Handling Angry Clients

What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about. Sometimes our... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your business? As a mystery shopper, I help businesses see themselves through the eyes of their customers by posing as a typical customer and evaluating their service, quality and cleanliness. Was it easy to find what I needed?... Read More

The 3 Rs of Customer Service

What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when... Read More

What?s in a Name?

Different people call their Customers by different names. If they don't have Customers, they have Clients, purchasers, licensees, users, patients, members, franchisees, or buyers. Each of these words carries meaning to those who say them. And those meanings say something about the health and long term success of the enterprise.What... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that marketing isn't all about struggle, jargon, tricks or gimmicks, spiritual practice is the very root of success.Sound completely airy-fairy? We understand the response.... 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. More people are using it, they have faster bandwidth, and in many cases Net-time is taking over TV- time. It's no wonder more users are turning to the Net for help, rather than the telephone. So why not take advantage... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away?... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.- No system to capture and log prospect information/contact data on incoming ad calls.- Poor tracking of incoming calls for source and... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better... Read More

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Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing... Read More

Be A Resource

What is one of the greatest ways to add value... Read More

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with... Read More

Customer Service Has Moved Toward Customer Care

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

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but... Read More

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service... Read More

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

Whether in a restaurant, a retail establishment, or the local... Read More

The Consumer Power

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

Doesnt Anybody Work Here? Nametags Impact Employee Communication

Walmart was the first business to require all its employees... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

How To Kick Your Customer Service Up A Notch!

Welcome to the inaugural issue of Human Tech Tips --... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

How to Walk the Floor and Talk to Customers

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

What Every Manager Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... 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 Importance of Good Customer Service

Do you have good customer service? Even for your free... 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

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

Empowering Customer Service Vital

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

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in... Read More