1. Belief: What customers think is true. Unfortunately, it may not be supported by the facts. Understand that they will hold on to this truth and do not fight to change their mind. Apologize and then try to come up with a satisfactory solution.
2. Complain: What a customer does when they are unhappy. They complain to friends, on social media, and even sometimes to you. Your business reputation is only as good as your customer’s last experience. Everyone that interacts with your customers should understand this.
3. My Manager: The person the customer is seemingly always getting passed to or who always gets blamed by the employee if something goes wrong. See empowerment.
4. Empowerment: Training employees to make decisions on their own to help a customer without talking to “the boss.” This needs to happen 95% of the time. The boss should only handle exceptions.
5. Feedback: Giving the customer the opportunity to tell you what they think in many ways at different stages the transaction. Follow the Three Times Rule—if you hear something about your business three times, whether you like it or not, pay serious attention. It is probably true. Take action.
6. Kick the Cat: What employees do when they take their frustrations out on the customer. Find another way for employees to vent by encouraging easy feedback directly to management.
7. Mistake: The hardest thing for the company to admit. Once you admit it, the customer will be happier.
8. Overpromise: Making a commitment to a customer that the company is not economically able to keep. This is not a solid base for sustained excellent customer service.
9. Peer Reviews or Earned Media: Online references written by customers on the level of quality or service in your company. This is sometimes called an open reputation system.
10. Pest: A customer the company may need to fire to be more profitable. Be quick to identify and replace them.
//Laura
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