How To Lose Customers Without Really Trying

Keeping the customer satisfied

How to lose customers

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Vintage Video Arts



Customers can be trying – and not all of them are necessarily pleasant. But it is vital to treat them all as personal guests, making them welcome and indulging their whims.

In various realistic scenarios, staff resort to aggressive behaviour, by being patronising or superior, or defensive behaviour, where they ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioural rules to make customers happy and keep them coming back.

They provide a memorable demonstration of the dos and don’ts of customer care, which include: finding the real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion.

This programme clearly defines valid rules for any customer care exercise and demonstrates that the key learning points for keeping customers satisfied apply to front-line staff in any organisation – from sales to service to a retail checkout or reception desk.

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Mark Helen Baxendale
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