Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, by taking them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace.After all, a complaint is nothing more that... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack because of a client's needs?I try to live by the 80/20 rule: working from my home office 80% of the time and working onsite with clients 20% of the time. But, the past week has been the exact opposite.I had... Read More

11 Ways to Get What You Want - Be a Clever Customer!

We all want great service, whether we are buying our weekly groceries from a store, or want a billing hitch resolved at our local utilities provider. Whether it's getting our car fixed, or a great meal in a restaurant. So we can holler and complain about how poor customer service... Read More

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

If you want to last a long time in business and succeed, you must learn how to make your customers happy.You have to know who are your customers, what they want and keep in touch with them and their needs.Let me suggest to you 10 ways to succeed in doing... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in a manner that makes you feel angry, frustrated or annoyed - this is known as a Hook.We can even become "Hooked" by the way people look, how they talk, how they smell and even by their general demeanour.If we take... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and there are so many areas that as a business owner you need to pay attention too.It's not enough to spend heaps of time, money and resources into getting buyers for your goods and services and then leaving those clients/customers to... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively to what you had to... Read More

Developing A Customer Complaint System

Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements ... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business. There are many reasons for feeling resistance including fear of new things or change, fear of failure or success or even fear of not being perfect.When we resist... Read More

Moments That Matter

Many years ago, I was a first year apprentice assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capital Hill in Seattle, an upscale part of town.It was a 90-degree day, in late August. To make matters worse, it was... Read More

In The News:

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Losing Angry Customers

This article offers five ways to help you deal with... Read More

Customer Service and Marketing that Works

Go into many businesses today and try and get service,... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More

From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes... Read More

Modern Call Center Solutions - Keeping in Touch is the Key

Call center solutions solve a range of age-old problems. As... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a... Read More

Invalid Excuses for Poor Business Results - The Weather

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

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts... Read More

Establishing Yourself as an Expert in the Eyes of Your Customers

The most important aspect of a successful business is developing... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

You Bever Know Who Youre Serving

You Never Know Who You're Serving when customers turn irate.I... Read More

It Is All About Customer Service!

In this day of terrible customer service, it should come... Read More

What Every Employee Should Know About Putting Positive Phrases Into Customer Service

If you were a customer on the telephone with a... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

8 Critical Steps to Establish a Customer Service Culture

"Every company's greatest assets are its customers, because without customers... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

Customer Satisfaction Is Your Business

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

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

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

What?s in a Name?

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

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Making Your Contacts Work For You

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