Customer Service - Winning Customer Experiences
Winning Customer ExperiencesMuch research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away?... Read More
Call Center Services - An Ever Increasing Demand
Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. Nowadays, a client will normally expect to be able... Read More
It?s Customer Service Stupid: Delivering Customer Service Training That Sticks
"Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life. I am a fan of the book, and of the man,... Read More
The Marvelous World of Metaphors
Recognize metaphors from every angle and round up more insight into your own innovation. Nobody can do it better than you can!A metaphor is a figure of speech in which a word or phrase that means one thing is used to describe an object or ideas to which it is... Read More
Attitude of Service
When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service.It has recently come to mind that the attitude of service is not something you put on and take... Read More
How to Retain Your Customers the Dish Network Way
Customer retention is vital to a business. If you cannot retain your customers you will be continually losing current customers and always on the search for new ones. This can be very expensive. Retaining current customers means continual sales which is essential to keep your business afloat. Here are some... Read More
Quality vs. Quantity
There is a battle in Call Centers. The teams are Quality vs. Quantity; two performance factors that don't seem to get along.? Representative Super Speedy says, "I've taken more calls than anyone on the team today. My average handle time is the lowest on the floor."Coach Level Head breaks it... Read More
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your... Read More
Have You Hugged a Customer Today?
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.Boy, was I mistaken....As it turns out, I seldom use my scanner for slides. And no matter how many different 'Kathy' techniques I tried... Read More
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.- No system to capture and log prospect information/contact data on incoming ad calls.- Poor tracking of incoming calls for source and... Read More
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I Wont Tell My Lawyer but I Will Tell You
A general counsel of a large international consulting firm told... Read More
What?s in a Name?
Different people call their Customers by different names. If they... Read More
Stellar Customer Service in 10 Simple Steps
If you're like me, you've had plenty of experience with... Read More
Your Voice Print
"Mountains are built one pebble at a time and climbed... Read More
Complaining Consumers
The salesman's job is to be well informed; extremely well... Read More
First Contact: The Source of Customer Loyalty
With customers being smarter, more cost conscious, more product knowledgeable... Read More
Boomerang Customers- What You Might NOT Think Brings Them Back!
With all of the calendars and PDA's and lists I... Read More
What Type Of Software Is This?
The other day while at the book store, I came... Read More
Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls
It should be a straightforward business scenario: making sure that... Read More
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees... Read More
The Dissatisfied Customer
We, as small business people, naturally dislike complaints from our... Read More
A New Way To Handle Complaints, Or Is It?
What a lot of money we have been wasting on... Read More
Wholesale Buyers Versus Retail Customers
Are wholesale buyers and retail customers really different? Frankly, there... Read More
E-Business?s Best Friend: eCRM
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
Complaints Are Actually A Good Thing!
Nobody likes to get complaints. They make you question your... Read More
Customer Service and Marketing that Works
Go into many businesses today and try and get service,... Read More
Automating Your Customer Support
My regular readers will know that one of the things... Read More
Everyone talks in code!
How often have you left a meeting with a customer... Read More
Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?
In my day to day practice in strategic human resource... Read More
All of the World of Business Is a Stage
One of the basics of acting taught to me in... Read More
The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better
Yesterday I went to buy a sandwich at a franchised... Read More
How Do You Create Customer Loyalty?
Another sad fact of life is that these days, very... Read More
Identify Your Silent Customer Service Message
With the growing number of people in every business sector,... Read More
Learn to Anticipate Your Customers Needs
This morning I was having breakfast with my good friend... Read More
Over Deliver - The Key to Customer Satisfaction
Client satisfaction starts with meeting or beating the contractual obligations... Read More
Whats The Customer Service Buzz About Your Business?
If you're a regular reader of my column you know... Read More
Make Your Customer Your Friend
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
At Your Service: The Ten Commandments of Great Customer Service!
Customer service is an integral part of our job and... Read More
3 Special Benefits Every Customer Wants
Every customer looks for 3 special benefits when they do... Read More
4 Tips Toward Overcoming Bad Customer Service
Customer service is the pits, you say. You are not... Read More
The 3 Rs of Customer Service
What I am about to tell you may seem very... Read More
And The Difference is... Attitude
I returned a rental car at an airport yesterday. As... Read More
You MUST Sweat the Small Stuff
It's The Little Things That Make or Break a Small... Read More
Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always... Read More
Putting The Serve Back Into Customer Service
Good service is easy to spot and hard-to-find. Mediocre service... Read More
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your... Read More
Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls
It should be a straightforward business scenario: making sure that... Read More
Customer Service Consultants
When all else fails in your company to meet the... Read More
DONT Give Your Customers What They Want!
One of the mantras we hear repeatedly in business is... Read More
Customer Satisfaction Is Your Business
Regardless of what business you are in - you are... Read More
10 Customer Service Quality Statements to Measure up Against
It might sound quick and simple, to say how well... Read More
How to Keep Customers
Who was it that said - "The customer is always... Read More
Make Sure You Get The Customer Perspective
Businesses that fail, often forget to seek out the customer... Read More
Dealing with Difficult People
1. Don't get Hooked !!!When people behave towards you in... Read More
How to Succeed in Business Without Compromising Your Integrity
I spent some twenty years in the corporate world, for... Read More
Listen to Suggestions
If you are up to your ears in a stressful... Read More
Breaking the Ice and Winning Over the Client!
Wherever you turn these days you'll find articles covering every... Read More
Mastering Challenging Service Situations
During the course of everyday business, many of you encounter... Read More
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with... Read More
Automating Your Help Desk Workflow
Do you know you can open, answer, close and report... Read More
Putting The Service Back In Customer Service
The future of customer service is here. Technology has made... Read More
Make Your Customer Your Friend
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners... Read More
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset... Read More
Stand Out in Business the Write Way
When was the last time you received a handwritten note... Read More
How to Transform Your Voicemail into an Effective Medium of Communication
"Hi this is Randy. Leave me a message after the... Read More
The Nine Principles of Customer Service for the Travel Industry©
If you want to learn how to get your clients... Read More
Are You A Coward? I Was
Over the last month, I have come to hate emails... Read More
Communicating Value
Abstract: People buy for their reasons, not yours. This article... Read More
Over Delivering Provides Big Results
Over promising is a problem only when you under deliver.... Read More
Say It With Humor
When you own a business, you may find yourself in... Read More
Got A Consumer Problem?
Millions of people, just like you, end up with a... Read More
Wholesale Buyers Versus Retail Customers
Are wholesale buyers and retail customers really different? Frankly, there... Read More
Customer Service and The Human Experience
Historically, customer service was delivered over the phone or in... Read More
At Your Service: The Ten Commandments of Great Customer Service!
Customer service is an integral part of our job and... Read More
Saying Thank You to Your Clients
"Thanking your customers" - Why you should do it and... Read More
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