Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. Alongside the fruit and vegetables, meat and tinned foods they sold refrigerators that they had purchased at very low cost from an... Read More
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This... Read More
Debt Elimination Scam
May people these days have a problem with mounting debt. The average person is well below the bad credit limit and is in desperate need to fix it.Some people are so desperate to reduce their debt that they are seeking quick and easy ways of repairing their credit.This demand has... Read More
4 Easy Steps to Better Online Customer Support
Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll soon find your customers running away from you and worse, telling others to stay away too.If you're like many of us out there, the... Read More
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as the perennial example of the benefits to employing greeters,Walmart has hung on to its practice faithfully. But does it work and if so,... Read More
Customers Who Rave About You and Your Service
According to customer service studies by marketing gurus of the world, here are the following qualities, which must be present in your life and your business in order to develop raving fan customers who are not just satisfied but completely loyal to you over the long haul.1. People want you... Read More
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset customer. I was arriving on a late inbound flight and connecting with the last flight out on the same airline, but the connecting flight left without me! At first, I was furious when told to wait in a line of... 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: 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
Customer Service Is Dying - and Im Not Feeling So Good Myself
Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire.... Read More
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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
How Not to Get Stiffed, Improving Your Collection Procedures
Some businesses have slow paying customers or past due balances... Read More
Customer Service - A Lost Art?
Is customer service a lost art? Before you answer that... 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
Losing Angry Customers
This article offers five ways to help you deal with... Read More
Over Delivering Provides Big Results
Over promising is a problem only when you under deliver.... Read More
What Do Your Clients REALLY Think of You?
I'd like to start this article with a test ?What... Read More
4 Things Your Clients Want From Your Company
Sure, all clients are different. They have different kinds of... Read More
Moments That Matter
Many years ago, I was a first year apprentice assigned... Read More
A New Way To Handle Complaints, Or Is It?
What a lot of money we have been wasting on... Read More
Quality vs. Quantity
There is a battle in Call Centers. The teams are... Read More
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any... Read More
Customer Service Consultants
When all else fails in your company to meet the... 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
E-Business?s Best Friend: eCRM
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
Difficult Customers - Theres No Such Thing
A couple of years ago I had a call from... Read More
Renewing Customer Loyalty
Every business loses customers, but not many do much about... Read More
11 Moments of Truth
These moments come when a customer or client?1. Hears someone... Read More
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees... Read More
What To Do When Youve Blown It
It's bound to happen sooner or later ? yes, even... 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
Five Ways To Wow Your Client
Running a business is about providing goods and services to... Read More
Customer Service Is More Than Just Being Nice To People
Many organizations tackle to the issue of customer service by... Read More
How To Build a Profitable Business
It's never too soon to start saying thanks to your... Read More
Clients - What They Want from You
A growing number of individuals are finding themselves called to... Read More
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with... Read More
Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business professional, or you... Read More
Customer Service and The Human Experience
Historically, customer service was delivered over the phone or in... Read More
Add Value - And Kill Mediocrity in Customer Service
There are two kinds of customer service we all experience... Read More
You MUST Sweat the Small Stuff
It's The Little Things That Make or Break a Small... Read More
Putting The Serve Back Into Customer Service
Good service is easy to spot and hard-to-find. Mediocre service... Read More
Making the Connection: Customer Relationships That Build Your Business
Have you ever wondered why you often find a coupon... 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
6 Reasons Why Complaining Customers are Golden
With Some Tips on How to RespondTt has probably happened... Read More
Loyal Customers Take Commitment
In today's competitive world of retail, many stores are implementing... Read More
Stellar Customer Service in 10 Simple Steps
If you're like me, you've had plenty of experience with... Read More
How CRM Software Works -- Creating Customer Satisfaction with a Click
When people ask, "What is CRM?" the literal answer is,... 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
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
The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service
With all of the recent data theft in the financial... Read More
Small Business Customer Service Can Work Against You
Is the special treatment you designed specifically to keep customers... Read More
The 7 Principles of Business Integrity
If you have integrity, nothing else matters. If you don't... Read More
Losing Angry Customers
This article offers five ways to help you deal with... Read More
Listen to Suggestions
If you are up to your ears in a stressful... Read More
Whats The Customer Service Buzz About Your Business?
If you're a regular reader of my column you know... Read More
Make An Action Plan To Improve Customer Service
Customer Service is a critical factor for keeping your clients... Read More
Top Ten Strategies for Delivering 5-Star Customer Service
Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More
When the Customer Demands: Give a Discount or Lose the Order
Periodically every sales person encounters the customer who refuses to... Read More
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always... Read More
Sorry, No Customer Service After 4:00 P.M.
A few months ago, I wrote about ingenious styles of... Read More
Post Office, Incredible Lady Postmaster
There are two Post Offices that I routinely visit. One... Read More
Customer Satisfaction Is Your Business
Regardless of what business you are in - you are... Read More
Automating Your Help Desk Workflow
Do you know you can open, answer, close and report... Read More
Improving Customer Service
Improving customer service starts at the top - with us... Read More
Are You Satisfying Your Customers?
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners... Read More
What?s in a Name?
Different people call their Customers by different names. If they... Read More
Making Customer Satisfaction Surveys Work
Why bother? Good customer service is the life blood of... Read More
Why Passenger Surveys are a Transport Operators Best Friend
Public transport operators who already use passenger surveys may not... Read More
4 Myths about Customer Value
The purpose of business is to create and retain a... Read More
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any... Read More
The Sellers Creed
I will not make sales. I will make Customers.I will... Read More
Customer Service: Why Bears Make Bad Customers
Every business owner should have a picture of his or... Read More
What To Do When Youve Blown It
It's bound to happen sooner or later ? yes, even... Read More
Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring!
Given the choice of dealing with a positive, upbeat employee... Read More
Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls
It should be a straightforward business scenario: making sure that... Read More
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