25 Cool Facts About Customers for New D2R Team Members

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FACT 1

The customer is not always right.

FACT 2

Customers can make unreasonable requests.

FACT 3

Customers can have unreasonable expectations.

FACT 4

Sometimes customers can play “fast and loose” with the facts.

FACT 5

A customer needs to treated as important as if s/he is important and their opinions, needs and wants are worth listening to

Fact 6

A customer deserves to receive maximum effort on the part of those serving her/him even when a customer’s wants may be impractical.

Fact 7.

Even if you can’t help a customer at a particular moment, it doesn’t mean how she/he was treated during the conversation doesn’t have immediate or future value.

FACT 8.

Doing the right thing for the customer at the right time is the essence of customer service.

FACT 9.

Customer problems, whether real or imagined need solving.

FACT 10.

Customers respect your effort in helping to solve their problems.

FACT 11.

Customers want and expect to have their needs, expectations, feelings, and words acknowledged and understood.

FACT 12.

Customers who feel understood and acknowledged feel important.

FACT 13.

Customers want to have choices and options beyond this company.

FACT 14.

Customers want to feel that they are making decisions and that you are helping them.

FACT 15.

A helpless or powerless customer is likely to become frustrated, angry, and aggressive.

FACT 16.

Customers appreciate “positive surprises” such as free add-ons and discounts.

FACT 17.

Customers expect value for their investments of time and money.

FACT 18.

The price a customer pays is only one part of what value is.

FACT 19.

A customer looks to the quality and expertise they receive you as an example of value beyond the cost of the product or service.

FACT 20.

A customer expects “reasonable simplicity” when it comes to addressing her/his needs.

FACT 21.

A customer does not like to jump through hoops to her/his needs addressed.

FACT 22.

A customer wants her/his needs to be addressed with speed and with promptness.

FACT 23.

Customers want the assurance that the information they share with you will be kept safe and confidential.

FACT 24.

By acting in accordance with what a customer wants, you are provide her/him with a sense of security and confidence in you personally and in us as a company as well.

FACT 25.

You are setting the tone for how future conversations will go, whether or at the time you talk to them they purchase our services.

SLIDE 26

This builds loyalty.

SLIDE 27

Loyalty has more to do with trust and confidence than with making a sale.

Slide 28

We believe loyalty can apply in almost any situation including how well we treat you as a valued team member.

Slide 29.

We value your feedback.

Slide 31.

We welcome your suggestions.

Slide 32.

We encourage your participation in every facet of our young company.

SLIDE 27

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SLIDE 28

Our 25 Cool Facts are not original. But Robert Bacal of Work911 (make hot) is. His Perfect Phrases for Customer Service 2nd ed can be found here. http://amzn.to/1OPtEUw Simply put, his book is indispensable to anyone who takes the wants and needs of a customer seriously. And who is this customer? That customer is you.