Remember, when it comes to your company and its products and services, you have more knowledge and experience than most of your customers. It would be easy to feel superior and maybe even display a superior attitude when customers say things you know are wrong.

But that's not the way to foster good relations with people. You need to use tact and diplomacy when you tell a customer that he or she is mistaken. Above all, avoid anything that will lead to an argument if your customers are upset. Listen to what they have to say. Be sympathetic. Don't point out where they're wrong just yet; remain calm and let them vent a little steam.

When they've calmed down, show them that you understand their point of view. Let them know you don't blame them for feeling the way they do. Make it clear that you're on their side.

Then and only then, give them the facts. Be tactful. Apologize for not explaining it clearly the first time. Don't say they're wrong. This implies that they're uninformed or ignorant. Focus on positive solutions and show that your only aim is to clear up a misunderstanding. Try this:

• Restate the problem clearly

• Present the options

• Offer a trade or compromise

• Repeat

So, the customer is "not always right," but the customer is still the customer, and they vote with their feet-the can walk out of your business.  Remember the tips in this article and you will win over your customers, every time-and who knows, they may even see that you are right.