What Every Employee Should Know About Putting Positive Phrases Into Customer Service

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

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

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

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

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

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

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

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 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

What Every Manager Should Know About How to Win the Loyalty of Customers

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

What Every Employee Should Know About How to Win the Loyalty of Customers

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

Leverage Customer Capital First

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 Tips - Is Your Business A Leaky Bucket?

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

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 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

In The News:

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Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

Stay - Say - Pay

Would you like to have customers that stay with you... Read More

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

Customer Loyalty

Loyal customers are the foundation of almost every business. Going... Read More

Loyal Customers Take Commitment

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

Client Appreciation - It Means Everything!

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

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Customer Service Tips for Mail Order Businesses

Can we be too good to our customers?... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More

Customer Service Is More Than Just Being Nice To People

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

It Is All About Customer Service!

In this day of terrible customer service, it should come... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

At Your Service: The Ten Commandments of Great Customer Service!

Customer service is an integral part of our job and... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

The Art of Giving Great Service

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

Say It With Humor

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

Whatever Happened To Customer Service?

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

Developing A Customer Complaint System

Background The company was experiencing an increase in the number... Read More