If You are the CEO, What Do You Do?

It's difficult to change a perception. If you gotta start changing, it should start at the top.

Does A Customer Always Have A Right to Complain?

The customer is always right. This is a very common saying that you hear from time to time especially if you are in the customer service business. The question is, is this really applicable in all cases?

Expectceed - The New Frontier In Customer Service

The cost for businesses to find new customers is huge. Why not find a resource to maintain customer loyalty. In today's world meeting the customer's expectations is not enough. By utilizing some simple steps your business can understand and exceed the customer's expectations.

Barney or Training? Which is Better for Your Organization?

Maybe you are thinking about your CSI index and wondering what to do. You have a choice, Barney or Training.

Items to Note when Hiring a Customer Service Rep

Leaving a customer on hold can drive them into a rage. By taking care in a call back method and hiring the right rep for your company your company will score points with your customers!

Customer Service Tips - Serving Without Burnout

If you're troubled by customer service issues, try this approach and start to respond to the customers' complaints with integrity, dignity, curiosity, and a commitment to resolution that serves both parties.

Personalization - Individualized Customer Service

Today's small businesses are finding new ways to interact with their customers. These interactions can be as simple as providing an interesting bit of how-to knowledge or as complex as developing a way of rapidly identifying a returning customer. The first challenge is to personalize the interaction with each customer. Personalization is the ability to customize the way each staff member does business in accordance with a customer's wishes or needs.

True Cost Of Bad Telephone Etiquette

What's a phone call worth to your corporate image, brand equity, and profitability? Do your front-line employees complement your sophisticated, state-of-the-art phone system?

The 3 P's of Management in a Customer Service Department

When looking for a place to start analyzing, why not start with one of the 3 P's?

Translation - The Key to Excellent Customer Service

How foreign language translation could be your key to better customer service and to higher sales.

Ensuring the Success of Customer Loyalty Programs

It is easy to create a loyalty program but it is very difficult to assure that the created program will work your way. Since your aim is to retain costumers and provide them the reason to keep on coming back to use your services or buy your products for as long as possible, there are several factors that your costumer loyalty programs should possess to ensure success.

Opening A Dollar Store - Don't Leave Customers Standing

Are you opening a dollar store? If so, you will likely hear about the importance of customer service. However, most of the time this information is focused on providing customer service as customers are shopping in your store. What you may not hear is the importance of never allowing customers to wait to pay for their purchases.

The Questions We Face

It's the second in a series of articles on communications.

What Kind of Pillow Do You Prefer?

I like to find examples of companies who offer what the French Creole refer to lagniappe... a little extra. I contend that the best companies are the ones who offer a little extra in their service... something that sets them apart.

Handling the Nightmare Customer

I received this inquiry asking how I would assess this Customer-Gone-Wild episode. After I share it with you, I'll affix my answer, which I hope everyone will find useful.