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
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which... 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
Developing A Customer Complaint System
Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements ... Read More
What Do They Want Anyway?
You want customers. I want customers. We all want customers. And traffic alone is not enough. We need "interested" customers. Customers ready to listen, ready to buy. So you may find yourself asking, what do they want anyway?.... and how can I get them to buy?Instead of concentrating on the... Read More
Add Value - And Kill Mediocrity in Customer Service
There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.Mediocre is a strong word for average. That's where your experience as a customer is not memorable, nothing special - under-whelming might... Read More
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Customers were loyal and prices were hard to beat. The chain was opening more store each year than some of their competitors had in their... Read More
Turning Customer Mistakes Into Raving Fans
When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more... 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 in which we live. Times are changing and business owners are learning that they need to create such an awesome customer loyalty program that they are always at the forefront of their customers' minds on a regular basis.To compete in... Read More
The Death of the Loyal Customer
One of my classes in management focused on the repeat customer. The course stressed the importance of the repeat customer to the financial welfare of the business. We spent hours discussing ways to turn "first time" buyers into repeat customers. This is not a new concept. We've all heard the... Read More
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Losing Angry Customers
This article offers five ways to help you deal with... Read More
Dealing with Disgruntled Customers
No matter how hard you try, in business you simply... Read More
Automating Your Help Desk Workflow
Do you know you can open, answer, close and report... Read More
At Your Service: The Ten Commandments of Great Customer Service!
Customer service is an integral part of our job and... Read More
Complaints Are Actually A Good Thing!
Nobody likes to get complaints. They make you question your... Read More
Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust
Remember trading stamps? If you're over 40, chances are you... Read More
Whats The Customer Service Buzz About Your Business?
If you're a regular reader of my column you know... Read More
Learn to Anticipate Your Customers Needs
This morning I was having breakfast with my good friend... Read More
Improving Customer Service
Improving customer service starts at the top - with us... Read More
Customers - Hold Onto the Ones Youve Got
You probably spend a great deal of your time looking... Read More
Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice and... Read More
4 Tips Toward Overcoming Bad Customer Service
Customer service is the pits, you say. You are not... Read More
Are You Satisfying Your Customers?
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any... Read More
I Wont Tell My Lawyer but I Will Tell You
A general counsel of a large international consulting firm told... Read More
10 Customer Service Quality Statements to Measure up Against
It might sound quick and simple, to say how well... Read More
Are You A Coward? I Was
Over the last month, I have come to hate emails... Read More
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months... Read More
Customer Service - How Good Are YOU?
At 8.30 am a wealthy client (on his way to... 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
When a Customer Has Done Everything to Get Your Goat
You try to make your customers happy. You sincerely WANT... Read More
Is Your CRM (Customer Relationship Management) System Doomed To Fail?
"Right, People. Let's blast out that mail campaign we've been... Read More
Renewing Customer Loyalty
Every business loses customers, but not many do much about... Read More
Customer Service - Winning Customer Experiences
Winning Customer ExperiencesMuch research has been done on what the... Read More
From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer
It's a salesperson's worst nightmare- the phone call that comes... Read More
Responding to Complaints
It's possible that in the course of your business dealings,... Read More
Basic Levels of Consumer Integrity that Presently Permeates Society
Reality is not always pretty. But here is a tad... Read More
Got A Consumer Problem?
Millions of people, just like you, end up with a... Read More
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your... Read More
More Customers - Watch those Little Things
Two situations, two perfectly acceptable experiences, but in one case,... Read More
Absence Makes the Heart Grow Fonder
However, in the world of business, this cliché may not... Read More
Handling Angry Clients
What do you do when your client gets mad at... Read More
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your... Read More
Communicating Value
Abstract: People buy for their reasons, not yours. This article... Read More
Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always... 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
Cultivating the Trust Factor
In today's highly competitive economy, it is difficult to maintain... Read More
11 Moments of Truth
These moments come when a customer or client?1. Hears someone... Read More
CRM - Its Relevance
In today's demanding economy, the first line of any business... Read More
Committed To Your Customer? Prove It When They Complain!
Businesses like to brag in their advertising about quality of... Read More
Empowering Customer Service Vital
It never fails to amaze me how many companies have... Read More
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That... Read More
Wholesale Buyers Versus Retail Customers
Are wholesale buyers and retail customers really different? Frankly, there... Read More
Sales Marketing: 10 High Impact Ways To Improve Your Customer Service
If you want to last a long time in business... Read More
How CRM Software Works -- Creating Customer Satisfaction with a Click
When people ask, "What is CRM?" the literal answer is,... Read More
Dealing with Disgruntled Customers
No matter how hard you try, in business you simply... Read More
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly,... Read More
One of the Secrets of a Great Customer Experience
A few weeks ago we conducted our annual "Customer Experience... Read More
Revealed ? A Simple Formula For Success! Exceeding Expectations
Delight = Customer Expectation plus 1. This was the simple... Read More
Is Your CRM (Customer Relationship Management) System Doomed To Fail?
"Right, People. Let's blast out that mail campaign we've been... Read More
Caring for Your Customers
You probably think I am going to say something like,... Read More
Why Cant Microsoft Make Soft Packaging?
Why is it that Microsoft wants you to buy its... Read More
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you... Read More
Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)
Traditional marketing strategies encourage business owners to continually grow their... 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
Tips for Curing Bad Customer Service
Bad customer service is everywhere these days - unmanned front... Read More
Writing The Book On Great Customer Service
Q: One of the big chain bookstores recently opened up... Read More
Got A Consumer Problem?
Millions of people, just like you, end up with a... 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
How to Succeed in Business Without Compromising Your Integrity
I spent some twenty years in the corporate world, for... Read More
Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?
Do many of us realize that we are working an... Read More
From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer
It's a salesperson's worst nightmare- the phone call that comes... Read More
Dont Forget your Existing Clients
Quest for new clients shouldn't ignore those who pay the... Read More
Be A Resource
What is one of the greatest ways to add value... Read More
Customers Who Rave About You and Your Service
According to customer service studies by marketing gurus of the... Read More
How to Win the Hearts of Your Customers and Friends
Those of us doing business over the internet have to... Read More
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