Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly customers and staff. However, using the wrong words can also cause problems.There are certain "trigger" words that cause people to become more difficult especially in emotionally charged situations... Read More
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really... Read More
Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong
The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our TrustA bad attitude to customer service can literally destroy your business.So, I thought I'd share my response to what I read on an Internet Marketing Forum recently to illustrate my point.It started with a genuine request... Read More
Customer Service and Marketing that Works
Go into many businesses today and try and get service, its sometimes impossible! The customer service officer is on the phone talking about personal issues, there is not enough staff, and they are disinterested and distracted.The old days of customer service is where you the customer were viewed as valuable... Read More
Committed To Your Customer? Prove It When They Complain!
Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success.But, let's face it we all occasionally make misteaks (misspelling intentional) and, even in the best... Read More
Caring for Your Customers
You probably think I am going to say something like, "The customer is always right." Right?? Wrong.I have many philosophies when dealing with customers, but I definitely do not believe that the customer is always right. However, when the customer is wrong, you must handle the situation delicately.There are many... Read More
Customer Service A Chickens Way
Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there ? they serve up amazing customer service. And these lessons aren't just served... Read More
Over Deliver - The Key to Customer Satisfaction
Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client.MeetingsIn most organizations it's easy to deliver additional value around meetings, because statistically, most companies run meetings poorly. Capture important notes during your... 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
4 Tips Toward Overcoming Bad Customer Service
Customer service is the pits, you say. You are not alone. One of the biggest gripes from consumers today is the poor service they receive at the hand of service providers. You need not be victimized by lousy service nor do you have to move heaven and earth to get... Read More
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Call Center Software - Your Tool of Choice in Customer Relations
The call center represents your first line of communication with... Read More
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it... Read More
Should I Have My Company Mystery Shopped?
I wish I had a nickel for every time someone... Read More
Putting The Service Back In Customer Service
The future of customer service is here. Technology has made... Read More
What?s in a Name?
Different people call their Customers by different names. If they... Read More
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor... Read More
Doors by Catering to Your Clients
Clients? they are the most important influence in the success... Read More
Handling Angry Clients
What do you do when your client gets mad at... Read More
Customer Satisfaction and the Service Business
The relationship between customer satisfaction and success of a service... 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
Say It With Humor
When you own a business, you may find yourself in... Read More
CRM - Its Relevance
In today's demanding economy, the first line of any business... Read More
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning... Read More
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly,... 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
Hit The Jackpot With Customer Complaints
Our most powerful instinct is to avoid customer complaints, but... Read More
4 Things Your Clients Want From Your Company
Sure, all clients are different. They have different kinds of... Read More
Courting Customers - From First Date to Marriage
Landing a new client is like courting a potential spouse.... Read More
Become a Customer Enthusiasm-Guru!
One thing all successful small business owners have in common... Read More
Customers Who Rave About You and Your Service
According to customer service studies by marketing gurus of the... Read More
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset... Read More
Renewing Customer Loyalty
Every business loses customers, but not many do much about... Read More
From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local... 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
Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice and... Read More
Learn to Anticipate Your Customers Needs
This morning I was having breakfast with my good friend... Read More
Customer Neglect
What have you done for your existing customers lately? Probably... Read More
Debt Elimination Scam
May people these days have a problem with mounting debt.... 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
Reducing Customer Resistance to Your Product or Service
Resistance has to do with putting up blocks that prevent... Read More
What To Do When Youve Blown It
It's bound to happen sooner or later ? yes, even... 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
11 Ways to Get What You Want - Be a Clever Customer!
We all want great service, whether we are buying our... Read More
Customer Service - A Lost Art?
Is customer service a lost art? Before you answer that... 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
Responding to Complaints
It's possible that in the course of your business dealings,... Read More
Write a Business Thank-You Note
Have you seen that thing on TV where the gal... Read More
How to Retain Your Customers the Dish Network Way
Customer retention is vital to a business. If you cannot... Read More
Customer Service Has Moved Toward Customer Care
As I waited for an answer to my VCR inquiry... Read More
Stay - Say - Pay
Would you like to have customers that stay with you... Read More
Reducing Customer Resistance to Your Product or Service
Resistance has to do with putting up blocks that prevent... Read More
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor... Read More
Why Communication Skills Dont Work In Customer Service
Every time my firm conducts communication skills training, we know... Read More
If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!
First of all let's look at what customer service is... Read More
Customers - Hold Onto the Ones Youve Got
You probably spend a great deal of your time looking... Read More
Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)
Traditional marketing strategies encourage business owners to continually grow their... Read More
Why Passenger Surveys are a Transport Operators Best Friend
Public transport operators who already use passenger surveys may not... Read More
Quality vs. Quantity
There is a battle in Call Centers. The teams are... Read More
What Every Employee Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be... Read More
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees... Read More
How To Kick Your Customer Service Up A Notch!
Welcome to the inaugural issue of Human Tech Tips --... Read More
Listening: The Foundation of Communication
Listening is the #1 communication skill for leadership, selling, customer... Read More
Create Win-Win Deals With Your Competitors
In the competitive world of the 20th century, we generally... 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
Empowering Customer Service Vital
It never fails to amaze me how many companies have... Read More
Call Center Services - An Ever Increasing Demand
Are your company's call center services all that they could... Read More
How Not to Get Stiffed, Improving Your Collection Procedures
Some businesses have slow paying customers or past due balances... Read More
Astonish your Customers With These Customer Service Tips
Customer service today is getting worse. Win customers over and... 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
Customer Service, Italian Style
Nowadays, we complain nearly all of the time about how... 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
Establishing Yourself as an Expert in the Eyes of Your Customers
The most important aspect of a successful business is developing... Read More
Are You A Coward? I Was
Over the last month, I have come to hate emails... Read More
Handling Customer Complaints
Even the best business will receive an occasional customer complaint.... Read More
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always... Read More
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it... Read More
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