By Barry Klein, Rob Bishop
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 areĦ
~ Surveys and knowing your customers
~ Examples of feedback we've acted on
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