Putting The Service Back In Customer Service

The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though... Read More

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing external marketing programs designed to attract new business.Unfortunately, the cost can be very high with little return on investment. What is often lost in the mix is the fact that it can be much more cost effective to have a... Read More

Make Sure You Get The Customer Perspective

Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?Oftentimes,... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone else praise you or your work.2. Likes your physical presentation (appearance, voice, and smile).3. Is touched intellectually and emotionally by what you say.4. Recognizes you as a model of who or what the person would like to become.5. Hears that... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests... Read More

Be A Resource

What is one of the greatest ways to add value to your business? Nope, it's not giving away free merchandise, offering special discounts, or even creating a preferred customer club. One of the most valuable commodities that you can provide your customers is INFORMATION.WHAT'S THE PROBLEM?Think about it. In this... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right. Sure, they can have an opinion, but in the end it's up to me to decide who's right and who's... 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 in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time. But believe it or not, this is actually a tremendous sales opportunity and a chance for you to... Read More

Tips for Curing Bad Customer Service

Bad customer service is everywhere these days - unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It's no longer an exception ... poor service has become the norm.In an all-too-typical scene, a customer walks into a retail store... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the world, here are the following qualities, which must be present in your life and your business in order to develop raving fan customers who are not just satisfied but completely loyal to you over the long haul.1. People want you... Read More

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Dealing with Difficult People

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

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... 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

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

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

Improving Customer Service

Improving customer service starts at the top - with us... Read More

4 Customer Service Mistakes Companies Should Avoid Making

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

Customer Service, Italian Style

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

Carpet Cleaning in Surrey

Like any business, carpet and upholstery cleaning requires excellent customer... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Communicating for Profit and Customer Satisfaction

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

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

The Logic of Emotion!

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

Moments That Matter

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

The death of customer servie

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

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and... 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

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Customer Service - A Lost Art?

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

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but... Read More

Customer Service - How Good Are YOU?

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