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QX | Dealer Customer Service Program MODULE 2 – The Customer Service Experience
6
DidYouKnow?
Only one out of 25 dissatisfi ed customers will express dissatisfaction.
1
Try it Yourself
Pair up with another customer service representative at your store. One of you will speak for two minutes about
a problem you once had and how you felt. (Examples: poor service at a restaurant, a disappointing movie, a
vacation that didn’t go as planned).
The other customer service representative will listen effectively for the two minutes, and then paraphrase
everything back to the other customer service representative. It is important to repeat back ALL the issues and/or
problems. Try it. It’s harder than it seems!
More ways to be a skillful listener
• Be curious. Asking questions creates sincere interest.
• Don’t interrupt. It sends a signal that your point is more important. Give customers time to get their
thoughts out.
• Know your audience. When speaking with senior citizens speak slowly and adjust your voice so
they can hear you. If you are speaking with someone who doesn’t know English well, slow down and
periodically check for understanding.