Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?" While there are no definitively right answers to that question,... Read More

You Bever Know Who Youre Serving

You Never Know Who You're Serving when customers turn irate.I think of myself as a reasonable person. It takes a lot to upset me, but upset I am.A number of years ago, I bought a new television set. I had seen a flyer from Lechmere's that had TV's on sale.... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough. If there is anyone anywhere who has ever sent you a check for your services and with whom you haven't communicated in... Read More

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there ? they serve up amazing customer service. And these lessons aren't just served... Read More

Make An Action Plan To Improve Customer Service

Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.Customer service is all... Read More

Losing Angry Customers

This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. After all, since there was a finite group of customers and a limited... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. If your newsletter is little more than blatant self-promotion, however, it's likely to hit the wastebasket before it hits your target's desk. By following a... Read More

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We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More

Are You Giving Your Customers Enough Reasons To Return To Your Business?

Good customer service just isn't enough anymore in the marketplace... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

Modern Call Center Solutions - Keeping in Touch is the Key

Call center solutions solve a range of age-old problems. As... Read More

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

What Do Your Clients REALLY Think of You?

*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with... Read More

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More

The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse.... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More