1. Customer attitude
1.1. defection (stop buying)
1.2. dissatisfaction
1.2.1. 95% do not complain - just change
1.2.2. word-of-mouth - powerfull
1.3. allegiance, loyalty
1.4. delight
1.4.1. extreme satisfaction
1.4.2. when expectation exceeded
1.4.3. degree of involvement
2. Tips
2.1. fury and anger
2.1.1. it ain't personal
2.1.1.1. real source is elsewhere
2.1.1.2. it's difficult to yell or abuse the entire organisation
2.1.2. desire is?
2.1.2.1. prolem to be solved
2.1.2.2. so angry - can't work positively
2.1.2.3. problem becomes secondary
2.1.3. what to do?
2.1.3.1. observe sutomers approach
2.1.3.1.1. tell-tale sings before talking (hunched shoulders, clenched fists, red face, fidgeting, starring or avoidance)
2.1.3.1.2. do not react too quickly
2.1.3.1.3. remember yourself you can control the situation
2.1.3.2. present yourself un-beuracratic
2.1.3.2.1. customer sees as human being
2.1.3.2.2. sees as an object
2.1.3.3. POLICY
2.2. face-to-face
2.2.1. waiting - offer a drink, maganines, chair
2.2.2. provide smth free
2.2.3. provide website and FAQ section
2.2.4. don't give customers the run-around
2.2.5. invite to an event
2.2.6. ask how you can improve
2.2.7. tell about money-back guarantee
2.2.8. maintain good eye-contact
2.2.9. open body-posture
2.3. hotline
2.3.1. do not pass from person to person
2.3.2. specific comments
2.3.3. do not let them wait
3. Useful Phrases and Idioms
3.1. to pass the buck
3.2. to get to the bottom of the problem
3.3. to be ripped off
3.4. to slip sb's mind
3.5. to talk at cross-purposes
3.6. to be the last straw
3.7. to go extra mile
3.8. to handle comlaints
3.9. establish rapport
4. Changes
4.1. before
4.1.1. 30 years ago - personal and familiar
4.1.2. face-to face with local manager
4.2. later
4.2.1. dealing with business more
4.2.2. mechanical systems
4.2.3. CRM located in other places
4.3. now
4.3.1. local adaptation, so to capitalize globally
4.3.2. pre-empting the customers needs, acting intuitively
4.3.3. cutomers data
4.3.3.1. build profiles
4.3.3.2. faster reaction, systems contact
4.3.3.3. anticipation potential issues
4.3.3.4. knowledge of exact goal of the customer
4.3.4. difficulties
4.3.4.1. lip service
4.3.4.2. non-effective usage of resources
4.3.4.3. being left-behind
5. Internet
5.1. we deal with brand on a daily basis
5.2. brand-building
5.3. direct sales
5.4. PR
5.5. customer service
5.6. social media - voice of respond and hundreds of channels
5.7. critisism
5.7.1. spread widely
5.7.2. chewed over
5.7.3. reaches a certain volume
5.7.4. picked up
5.7.5. amplified further by the mainstream media