Print this out for your employees, managers, and yourself. It is a simple, easy to understand reminder of how to retain your customers.

1. 1-Show respect and courtesy, no matter what your Customer’s attitude. 2-Remember: Your Customer is upset with a situation, not you. 3-Listen with patience. Don’t interrupt. 4-Apologize for the problem and empathize with your Customer’s feeling. 5-Remain calm and avoid arguing. 6-Ask for details in order to steer the conversation away from emotions. 7-Use positive language that promotes cooperation: “ Let’s see what we can do.” 8- Involve your Customer in finding a solution. Ask, “What do you think would be fair?” 9-If you get frustrated or angry, take a deep breath- and stay committed to resolving the situation. If in doubt, ask for assistance. 10- Establish trust by keeping your word. Do what you say you are going to do. Remember these are ‘Customers’ that may represent significant ‘purchasing power.’ Customers represent the reason and purpose that your organization was built to service. As a representative always serve them well, with respect, and courtesy. It’s all about them…not you. Create “Customer Insistence” and we all become winners! ©2009 James Feldman Associates, Inc.