The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words.When a company lacks the sincerity to deal with their customers fairly, some one comes along and puts the company... Read More

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here's why...Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on... Read More

Small Business Customer Service Can Work Against You

Is the special treatment you designed specifically to keep customers coming back working against you?A local jeweler offers free lifetime battery replacement for any watch he sells. It's a good hook to keep customers walking back in the store on a regular basis and increases his sales volume.But, it's backfired... Read More

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know someone is going to object."That doesn't work. Everybody's heard of active listening. You can't use that stuff anymore."And we have to admit, there's a lot of truth in that. Everyone has heard of active listening. And it doesn't work for... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and how...Your customers make up 100% of your sales and 100% of your profits. Yet we spend a lot of money and time beating the bushes for new customers and not much time thanking those responsible for 100% of our business!... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told us about his experience talking to an interviewer who had called to discuss his satisfaction level with his outside law firm. He had been using the services of a "high end, expensive" law firm out of New York.We asked if... Read More

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new... Read More

Responding to Complaints

It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....There are two ways you can go about this:1. You can stand up for your rights (and lose the customer and any possible referrals)2. You... Read More

How to Win the Hearts of Your Customers and Friends

Those of us doing business over the internet have to become especially adept at our listening and speaking skills since we don't have the luxury of talking with our customers face to face. It's especially important to give those on the phone extra attention - listening to their voice, because... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more... Read More

In The News:

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Stay - Say - Pay

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

Making Your Contacts Work For You

The best way to explain this concept is to tell... Read More

Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Difficult Customers - Theres No Such Thing

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

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

How to Walk the Floor and Talk to Customers

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

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

There are five techniques that have been proven to be... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... Read More

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

All of the World of Business Is a Stage

One of the basics of acting taught to me in... Read More

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on... Read More

Increase in Customer Sales = Increase in Customer Service

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

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

The death of customer servie

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

Oil Change Customer from Hell or Hoax; You Decide

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

Sales Marketing: 10 High Impact Ways To Improve Your Customer Service

If you want to last a long time in business... Read More

How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

The 3 Rs of Customer Service

What I am about to tell you may seem very... Read More

How to Retain Your Customers the Dish Network Way

Customer retention is vital to a business. If you cannot... Read More

Loyal Customers Take Commitment

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

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are... Read More