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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Loyal Customers Take Commitment

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

Aint We Wonderful!

It may come as a surprise to you to discover... Read More

Committed To Your Customer? Prove It When They Complain!

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

Oil Change Customer from Hell or Hoax; You Decide

Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More

Mastering Challenging Service Situations

During the course of everyday business, many of you encounter... Read More

Customers - Hold Onto the Ones Youve Got

You probably spend a great deal of your time looking... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Complaints Are Actually A Good Thing!

Nobody likes to get complaints. They make you question your... Read More

Does Your Customer Talk Back To You?

What is your customer saying about you? Do you really... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service

Last night I was at my computer and a Skype... Read More

One Critical Question to Ask Yourself Every Day

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

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?

Are you concerned about customer loyalty? Are your customers so... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... Read More

Customer Service, Italian Style

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

Customer Service For Huge Profits

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

The Dissatisfied Customer

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

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

Moments That Matter

Many years ago, I was a first year apprentice assigned... Read More

What Exactly is Customer Relationship Management?

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

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

Invalid Excuses for Poor Business Results - The Weather

Note to Kmart: It wasn't about the weatherIn the 1970s... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More