At Your Service: The Ten Commandments of Great Customer Service!
Customer service is an integral part of our job and should not be seen as an extension of it. A company's most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by... 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
Make Sure You Get The Customer Perspective
Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?Oftentimes,... Read More
In the Villa of the Sick Cat -- A Lesson in Customer Care
If you're a pet owner, you know the stress of having a sick pet and you know that having a great veterinarian is a wonderful thing. My cat, Zoe, came down with a nasty infection that had me racing off to the vet's office last week with an unhappy, howling... Read More
Cultivating the Trust Factor
In today's highly competitive economy, it is difficult to maintain a significant market advantage based on your professional skills alone. Developing a trusting relationship with your clients is key to your success. No matter what business you are in, the most powerful value-added you can contribute in any business relationship... Read More
From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore. Instead, the person we are dealing with in face-to-face relationships does not even attempt to feign a smile, but rather... Read More
Listen to Suggestions
If you are up to your ears in a stressful situation, it becomes difficult to think clearly. Sometimes, it is best to walk away from a problem, and think about it, rather than try to solve it with an instant solution.My grandfather used to say: "Even the court jester can... Read More
The 3 Rs of Customer Service
What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when... Read More
How to Deliver Exceptional Customer Service
Having been in business a number of years, I'm amazed at the number of people who don't have the slightest idea of what customer service is. Customer service is not a way of doing things ? it's an attitude.I always love it when company's send their people to seminars to... Read More
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This... Read More
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Why Cant Microsoft Make Soft Packaging?
Why is it that Microsoft wants you to buy its... Read More
Does Your Customer Talk Back To You?
What is your customer saying about you? Do you really... Read More
Learning from Your Employees and Customers Complaints
Listening to complaints, whether they're reasonable or not, is a... Read More
To Complain and Win! - My Personal Recipe
Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More
How To Use Your Current Customers
Jay instructed a customer of his to offer a rare... 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
Sorry, No Customer Service After 4:00 P.M.
A few months ago, I wrote about ingenious styles of... Read More
In the Villa of the Sick Cat -- A Lesson in Customer Care
If you're a pet owner, you know the stress of... Read More
Ten Ways to Help You Improve Your Customer Service
1. Stay in contact with customers on a regular basis.... Read More
What Type Of Software Is This?
The other day while at the book store, I came... 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
How to Retain Your Customers the Dish Network Way
Customer retention is vital to a business. If you cannot... Read More
8 Critical Steps to Establish a Customer Service Culture
"Every company's greatest assets are its customers, because without customers... Read More
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your... Read More
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That... 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
How To Boost Your Bottom Line With Two Little Words
I hate to sound like one of those cheesy get-rich-quick... Read More
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees... Read More
11 Moments of Truth
These moments come when a customer or client?1. Hears someone... Read More
Automating Your Customer Support
My regular readers will know that one of the things... Read More
Over Deliver - The Key to Customer Satisfaction
Client satisfaction starts with meeting or beating the contractual obligations... Read More
The Added Value - Is YOU!
If there was a restaurant in your town that was... Read More
Listening to Customers - 5 Tips
In a strange juxtapositioning of articles, this month's UK '... Read More
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor... Read More
The Art of Giving Great Service
Sales is tough to get right, and depends on retaining... Read More
How to Easily Increase Your Profits
Do you remember the last time you went into a... Read More
Customer Service and Marketing that Works
Go into many businesses today and try and get service,... Read More
Customer Service: Why Bears Make Bad Customers
Every business owner should have a picture of his or... Read More
The death of customer servie
The other day a reporter call to interview me on... Read More
Renewing Customer Loyalty
Every business loses customers, but not many do much about... Read More
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning... Read More
Got A Consumer Problem?
Millions of people, just like you, end up with a... Read More
Customers Who Rave About You and Your Service
According to customer service studies by marketing gurus of 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
CRM For Beginners ? Customer Relationship Management Basics
In order to maintain a successful business, the business must... Read More
Take Care of Yourself Before You Take Care of Your Customer
One of the most important questions people ask when they... Read More
4 Customer Service Mistakes Companies Should Avoid Making
1) Being placed on hold endlessly. Don't you just love... 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
Poor Customer Service - Are Your Customers Driving Away Other Customers
Every customer you have is a word-of-mouth advertiser for you.... Read More
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly,... Read More
8 Critical Steps to Establish a Customer Service Culture
"Every company's greatest assets are its customers, because without customers... Read More
Your Actions Tell Your Clients How You Expect To Be Treated
There is a widely accepted principle of human behavior that... Read More
The Death of the Loyal Customer
One of my classes in management focused on the repeat... Read More
When the Customer Demands: Give a Discount or Lose the Order
Periodically every sales person encounters the customer who refuses to... Read More
4 Things Your Clients Want From Your Company
Sure, all clients are different. They have different kinds of... Read More
Your Voice Print
"Mountains are built one pebble at a time and climbed... 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
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always... Read More
Marketing as a Spiritual Practice
"Marketing as a spiritual practice." It sounds contradictory ? how... Read More
Debt Elimination Scam
May people these days have a problem with mounting debt.... Read More
Hit The Jackpot With Customer Complaints
Our most powerful instinct is to avoid customer complaints, but... Read More
Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms
Corporations in every sector are spending more than ever before... Read More
First Contact: The Source of Customer Loyalty
With customers being smarter, more cost conscious, more product knowledgeable... Read More
It?s Customer Service Stupid: Delivering Customer Service Training That Sticks
"Society is always taken by surprise at any new example... Read More
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts... Read More
CRM - Its Relevance
In today's demanding economy, the first line of any business... Read More
Why Communication Skills Dont Work In Customer Service
Every time my firm conducts communication skills training, we know... 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
Whats Love Got To Do With It?
Customer Loyalty, we all want it. Don't we?Some people say... Read More
Handling Angry Clients
What do you do when your client gets mad at... 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
Restaurant Scheduling for Success
- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning... 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
Passing the After-Sales Test
Some time ago a major UK food retailer decided to... Read More
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