1. Employability Skills Personality Types
Is the customer always right?
What makes up quality of work in a job where you are dealing with the public? How important is quality in such jobs?
Career Education and Work E
Demonstrate, in the career acquisition process, the application of essential workplace skills/knowledge
Employability Skills Personality Types

2. Vocabulary
Customer
Complaint
Concern
Defective
Reputation
Value

3. The Cost of Losing a Customer
1. The Unhappy 'Lost' Customer  1
2. Tells 10 other friends / associates / colleagues, through 'bad word of mouth'  10
3. They each tell 6 other people  60
4. Total bad experiences shared with others 71
5. At least 25% do not buy from you because of this bad word of mouth  18
6. Average Lifetime Profit Value of Customer 
$1,500 
7. Lost income over 10 years from one bad experience 
$27,000 

4. Customer Service US BBB 2011 Statistics Sorted by Complaints Industry
Rank
Number of Complaints
Cellular Telephone Service & Equipment 1
36,751
Auto Dealers - New Cars 2
25,033
Television - Cable, CATV & Satellite 3
24,848
Collection Agencies 4
17,478
Banks 5
15,876

5. Customer Service Businesses
Where are you a customer at?
Florists
Dry cleaners
Hospitals
Salon/Barbers
Restaurant
Stores at the mall

6. Customer Service Experiences
Lets discuss……..
Your best experience
Riu Resort
Your worst experience
MagicJack
Your most annoying experience
Sprint
Other experiences

7. Customer Service
“It’s about time!” “I have been on hold for 25 minutes waiting for you people!! This is ridiculous!”
I understand your concern Mr. Jones.
I regret that you had to be on hold….
I will take responsibility…

8. Attention Employees If……..
your customers don’t keep coming back and buying your product/service
Then……..
There will be no company

9. Employment 2006 2.2 million customer service representatives
23 % of jobs - Finance & insurance
14 % of jobs - Administrative Services
11 % of jobs – Retail Stores

10. Customer Service Representative
Future employment
CSR’s are expected to increase 25 percent from 2006 to 2016
Much faster growth than the average for all occupations.
This occupation will have one of the largest numbers of new jobs arise, about 545,000 over the period.

11. Common Consumer Complaints
Difficulties in getting a product repaired or replace per the warranty
Misleading advertising, or labeling
Defective products, for example, a cell phone that malfunctions
Being overcharged for a product or service

12. Common Consumer Complaints
Poor service or work of bad quality
Goods that were ordered and paid for and never received
Errors in computerized billing

13. What Can you Do About it?
Treat each of your clients or customers the very best way possible.
Give them all the love, care, attention and service you can.
Go overboard.
Make it nearly impossible for them to even consider doing business with anyone else but you, regardless of price, location, convenience, or any other reason.

14. Ways a student can get along with customers
Overcome shyness
Smile when greeting customers
Try to remember customers' names, likes and dislikes
Approach customer promptly and with confidence
Help each customer with individual needs
Realize that there will be some difficult customers
Always be polite, tactful, and honest with customer.
Never argue with a customer - you can never win an argument with a customer; you may make your point but lose the customer

15. Before Complaining Save everything Think it through
Warranty, receipt to prove purchase
Think it through
Give the seller a chance
Be prepared to explain the problem
Think over what you want the merchant to do
Key West Hotel
Be fair and reasonable
Sellers do not want to lose customers