Leadership and Customer Service – is There a Link? By Derek Williams
It’s your first day in a new job.This is the job that you really wanted. The one that you saw advertised and immediately knew was for you
Why Hasn't Customer Service Improved Despite the Profusion of Databases and Technology? By Derek Williams
Let's not get confused here.Databases and technology are tools that we can use in our businesses. There has been a lot of emphasis on Cust
Would You Like FRIES with That? Giving Customers What They Love By Charles Kingsmill
It used to be hard to buy books from Foyles, the world-famous bookshop in London's Charing Cross Road. The building was a warren; the layo
Customer Service Week - Wear Red Pants! By Derek Williams
Why?Why should you bother?A couple of little business statistics have stayed firmly in my business thoughts ever since I cam
Fun Email Quiz By Kelly Watkins
Are you creating a positive, professional impression when you email your co-workers and customers? Or, is Miss Manners shrieking in horror every
How to Turn Customer Complaints Into Gold By Alexandria K. Brown
Did you know that marketing isn't only about getting your clients or customers? It's also about KEEPING them, and keeping them happy. That's a bi
Hey, Billy Goat Gruff! Are Ya' Sayin' What Yur Sayin'? By John T Jones, Ph.D.
From the Eye of the Potato: Train the people that deal with your customers.I called a support number the other day—I got the message! A r
Heroes Take Care of Customers Even If They're Wrong By John Madden
It has been said, and I was taught it as a young teenager in my aunt's small hotel in Dublin, Ireland, that the customer is always right. While t
For Web Design and Development Businesses Exceptional Customer Service Is the Name of the Game By Leanne Hoagland-Smith
If you as a small business owner have a web site and need to deal on a regular basis with a web hosting provider, web development company or a we
Justifying a Help Desk By Paul Smith
It seems that every time businesses decide to cut down on expenses, they always seem to focus on the Help Desk/IT department. IT Managers are ver
Boost Business With Two Simple Words By JoAnna Carey
The economy is unpredictable. War is raging. People around the globe are expressing a renewed interest in re-evaluating priorities and rumor ha
Building Client Rapport by Spoiling Them By Colleen Holloway
Massage Therapists are always looking for new ways to build their clientele. Finding unique ways to reach your existing clientele is what makes t
Getting Back to Basics: A Customer Service Tale By Joy Fisher-Sykes
One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called
How to Handle Irate Customers By Paul Smith
Customer service would be one of the most difficult positions in a company mainly because the majority of people miss the point of it. You see th
Clearing Your Backlog Of Calls By Paul Smith
So you’re finally at the point where business is booming and you’re getting dozens of calls and emails per day from customers, potential or exist
The ABC of Superior Customer Service By Eric Garner
If you want your front-line staff to remember the essentials of customer care, there’s no better way to teach them than with the ABC of Superior
A Guide For Customer Service Training Tools By Bob Hett
Let’s face it, good customer service can make or break a company. Even if the product is top-notch, if the sales representatives don’t have great
Customer Service Warning—What to Watch for That Indicates We Have a Customer Service Problem By Alan Boyer
Do you frequently hear that customers are unhappy about something, and sometimes they are downright frustrated.Yet, what you hear from you
Put Your Angry Customer at Ease By Jay Conners
Having to deal with angry and upset customers is by far one of the worst responsibilities we must face on a day to day basis in the world of sale
They Cared: The Story of Delta Air Lines and Katrina By Lawrence D. Elliott
As we watched the horrific pictures of the Katrina victims in various parts of the gulf, and in particular the sad and sometimes infuriating pict
Ten Online Customer Service Tips By Andrea Wilson
Other than the current buzz words, customer service has changed very little since commerce first began. If you want a customer to buy from you ag
Customer Loyalty By Paul Hathaway
By nature loyalty is fleeting. It is built on the strength of the relationship between a customer and a business. Fill in the following blanks.
Three Ways to Improve Your Help Desk's Reputation By Paul Smith
I recently did some consulting for a large retail company and sat in with their help desk department, which was probably the worst I have seen in
Can You Use Customers' Names Too Many Times? By Scott Ginsberg
When I worked in guest services at The Ritz Carlton, I noticed some employees had a tendency to overuse guests' names. Unfortunately, aft
The Power of Knowing Your Customer By Jay Conners
Often times we believe the depth of our customer does not extend beyond that of the business they do with us.In fact, it goes way beyond t
Turn Your Customer Complaint into a Positive By Jay Conners
The last thing we want to hear during our work day is complaints from customers. However, it does come with the territory. Here are a few tips on
Four Tips On How To Avoid A Verbal Fight By Tristan Loo
1. Don't take the bait. A personal attack is their way of getting their intended victim to play their game. Think of a personal attack as a them
Customer Service is Not a Four-Letter Word By Gregory Smith
What word pops into your mind about a recent customer service experience? Was it good, or was it bad? Customer service in this country seems to
Customer Service Leads to Customer Loyalty By Jay Conners
All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will.
Great Customer Service: Do You Use This Essential Tool? By Stephen Steckly
Are your customers thrilled by the way your employees interact with them? Learning the answer to this question can literally change the future o
