Customer Service
Jennifer Testa
Why does it matter?
The average business never hears
from 96% of its unhappy customers.
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.
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.
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.
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.
Triple A
Attraction
 Attention
 Attitude

Attraction

something that attracts or is
intended to attract people by
appealing to their desires and tastes
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
Attention

sympathetic consideration of the
needs and wants of others
Attention
One of the deep secrets of life is
that all that is really worth
doing is what we do for others.
-Lewis Carol
How?
Remember that you cannot multitask with people.
 Let the speaker do most of the
talking.
 Beware of noise.
 Maintain eye contact.
 Give up the win.

Attitude

a position assumed for a specific
purpose
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
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
A positive attitude may not
solve all your problems, but it
will annoy enough people to
make it worth the effort.
-Herm Albright
Work is either
fun or drudgery.
It depends on
your attitude.
I like fun.
-Colleen C. Barrette