Spend the first minutes of the conversation listening and being seen to listen.

1. Don’t lecture or talk down to your customer. I was once turned from annoyed to absolutely furious when instead of a refund for a fault on their side – I received a lecture on what I should have done instead.
2. Don’t promise things that you cannot produce – this will only escalate the problem.
3. Don’t be a “jobsworth” – that is don’t suck the air through your teeth and say – “can’t do that – it’s more than my job is worth”. Your role is to find a solution to the problem that your customer has.
4. Don’t stand over your customer – especially if you are a man talking to a woman or anyone talking to an elderly customer. This is intimidating.
5. Alternatively don’t be too timid either – they want to know that you are empowered to solve the problem. Also bullies will only feel that they can be more demanding.
6. Do not lose your temper, become abusive or difficult, no matter how tempting – this will only escalate the problem.
7. Don't try and cut them off, don't urge them to calm down, switch off from what they are saying, instead, listen carefully to what the problem is.
8. Anger is a natural, self-defensive reaction to a perceived wrong. If there is a problem with your company’s product or service, some frustration and disappointment is justified. Don’t fuel their anger by not understanding the complaint or not seeming to want to solve it.
9. Do not question their understanding of the problem or question as to whether they have the correct dates/time/figures etc. Seeming to place blame onto the customer will only inflame the situation.
10. Do not blame your company, or say “it’s a common problem”, not only will this annoy the customer more, but you open your company up to litigation or bad press.

    Now The Must Do’s

1. Be polite at all times.
2. Move to a quieter area of the store if possible – letting them know it is so that you can give them your total attention.
3. If possible sit down with them – it is much harder to be annoyed when sitting and it also shows that you are there to spend time talking to them.
4. Give them your name and assure them that you are able to solve their problem.
5. Be confident and project a confident, caring attitude.
6. Put yourself in the customer's place and try to see the situation from their perspective.

7. Spend the first minutes of the conversation listening and being seen to listen.

8. Once they have given you the details – summarize
   Flexibility As a Criteria for Information Systems
   Today more than before, flexibility or maneuvrability, is important when designing or buying information systems. This is a new kind of thinking where it is no longer sufficient to construct an information plan for the near future and design systems as planned. Plans do change often and before your system is implemented there is already a new technology available that provides other opportunities.The depreciation rate of information systems is higher than any other investment category. Change is the order of the day.But there is something special about this flexibility requirement. And that is to do with the fact the flexibility is not functional. But to design systems that are flexible you
   listen attentively in order to understand the source of that frustration. When you do that, you send the message that you care about then and their problems.
   
   If you treat the customer politely, understand what their problem is and give some kind of resolution to their woes – then you will have a happy customer again. Realistically though there are always some people who just like to complain or are complaining in order to gain something.
   
   Firstly the No No’s
   

   1. Don’t lecture or talk down to your customer. I was once turned from annoyed to absolutely furious when instead of a refund for a fault on their side – I received a lecture on what I should have done instead.
   2. Don’t promise things that you cannot produce – this will only escalate the problem.
   3. Don’t be a “jobsworth” – that is don’t suck the air through your teeth and say – “can’t do that – it’s more than my job is worth”. Your role is to find a solution to the problem that your customer has.
   4. Don’t stand over your customer – especially if you are a man talking to a woman or anyone talking to an elderly customer. This is intimidating.
   5. Alternatively don’t be too timid either – they want to know that you are empowered to solve the problem. Also bullies will only feel that they can be more demanding.
   6. Do not lose your temper, become abusive or difficult, no matter how tempting – this will only escalate the problem.
   7. Don't try and cut them off, don't urge them to calm down, switch off from what they are saying, instead, listen carefully to what the problem is.
   8. Anger is a natural, self-defensive reaction to a perceived wrong. If there is a problem with your company’s product or service, some frustration and disappointment is justified. Don’t fuel their anger by not understanding the complaint or not seeming to want to solve it.
   9. Do not question their understanding of the problem or question as to whether they have the correct dates/time/figures etc. Seeming to place blame onto the customer will only inflame the situation.
   10. Do not blame your company, or say “it’s a common problem”, not only will this annoy the customer more, but you open your company up to litigation or bad press.

       Now The Must Do’s

   1. Be polite at all times.
   2. Move to a quieter area of the store if possible – letting them know it is so that you can give them your total attention.
   3. If possible sit down with them – it is much harder to be annoyed when sitting and it also shows that you are there to spend time talking to them.
   4. Give them your name and assure them that you are able to solve their problem.
   5. Be confident and project a confident, caring attitude.
   6. Put yourself in the customer's place and try to see the situation from their perspective.

