It's Not The Movies - It's Just Good Service

If you were making a movie about Customer Service, would it be a mystery or a drama?

5 Steps to Exceed Customer Expectations

We all have a common set of expectations from certain industries we do business with that we won’t compromise if those expectations aren’t met. When is the last time you weren’t alarmed by a power outage even if it occurred after a major storm? If you were to think of your company in the same light, what would be some things your customers have come to expect that are deal breakers if you don’t live up to the industry’s established and implied expectations?

Take Your Customer Service Dept From 'Cost Saving & Cost Reduction' To High Profit & Business Growth

Many companies view their customer service function as a way to reduce costs. Big mistake. Your customer service department can add huge profits to your bottom line.

Customer Service - More Than 100 Surefire Ways to Lose Your Customers

Do your customers annoy you? Have you thought of ways that you can push them away and kill off business? If you are at a loss for fresh methods, we've compiled a list that is certain to help you succeed. Please read on for more than 100 ways you can diss your customers.

B.l.a.s.t.ing Your Customers

You have opened a new restaurant, and things are working out great. You are thinking that the world is good, and customers kept pouring in, customers that are more than happy to unload their extra money on the foods you serve. Then all of a sudden-

5 Reasons Customer Service Reps Should Record Themselves

Major call centers use centralized equipment that records ALL calls, and generally this is thought to make the rep evaluation and coaching process easier and more efficient. On one level, it does. Calls can be “drawn” by evaluators on a random basis with no obvious intrusion into conversations. Reps are believed to be behaving as they normally would, not trying to spiff up their chats simply because they know they’re being monitored or judged. However, I believe what appears to be a primitive means of recording calls is preferable. Reps should record their own conversations using portable, “hand held” equipment while at their individual workstations. There are 5 reasons this improves achievement and efficiency, according to Dr. Gary S. Goodman, President of Customersatisfaction.com, top speaker and trainer, and best selling author of 12 books including MONITORING,. MEASURING & MANAGING CUSTOMER SERVICE (Jossey-BASS/JOHN WILEY).

Customer Service Managers: Are You Going to Make Your Troops March?

Dr. Gary S. Goodman, President of Customersatisfaction.com, top speaker, and best-selling author says simply ORDERING people to do their jobs is the last thing most managers wish to do, yet it is necessary. In this article you'll learn how one company soared in its industry wide customer service rankings after it learned the value of imposing DISCIPLINE on its CRS's and managerial staff.

How To Find Out About Customer's Credit History

If you're in business then there will come a time when you'll want to make a supply to a customer who will pay you at some later date for the product or service that you supplied. This is a standard and normal way of working for many businesses and one, which works well most of the time. Unfortunately there can be bad apples in any barrel and if you don't know how to find out about your customers credit history then you're leaving yourself open to bad debts...

Poor Customer Service Cost

Why do some customers never return? What can you do to increase customer retention. Start by understanding the cost of poor customer service and how to recover from the lose.

And the Greatest of These is Love

It seems that American business loves everyone and everything. Perhaps it is the fact that most of today's business leaders were born or grew up in the 1960's and 1970's, the decade of love. But more likely it is a semantic error, or a marketer's ploy.

What Should Your Customer Service Training Cost in Terms of Money, Time and Results?

Loyal customers provide ongoing revenue and are the source for referrals. Having employees who consistently demonstrate exceptional customer service is the dream of every business owner or executive. Understanding the cost of developing those employees is necessary if you, the business owner, wish to take your business to that next level of success.

Three Lessons from the NFL Experience

This week I had a chance to visit the NFL Experience in Miami. It's a weeklong festival the league puts on in the city where the Super Bowl is played.

Customer Rights And Making A Complaint

Having taught business management, marketing and customer service for many years I decided to write a short article the rights of the customer and how a dissatisfied customer should go about making a complaint.

Replying to Emails & Phone Calls-When Is A Good Time?

How often do you answer your emails? Do you respond to them right away or wait until the end of the day? This is a small dilemma that comes up quite often for self-employed individuals.

Under Promise-Over Deliver

As I sat at lunch with the young insurance executive, he raised a question. He had an exclusive contract with an insurance company to sell only their products, but his agents wanted to sell a competitive product as well. My friend wanted to know if it would be morally right to do this through another company in which he had a vested interest. I reminded him that he had made a covenant, a promise.