How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the beep and I'll get back to you as soon as possible. Thanks and have a great day."Garbage.This is an example of a typical outgoing message that makes callers feel like they really are talking to a machine. Now, we've all... Read More

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to an intersection. You look both ways before you cross when you make eye contact with an oncoming vehicle. You meet the gaze of the driver. Politely and legally, he invites you to cross first. As you enter the crosswalk, you... 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

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen.But what if you were to walk into a store as soon as... 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

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination.However life is rarely straightforward, and if problems do arise, order completion times and cash flow will inevitably suffer as a result.Making the paperwork... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by... 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 in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Despite their efforts, however, customer satisfaction results... 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

Wholesale Buyers Versus Retail Customers

Are wholesale buyers and retail customers really different? Frankly, there are two answers to this question: yes and no. Yes, because they are different from the buyers and those selling to buyers' point of view and no, because the principles that apply are the same for both types of buying.There... Read More

In The News:

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Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

Losing Angry Customers

This article offers five ways to help you deal with... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

We Sell For Less and Our Stores Are a Mess!

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

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

Clients - What They Want from You

A growing number of individuals are finding themselves called to... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... Read More

Say It With Humor

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

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

CEM Can Improve Customer Loyalty

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

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

11 Moments of Truth

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

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... 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

The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer... Read More

Provide Exceptional Value - Grow Your Business

The primary objective of a business is to get and... 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

E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all... Read More

Add Value - And Kill Mediocrity in Customer Service

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

All of the World of Business Is a Stage

One of the basics of acting taught to me in... Read More

Leverage Customer Capital First

If you're still dreaming about raising outside capital for your... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More