communication , relationship building , eccentric of customer, customer focus , customer satisfaction experince , leadership, time management , goals ,exceptional , PHONE ETTIQUETTE, EMAIL ETTIQUETTE

1. Corporate Office:-
GCM Worldwide
SF-46, Cross River Mall,
Plot No. 9B and 9C,
Karkardooma (CBD Shahdara),
New Delhi-110032
Tel – 011-42111617
Web site: - http://gcmworldwidegroup.com/
AStudyMaterialon
How To Provide
Exceptional Customer
Service
1

2. 2

3. Experience Sharing Session
On
3

4. DISCUSSION AREA
Building Customer Rapport & Goodwill
Handling problems & complaints
Communication with customers
Dealing with difficult customers
Projecting a professional image
Customer Service Super Star
4

5. Customer Rapport &
Goodwill
• People Skills - EMPATHY
Empathy – Everybody needs somebody
Model & Mirror
Put yourself in their shoes
Ask if you can help
Treat others the way you want to
be treated
Helpful
You feel better & so do they
5

6. People Skills - Positivity
• --- Words that are an absolute YES
 Please & Thankyou
 How can I help you
 I am sorry
• --- Words that are absolutely NO
 Calm Down
 Can I Be Honest With You
 I dont know I am new here
 We cant’ do that
6

7. People Skills - Patience
• 5 Deep Breaths (helps to calm )
• Count to 5
• Polite & Smile
7

8. ACTIVITY
8

9. Effective communication in
Customer Service
• Effective Communication . . .
– It is two way.
– It involves active listening.
– It reflects the accountability of the speaker and listener.
– It utilizes feedback.
– It is clear.
– It achieves one or more of the goals of communication
9

10. Communication goals
To get and give information
To persuade
To ensure understanding
To get action
To change behaviour
10

11. Why is effective
communication important?
• Because we rely on Communication for
everything
– Have you ever
• Received appreciation from your client?
• Given information to a customer or colleague?
• Received a pat at the back for excellent performance?
• Smiled back at someone in response to a smile?
• Answered a telephone call?
• Written a report or letter to your customer?
All these can only be achieved through COMMUNICATION
11

12. Why is effective
communication important
• Communication creates an image about you and
your company as well
• Excellent communication can build positive and long
lasting relationships with customers
12

13. Most common ways to
communicate
COMMUNICATE
Body
language
Writing
Visual
Image
Speaking
13

14. Key components of effective
communication - sending messages
Verbal
Messages
The words we choose
Must be brief, succinct, and organized, free of jargon and do
not create resistance in the listener
Para-verbal
Messages
How we say the words
It refers to the messages that we transmit through the
tone, pitch, and pacing of our voices.
Nonverbal
Messages
Our body language
They are the primary way that we communicate emotions
Facial Expression Postures and Gestures
14

15. Key components of effective
communication-receiving messages
• Receiving messages requires
• Involves concentration
and energy
• Involves a psychological
connection with the
speaker
• Includes a desire and
willingness to try and see
things from another's
perspective
• Requires that we suspend
judgment and evaluation
Active
listening
• Paying attention to the
words and feelings that
are being expressed
• Maintaining eye contact
with the customer
• Body awareness through
the use of gestures and
responsive expressions –
yes, okay, that’s right etc.
Verbal
• Giving full physical
attention to the
speaker;
• Being aware of the
speaker's nonverbal
messages;
Non verbal
15

16. Other components of effective
communication
Rate of
Speech
Faster rate of speech indicates anger or impatience
Slower rate of speech indicates fatigue and disinterest
These indications might be misleading however the average
rate of speech should be 125-150 words per minute
Tone 85% of verbal communication happens through our tone or
attitude
Energy portrays the Service Attitude
Confidence portrays the Care for our Customer
Choice of
Words
Be clear and concise do not repeat the sentences more than
twice however, repeat it if required
Ensure proper sentence formation with correct tense and
grammar, it makes you more confident
16

17. Components of effective
communication
• Many of us think “ Communication” means just
speaking
• We think about
– formulating sentences well,
– using eloquent words or
– being succinct or funny, but we usually never think
about achieving the goals of our communication
• Those who do realize it are probably the “most
effective communicators”
17

18. Barriers to communication
• Language
• Values and beliefs
• Sex/gender and age
• Economic status
• Educational level
• Physical barriers
• Attitude
• Timing
• Understanding of message
• Trust
18

