Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.In most cases, the caller has been told something about you and your product or service. It is your job to find out exactly what they are calling about without asking that question directly. Most businesses have a number of products... Read More

When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do.So, why is it that every once in a while there's a customer who insists on totally, absolutely and completely pissing you off?How long is a string?There... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how few businesses remember how to provide quality service to their customers. But a recent trip to Italy not only reminded me that the art of service is not dead, but that providing outstanding service is the key to almost any successful business. Here are a few well-worn but important principles... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On the morning of the Northridge earthquake, Conrad's was the only restaurant in town that opened for business, and stayed open until the last customer went home. (For the record, I had a jumbo burger with Swiss cheese, grilled onions, fries, and two chocolate shakes with lots of whipped cream and... Read More

Why Cant Microsoft Make Soft Packaging?

Why is it that Microsoft wants you to buy its product but does not want you to open the plastic case that is welded around the cardboard box? I believe that such packaging along with cockroaches will survive atomic disasters!Good luck finding any clue as to an easy way to open this fused bit of skin-tearing packaging. I split my... Read More

What To Do When Youve Blown It

It's bound to happen sooner or later ? yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer. It may be an employee mistake (honest or intentional), it could be a defective product, it could even be an unreasonable expectation on the part of your customer. The cause really isn't important.What... Read More

Attitude of Service

When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service.It has recently come to mind that the attitude of service is not something you put on and take off when at work. It is something you carry with... Read More

Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?

In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. This simplicity of service and communications can... Read More

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service occasionally stands out but only because it's the cream-of-the-crap.Last week I had the opportunity to speak at the Lumbermen's Merchandising Corp. annual sales meeting in Dallas. The meetings were held at the Dallas Convention Center and the hotel we stayed at was the Hyatt Regency at Reunion.The first night I... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.We must distinguish between customer sales and service versus customer service. Whereas customer sales and service is largely concerned with selling an additional item or an additional service subsequent to an... Read More

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The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

Customer Satisfaction Is Your Business

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

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

How To Kick Your Customer Service Up A Notch!

Welcome to the inaugural issue of Human Tech Tips --... Read More

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More