Communication & Customer advisory Page 20

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Generally, two main groups of customers can be distinguished. The first group is characterised by its active and dynamical behaviour. With this group one should consider the following points in order for the conversation to take a positive course:

To the second group belong the more hesitating and more passively acting customers which in most cases only make decisions after they being convinced in long discussions and after they thought the decision over again repeatedly. With this group the following points should be considered:

In general, it can be said that people who are sociable and contact-ready by nature get along more easily in the customer service business. One needs a little bit of talent like in each profession, however many things can be learned and trained.


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