CRM - Its Relevance

In today's demanding economy, the first line of any business during economic uncertainty is to get closer to the customer. Customers often want information along with a quote or invoice on the spot. With lack of information, the customers do not fix loyalty to a particular product or service and... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how few businesses remember how to provide quality service to their customers. But a recent trip to Italy not only reminded me that the art of service is not dead, but that providing outstanding service is the key to almost any... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well informed. For this information is how he earns his bread. At a car dealership the commission over the MSRP on some cars would barely be enough to pay rent. A dealer must fight for every penny of the margin in... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions"...might sound like music to your ears, but that's just the time you... 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

What Every Employee Should Know About Putting Positive Phrases Into Customer Service

If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?* I'm sorry. I didn't get that.... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget it.First thing: If you have a legitimate claim denied or a beef with a company (my method can be applied to insurance companies, dealerships, bad fish, or whatever), prepare yourself for the likelihood of frustrating conversations with people who either... 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

Write a Business Thank-You Note

Have you seen that thing on TV where the gal tells the nerd she wonders why he never asked her to marry him and he stumbles and says "Thank You" and she turns to butter?The point of the message is that "Thank You" goes a long way to making people... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine subscription service arena online, MagMall.com is gaining traction real fast. In December, the subscription retailer relaunched it's once relatively boring (though clean) site with the express intent of competing more effectively against its rivals. Key to the makeover is allowing... Read More

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Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... 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

Poor Customer Service - Are Your Customers Driving Away Other Customers

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

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... 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.... Read More

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

What Exactly is Customer Relationship Management?

The defintion of Customer Relationship Management (CRM) that I favor... 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

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

Handling Difficult Customers - 8 Strategies

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

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Why Cant Microsoft Make Soft Packaging?

Why is it that Microsoft wants you to buy its... Read More

The 3 Rs of Customer Service

What I am about to tell you may seem very... Read More

How to Retain Your Customers the Dish Network Way

Customer retention is vital to a business. If you cannot... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by... Read More

Your Career Plan--Think Like A CEO

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

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse.... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

The Importance of Good Customer Service

Do you have good customer service? Even for your free... 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