19. ACTIVITY
19

20. FACE TO FACE COMMUNICATION WITH THE CUSTOMER
20

21. Face-to-face communication
Most customers prefer face to face
communication because it is the
most effective.
These three basic factors in face-to-
face communication carry the
following percentages of impact in
terms of effectiveness:
– words 7% of impact
– tone of voice 38% of impact
– body language 55% of impact
21

22. Benefits of face-to-face
• Opens two-way communication
• Allows for immediate response to
– questions,
– misinterpretations,
– feedback, etc.
• Takes advantage of voice and body language
to deepen understanding of what is being
communicated.
22

23. When to use face-to-face
• Face to face is used:
– when you have to share or give information that will
affect the customer
– when the information being communicated needs
immediate attention
– when you have to answer questions directly and
immediately
23

24. The Do’s of face-to-face
• DO
– give your customer your undivided attention
• listen,
–really listen,
»give full attention
– give your customer honest, direct & comprehensive
information
– treat your customer’s ideas and concerns as critical
and serious
• Don’t belittle their concerns
24

25. The Don'ts of face-to-face
• DON’T
– tell your customer “what”,
• tell them
–“why, how, and the larger picture”
– make the conversation one-way.
• Invite responses -- discuss and debate
– answer the phone or take a call when a customer is
in your office or when talking to a customer.
• If you really have to take the call apologize to the
customer first before you do.
25

26. The Don'ts of face-to-face
• DON’T
– wait too long to ask for or give feedback to your
customer, gather information immediately
– hold back bad news. Treat people as intelligent adults,
they want to hear the truth
26

27. Having a meeting with your
customer?
1. Make an agenda and stick to it.
– Send it out before the meeting, if possible
2. Be clear about the reasons for and goals of
the meeting
3. Watch the time, do not overrun, stick to the
agenda
4. Add humor, allow for laughter, have fun
– it leads to a much more productive meeting
27

28. Meeting “killers” -- why they fail
• Poor Preparation
• Ignored agenda
• Poor time management
• Lack of participation
• Strong personalities
• Lack of humor and fun
• No/poor closing
28

29. COMMUNICATING WITH THE CUSTOMER BY TELEPHONE
29

30. Making A Good Impression
• Think of the telephone as the office reception - the first
place the customer visits.
• Have an objective in mind before you answer the
phone,
– ie ‘I want to help’ - don’t just answer it because its
ringing.
• Speak with enthusiasm, as if speaking to a friend.
– Use inflection in your voice, lower the pitch. This
conveys sincerity and confidentiality.
• Smiling is the one type of ‘body language which
translates well on the phone.
30

31. Answering the Call
• Ensure that you don’t bang the receiver into
anything when picking up the call.
– Your customer will hear if that happens and may
read meaning into it
• Answer the call within as few rings as possible.
• Speak clearly, identify your company and
yourself.
– Don’t start speaking before you put the receiver to
your mouth.
31

32. Answering the Call
• Mind Your Manners!
– Don’t grab a ringing phone because it shows impatience
and lack of interest in the customer.
• And other customers may be watching you…
– Don’t bang down the receiver
– Don’t stop in the middle of a conversation to ask a
colleague a question
– Try and stop ‘multi-tasking’ whilst talking on the
telephone.
• This encourages you to find answers quickly and ensure
that you give the caller 100% attention
32

33. Answering the Call
• Mind Your Manners!
– Try not to make comments about your callers to other staff
- sooner or later another customer will hear you!
– Never, ever, talk about customers in a derogatory manner
33

34. Answering the Call
• Speak clearly, try and use the customer’s
name if you have it
• Let them ‘hear’ you smile
• Provide information, especially numbers,
slowly so the customer can write it down
• Ask if there’s anything else you can help
with
• Remember these are real people even
though you can’t see them
34

35. Answering the Call
• When you don’t know the answer…
• Never say you don’t know
• Be Honest and say ‘I don’t know but I’ll try and find out”
• Ask if you may put the caller on hold or take his number and
promise to call him back
• When an absent colleague will know the answer...
– Always keep the customer informed as regards what you are
doing
– Explain how you are going to find out the information - if
necessary, tell the customer when you will call him back
– Never use negative language ie ‘um, er, I haven’t a clue’, ‘that’s
not my job
– People are usually patient about waiting for an answer if they
know it will be the RIGHT answer
35

