No One Answers The Phone But The Sales Department

Best-selling author describes his frustration in trying to talk to someone in the companies he does business with.

Are Your Employees Empowered To Provide World-Class Customer Service?

Best-selling author discusses the power of allowing employees to make decisions when it comes to customer satisfaction. The Nordstrom example serves as best practice.

The 3-R's Of Customer Service

Learn to deal with tough customers and provide excellent service, even when the situation isn't your fault.

Why Customer Service is Even More Important These Days?

You know customer service is important but have you thought how it would impact on your cost of operation/sales and eventually, your bottom line? If you have not thought along that line, read on and let me have your views...

A Performance Management View On Tipping

In this view the idea of tipping is compared with performance management. The client is the one who evaluates the performance. And as tipping is often used in restaurants and bars, the client is the customer who is receiving the service.

Some Advantages Of Sending Out Cards For Your Business

Keeping in touch with your customers can have some very beneficial effects on your ROI. Sending greeting cards and postcards is an extremely effective way to make some points.

The Forgotten Customer

Good companies would never forget about their customers. Or would they? We examine why the status of our internal customers usually doesn't match that of the external ones.

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.

Stop Hiding Behind Company Policy

Take your company manual, find the pages that cover 'company policy' rip them out of your manual and throw them away. Then you'll be able to start looking after your customers with common sense and doing what's best for them.

How to Handle Customer Complaints -- A Look at Customer Retention

Customer service can be somewhat of a fine art at times. An unhappy customer can challenge business owners today on a multitude of levels. For many, the simple thought of dealing with an unhappy customer can make some business owners break out in a cold sweat.

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?

Customer Service Is About Establishing And Building Relationships.

Any type of relationship can be fragile. Your new business can only succeed if those relationships are guarded, protected and nurtured. You do that by treating your clients as if they were cherished friends.

The Mechanic

I recently had a problem with my car which turned in to a customer service nightmare. There's a lot to be learnt from this story.

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.