The total amount a company spends on keeping a customer happy
The money spent on a product or service by a customer each year
The company revenue spent on advertising
The monetary value per customer accrued to a company over a measured period
I’ll do my best
What I can do is...
Matching their perceived needs to potential solutions
Giving as many of the features of the product or service as possible
Finding out why they contacted us
Offering the best deal
The active response
The negative response
The passive response
The positive response
I need to change my personality to match that of the customer
I am never a ‘stressed-out’ customer, so why should I put up with difficult behaviour from customers?
The customer has a perfect right to be rude if necessary
In any given service or sales situation I can choose my own behaviour for the best possible outcome.
Events don't cause our feelings. It is our interpretation of events and the way we react to them that determines their impact.
People are basically all the same - if we choose certain modes of behaviour, we're bound to improve our relations.
Our senses dictate our favoured forms of language patterns.
We can have little impact upon others' as they choose their own behaviour.
It makes the customer feel good
It displays active listening and willingness to assist
It displays that you are knowledgeable to help
It will prolong your response time