36. Answering the Call
• Answering Two Calls
– If you are on a long call and another line/two lines are ringing...
• If another line rings persistently
– See if another colleague can answer the call
– Ask the person you are speaking to if they mind if you answer the other
telephone
– Politely explain to the second caller that you are busy with another customer -
take their details and promise to call them back as soon as possible
– Go straight back to first caller
– Apologise for the interruption
– Thank him/her for their patience
– Continue with the enquiry
– REMEMBER to call back the second customer and apologise for the delay
36

37. Voice Tips
• Vary your tone – it makes it more pleasant to
listen to you and you don’t sound
monotonous.
• Emphasize important words
• Use the ‘dramatic’ pause – ie. pause after
important points.
– This will stimulate attention and the customer will
pay closer attention.
37

38. Angry Callers - The ASAP
technique
• Acknowledge the person’s feelings and apologise –
– ‘I’m sorry that happened’
• Sympathise - ‘I understand how you feel’
• Accept 100% responsibility for the call
• Prepare to help - ‘I’ll try and help’ - present a willing
attitude.
– Listen, jot down information, try not to interrupt.
– Remain calm
• Remember the customer isn’t angry with you!
– Don’t take their hostility personal
38

39. At the end of the call
• Summarise
– State what action you are taking
– Use customer’s name if you have it
– Ask if there’s anything else you can do
– Say thank you
– Say good-bye
– Try and let the customer hang up first
39

40. WRITTEN COMMUNICATION WITH THE CUSTOMER
SESSION 3
40

41. Written communication
• Reports
• Letters
• Newsletters
• Handwritten notes
41

42. Benefits of written
communication
• Creates a permanent record
• Allows you to store information for future
reference
• Easily distributed
• All recipients receive the same information
• Necessary for legal and binding
documentation
42

43. The Challenges
• May seem extremely formal
• Must be well written, straightforward and concise
• Written communications are usually not read
right away
43

44. DO’s and DON’Ts (written)
• DO -- realize it is not read as soon as it is received
• DO -- make sure that there is enough time to prepare
and send, and for the recipient to receive and digest
• DO -- assess writing skills, if poor -- get help
44

45. Do’s and Don’ts…
• DO -- outline key points before producing a draft
• DO -- always draft a written piece and then
reduce all unnecessary language -- be brief
• DO -- proof-read very carefully before any
document is distributed
45

46. Do’s and Don’ts
• DON’T -- use this form of communication if writing is
full of errors -- this reflects poorly on the writer
• DON’T -- use if communication is time sensitive. If
immediate feedback is necessary -- use email
46

47. HAS YOUR COMMUNICATION BEEN EFFECTIVE?
47

48. Is your communication clear?
Have you hit your target?
In most forms of communication,
confusion & frustration are
caused by failing to be specific …..
Make it clear, brief and concise…..
48

49. How can I check if my customer
understands?
• Ask questions
• Use pauses
• Spell out difficult words
• Don’t speak too quickly or use idioms
• Summarise the information given at the
end of the conversation
49

50. How do you ensure YOU
understand?
• Concentrate and avoid listening to other
conversations at the desk
• Acknowledge other waiting customers
• Hold your tongue - don’t ASSUME you
know what the customer wants or jump to
conclusions
• Don’t interrupt.
• Ask questions and use conversation cues -
• ‘Yes’, ‘I see’, ‘I understand’.
50

51. ACTIVITY
51

52. HANDLING
CUSTOMER
COMPLAINTS
52

53. • At the end of this training session, you will be
able to:
– Identify reasons why a complaint is a gift from the
customer to the service provider
– Note what to expect from customers when they
make complaints
– Identify how to handle customer complaints
– Learn strategies to redeem yourself when you
have failed in providing the customer the level of
expected service
OBJECTIVES
53

54. • What is a Complaint?
• Identifying A Complaint As A Gift
• Steps For Handling Customer Complaints
• Service Recovery Process
• Handling Difficult Customers
CONTENT
54

55. WHAT IS A COMPLAINT?
55

56. What is a Complaint?
• “An expression of dissatisfaction made to an
organization, related to its products or services, or
the complaints-handling process itself, where a
response or resolution is explicitly or implicitly
expected”
56

