This document discusses the importance of showing compassion for customers. It argues that compassion should be a priority because without customers, businesses cannot survive. The document provides tips for employees to better understand customers' problems and exceed their expectations, such as listening attentively, learning about customers' histories, and being empowered to resolve issues. While difficult customers will still exist, the document advises keeping calm and using verbal techniques to de-escalate tensions. If employees make compassion a daily practice, it can improve customer satisfaction, relationships, and business outcomes.

1. COMPASSION FOR
THE CUSTOMER
It matters to us because it
matters to them!
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3. What is compassion?
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4. What does it mean to be committed?
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5. IT IS WHAT YOU DO THAT MATTERS
It is different from other acts of
benevolence or helpful behaviors in
that it is primarily about taking action
to solve other people’s problems.
You have to care enough to want to do
something. 5

6. WHY SHOULD I BE CONCERNED WITH THE
PROBLEMS OF OTHERS?
Without customers, no business can
survive.
It’s the right thing to do.
You never know when the shoe will be on
the other foot!
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7. TRY TO UNDERSTAND WHAT THEY HAVE BEEN
THROUGH
They have a problem.
They have been waiting and transferred.
They are now frustrated and angry.
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8. PERSONAL BENEFITS
Scientists have discovered that people
who practice compassion on a daily basis
produce 100% more DHEA, a hormone
that reverses aging, and 23% less cortisol
– the “stress hormone”.
See problems as opportunities
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You help someone
Customer is happy
Co-workers are
encouraged
Improved working
environment
Improved Customer
Satisfaction
Loyal Relationships
Developed
Improved Bottom Line
Increased Profitability
Improved Wages
You are happy!

10. WHY SHOULD I PRACTICE COMPASSION FOR
THE CUSTOMER?
It’s not about you.
It’s all about the exceeding the customer’s
expectations.
Compassion for the customer shows how
much we value them.
This builds the relationship.
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11. SO, HOW DO I DO IT?
It is a choice.
Start the day by remembering how
fortunate we are.
From the moment you clock in, put
your personal life on hold.
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12. Put a face to the name
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13. EXCEED EXPECTATIONS
The modern customer expects
convenience.
They will not wait!
They want you to make their life easier.
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14. EQUIPPED TO SERVE
They want courteous, friendly, personal service.
They want to speak to an employee who is
empowered to solve their issue, not to read them
a script or transfer them.
Even when you cannot solve the problem, let the
customer sense that you feel genuinely concerned
and show that you truly care.
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15. EMPOWERED CUSTOMER ADVOCATES
The front-end employees and their managers
must know the value of customer loyalty.
We work too hard, spend too much time and
money, to secure a customer’s business just to
lose it because of a customer service issue.
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16. WHAT’S THE STORY ON YOUR CUSTOMER?
For these empowered front-line reps to
succeed, they must KNOW whom they are
serving as quickly and as thoroughly as
possible.
The more regimented the back-end data is,
the more empowered the front-line staff
will be.
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17. The more you know, the better you can serve
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18. APPRECIATE THE DIFFICULT CUSTOMER
No matter how hard you try, some people
will just be difficult.
Be polite, gentle, but firm.
Break the tension with a smile and a
laugh.
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19. USE VERBAL JUDO WHEN NECESSARY
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20. Dr. Thompson has taught his techniques to
thousands of policemen, casino operatives, and
hostage negotiators and written dozens of
books on the subject.
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21. You need to listen and go with the
direction that the adversary is
moving in.
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22. LETTING AN AGGRESSOR SPEAK HIS PIECE AND
EVEN HELPING HIM PLAY OUT HIS RAGE TO ITS
ILLOGICAL CONCLUSION REDIRECTS THE
ENERGY AWAY FROM YOU AND HOPEFULLY LETS
THE RAGE EXHAUST ITSELF.
If you refuse to treat the aggressor as an
aggressor but instead as a real human
being that you share an unfortunate
circumstance with, you can help him find
a nonviolent way out.
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23. "Because I said so" or “That’s the way it is”
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24. If you treat a person as reasonable and somewhat equal
in stature he will start becoming more reasonable and
perhaps even calmer.
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26. COMPASSION FOR
THE CUSTOMER
It matters to us because it
matters to them!
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