If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?* I'm sorry. I didn't get that.... Read More
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.A. Active Listening: Use this approach... Read More
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.A. Active Listening: Use this approach... Read More
Customer Service is a blessing and a curse; a blessing to the customer and a curse to you, the employee. At least so it seems. Although as the Customer Service representative for your employer, you are faced with a never-ending barrage of complaints, problems, and questions on a daily basis,... Read More
It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day while I was shopping with my daughter, Stefanie, who was two years old at the time.As I stooped down to tie her shoelaces,... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team. Dr. LeBoeuf's program goes like this:1. Make a positive first impression.2. Help customers buy what's right for them.3. Ask the right... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team. Dr. LeBoeuf's program goes like this:1. Make a positive first impression.2. Help customers buy what's right for them.3. Ask the... Read More
If you're still dreaming about raising outside capital for your business before you have any paying customers, I've got a nice big bucket of ice water to throw on you. Wake up! The cold reality is that investors aren't interested in your business idea unless you can demonstrate that you've... Read More
Customer service and customer service training are vital for any business.But, is your business a leaky bucket?This is a question I always ask small business owners who attend my marketing seminars.The reason I ask is because many businesses are so focused on attracting new customers they forget about retaining and... Read More
Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any given moment you, your clients, and employees are dealing with one or the other of these challenges in life. No one has escaped from this life untouched by problems, both big and small. No matter how people may appear on... Read More
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I call it the "wave and roll."You walk up to... Read More
Service can be described as a "performance" of some kind... Read More
Call center solutions solve a range of age-old problems. As... Read More
It's a salesperson's worst nightmare- the phone call that comes... Read More
I got it into my head sometime in December 2004... Read More
With all of the calendars and PDA's and lists I... Read More
Have you seen that thing on TV where the gal... Read More
The other day while at the book store, I came... Read More
If you're like me, you've had plenty of experience with... Read More
It's The Little Things That Make or Break a Small... Read More
The buzz is all about customer service and call center... Read More
If you were a customer on the telephone with a... Read More
Some time ago a major UK food retailer decided to... Read More
Customer Service is a critical factor for keeping your clients... Read More
There are two kinds of customer service we all experience... Read More
You Never Know Who You're Serving when customers turn irate.I... Read More
The defintion of Customer Relationship Management (CRM) that I favor... Read More
Different people call their Customers by different names. If they... Read More
You probably spend a great deal of your time looking... Read More
"Society is always taken by surprise at any new example... Read More
Some businesses have slow paying customers or past due balances... Read More
When all else fails in your company to meet the... Read More
Good service is easy to spot and hard-to-find. Mediocre service... Read More
Those of us doing business over the internet have to... Read More
In today's highly competitive economy, it is difficult to maintain... Read More
Customer service is the pits, you say. You are not... Read More
Do you know you can open, answer, close and report... Read More
Having been in business a number of years, I'm amazed... Read More
Abstract: People buy for their reasons, not yours. This article... Read More
Reality is not always pretty. But here is a tad... Read More
1. Don't get Hooked !!!When people behave towards you in... Read More
Outsourcing seems to be the new-new thing and approximately 50%... Read More
Customer service is an essential component of any business. Clearly,... Read More
Customer service is the most vital asset for Business either... Read More
In a strange juxtapositioning of articles, this month's UK '... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
If you're a regular reader of my column you know... Read More
Ever notice how customer service varies from store to store?... Read More
Resistance has to do with putting up blocks that prevent... Read More
Customer Service is a critical factor for keeping your clients... Read More
You are serving great food. Your establishment is new, spotless... Read More
"Mountains are built one pebble at a time and climbed... Read More
Which is more important the technology or the customer?The one... Read More
Customer service is increasingly seen as one of the most... Read More
Do you remember the last time you went into a... Read More
Do you remember the last time you went into a... Read More
How often has your schedule been thrown out of whack... Read More
You probably spend a great deal of your time looking... Read More
Many organizations tackle to the issue of customer service by... Read More
The defintion of Customer Relationship Management (CRM) that I favor... Read More
Customer Service Customer Service |