Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service occasionally stands out but only because it's the cream-of-the-crap.Last week I had the opportunity to speak at the Lumbermen's Merchandising Corp. annual sales meeting in Dallas. The meetings were held at the Dallas Convention Center and the hotel we stayed... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which... Read More

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on dealing with customer complaints.Instead of dealing with them and attempting to satisfy the customer we should create a process that makes complaining so difficult then when customers complain they get such a huge negative experience and never receive any satisfaction.They... Read More

It Is All About Customer Service!

In this day of terrible customer service, it should come as no surprise that serving your customers, also known as visitors to your web site, must be a top priority. Forget about return on your investment, how your site looks, keywords, meta tags, and the like. Are they important? Yes,... Read More

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."Now don't get me wrong. I spent many, many years training Customer Service Reps.... Read More

From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time. But believe it or not, this is actually a tremendous sales opportunity and a chance for you to... Read More

The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words.When a company lacks the sincerity to deal with their customers fairly, some one comes along and puts the company... Read More

What Type Of Software Is This?

The other day while at the book store, I came across some accounting software CDs strewn with other CDs and books in garage sale box.How can any self respecting businessman (even a small one at that) pick up a copy of this cheap sale accounting CD from the box for... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from a Customer Service Manager working in the paper industry. He wanted me to run a seminar for his team, on "How to Deal with Difficult Customers".I had several telephone conversations with this manager organising dates, times and getting to understand... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category... Read More

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Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Five Tips to Calm Cranky Customers

1. Tis the SeasonRecognize that everyone is frazzled during the... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the... Read More

You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... 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

Dont Work with Jerks: How to Recognize a Difficult Client Early

Five minutes into the call I knew this client was... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... Read More

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Customer Service Consultants

When all else fails in your company to meet the... Read More

Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business,... Read More

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More

Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust

Remember trading stamps? If you're over 40, chances are you... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More