Pearson Training & Consulting

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 Thank you for visiting with us.  We are glad to have you and truly do appreciate your time 

 because we know you could be doing something else.  We are often reminded that:

"A customer is the most important visitor on our premises.  He is not dependent on us.  We are 

 dependent on him.  He is not an interruption in our work.  He is the purpose of it.  He is not an 

 outsider in our business.  He is part of it.  We are not doing him a favor by serving him.  He is doing us a favor by giving us an opportunity to do so."

                                                                 -M. Gandhi   

Customers form impressions of your business with each employee contact.  This is known as your moment-of-truth.  The moment-of-truth is a very short window: 15-20 seconds.  The impression formed during this period will determine whether or not customers bring you future business and what they tell friends and family.

Bad News!                                                                                                                          Good News

  •         70% of customers say they no longer support your business due poor service                This can be fixed by properly trained employees


  •        Only 4% of angry customers will complain to you about a service breakdown                   You can turn this 4% in to very profitable customers

  •        One unhappy customer will tell at least 10 people about negative experience                   Well-trained employees can change negative perception             

Online customer service training in English and Spanish.  

Please click on to access.


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