Techniques for Communicating with the UPSET PUBLIC

A workbook by Stephen Tweed and Jason Tweed

Some say business is built on satisfied customers. They are wrong. Business is built on Enthusiastic Customers. An Enthusiastic Customer tells an average of three other people about their positive experience. Your business grows as you exceed your customers’ expectations.

Dissatisfied customers can destroy your business. A dissatisfied customer tells an average of ten others about their negative experience. Your business shrinks every time you disappoint.

Techniques for Communicating with the UPSET PUBLIC is an in-depth customer service training program designed to teach your point-of-contact staff to convert a potentially dissatisfied customer into an Enthusiastic Customer.

This workbook is the exact same workbook used in our training sessions; the exact same information we’ve presented to thousands of participants. Use this workbook as a personal training manual or as a preview of the workshop.