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

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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

Customer Service Is More Than Just Being Nice To People

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

Cheap To Keep

You've heard it all before when it comes to stats... Read More

Add Value - And Kill Mediocrity in Customer Service

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

What?s in a Name?

Different people call their Customers by different names. If they... Read More

One of the Secrets of a Great Customer Experience

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

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

The Sellers Creed

I will not make sales. I will make Customers.I will... Read More

The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

How To Handle Customer Billing Snafus

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

CEM Can Improve Customer Loyalty

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

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... 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

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

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

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

A New Way To Handle Complaints, Or Is It?

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

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

How to Easily Increase Your Profits

Do you remember the last time you went into a... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More