Dont Be Afraid To Give Problem Customers The Boot
Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot. If the customer is always right, at what point do you think they... Read More
Reducing Customer Resistance to Your Product or Service
Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business. There are many reasons for feeling resistance including fear of new things or change, fear of failure or success or even fear of not being perfect.When we resist... Read More
Mastering Challenging Service Situations
During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. How can you best handle challenging situations? I have developed and practiced a simple method for just such encounters. If... Read More
Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. Alongside the fruit and vegetables, meat and tinned foods they sold refrigerators that they had purchased at very low cost from an... Read More
Writing The Book On Great Customer Service
Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Is there anything I can do to compete with the bigger store or should I just accept the inevitable? -- Peter Q.A: A wise man once... Read More
Does Your Customer Talk Back To You?
What is your customer saying about you? Do you really know? Does your customer really know who you are?If you don't know what your customer thinks about you, your business, your product and your services, then you might as well close shop!A customer is the lifeblood of every business and... Read More
Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support
Despite rumors to the contrary, the Web is not dead. More people are using it, they have faster bandwidth, and in many cases Net-time is taking over TV- time. It's no wonder more users are turning to the Net for help, rather than the telephone. So why not take advantage... Read More
What Every Employee Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.A. Active Listening: Use this approach... 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
Got A Consumer Problem?
Millions of people, just like you, end up with a consumer problem that they just can't seem to get resolved. No matter what they do. Even though you are in the right, even though you are being treated improperly. You may needle and wheedle them, bellow and battle, but your... Read More
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4 Myths about Customer Value
The purpose of business is to create and retain a... Read More
What Type Of Software Is This?
The other day while at the book store, I came... Read More
Cultivating the Trust Factor
In today's highly competitive economy, it is difficult to maintain... Read More
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you... Read More
Your Number One Asset
Customers put you in business, keep you in business, and... Read More
Wholesale Buyers Versus Retail Customers
Are wholesale buyers and retail customers really different? Frankly, there... Read More
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at... Read More
Have You Hugged a Customer Today?
It all started a couple of weeks ago when a... Read More
Complaining Consumers
The salesman's job is to be well informed; extremely well... Read More
Aint We Wonderful!
It may come as a surprise to you to discover... Read More
Become a Customer Enthusiasm-Guru!
One thing all successful small business owners have in common... Read More
Customer Service: Why Bears Make Bad Customers
Every business owner should have a picture of his or... Read More
Whats Love Got To Do With It?
Customer Loyalty, we all want it. Don't we?Some people say... Read More
Breaking the Ice and Winning Over the Client!
Wherever you turn these days you'll find articles covering every... Read More
How to Easily Increase Your Profits
Do you remember the last time you went into a... Read More
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your... Read More
Provide Exceptional Value - Grow Your Business
The primary objective of a business is to get and... Read More
Customer Satisfaction and the Service Business
The relationship between customer satisfaction and success of a service... Read More
The Death of the Loyal Customer
One of my classes in management focused on the repeat... Read More
One of the Secrets of a Great Customer Experience
A few weeks ago we conducted our annual "Customer Experience... Read More
Establishing Yourself as an Expert in the Eyes of Your Customers
The most important aspect of a successful business is developing... Read More
Loyal Customers Take Commitment
In today's competitive world of retail, many stores are implementing... Read More
One Critical Question to Ask Yourself Every Day
What happened to the old saying, the customer is always... Read More
Over Delivering Provides Big Results
Over promising is a problem only when you under deliver.... Read More
Basic Levels of Consumer Integrity that Presently Permeates Society
Reality is not always pretty. But here is a tad... Read More
Whats For Lunch?
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
Dont Forget your Existing Clients
Quest for new clients shouldn't ignore those who pay the... Read More
Automating Your Customer Support
My regular readers will know that one of the things... 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
Modern Call Center Solutions - Keeping in Touch is the Key
Call center solutions solve a range of age-old problems. As... Read More
The Marvelous World of Metaphors
Recognize metaphors from every angle and round up more insight... Read More
Listening: The Foundation of Communication
Listening is the #1 communication skill for leadership, selling, customer... Read More
Passing the After-Sales Test
Some time ago a major UK food retailer decided to... Read More
Establishing Yourself as an Expert in the Eyes of Your Customers
The most important aspect of a successful business is developing... Read More
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you... Read More
Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)
Traditional marketing strategies encourage business owners to continually grow their... Read More
4 Things Your Clients Want From Your Company
Sure, all clients are different. They have different kinds of... Read More
Hook Me Up With A Human
Oh, what has happened to the carbon-based organizational interface? Many... Read More
CRM - Its Relevance
In today's demanding economy, the first line of any business... Read More
Improving Customer Service
Improving customer service starts at the top - with us... Read More
Small Business Customer Service Can Work Against You
Is the special treatment you designed specifically to keep customers... Read More
What Type Of Software Is This?
The other day while at the book store, I came... Read More
Become a Customer Enthusiasm-Guru!
One thing all successful small business owners have in common... Read More
Responding to Complaints
It's possible that in the course of your business dealings,... Read More
Transforming Disgruntled Customers into Your Biggest Advocates
"I am writing to complain about the widget I bought... Read More
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor... Read More
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any... Read More
Your Voice Print
"Mountains are built one pebble at a time and climbed... Read More
Modern Call Center Solutions - Keeping in Touch is the Key
Call center solutions solve a range of age-old problems. As... Read More
Committed To Your Customer? Prove It When They Complain!
Businesses like to brag in their advertising about quality of... Read More
Communicating for Profit and Customer Satisfaction
The President of a 200+ store division of a major... Read More
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That... Read More
What Every Employee Should Know About Putting Positive Phrases Into Customer Service
If you were a customer on the telephone with a... Read More
DONT Give Your Customers What They Want!
One of the mantras we hear repeatedly in business is... Read More
Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known... Read More
What?s in a Name?
Different people call their Customers by different names. If they... Read More
Add Value - And Kill Mediocrity in Customer Service
There are two kinds of customer service we all experience... Read More
Carpet Cleaning in Surrey
Like any business, carpet and upholstery cleaning requires excellent customer... Read More
What To Do When Youve Blown It
It's bound to happen sooner or later ? yes, even... Read More
4 Myths about Customer Value
The purpose of business is to create and retain a... Read More
The 3 Rs of Customer Service
What I am about to tell you may seem very... 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
Customer Service - Winning Customer Experiences
Winning Customer ExperiencesMuch research has been done on what the... Read More
What Every Manager Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers... Read More
Five Tips to Calm Cranky Customers
1. Tis the SeasonRecognize that everyone is frazzled during the... Read More
Moments That Matter
Many years ago, I was a first year apprentice assigned... Read More
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