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It’s easy to put customers off; just be aggressive or defensive. Thankfully, keeping customers satisfied is equally easy.
Customers can be trying; and not all customers are pleasant. It’s easy to put customers off, but it is vital to treat them all as personal guests, making them welcome and indulging their whims.
In your organization, ensure that everyone learns the basic techniques for achieving customer satisfaction.
How to Lose Customers Without Really Trying clearly demonstrates that the same guidelines for keeping customers satisfied apply in different situations, from sales to service to a retail checkout or reception desk.
There is never a need to treat customers as the enemy, yet many people do so, choosing to attack or defend. Attack may involve being patronizing to them, making them feel in the wrong, being superior or making them feel small or a nuisance. Defense implies ignoring customers, practicing selective deafness, not accepting responsibility and finding any reason not to solve their problem.
In various realistic scenarios, staff resort to attacking behavior. By having behavior that is patronising, superior, or defensiver, they all ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioral rules to make customers happy and keep them coming back.
The program provides a memorable demonstration of the do’s and don’ts of customer care, which include finding a real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion.
In every example featured in these short sketches, there are easy steps that can be taken to avoid customer conflict.
- Put yourself in the customer’s position
- Find the need
- Involve the customer
- Acknowledge the customer
- Accept responsibility
- Satisfy the customer
This program features Dawn French, Jennifer Saunders, Stephen Fry, Hugh Laurie and John Cleese.
- DVD (32 Minutes)
- Leader’s Guide
- Self Study Workbook
- PowerPoint Presentation
- Participant Worksheets