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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The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

What Do Your Clients REALLY Think of You?

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

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Top 10 customer service tips

1. Hire people who have a service attitude. Some people... Read More

Keeping Clients Happy Keeps them Coming Back

Whether you are a seasoned small business professional, or you... Read More

Dealing with Disgruntled Customers

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

Customer Service: Why Bears Make Bad Customers

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

Cheap To Keep

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

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with... Read More

Customer No Service - How to Lose a Loyal Customer!

So today was the day where I almost stopped going... Read More

What?s in a Name?

Different people call their Customers by different names. If they... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... 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

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

The death of customer servie

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

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major... Read More

5 Ways Customer Service Managers are Implementing to Increase Customer Focus

According to a Forum Corporation survey of commercial customers lost... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... 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

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

Call Center Services - An Ever Increasing Demand

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

Tips for Curing Bad Customer Service

Bad customer service is everywhere these days - unmanned front... Read More

When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to... Read More