Interactive Voice Response Is About Users, Not Technology

Keep the needs and preferences of your customers in mind when using interactive voice response.

Creating Customer Service Excellence

In a fast paced, dynamic environment like a customer facing group, there is potential for great wins and some losses as far as attracting, gaining and retaining customers go.

To Be - (Customer-Focused) or Not to Be - What a Question

This is the first in a series of short articles about understanding why customer focus is strategically important, what it means to be truly customer-focused and how to create or improve customer focus in your organization. This article presents a simple business case for the strategic importance of creating greater customer focus.

The Price Wasn't Right!

Excellent customer service and respect for the customer are the same thing. To deliver excellent customer service, we must respect that our customers have choices and do everything humanly possible to keep them as customers.

An Interpretation of Language

Language came from an origin, the primitive monkey men of millennia past. Now it is a field so vast in it's sub-branches and technical depth that we don't even know what's cutting anymore.

Getting Rid of the Rulebook

Companies must have rules & regulations to make its business run smoothly... but in this time of fierce competition & much talk of improving customer service, doesn't judgment on a one-to-one basis have a place?

What is a Virtual Assistant Anyway

Virtual Assistants add great value to the success of other enterprises. Learn who they are, what they do, how they can help and where to find one!

You are Guaranteed To Win and Keep More Customers Without the Missing Link

I had thought how easy to have a customer database recording such small things as last date of last visit, Christian names, newspaper taken, any special requirements etc? If this was in place the visit could be made much more personal and the experience enhanced to an even higher level.

Everybody Wants To Raid The Barn - Nobody Wants To Plant The Corn

The common misconceptions of free advice. What are the real costs?

Opening a Dollar Store - What do Your Customers Really Want?

One of the challenges faced by entrepreneurs after opening a dollar store is staying connected to customers. It can be difficult to maintain a strong connection that allows you to understand the needs and wants of those customers. Yet without that information it is difficult to make changes that accommodate your customers, and thus to truly succeed over the long haul.

Handling Angry Customers More Professionally

In my trainings I teach participants to use the formula LEARN to serve angry customers professionally and I personally use the same formula when I am confronted with angry customers.

Where Has The Service Gone?

How many times have you encountered horrible service as a consumer? Service in today's marketplace has taken a turn for the worse as companies look for ways to reduce costs and reduce internal supporting departments. Where has the service gone?

Customer Service – Serving Stinging Scorpions with a Smile

What does an oasis, scorpion and a kind traveler have to teach us about customer service? More than you think.

Customer Service - The President Murdered Grandma

Customer Service is one of the best ways to show how much you care and how much you are willing to pay attention to the needs of your customers. Customer service can be one of the best ways to foster customer loyalty, but a listening ear and follow through are essential - even on the Internet.

The Choice to Love

Love has been described a basic building block of resilience, the foundation of the family, and in the goal of marriage. But does love have a place in business?