57. Why do customers complain?
• Their expectations have not been met!
• To release their anger
• To help improve the service
• Because of concern for others who also use the service
57

58. • What proportion of unhappy customers
complain?
– Generally 9% to 37% of unhappy customers make
complaints to the firms.
– The rest never bother to complain
• Why don’t unhappy customers complain?
– They think it is not worth the time or effort.
– They further think that no one would be concerned
about their problem or solve it.
– They do not know where to go or what to do.
Why do customers complain?
Each happy customer will tell at least six other people
58

59. Most common complaints...
• Wrong information
• Poor customer service
attitude
• Overpricing
• Lack of adequate information
• Delays
• Unresponsiveness of service
providers
……
59

60. The customer is always the customer and this
means simply that solving the problem is
often more important than who is right.
• If you can solve their problem without
blaming yourself or others,
– you will reduce stress,
– everyone will feel better and
– you will be on your way to attaining CUSTOMER
SATISFACTION
The customer is not always right
but...
60

61. IDENTIFYING A COMPLAINT AS A
GIFT
61

62. Is a complaint a gift? Why?
• Complaints are gift packages waiting to be opened
because they:
– Are given freely
– Are not solicited by the recipient organization
– Are unexpected…they come as a surprise (usually)
– Hold the key to happiness for the recipient
organization
• If they are well handled
62

63. Is a complaint a gift? Why?
• A complaint gives you:
– Free direct communication from the customer about
service failures, competitors offerings etc. without the
added cost of conducting a survey
– Readily available market research: they define what
customers want
63

64. – A complaint gives you the opportunity to:
• Increase customer trust
• Build long term relationships-
– customers will use your services again if they believe
complaints are welcomed and addressed
• Rectify service failures
• Engage customers as advocates
Is a complaint a gift? Why?
64

65. Is a complaint a gift? Why?
If a customer is complaining, you are being given a
chance to retain that customer
65

66. The customer’s needs when
they complain
• The customer has 2 separate needs when complaining-
– needs relating to the complaint
– needs as individuals and
• Example 1
– Complaint – the product is not working as expected
– Underlying message – I don’t understand the new technology, I need help
• Example 2
– Complaint- I was disappointed with the service during my last visit
– Underlying message – I am testing the value you place on my loyalty to
your business
66

67. The customer’s needs when they
complain
• Needs relating to the complaint
– To have their concern dealt with quickly, fairly and properly
– To be given what they have been denied and perhaps an apology
– To have action taken to rectify a problem or address a concern-
• a resultant process change
• Needs as individuals
– To be heard
– To be understood
– To be respected
67

68. When the customer’s need is
met…
• Who is your advocate???
– A person who publicly supports or
recommends you
– Someone who speaks, or argues in
your favor
68
You automatically Engage your Customer as
your Advocate!

69. STEPS FOR HANDLING CUSTOMER
COMPLAINTS
69

70. How to Handle Customer
Complaints
• How do you react to customer complaints about the way
you do your work?
– Especially when you think you are doing your best???
• People react to customer complaints in
different ways…
– Some
• Ignore complaints
• Become defensive
• Become angry or annoyed
• Are concerned about the loss of trade or the damage to their
professional reputation
70

71. • For others, it is
– A hindrance
• They just wish the customer would go away! Or
– They do not believe some or all of what the
customer is complaining about.
• These reactions are as a result of blame
being attributed to us or our
organization.
How to Handle Customer
Complaints
71

72. How to Handle Customer
Complaints
• In making complaints, some customers portray the following
characteristics
– Lack of gracious social skills to communicate properly
– Nervousness
– Harshness
– Very Emotional
– Lack understanding of you or your organization’s limitations
– Rudeness
– Unreasonableness
• We need to learn to expect such behaviour and remember however
that a complaint is evidence that, in the customer’s view, we have not
met their expectations.
72

73. How to Handle Customer
Complaints
• Listen
• Repeat
• Apologise
• Acknowledge
• Explain action
• Thank
• Follow up
• Remember not to
take it personally
• Remain calm
• Focus on the
problem and not
person
• Turn unhappy
people into happy
customers
73

74. • Address customers by name
• All communication should be in the first person.
– Use “I am sorry” not “we”
• Don’t make excuses or blame others in your
organization
• Give the customer your full attention and
establish eye contact
• Paraphrase their complaint in your own words to
determine whether you have correctly
understood the situation.
How to Handle Customer
Complaints
74

