Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot. If the customer is always right, at what point do you think they... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the provider of said product or service become apathetic, obnoxious or just downright... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most important assets. Unfortunately there are days when not all customers want to be friendly or pleasant. On days like this, try these effective tips to help you handle those difficult customers.Don't take it personally ? remember when a customer complains... Read More

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interaction. With all the options the Internet brings, competition is literally... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to make a presentation to the local council at 9 am) walked into a store that sells photocopiers. They also provide a copy service. He wanted to make a back-up copy of his lengthy presentation.The shop appeared to be open -... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an unpaid part time job for the grocery stores and some home appliance stores? We are ringing up our own goods, are not getting any price discount for doing so and are saving these retailers money.Each self-serve lane contains two to... Read More

Find Out Where Your Firm Stands in Today?s Customer

Looking For Ways to Improve Sales and Customer Relationships?Find Out Where Your Firm Stands in Today's Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz(San Rafael, CA) What could be more important than improving sales and your customer relationships? Today, there is a fast growing movement, a revolution, among... Read More

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

Customer service is an integral part of our job and should not be seen as an extension of it. A company's most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse. The first date is usually a make or break situation and if the door is still open, the work has just begun. Like dating, you'd better give your prospect a pretty good reason to meet with you again, because there... 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

In The News:

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Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Keeping Clients Happy Keeps them Coming Back

Whether you are a seasoned small business professional, or you... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... Read More

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

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

11 Moments of Truth

These moments come when a customer or client?1. Hears someone... 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

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

Tips for Curing Bad Customer Service

Bad customer service is everywhere these days - unmanned front... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily... Read More

Make Sure You Get The Customer Perspective

Businesses that fail, often forget to seek out the customer... Read More