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Customer dies/moves away Customer influenced by friends Customer lured away by competitions

4% 5% 9%

Customer dissatisfied with product quality 14% Customer turned away by an attitude of indifference on part of service provider.

68%

Lets grade ourselves...

or

-- Appearance of our facilities -- Appearance of our people -- How we treat our customers -- How we treat each other

 RUDE  INDIFFERENT  EXCEPTIONAL

FRIENDLINESS UNDERSTANDING AND EMPATHY FAIRNESS CONTROL INFORMATION OPTIONS AND ALTERNATIVES
Individual Strategies!

 Eye to Eye  About Face  From the Waist Up  Nod  Face the Customer  Lean Forward  A Touchy Subject Tone Of Voice 38% Words 7%

Body Language 55%

Individual Strategies

(Survey of 1, 000 applicants for customer service jobs)

100% said theyve witnessed incivility at work. 25% said its hard to keep a positive attitude when dealing with customers. 20% felt most customers were too demanding. 15% said that dealing with customers gets in the way of getting their job done.
Individual Strategies

Sometimes circumstances force you to say no. Saying yes does not guarantee a happy customer. Saying no does not mean that you have to end up with an unhappy customer.

Individual Strategies

1. THE HARD NO
Never in a million years

2. THE SERVICE NO
What I will do is What you can do is...
Individual Strategies

STEP 1: Let the customer vent Zip your lip Dont take it personally
Dealing with Difficult People

I can see why you feel that way. I see what you mean. That must be very upsetting. I understand how frustrating this must be. Im sorry about this.

Dealing with Difficult People

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Gather any additional information you need.

Double-check all the facts.

Dealing with Difficult People

Mutually Agree on the Solution

Dealing with Difficult People

Dealing with Difficult People

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Expand Your Definition of Service

Beware of Your Body Language Remember the 5 Steps in Dealing with Difficult Customers: 1. Let the Customer Vent 2. Express Empathy 3.. Problem Solve 4. Agree on a Solution 5.. Follow-Up

FEDERAL GOVT= 69 BANKS= 68 FOOD LION= 71 UTILITIES= 75

PIZZA HUT= 68 MCDONALDS= 61 PUBLIX= 82 SAMS CLUB= 78