75. • If you don’t know the answer to their
problem, don’t lie.
• Call back when you say you will, even if
for some reason, you haven’t been able
to obtain a satisfactory answer by then
• Make the customer part of the solution
– not part of the problem
How to Handle Customer
Complaints
75

76. • Don’t be defensive
• Be composed at all times
• Don’t take criticisms personally
• Offer an apology even if the disservice is not
your fault
• Show empathy by using such phrases as: “I
can understand how you feel”, “I appreciate
what you’re saying.”
How to handle customer
complaints
76

77. • Tell them what you can do…not what you can’t
do
• Find out what it will take to turn their
dissatisfaction into satisfaction
• If they agree to that solution, act quickly
before they change their mind
• Follow up
• And remember: You can never win an
argument with a customer
How to Handle Customer Complaints
77

78. Steps for handling complaints
Acknowledge
receipt of the
complaint
It is important that you acknowledge the receipt of all complaints, verbal
or written. Preferably allocate a complaint reference number and provide
the customer with a contact point for further correspondence.
Accurately record
complaint
information and
make it accessible
Make sure that your recorded version of the complaint matches exactly
what the customer said. Also make sure that the complaint record is
accessible by any branch of the organization that the customer may
contact.
Attach timeframes
for resolution of
complaint
The company should attempt to resolve complaints on first contact, but if
this is not possible, then a complaint should be finalized within a specific
number of days eg. 30 days.
At the organization’s level, there is the need for a complaint handling system which
will involve the following steps as a minimum:
78

79. Steps for handling
complaints
Customers must
be informed
about any delays
in resolving a
complaint
As soon as you realizes that they are unable to resolve a complaint
within the given timeframe, contact the customer, and inform
advising him/ her of the delay and set a new timeline
Make staff aware
of complaint
handling
procedures
The complaint handling procedures should be known to all
employees and be part of regular training
Inform
Customers Of
Complaint
Handling
Procedures
Posting your complaint handling procedures on your office
premises is a good way to inform customers. Also these
procedures may be incorporated in the organisation’s brochure
79

80. YOUR CUSTOMER IS KING
80

81. • HOW?
– THROUGH
• Surveys,
• focus groups,
• mystery shopping
• One complaint statistically represents 24
similar ones
Find out what your customers really
think…
81

82. STRATEGIES FOR SERVICE
RECOVERY
82

83. • Service recovery is how you remedy a failed
service encounter with a customer. In other
words,
– pull a customer from hell to heaven in the
shortest possible time.
– It involves:
• apologizing,
• solving the problem,
• compensating the customer with something of value
What is service recovery
83

84. • 95% of customers who have a complaint that was
handled efficiently and promptly will not only
continue to do business but will become even more
loyal (Wharton Business School)
• So how do you make amends or appease the
customer?
– Through
• product replacements,
• good will gifts,
• free of charge services, etc…
Service recovery
84

85. Some important statistics
• Only 4% of dissatisfied customers complain. 96% leave
without any communication to the business
• Of the 96% who leave, 91% will never return
• A typical dissatisfied customer will tell 8 to 10 people about
the issues with your business
• 1 in 5 dissatisfied customers will tell 20 people about the
issues with your business
• It takes 12 positive service incidents to make up for one
negative incident
85

86. Some important statistics
• 7 out of 10 complaining customers will do business with
again you if you resolve the complaint in their favour
• Of complaining customers, 95% will do business with you
again if you resolve the complaint at the first contact
• On average, a satisfied complainer will tell 5 people about
their problem and how it was solved
• It costs 6 times more to attract new customers than it does
to retain current ones
• Customer loyalty is worth 10 times the price of a single
purchase “How to win and Keep Customers” – Michael LeBoeuf
86

87. ACTIVITY
87

88. HANDLING DIFFICULT CUSTOMERS
88

89. • Who is a difficult customer?
• How do you handle such people?
Handling Difficult Customers
89

90. Types of Difficult Customers
• Angry
• Nasty
• Demanding
• Critical
• Non-stop Talker
• Indecisive
• Sarcastic
• Argumentative
90

91. Why Are They Difficult?
• They are often
expressing a need
but chose an
appropriate and
impolite way to
communicate this
need
• They are difficult
for their own
reasons –
– not because of you
91

