1. Customer Service
Jennifer Testa

2. Why does it matter?
The average business never hears from 96% of its unhappy customers.

3. Why does it matter?
For every complaint received, the average company in fact has 26 customers with problems, 6 of which are serious in nature.

4. Why does it matter?
Of customers who register a complaint, between 54% and 70% will do business again with the organization if their complaint is resolved. That figure goes up to an impressive 95% if the customer feels that the complaint was resolved quickly.

5. Why does it matter?
The average customer who has a problem with an organization tells 9 or 10 people about it. Thirteen percent of the people who have a problem with an organization recount the incident to more than 20 people.

6. Why does it matter?
Customers who have complained to an organization and had their complaints satisfactorily resolved tell an average of 5 people about the treatment they received.

7. Triple A
Attraction
Attention
Attitude

8. Attraction
something that attracts or is intended to attract people by appealing to their desires and tastes

9. Attraction You’ve gotta choose where you’re gonna be as soon as you
get out of bed! I consciously
make that choice every day.
-Justin Hall

10. Attention
sympathetic consideration of the needs and wants of others

11. Attention One of the deep secrets of life is
that all that is really worth
doing is what we do for others.
-Lewis Carol

12. How? Remember that you cannot multi-task with people.
Let the speaker do most of the talking.
Beware of noise.
Maintain eye contact.
Give up the win.

13. Attitude
a position assumed for a specific purpose

14. Attitude The greatest discovery of our generation is that
human beings can alter their
lives by altering their
attitudes of mind.
As you think, so shall you be.
-William James

15. Attitude Everything can be taken from a
man but ... the last of the human
freedoms - to choose one's attitude
in any given set of circumstances,
to choose one's own way.
-Viktor Frankl

16. A positive attitude may not solve all your problems, but it
will annoy enough people to
make it worth the effort.
-Herm Albright

18. Work is either fun or drudgery. It depends on your attitude.
I like fun.
-Colleen C. Barrette