermine workers' credibility and may negatively impact their reputation when providing customer assistance. This dynamic often leads to overlooked errors stemming from the assertion that "the customer is always right." Therefore, this article examines employees' perspectives on this slogan. It aims to thoroughly investigate any inequalities and instances of workplace sabotage that this phrase may inadvertently promote. An in-depth examination of disparities and negative sentiments among staff is warranted. Additionally, this article aims to employ an exploratory research methodology as a suitable framework to address the challenges that employees encounter in their daily interactions with customers. Ultimately, the multimodal theory will serve as the foundation for this article, guiding the development of responses to the difficulties personnel encounter. A review of related studies and their presentation will enhance this article, with the contributions to be published in the banking sector newsletter. Finally, findings advocating for equality will also be disseminated to bank management personnel and translated into nearly all 12 official languages of the nation.