1. AGIP Session TAGOrg 2022

2. Welcome Keywords: –Passion –Future –Leader –Development –… Some info about: Losing clients, common mistakes, writing & style 2

3. Why do we lose clients 1% just die 3% move away 4% natural changers 5% take friends’ recommendations 10% Natural Complaints 68% because of indifferent attitude 3

4. The bad news When a customer complains, there are about 30 who are unhappy but remain silent An unhappy customer sill speak to about 15 friends about his bad experience More than 90% of your unhappy customers will not come back when they find your competitors. You pay 7 times more to get a new customer than to keep an old one The word of mouth is 100% more effective than any other form of marketing Happy customers will hardly tell more than 6 friends 4

5. The good news At least 90% of those who complain will come back to you, if you resolve their problem quickly At least 70% of them will come back if you resolve their problem to their satisfaction While 2% of them will come back if you apologize to them When you impress your customer, they will enjoy it by telling others about it. 5

6. “Style” First and for most, determine recipient(s): to whom? Avoid use of slang words Use grammatically and linguistically correct sentences. Avoid long sentence Try not to use abbreviations and technical terms Avoid the use of ambiguous and uncertain words such as soon, Shortly Care to be taken to the salutation, title, and the correct spelling of the names of persons and companies 6

7. “Style” Be specific and avoid generalization Make sure to use technically correct terms Focus on delivering the objective of the message rather than the articulation thereof When giving opinion, justify your answer Watch Your Tone Use clear signature Always confirm phone calls with emails 7

8. Common Mistakes Unclear replies with no details when needed Delays Incomplete Answers Inaccurate Correspondences Linguistics Tone 8

9. When responding to complaints: Start by breaking the ice Never express indifference- every complaints count The Client is always right? Focus on providing solutions rather than justifying Avoid the “blame game” and exchanging accusations Never take it personal Never reply immediately Ask someone to double-check Avoid aggressive, dry, defensive and overly apologetic tones- be neutral and objectives at all times 9

10. The 7 unique characteristics of services –Perishable (cannot be stored) –Heterogeneous –Operational process (often process based), steps that all must work –Encounter Based (last encounter very important), service culture –Non-conditional guarantees (we need to beware of some cultures in some regions!) –Intangible –X-llent people (we are as good as our weakest employee) 10

11. New Knowledge Database WIPS 2.0 Charges – Market competitiveness Continuous training Statistics from registrars, letter, and other info Best practices Inspection and support Second person 11