Text Box: The Customer is NOT Always Right, But…. Text Box: In this session we will learn and discuss…. Why do Customers get upset? Customer Expectations for resolutions Service recovery communications—what customers what to be told. Service techniques—when service has broken down and recovery is necessary. What to do, what not to do. Non-verbal communications that upset the customer Ways to make customers right: ask questions, teach the customer, believe in your customer, show empathy The Customer is NOT always right, but they are ALWAYS our customers What to do with Customers from H - - - Thank your customer ©2001 Strive Training Text Box: Everyone wants to know how to deal with the difficult, often impossible customer. As service providers we need to ask the question, “Is this a customer from hell?” OR “Have we put the customer through hell in his/her customer experience with us? Does your customer have to work hard to be your customer? Dealing with an unhappy customers and resolving customer issues is very difficult for service providers, but you must be committed to customer recovery. Customer recovery is returning an unhappy customer to a state of satisfaction with the company after a service or product breakdown has occurred. Together we will learn service techniques—what to do, what not to do.

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