Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring!

Given the choice of dealing with a positive, upbeat employee with a "can-do" attitude or dealing with a disgruntled, distracted, uninterested one, which would you choose? No contest. Customers always want the best experience possible; they want it to be easy and pleasant to do business with your company. Enter... Read More

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire.... Read More

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love it when you call a company and they place you on hold, leaving you to listen to their latest on-hold, recorded sales pitch, over and over again. Would you think it normal business practice for a retail store clerk to... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday.Before I started my online business, I was just on one side... the customer. I whole-heartedly believed in... Read More

Say It With Humor

When you own a business, you may find yourself in situations that may be a little tricky to handle. Dealing with customers who steal is one of them.A few years back we were faced with the problem of how to handle our free water cups. It seems some of our... Read More

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

Ever notice how customer service varies from store to store? You walk into some stores, and before you can say "Buzz off!" a salesperson asks "May I help you?""No thanks.""May I help you?" asks another."No thanks.""May I help you?" asks a third.When the store runs out of salespeople, you get... Read More

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore outsourcing (to low wage countries) is growing with a whopping 40% this... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint. Knowing how to resolve these complaints will help you gain loyal customers who will then refer others to your business. Here are some important tips.1. Listen carefully to the customer and gather as much information as possible.2. Restate the complaint... Read More

Your Number One Asset

Customers put you in business, keep you in business, and they can put you out of business. Therefore, your overriding feelings at all times should be: customer love, customer satisfaction, and customer convenience.Begin by making it as easy as possible for people to purchase what you are selling. That means,... Read More

In The News:

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Making Customer Satisfaction Surveys Work

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

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... 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

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... 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

Customer Service Tips for Mail Order Businesses

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

Cheap To Keep

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

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More

Making the Connection: Customer Relationships That Build Your Business

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

We Sell For Less and Our Stores Are a Mess!

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

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... 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

Writing The Book On Great Customer Service

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

One of the Secrets of a Great Customer Experience

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

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

Customer Loyalty

Loyal customers are the foundation of almost every business. Going... Read More

You Bever Know Who Youre Serving

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

Complaining Consumers

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

Responding to Complaints

It's possible that in the course of your business dealings,... Read More