1. Dealing With Customer Issues Date:___________ Student Notes

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3. Consistently telling customers that ______ _____________ care about _________ _____________________and their problems! “Grand Intention© ”: Expressing to customers that you understand: 1._____________________________ 2.______________________________ “Grand Intentions© also work to: 1.__________________________________________ 2.__________________________________________ __________________________________________

4. Key #1: Focus on _______ vs. __________ Key #1: Focus on _______ vs. __________ No one likes to hear customers ______________ No one likes to hear customers ______________ To prevent this defensive mindset, learn to treat customer ______________ as ______________: To prevent this defensive mindset, learn to treat customer ______________ as ______________: Customers who express concerns are helping you: Customers who express concerns are helping you: __________ ___________ __________ ___________ Focusing on customer concerns vs. complaints immediately shifts negative situations into ones that are: Focusing on customer concerns vs. complaints immediately shifts negative situations into ones that are: ________________ ________________

5. Key #2: Empowered Front-Line ___________ Key #2: Empowered Front-Line ___________ Customers won’t become upset if front-line employees are empowered to make reasonable on- the-spot decisions Customers won’t become upset if front-line employees are empowered to make reasonable on- the-spot decisions This empowerment requires ______important factors This empowerment requires ______important factors ________________ ________________ ___________________________________________________ ___________________________________________________ _____________________ _____________________ Your employer must _______ you Your employer must _______ you They must believe that you will make the ______ _________ possible for their business and for the customer They must believe that you will make the ______ _________ possible for their business and for the customer Businesses don’t get ____________ for ______ Businesses don’t get ____________ for ______ They ___________ customers by making sure that all front-line employees are empowered with on-the-spot decision-making abilities. They ___________ customers by making sure that all front-line employees are empowered with on-the-spot decision-making abilities.

6. Key #3: Prove that ___________________ Key #3: Prove that ___________________ When a customer is voicing their dissatisfaction: When a customer is voicing their dissatisfaction: _________________________________________ _________________________________________ Then: ________ you’ve heard them! Then: ________ you’ve heard them! _______________: _______________: Repeat what the customer said. Repeat what the customer said. Tell them WHY you’re repeating them “I want to make sure I understand what you’re saying – this is what I heard you say _________________” Tell them WHY you’re repeating them “I want to make sure I understand what you’re saying – this is what I heard you say _________________” _________________ _________________ Restate what the customer said Restate what the customer said So what you’re telling me is ____________________” So what you’re telling me is ____________________” _____________ & ______________ lets the customer KNOW that you truly understand the problem. _____________ & ______________ lets the customer KNOW that you truly understand the problem.

7. Key #4: Express Sincere ______________ Key #4: Express Sincere ______________ Virtually _____ upset customer feels frustrated because ____________________________________________ Virtually _____ upset customer feels frustrated because ____________________________________________ It’s THAT simple It’s THAT simple Whether or not they have a valid reason for feeling frustrated is ____________________________ Whether or not they have a valid reason for feeling frustrated is ____________________________ Upset customers need to know that you care Upset customers need to know that you care ______________________________ ______________________________ _______________________________ _______________________________ __________________________ __________________________ Use phrases like, “Gosh, that sounds frustrating.” Or, “I’d feel the same way if I were you.” Use phrases like, “Gosh, that sounds frustrating.” Or, “I’d feel the same way if I were you.” Empathizing diffuses angry customers ________ _______ _____________ __________ ________ ______. Empathizing diffuses angry customers ________ _______ _____________ __________ ________ ______.

8. Key #5: __________ and _________Extras. Key #5: __________ and _________Extras. _______________________________________ _______________________________________ Even if it wasn’t your fault. Even if it wasn’t your fault. You represent your business to that customer – apologize on behalf of the entire company You represent your business to that customer – apologize on behalf of the entire company _________________________________________ _________________________________________ Give the customer the benefit of the doubt Give the customer the benefit of the doubt By erring on the side of the customer you will ensure repeat and spin-off business for many years to come. By erring on the side of the customer you will ensure repeat and spin-off business for many years to come. If the product / service really fell short of the mark, _________________________________________ If the product / service really fell short of the mark, _________________________________________ Refunds & exchanges often aren’t enough – Refunds & exchanges often aren’t enough – Give customers ___________ ______ ____________, including any small gesture or token of appreciation Give customers ___________ ______ ____________, including any small gesture or token of appreciation

9. Bizarre Reason #1: ______________________________ Bizarre Reason #1: ______________________________ Customers prefer doing business with individuals who meet their ________ __________ Customers prefer doing business with individuals who meet their ________ __________ If you want to keep customers, _____ in a manner that __________ __________ If you want to keep customers, _____ in a manner that __________ __________ _______ __________ may not be “fair,” but they are the realities of the business world. _______ __________ may not be “fair,” but they are the realities of the business world. Employees are hired to _____ _____ ____ customers – not express their _____________ Employees are hired to _____ _____ ____ customers – not express their _____________

10. Bizarre Reason #2: _______________________________ Bizarre Reason #2: _______________________________ Customers don’t want to ______ ___________ to understand you Customers don’t want to ______ ___________ to understand you Speak the _____ _________ clearly Speak the _____ _________ clearly This concept has nothing to do with discrimination based on ______ ______ ____ _____________ This concept has nothing to do with discrimination based on ______ ______ ____ _____________ It has to do with ______ ____________ ______ that are essential to do the job. It has to do with ______ ____________ ______ that are essential to do the job.

11. Bizarre Reason #3: ______________ Bizarre Reason #3: ______________ Don’t exaggerate to tell the _________ what they want to hear Don’t exaggerate to tell the _________ what they want to hear If a task will take 15 minutes to complete, don’t say “It’ll only be 5 or ten minutes.” If a task will take 15 minutes to complete, don’t say “It’ll only be 5 or ten minutes.” This is called ________ This is called ________ ________ _______ lying ________ _______ lying Organizations that stay in business over the long term adhere to the age-old adage: Organizations that stay in business over the long term adhere to the age-old adage: ________________________________ ________________________________

12. Bizarre Reason #4: ______________ Bizarre Reason #4: ______________ Customers don’t want to wait while you _________________________________________ Customers don’t want to wait while you _________________________________________ Either in ________, on the _______, or on ________ _________________ Either in ________, on the _______, or on ________ _________________ Customers don’t want to listen to you ________with other co-workers Customers don’t want to listen to you ________with other co-workers They want to have their _________ ___________ ___________; not listen to your private conversations They want to have their _________ ___________ ___________; not listen to your private conversations Employees often tell customers more than they want to hear Employees often tell customers more than they want to hear When a customer asks you “How are you?”, they don’t really want to hear ____________. It’s just a greeting. When a customer asks you “How are you?”, they don’t really want to hear ____________. It’s just a greeting.