Customer Turnoffs
What is a customer turnoff?
Anything that dissuades or interferes with a customer’s experience at your business
Who do we consider a customer?
Anyone we interact with.
How do you handle complaints?
Have a good attitude, reassure the customer, and be sincere
It costs ____ times as much to gain a new customer than it does to keep an existing one.
Five
How should we remember to treat our customers?
The same way we would like to be treated
How do you help convey information in a way the customer can understand?
Watch body language, have them repeat back what you stated, make them feel comfortable, or ask follow up questions
Name 2 customer turnoffs.
Amateur Staff
Trying to Win an Argument
Rigid Policies
Futile Commitments and Promises
Diffidence
Poor Acknowledgements
Poor Records
Ignoring the Basics of Customer Service
Call shuffling
Apathy and Failure to Listen
What are important steps to establishing a good relationship?
Be patient, polite, don't fake attention, and don't interrupt.
What is CAA?
Counter-attitudinal advocacy. Express a point of view you don't agree with.
Name 3 ways to avoid customer turnoffs.
Properly trained staff
Acknowledging negative feedback
Clear cut policies
Minimum screen calling
Proper listening
Follow through with your customers
Name 3 ways a survey can be given to a customer?
Paper, email, and phone
Remove or avoid distractions.
Watch for non-verbal communication and tone of voice.
Be the mirror.
Empathize, sympathize, and show interest.
Practice silence.
Ask probing questions.
Don't interrupt or change the subject.
Think before responding.