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

Should I Have My Company Mystery Shopped?

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

Developing A Customer Complaint System

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

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the... Read More

The death of customer servie

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

Attitude of Service

When conducting a training session about customer service, I always... Read More

Provide Exceptional Value - Grow Your Business

The primary objective of a business is to get and... Read More

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More

Mastering Challenging Service Situations

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

How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

4 Tips Toward Overcoming Bad Customer Service

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

Customer Service Tips for Mail Order Businesses

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

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

Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More

Customer Service, Italian Style

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

Be A Resource

What is one of the greatest ways to add value... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too... Read More

What Do Your Clients REALLY Think of You?

*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with... Read More

More Customers - Watch those Little Things

Two situations, two perfectly acceptable experiences, but in one case,... Read More

Customer Service - A Lost Art?

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

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

Listening to Customers - 5 Tips

In a strange juxtapositioning of articles, this month's UK '... Read More

Dealing with Difficult People

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

Moments That Matter

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