When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer wanting to look good to their boss and sometimes it is simply the mindset of the individual buyer them self. To some people... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite. Never lose your cool. But isn't that a little like closing the barn door after the horses have gotten out? Good customer service should be about a good customer experience... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect. What's up? What's going wrong?The answer may lie with your people skills?Why do people come to your restaurant? By now you should know why people frequent... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly customers and staff. However, using the wrong words can also cause problems.There are certain "trigger" words that cause people to become more difficult especially in emotionally charged situations... Read More

E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that question, chances are you're also in the dark about the following questions. What customer demand trends can I expect in the future? How... Read More

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. A dissatisfied customer is a direct reflection on our performance and a blow to our egos. The... Read More

Everyone talks in code!

How often have you left a meeting with a customer or your boss telling yourself he likes my ideas. Only to find later that you didn't get the sale or your boss has told everyone that you are crazy.As we get older it seems to us that everyone talks in... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business, and some business people would question, "What does kindness have to do with business, anyway?" Is this a for real question or just to prove a point? Or perhaps they couldn't figure out what being kind really had to do... Read More

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, when we take them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace. After all, a complaint is nothing... Read More

In The News:

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RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... 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

Your Voice Print

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

Clients - What They Want from You

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

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home... Read More

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

How To Handle Customer Billing Snafus

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

Leverage Customer Capital First

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

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack... Read More

Stellar Customer Service in 10 Simple Steps

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

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers... Read More

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

The Number 1 Rule for Businesses - Be Professional

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

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

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

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Add Value - And Kill Mediocrity in Customer Service

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