Show:
BETTER HAVE THESE
CUSTOMERS FROM HELL
REMEMBER THIS
YA GOTTA BAD TUDE
TIDBITS
100
Recognizing that upset customers are likely to be disappointed, angry, frustrated, etc.
What is the FIRST STEP IN DEVELOPING RECOVERY SKILLS
100
This type of customer is always looking for someone to blame.
What is a CHRONIC COMPLAINER
100
People are mostly interested in 
What is THEMSELVES
100
The best attitudes stem from the desire for this
What are win-win relationships
100
47% of Sales Managers said they did not conduct these.
What are DEFECTION INTERVIEWS
200
The best thing to do in almost every situation
What is LISTENING
200
A "tool" used to help keep customers from hell from   exaggerating and/or overgeneralizing.
What are FACTS.
200
A skill necessary to understand others
What is EMPATHY
200
Service recovery is best handled when seen as this
What is an ATTITUDE OF OPPORTUNITY
200
This percent of customers who have negative experiences tell others about their experience (within 5%)
What is 79%
300
Types of questions to use to establish rapport, trust and to find the best product(s) for customers
What are OPEN-ENDED questions.
300
We kind of all do this, but we really shouldn't 
What is 'REHASHING"
300
Fill in the blank "This is what we/I ______ do for you."
What is "can" 
300
Opportunities for Change
What is a COMPLAINT.
300
First name of woman who is consultant in Netflix customer service show.
Who is Mary
400
Apologies must be this.
What is sincere.
400
Hmmmm, can we really not do this when others are rude/mean/condescending?
What is taking things PERSONALLY
400
Talk with people as individuals not as this
What is a GROUP.
400
Enemy of Improvement
What is DEFENSIVENESS
400
Name of Insurance Company which sent letters to members they would receive refunds for insurance during deployment
What is USAA
500
Hopefully this will happen after difficult AND/OR great customer service situations have occurred.
What is LEARNING
500
Doing everything we can to avoid letting our anger or frustrations damage our interactions.
What is PROFESSIONALISM
500
To be pleasantly direct means to be __________
What is ASSERTIVE
500
Best friend
What a customer can become if we succeed at customer service.
500
Cool Off
What is Step 5 of the Calming Hostile Customers Curve