Aside from the fact that corporate CEOs were looking for a cheaper place to conduct business, they also know that “The customer is always right” is not an axiom that those people are familiar with. Look at every single difficult conversation you have been forced to endure with someone from Bangalore or Manilla. Its not that you do not understand their “English is my 4th language” accents that create the language barrier. Its a language barrier of ideologies. These people have absolutely no qualms with telling you NO, your wrong. Compare that to someone native to the US or even canada for that matter. You express even an unreasonable concern, and the Western world CSR will try to figure out how to obtain a happy medium for what the customer wants and what is in corporate best interests.

So, On the notion of “the customer is NOT always right” is infinitely worse than the notion of the customer is always right. Because with the Customer is always right you get a happier customer who will be more willing to part with their money, which will make the corporation happy, plus you get to give those unhappy employees who do not want to deal with customers the opportunity for jobs. If your not able to tolerate dealing with irrational and irate customers, you know what? its not the right job for you. Find another one, Dont give the corporation the justification it needs to ship the job elsewhere and screw over someone else who might have had better interpersonal skills to be able to handle the job.

Companies have a right to refuse business to anyone (even if it is detrimental to business). The point of this article is companies *should* refuse to do business with customers that are unprofitable.