92. Common Reasons For Being Difficult
• tired or frustrated
• confused or
overwhelmed
• defending their ego
• unfamiliar with situation
• feel ignored
• under influence of drink
or drugs
• don’t understand
• in bad mood
• in a hurry
• other reasons…..
92

93. • “this job would be very good if it weren’t for
the difficult people I have to deal with
everyday”
• Approach them professionally and not personally
– Taking things personally can damage your professional
reputation
– Listen for the signals that you are taking things personally
How Do I Deal With Difficult
Customers?
93

94. • Check you customer service attitude
– Attitude is the key to success
• Attitude is your mental position on facts - or more
simply, the way you view things
How Do I Deal With Difficult
Customers?
94

95. How Do I Deal With Difficult
Customers?
• Five points about
attitude:
– your attitude towards
customers influences
your behaviour. You
cannot always
camouflage how you
feel
– your attitude
determines the level of
job satisfaction
– your attitude affects
everyone who
comes in contact
with you
– tone and body
language reflect your
attitude
– your attitude is not
fixed. The attitude
you choose to display
is up to YOU
95

96. How Do I Deal With Difficult
Customers?
• Remind yourself!
– This is my job and I’m
going to do it
professionally
– If it were not for
these customers I
would not have a job
– Every time I solve a
problem I will feel
better
• Reinforce this by saying…
– “I like the job, not
because it’s easy, not
because there are no
difficult people, not
because there are no
frustrations but because
people are part of any
job and I can make things
easier by taking things
professionally
96

97. • Be positive
• Take things professionally and not personally
• Aim for customer satisfaction, not just service
• Solve problems without blaming yourself or
others
• Remember attitudes are caught, not taught
What is to be done??
97

98. Projecting a Professional Image
• Energized, motivated and positive
• Immediate good first impression
• Sound polished, positive and professional on
the telephone
• look good and sound wonderful even when
you feel awful
• Make your voice sound as friendly as a smile
98

99. How to Make an Immediate Good First
Impression
• SMILE.
• Greet them by name
• Ask how you may help them
• Suggest sale items specific to their interests
• Study their verbal and body language for clues
to how much help to offer
Check back to see if help is needed
99

100. Make your voice sound friendly
• Find a key word
• Focus on a mental image of the word
• Watch your body posture
• Smile: It will affect how you sound
100

101. “Ready to Help” Attitude That Makes
Customers Feel Good
• When you greet customers:
1. Smile
2. Greet them by name
3. Make eye contact
4. Show enthusiasm
5. Use a warm tone of voice
6. Give your customer 100% of your attention
101

102. —How to Hear Yourself as Others Hear
You
• Notice the following:
• Do you sound enthusiastic?
• Are you speaking in a monotone?
• Do you enunciate and speak clearly, without
mumbling?
• Do you speak at an appropriate volume?
• Do you vary your inflection?
• Does your voice reflect a positive attitude?
102

103. Deal With Unhappy, Irrational, Angry
and Upset Customers
• 96% of unhappy customers never complain
• 91% of those who don’t complain will not buy
again from your business
• The average unhappy customer will share the
negative story with at least nine other people
• 13% will tell more than 20 people
• The average unhappy customer will remember
the incident for 23 1 ⁄2 years
• The average happy customer will talk about the
pleasant experience for 18 months
103

104. The five top reasons customers
complain
• They are confused or overwhelmed
• They feel ignored
• They are defending their ego (self-esteem)
• They were treated poorly in the past
• They had to wait too long for service
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105. Turning Complaining Customers Into
Lifetime Customers
• Using empathetic listening
• Remaining calm and professional
• Analyzing the situation
• Apologizing
• Accepting responsibility
• Thanking the customer for the information
• Asking the customer for recommendations
• Fixing the problem
• Following up
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106. Increase Sales and Profitability
Through Good Customer Service
• Make your customer comfortable
• Meet your customer’s needs
• Give your customer a good deal for the money
• Provide a friendly atmosphere
• Demonstrate product and/or service knowledge
• Make your customer’s buying experience efficient
• Establish trust by providing consistent service
• Provide a hassle-free experience
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107. How to Wind Up Every Customer
Transaction on a Positive Note
The answer to this is just five simple words
you should say to every customer.
Thank you for your business!
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108. Customer Service Superstar
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