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Knowledge Bank Article


You know me. I'm a nice person. When I get lousy service, I never complain. I never kick, I never criticize, and I wouldn't dream of making a scene.

I'm one of those nice customers. And I'll tell you what else I am. I'm the customer who doesn't come back. I take whatever you hand out, because I know I'm not coming back. I could tell you off and feel better, but in the long run, it's better to just leave quietly.

In general, customers are really nice people. If they ask where to find the faucets or men's socks, they probably won't tell your boss if you just say you don't know. And when you make her wait while you complete a task (without calling someone else to help), it's possible that she won't say a thing.

If you embarrass him when the credit card company won't accept the charge, he won't say anything.

The problem with these nice people is, while they won't say anything to you or to your boss, they may not come back. One bad experience can make a customer stay away for months, years, or forever.

That hurts. It hurts the company because it needs every customer it can get. Next time you are the one in six who is having a bad day, leave it behind you when serving a customer. Get into your customer service mode because nothing else matters at that point.

Even better, after you smile and have a favorable contact with that customer, you may be thinking it's not a bad day after all!



We put the SPECIAL in specialized service.

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