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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4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Why Cant Microsoft Make Soft Packaging?

Why is it that Microsoft wants you to buy its... Read More

You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Mastering Challenging Service Situations

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

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

Automating Your Help Desk Workflow

Do you know you can open, answer, close and report... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

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

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

Becoming A Solution To Your Customers Problems

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

Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?

In my day to day practice in strategic human resource... Read More

How to Easily Increase Your Profits

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

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

Customer Service, the Internets Primary Neglected Business Concern

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

The 3 Rs of Customer Service

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

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home... Read More

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that... Read More

The Art of Giving Great Service

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

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a... Read More