Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought from your site the other day."Sell anything and eventually you will be on the receiving end of a sentence like this. So how do you turn a disgruntled customer not just into a satisfied one, but ? even better -... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every week. That fact alone makes bad checks a serious problem for American businesses. It is almost inevitable that, if your business accepts checks, you have been affected by this. As well as being stuck with bank fees for depositing a... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about.Always, but especially during lean times, effective sales professionals know the importance of communicating value.Budgets ? if they ever were discretionary ? are tighter. Business customers are being asked... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.We must distinguish between customer sales and service versus customer service. Whereas customer sales and service is largely concerned with selling... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore. Instead, the person we are dealing with in face-to-face relationships does not even attempt to feign a smile, but rather... 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

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know someone is going to object."That doesn't work. Everybody's heard of active listening. You can't use that stuff anymore."And we have to admit, there's a lot of truth in that. Everyone has heard of active listening. And it doesn't work for... Read More

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new... Read More

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though... Read More

Aint We Wonderful!

It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or... Read More

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Showing 1 - 10 of 296 Articles
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A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

Importance of Good Customer Support in Online Computer Peripherals Shops

Looking for hi-fi computer peripherals? Finding it tough to decide... Read More

Customer Service Is More Than Just Being Nice To People

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

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset... Read More

Customer Service Consultants

When all else fails in your company to meet the... Read More

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

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

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

Why Cant Microsoft Make Soft Packaging?

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

Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer... Read More

My Child Has Opie Eye!

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

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

CEM Can Improve Customer Loyalty

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

Handling Angry Clients

What do you do when your client gets mad at... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are... Read More

Customer Service, the Internets Primary Neglected Business Concern

Customer service is everything to a business. Just look at... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More