Customer Service and Marketing that Works

Go into many businesses today and try and get service, its sometimes impossible! The customer service officer is on the phone talking about personal issues, there is not enough staff, and they are disinterested and distracted.The old days of customer service is where you the customer were viewed as valuable... Read More

Attitude of Service

When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service.It has recently come to mind that the attitude of service is not something you put on and take... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note from a business associate? It may be that it was too long ago for you to remember. On the other hand, if you have gotten one lately, you know exactly who sent it and when. Handwritten notes have become almost... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick commercials, but this week I am going to let you in on a little secret that is so powerful that it will immediately change the way you do business.In fact, this little secret is so powerful that you will be... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates... 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 having a sick pet and you know that having a great veterinarian is a wonderful thing. My cat, Zoe, came down with a nasty infection that had me racing off to the vet's office last week with an unhappy, howling... Read More

The Nine Principles of Customer Service for the Travel Industry?

If you want to learn how to get your clients to do your selling for you through excpetional customer service, read on. Learn customer service secrets from tourism professionals, apply them to your business and prosper.1. Be a Good Listener ? Most important, listen to your customers' concerns and complaints,... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with BAD customer service. Just think about the last time you had a bad experience with a product or a service.Perhaps the product or service did not live up to the sales pitch. Maybe the company was unresponsive to your calls... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually being shaped by pressure to ensure steady profitability and a secure competitive advantage.Accountability and a basic fundamental understanding of Performance Management serve as two of the most power tools a Call Center manager has at his/her disposal. Specifically, accountability when... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category... Read More

In The News:

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Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

Whats For Lunch?

As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

What To Do When Youve Blown It

It's bound to happen sooner or later ? yes, even... Read More

Customer Loyalty

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

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

Customer Service, the Internets Primary Neglected Business Concern

Customer service is everything to a business. Just look at... 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

How to Walk the Floor and Talk to Customers

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

What Exactly is Customer Relationship Management?

The defintion of Customer Relationship Management (CRM) that I favor... Read More

Customer First Customer Service

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

One Critical Question to Ask Yourself Every Day

What happened to the old saying, the customer is always... Read More

Losing Angry Customers

This article offers five ways to help you deal with... Read More

The 7 Principles of Business Integrity

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

Clients - What They Want from You

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

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So... Read More

Sending Mixed Signals Can Send Your Clients Away

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

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

Cheap To Keep

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

The death of customer servie

The other day a reporter call to interview me on... Read More

Should I Have My Company Mystery Shopped?

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

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial... Read More