Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, by taking them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace.After all, a complaint is nothing more that... Read More
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
Sales is tough to get right, and depends on retaining those customers, yet people do it badly and unprofessionally all the time. It's really not difficult to learn the art of good service, and if you get it perfect, you will see those rewards.Let's look at an example of service... Read More
It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....There are two ways you can go about this:1. You can stand up for your rights (and lose the customer and any possible referrals)2. You... Read More
"Thanking your customers" - Why you should do it and how...Your customers make up 100% of your sales and 100% of your profits. Yet we spend a lot of money and time beating the bushes for new customers and not much time thanking those responsible for 100% of our business!... Read More
I got it into my head sometime in December 2004 that I wanted order a laptop computer. I thought I would get one from the hugely popular computer company that allows you to call their 800 number and custom order what you want. Presto, like magic, it appears at your... Read More
Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it. Some say that customers have changed and that the pursuit of loyalty... Read More
I wish I had a nickel for every time someone said to me, "Oh, you do Mystery Shopping; I always wanted to do that!" I think most people do find the thought of posing as a customer and reporting back on how they were treated, rather intriguing. But there is... Read More
Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively to what you had to... Read More
Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's.Begin the process here . . .--Know who your ideal client is.Minimize problems from the get-go by targeting clients you want to work with and clients you... Read More
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In a mobile detail or mobile car wash business you... Read More
Today, there are situations when we actually add a "middle... Read More
When you make a mistake with a customer, should you... Read More
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A couple of years ago I had a call from... Read More
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With Some Tips on How to RespondTt has probably happened... Read More
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"I am writing to complain about the widget I bought... Read More
After years of flying below the radar in the magazine... Read More
You try to make your customers happy. You sincerely WANT... Read More
The other day a reporter call to interview me on... Read More
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I hate to sound like one of those cheesy get-rich-quick... Read More
Good customer service just isn't enough anymore in the marketplace... Read More
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You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More
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7:00 a.m., the silence in the house is broken by... Read More
Clients? they are the most important influence in the success... Read More
Reality is not always pretty. But here is a tad... Read More
'A 5 percent increase in customer retention increases profits by... Read More
Customer service is an integral part of our job and... Read More
It all started a couple of weeks ago when a... Read More
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
Given the choice of dealing with a positive, upbeat employee... Read More
"Hi this is Randy. Leave me a message after the... Read More
Wherever you turn these days you'll find articles covering every... Read More
Call center solutions solve a range of age-old problems. As... Read More
Some time ago a major UK food retailer decided to... Read More
"Society is always taken by surprise at any new example... Read More
I hate to sound like one of those cheesy get-rich-quick... Read More
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More
There are five techniques that have been proven to be... Read More
Welcome to the inaugural issue of Human Tech Tips --... Read More
When you own a business, you may find yourself in... Read More
If you're like me, you've had plenty of experience with... Read More
I spent some twenty years in the corporate world, for... Read More
I'd like to start this article with a test ?What... Read More
Every customer you have is a word-of-mouth advertiser for you.... Read More
The defintion of Customer Relationship Management (CRM) that I favor... Read More
We all want great service, whether we are buying our... Read More
It might sound quick and simple, to say how well... Read More
Customer service today is getting worse. Win customers over and... Read More
When you make a mistake with a customer, should you... Read More
Client satisfaction starts with meeting or beating the contractual obligations... Read More
Whether online or off, if you plan on running or... Read More
May people these days have a problem with mounting debt.... Read More
Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More
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Q: I'm so sick of you so-called business experts always... Read More
What kind of image do you present when marketing your... Read More
A couple of years ago I had a call from... Read More
'A 5 percent increase in customer retention increases profits by... Read More
When people ask, "What is CRM?" the literal answer is,... Read More
Customer Service |