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CUSTOMER SERVICE? Next Window Please!

CUSTOMER SERVICE? Next Window Please!. Course Created by: Colonel Dennis D. Carpenter and Desiree D. Duncan. Why Companies Lose Customers.  Customer dies/moves away 4%  Customer influenced by friends 5%  Customer lured away by competitions 9%

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CUSTOMER SERVICE? Next Window Please!

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  1. CUSTOMER SERVICE? Next Window Please! Course Createdby: Colonel Dennis D. Carpenter and Desiree D. Duncan

  2. Why Companies Lose Customers  Customer dies/moves away 4%  Customer influenced by friends 5%  Customer lured away by competitions 9%  Customer dissatisfied with product quality 14%  Customer turned away by an attitude of indifference on part of service provider.68%

  3. Body Language Eye to Eye About Face From the Waist Up Nod Face the Customer Lean Forward A Touchy Subject ToneOf Voice 38% Body Language 55% Words 7% Individual Strategies

  4. It's All in the Attitude... (Survey of 1, 000 applicants for customer service jobs) 100% said they’ve witnessed incivility at work. 25% said it’s 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

  5. Two Ways to Say No 1. THE HARD NO 2. THE SERVICE NO …Never in a million years What I will do is… What you can do is... Individual Strategies

  6. DIFFICULT CUSTOMERS STEP 1: Let the customer vent •Zip your lip •Don’t take it personally Dealing with Difficult People

  7. Step 5: Most Importantly... Follow Up Dealing with Difficult People

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