   7. Spend the first minutes of the conversation listening and being seen to listen.

   8. Once they have given you the details – summarize
      Everything That You Should Know About Data Entry Jobs Online
      Find out what a data entry job online actually is, and if this is the kind of job that you want to have.Where Do Data Entry Jobs Come From?Data entry jobs were the hallmark of the temporary employment agencies. Actually, when one thinks about it, the word ‘were’ is a misnomer as data entry jobs still remain in high demand and many temporary agencies are always on the lookout for those who can fill data entry positions.What is Required to Work a Data Entry Job OnlineData entry jobs online require quite a bit of skill. Speed and accuracy are the most important. One who can perform data entry tasks quickly would be a highly prized commodity in the office world.Data Entry J
      ly escalate the problem.
   9. Don’t be a “jobsworth” – that is don’t suck the air through your teeth and say – “can’t do that – it’s more than my job is worth”. Your role is to find a solution to the problem that your customer has.
   10. Don’t stand over your customer – especially if you are a man talking to a woman or anyone talking to an elderly customer. This is intimidating.
   11. Alternatively don’t be too timid either – they want to know that you are empowered to solve the problem. Also bullies will only feel that they can be more demanding.
   12. Do not lose your temper, become abusive or difficult, no matter how tempting – this will only escalate the problem.
   13. Don't try and cut them off, don't urge them to calm down, switch off from what they are saying, instead, listen carefully to what the problem is.
   14. Anger is a natural, self-defensive reaction to a perceived wrong. If there is a problem with your company’s product or service, some frustration and disappointment is justified. Don’t fuel their anger by not understanding the complaint or not seeming to want to solve it.
   15. Do not question their understanding of the problem or question as to whether they have the correct dates/time/figures etc. Seeming to place blame onto the customer will only inflame the situation.
   16. Do not blame your company, or say “it’s a common problem”, not only will this annoy the customer more, but you open your company up to litigation or bad press.

       Now The Must Do’s

   1. Be polite at all times.
   2. Move to a quieter area of the store if possible – letting them know it is so that you can give them your total attention.
   3. If possible sit down with them – it is much harder to be annoyed when sitting and it also shows that you are there to spend time talking to them.
   4. Give them your name and assure them that you are able to solve their problem.
   5. Be confident and project a confident, caring attitude.
   6. Put yourself in the customer's place and try to see the situation from their perspective.

   7. Spend the first minutes of the conversation listening and being seen to listen.

   8. Once they have given you the details – summarize
      How to Write Great Headlines
      According to experts, just changing the headline of an ad or sales letter has been known to dramatically improve the effectiveness of an ad or sales letter by up to 1700 percent! Yes, headlines are that powerful--and that important!An effective headline will do many things at once. It will attract the readers attention, convey benefits by appealing to the readers self-interest and it will set the stage for what is to come. It will also target the audience for which it was intended.But the number one thing a headline should always do is answer the question, "What's in it for me?" Why? Because that's all most of us really care about.So what are the characteristics of a good headline? F
      switch off from what they are saying, instead, listen carefully to what the problem is.
   9. Anger is a natural, self-defensive reaction to a perceived wrong. If there is a problem with your company’s product or service, some frustration and disappointment is justified. Don’t fuel their anger by not understanding the complaint or not seeming to want to solve it.
   10. Do not question their understanding of the problem or question as to whether they have the correct dates/time/figures etc. Seeming to place blame onto the customer will only inflame the situation.
   11. Do not blame your company, or say “it’s a common problem”, not only will this annoy the customer more, but you open your company up to litigation or bad press.

       Now The Must Do’s

   1. Be polite at all times.
   2. Move to a quieter area of the store if possible – letting them know it is so that you can give them your total attention.
   3. If possible sit down with them – it is much harder to be annoyed when sitting and it also shows that you are there to spend time talking to them.
   4. Give them your name and assure them that you are able to solve their problem.
   5. Be confident and project a confident, caring attitude.
   6. Put yourself in the customer's place and try to see the situation from their perspective.

   7. Spend the first minutes of the conversation listening and being seen to listen.

   8. Once they have given you the details – summarize
      Expense Report Forms
      Expense report forms are the formats to be filled out by an employee for claiming reimbursement of expenses of official or personal visit. Every organization will have its own format. It is advisable to use an expense report form rather than simply listing out all the expenses in an Excel sheet and submit that. Through the form, both the employee and the employer are in a position to have a clear-cut idea as to how much money is involved in the form of expenses so that reimbursement will be quickened. Thus, the process of expense reporting starts with filling out the expense report form. Some organizations have online versions of these expense reports in which the employees need to enter all the data and
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   1. Be polite at all times.
   2. Move to a quieter area of the store if possible – letting them know it is so that you can give them your total attention.
   3. If possible sit down with them – it is much harder to be annoyed when sitting and it also shows that you are there to spend time talking to them.
   4. Give them your name and assure them that you are able to solve their problem.
   5. Be confident and project a confident, caring attitude.
   6. Put yourself in the customer's place and try to see the situation from their perspective.

   7. Spend the first minutes of the conversation listening and being seen to listen.

   8. Once they have given you the details – summarize them back to them to show that you have understood.
   9. If you do not understand what the problem is – ask leading questions so that you do.
   10. At this point your customer should be a little calmer and understanding that you are there to solve the problem for them.
   11. Apologize, emphasize and solve the problem.
   12. If it is a problem that is easily solved – such as a faulty item then offer a refund or exchange (depending upon your store policy) then solve it very quickly and with good grace and an apology!
   13. Offer a solution to the problem giving details of what you can do, when you will do it by. If it is not an immediately solvable problem then give an estimated time as to when it will be solved and take your customer’s contact details.
   14. If store policy states that you cannot refund, make good or exchange, then find some other way of compensating them such as priority service, gift wrapping, credit notes etc. If this is not possible politely explain why you cannot resolve the problem.
   15. SOLVE THE PROBLEM. Make the calls, contact the staff etc.
   16. Follow up with the customer as promised, giving updates as necessary.
   17. MOST IMPORTANTLY: Make the customer feel important, cared for and looked after. Let them know you are working hard to get their problem fixed.
   18. Thank them for their patience and understanding and assure them that you would love to see them back as customers.
   REMEMBER: It is not whether or not you have a problem, or even what the problem is – the mark of a good business is how you solve the problems!