Winning Customers Over the Phone
Do you sometimes wonder where your customers have gone? In a study by the International Customer Research Institute, individuals gave the following reasons for becoming "non-repeat" customers: * 1 percent died (makes you wonder how they responded) *
The 7 Secrets Of Wow! Customer Service
Your aim in giving your customers exceptional service is to make them say Wow! as soon as you disappear. You can do that if you make the following 7 tips part of your normal pattern of service. 1. Give Your Customers Plenty of Strokes. People love to
The Unbeatable Laws Of Customer Service
If you want to be number one in customer service, you have to do a number of things that make you stand out from the crowd. Here are 7 ways that will put you on top. 1. Roll Out The Red Carpet For Everyone. If theres one thing people hate about poor
Customer Service and the Human Experience
Historically, customer service was delivered over the phone or in person. Customers didnt have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given intera
Can You Hear Me Now?
When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions. Each word, inflection, and tone of voice is interpreted, but not always as the speaker intended. Research shows that 2/3
How important are your employees?
Most businesses invest in marketing and advertising each month but overlook another vital investment that they are already making. That investment is their employees. I've said before that your employees can make or break your company, and recently I
Can You Afford What Rudeness Is Costing Your Business?
Have you ever thought about how much rudeness may be affecting your bottom line? What is the cost to your company when you or the people who represent you lack proper manners? Do you know how many clients are turned off by employees who would rather
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 righ
What's The Customer Service Buzz About Your Business?
If you're a regular reader of this column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the provider of said product or service become
Writing The Book On Great Customer Service
Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Is there anything I can do to compete with the bigger store or should I just accept the inevitable? -- Peter Q. A: A wi
