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The Customer is Usually Wrong



Author: Barry Klein, Rob Bishop
Length: 68 minutes
Published: 2011
Format: DVD

Product Code: 827008165490
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In reality, the customer is NOT always right. On the other hand, most customers feel strongly that their attitudes, opinions, and actions involving any given situation are always legitimate. As such the customer’s perception, whether valid or not, should be handled in an appropriate manner. The Customer is Usually Wrong details the need to identify the various personality types that might be encountered in a facility and discusses specific strategies for addressing the “feedback” that those individuals might offer.

Among the topics covered:

• What we mean
• And always remember these three things
• Useful feedback
• New visitors
• Cancelling members
• Between fresh eyes and cancellations are…
• Surveys and knowing your customers
• Examples of feedback we’ve acted on