Course Created by:

Colonel Dennis D. Carpenter

and

Desiree D. Duncan

Course Created by:

Colonel Dennis D. Carpenter

and

Desiree D. Duncan

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%

Individual Strategies

Eye to Eye

About Face

From the Waist Up

Nod

Face the Customer

Lean Forward

A Touchy Subject

Body Language

55%Words

7%

Tone Of Voice

38%

Individual Strategies

(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.

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

STEP 1: Let the customer vent

• Zip your lip• Don’t take it personally

Dealing with Difficult People

Dealing with Difficult People