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When a company gets too big for its britches, then the focus shifts. A good idea in that case might be to go to the website and be a mystery shopper. See where you get stuck and where there is no contact number to call if I have a problem.

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About 85 percent of the time, the most difficult situations have their roots in the mechanics of how to respond to the person. The other 15 percent of the time, no communication technique will work for you. If you have a business meeting, make sure all of the front line people are there, because they hear the complaints from your customers, she added. However, if you recognize certain customer behaviors, you can adapt to each individual to ensure a positive experience.

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Reader Comments Wednesday, August 26, at 6: This is such an important article for all business owners, especially the ones starting their own business. I can't tell you how many times I have gone into a business for service and as I was walking out thinking that that business could do so much better if their customer service was at least decent. I have had the experience that good customer service is very hard to find and that's one of the reasons business struggle getting and keeping customers and then they wonder what is the problem. I prefer to shop at business B with great customer service and a little higher prices, than to shop at business A with lower prices and bad customer service.

The Psychology of Customer Service

Customer service is one of the legs of the stool in deciding how successful a business going to be. Wednesday, February 4, at 6: Unless your greeting process is scripted by your employer, the specific words that you say should flow from your best judgment of the situation—as long as they are sincere, appropriate, and benefit the customer.

Burns, a pioneer of cognitive-behavioral psychotherapy, teaches people to deal with this and other errors of thinking by writing down their automatic thoughts—and then examining the fallacies of these statements and writing down more accurate thoughts to replace them. In both cases, you substitute your instinctive thoughts with more rational ones to change both your mood and your reactions.

Chapter 2 The Inner Game of Customer Contact 23 there is some powerful psychology behind this technique, which has led to a revolution in treating emotional problems. Rethinking and reprogramming your reactions to people and situations has become a key component of cognitive-behavioral psychotherapy, one of the more popular approaches in use today for treating mood disorders.