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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To Complain and Win! - My Personal Recipe

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

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

How To Build Stellar Client Relationships

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

How To Build a Profitable Business

It's never too soon to start saying thanks to your... Read More

Create Win-Win Deals With Your Competitors

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

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)

Traditional marketing strategies encourage business owners to continually grow their... Read More

4 Myths about Customer Value

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

My Child Has Opie Eye!

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

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months... Read More

Customer Service Tips for Mail Order Businesses

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

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Customer Service Consultants

When all else fails in your company to meet the... Read More

Automating Your Customer Support

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

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

The death of customer servie

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

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

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

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

Turning Customer Mistakes Into Raving Fans

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

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?

Are you concerned about customer loyalty? Are your customers so... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More