1. Customer Service 101
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”

2. Ten Deadly Sins of Customer Service Dr
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#1 – “I don’t know.”
“…....but I’ll find out.”
Commissioner Conference – June 2011

3. Ten Deadly Sins of Customer Service Dr
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#2 – “I don’t care.”
Commissioner Conference – June 2011

4. #3 – “I can’t be bothered.”
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#3 – “I can’t be bothered.”
Commissioner Conference – June 2011

5. Ten Deadly Sins of Customer Service Dr
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#4 – “I don’t like you.”
Commissioner Conference – June 2011

6. Ten Deadly Sins of Customer Service Dr
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#5 – “I know it all.”
Commissioner Conference – June 2011

7. #6 – “You don’t know anything.”
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#6 – “You don’t know anything.”
Commissioner Conference – June 2011

8. #7 – “We don’t want your kind here.”
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#7 – “We don’t want your kind here.”
Commissioner Conference – June 2011

9. Ten Deadly Sins of Customer Service Dr
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#8 – “Don’t come back.”
Commissioner Conference – June 2011

10. #9 – “I’m right and you’re wrong.”
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#9 – “I’m right and you’re wrong.”
Commissioner Conference – June 2011

11. Ten Deadly Sins of Customer Service Dr
Ten Deadly Sins of Customer Service Dr. Karl Albrecht – “At America’s Service”
#10 – “Hurry up and wait.”
Commissioner Conference – June 2011

12. Barber’s Rules of Customer Service Michael Barber – “Integrated Business Leadership Through Cross Marketing”
Make the customers feel heard.
Make the customers feel understood.
Make the customers feel liked.
Make the customers feel respected.
Make the customers feel helped.
Make the customers feel appreciated.
Make the customers feel heard.
Make the customers feel understood.
Make the customers feel liked.
Make the customers feel respected.
Make the customers feel helped.
Make the customers feel appreciated.
Commissioner Conference – June 2011

13. Customer Service 102
Customers From Hell
Are Customers Too

14. Customer Service 102
“There are no bad customers; some are just harder to please than others.”
Customers from ‘Hell’ play a simple game:
- get under your skin
- provoke you to a counterattack
- make you lose control
- when you lose your temper – They WIN !
Don’t fight Fire with Fire !

15. Develop some perspective
Customer Service 102
Develop some perspective

16. 2. Remember that YOU are the Pro
Customer Service 102
2. Remember that YOU are the Pro

17. Customer Service 102
3. Be the Master of Calm

18. “If they have a legitimate complaint -
Customer Service 102
“If they have a legitimate complaint -
get on their side.”

19. Customer Service 102
Customers From Hell
Are Customers Too