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"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
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"Pager companies are very much looking to provide new services to help them regain some of their customer base."
"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
"If they don't want to pay for it, they can stop drinking it."
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
"The well-satisfied customer will bring the repeat sale that counts."
"Courteous treatment will make a customer a walking advertisement."
"Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about?"
"They're pushing credit cards. They don't take Visa, but they do take American Express, or they don't take this one, but they take that one, or you'd better bring this one, or if you forget who you are, look on your credit card; it will be there."
Explore more quotes by Susan C. Young
"Think about the people in your life with whom you have the most engaging dialogue-the ones who will listen to you and consider your opinions regardless of the topic. They'll stop whatever they are doing to give you their full attention. They become completely present and hear you."
"Eye Contact. Direct eye contact is one of the best compliments you can give to another. You are subliminally telling them that you are listening, they matter, and that what they have to say is important."
"Whether it is in a sales situation, love at first sight, a husband and wife having an important conversation, a parent disciplining a child, or a teacher instructing her students, eye contact is a powerful body language for enriching engagement, focus, and communication."
"Handshakes, Hugs & Other Touching. Learning how to touch appropriately can elevate your presentation, demonstrate respect, and convey confidence."
"Considerations & Exceptions for Impressive Handshakes Be mindful of a person's age; be tender with arthritic hands. In that case, a loose and gentler handshake is a gesture of sensitivity and compassion. Show interest; even if your right hand is full, offer your left hand. Demonstrate respect when you are caught in an introduction while seated; try to stand. Be instinctive about when to allow the length of your handshake to linger to express unity, connection, or sympathy."
"Who are we the most comfortable with? People who are the most like us! The "Similarity-Attraction Hypothesis (Newcomb, 1956) found that similar (real or perceived) personalities are a major determinant of our likability and friendship choices. It is simply human to gravitate toward people like us. This tribal inclination runs the gamut across demographics of age, ethnicity, culture, education, religion, and even personality style. Mirroring will enable you to find ways to create the comfort of familiarity through similarity."
"Punctuality has been called a "homely, but solid virtue. Although it is not fancy, it is a strong reflection of a person's character."
"Without proper readiness, we're subject to a 'flub,' or a costly mistake which might have been easily prevented with some simple homework beforehand. Failing to do so deteriorates credibility and reputation, leaving us vulnerable to an unfavorable impression."
"A high self-esteem can quickly deteriorate into egotism, arrogance, and an over-confidence that can backfire and turn people off."
"Have you ever had a legitimate complaint as a customer which made you angry, upset, or frustrated? How was it "handled?" If you were dealing with an inept, uncaring, or untrained employee, they may have made matters even worse by being rude, defensive, or apathetic. Simple acknowledgment and validation of your complaint is sometimes all that is needed. Without it, you're left frustrated or upset."
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