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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 sati...
0 reviews,
rating : 0.00, 0 votes. Author : Denise O'Berry
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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 ...
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rating : 0.00, 0 votes. Author : Debby Sibert
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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...
0 reviews,
rating : 0.00, 0 votes. Author : Jennifer Stewart
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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 t...
0 reviews,
rating : 0.00, 0 votes. Author : F McDuffee
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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”...
0 reviews,
rating : 0.00, 0 votes. Author : Darcie Davis
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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 f...
0 reviews,
rating : 0.00, 0 votes. Author : Brande Brown
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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. Eve...
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rating : 0.00, 0 votes. Author : Tim Dawes
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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...
0 reviews,
rating : 0.00, 0 votes. Author : Denise O'Berry
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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 like...
0 reviews,
rating : 0.00, 0 votes. Author : Allyn Cutts
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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 sincer...
0 reviews,
rating : 0.00, 0 votes. Author : R.G. Srinivasan
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Committed To Your Customer? Prove It When They Complain!
Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success.
But,...
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rating : 0.00, 0 votes. Author : Larry Galler
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Listen to Suggestions
If you are up to your ears in a stressful situation, it becomes difficult to think clearly. Sometimes, it is best to walk away from a problem, and think about it, rather than try to solve it with an instant solution.
My grandfather used to say: “E...
0 reviews,
rating : 0.00, 0 votes. Author : Paul Jerard
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We Got It Wrong: Never Under Promise & Over Deliver
You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure abou...
0 reviews,
rating : 0.00, 0 votes. Author : Debbie Jenkins
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All of the World of Business Is a Stage
One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own perso...
0 reviews,
rating : 0.00, 0 votes. Author : Doug Emerson
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CEM Can Improve Customer Loyalty
‘A 5 percent increase in customer retention increases profits by 25 to 95 percent.’
‘The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped .’
This is the received wisdom from experts on the nat...
0 reviews,
rating : 0.00, 0 votes. Author : Colin Shaw
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Have You Hugged a Customer Today?
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
Boy, was I mistaken....
As it turns out, I seldom use my scanner for slides. And no matter how many different 'Kathy' te...
0 reviews,
rating : 0.00, 0 votes. Author : Kathy Gulrich
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Customer Neglect
What have you done for your existing customers lately? Probably not much, if you are like most businesses.
I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your l...
0 reviews,
rating : 0.00, 0 votes. Author : Harry Hoover
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Modern Call Center Solutions - Keeping in Touch is the Key
Call center solutions solve a range of age-old problems. As far back as ancient times, the success of a business has always depended on how well that business can communicate with clients and meet their needs. It is necessary to be available, in to...
0 reviews,
rating : 0.00, 0 votes. Author : Trevor Mulholland
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Call Center Services - An Ever Increasing Demand
Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. Nowada...
0 reviews,
rating : 0.00, 0 votes. Author : Trevor Mulholland
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Stay - Say - Pay
Would you like to have customers that stay with you and
don't buy from your competitors?
Customers that say nice things about your business to other
people; pay you on time and
accept the fact that you might be a bit more expensive then
other supp...
0 reviews,
rating : 0.00, 0 votes. Author : Alan Fairweather
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Profit from a Customer Service Recovery Program
A client recently said to me: “Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?”
How you handle and solve customer concerns and complaints is a measure of your standing...
0 reviews,
rating : 0.00, 0 votes. Author : John Madden
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Accountability
The Call Center world is an intense pressure-driven environment continually being shaped by pressure to ensure steady profitability and a secure competitive advantage.
Accountability and a basic fundamental understanding of Performance Management s...
0 reviews,
rating : 0.00, 0 votes. Author : Aubie Pouncey
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Stellar Customer Service in 10 Simple Steps
If you're like me, you've had plenty of experience with BAD customer service. Just think about the last time you had a bad experience with a product or a service.
Perhaps the product or service did not live up to the sales pitch. Maybe the company...
0 reviews,
rating : 0.00, 0 votes. Author : Debbie LaChusa
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The Nine Principles of Customer Service for the Travel Industry©
If you want to learn how to get your clients to do your selling for you
through excpetional customer service, read on. Learn customer service
secrets from tourism professionals, apply them to your business and
prosper.
1. Be a Good Listener – Mo...
0 reviews,
rating : 0.00, 0 votes. Author : Tim Warren
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