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
Your Number One Asset
Customers put you in business, keep you in business, and... Read More
Dealing with Difficult People
1. Don't get Hooked !!!When people behave towards you in... Read More
The Sellers Creed
I will not make sales. I will make Customers.I will... Read More
Under Promise & Over Perform: The Art of Managing Customer Expectations
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset... Read More
CRM = Customers (dont) Really Matter
CRM was supposed to bring companies closer to their clients.... Read More
We Got It Wrong: Never Under Promise & Over Deliver
You know how it is, you believe something for so... Read More
Customer Service Has Moved Toward Customer Care
As I waited for an answer to my VCR inquiry... Read More
Call Center Services - An Ever Increasing Demand
Are your company's call center services all that they could... Read More
How To Use Your Current Customers
Jay instructed a customer of his to offer a rare... Read More
Customer Service and Marketing that Works
Go into many businesses today and try and get service,... Read More
Learn to Anticipate Your Customers Needs
This morning I was having breakfast with my good friend... Read More
Customer Service and The Human Experience
Historically, customer service was delivered over the phone or in... Read More
Finding Out Why a Potential Customer is Calling On You
Our challenge as the business owner/sales person answering the telephone,... Read More
What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees
Listening to complaints, whether they're reasonable or not, is a... Read More
Customer Service Is Dying - and Im Not Feeling So Good Myself
Have you ever called a company and been greeted with... Read More
E-Business?s Best Friend: eCRM
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
Developing A Customer Complaint System
Background The company was experiencing an increase in the number... Read More
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it... Read More
Customer Service - A Sweet Essence
First let us specifically define customer service. It is the... Read More
How To Build Stellar Client Relationships
Your opportunity to build a stellar client relationship starts with... Read More
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your... Read More
Write a Business Thank-You Note
Have you seen that thing on TV where the gal... Read More
What Every Employee Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More
Listen to Suggestions
If you are up to your ears in a stressful... 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
Transforming Disgruntled Customers into Your Biggest Advocates
"I am writing to complain about the widget I bought... Read More
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at... Read More
Are You Giving Your Customers Enough Reasons To Return To Your Business?
Good customer service just isn't enough anymore in the marketplace... Read More
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your... Read More
Carpet Cleaning in Surrey
Like any business, carpet and upholstery cleaning requires excellent customer... Read More
Whats For Lunch?
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
How to Win the Hearts of Your Customers and Friends
Those of us doing business over the internet have to... Read More
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