Learning from Your Employees and Customers Complaints

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

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

The Art of Giving Great Service

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

Responding to Complaints

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

Saying Thank You to Your Clients

"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

Mexico: Online Ordering?Dont!

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

Whats Love Got To Do With It?

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

Should I Have My Company Mystery Shopped?

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

Whatever Happened To Customer Service?

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

How To Build Stellar Client Relationships

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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Setting Up a Customer of the Week Program for a Mobile Car Wash

In a mobile detail or mobile car wash business you... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

How to Win the Hearts of Your Customers and Friends

Those of us doing business over the internet have to... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

Call Center Services - An Ever Increasing Demand

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

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

6 Reasons Why Complaining Customers are Golden

With Some Tips on How to RespondTt has probably happened... Read More

Making Customer Satisfaction Surveys Work

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

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

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

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... 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

Caring for Your Customers

You probably think I am going to say something like,... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

How to Easily Increase Your Profits

Do you remember the last time you went into a... 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

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

Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they... 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

How to Keep Customers

Who was it that said - "The customer is always... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

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

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... Read More

At Your Service: The Ten Commandments of Great Customer Service!

Customer service is an integral part of our job and... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More