Customer relationship management tools abound, yet let’s hear it for old technology. Your voice is the most multifaceted customer service tool in your toolkit. Your voice can convey concern, care and compassion. It can alternately convey boredom, neglect or contempt. Your challenge: to...
If you want to be number one in customer service, you have to do a number of things that make you stand out from the crowd. Here are 7 ways that will put you on top.
1. Roll Out The Red Carpet For Everyone. If theres one thing people hate about poor service, its getting treated...
As program chairperson of my SCORE * chapter I am always looking for new presenters to address the group. I frequently ask my fellow business counselors to give me some ideas for topics of interest to them.
In August one member approached me with an idea. He suggested inviting some of...
Thank you for calling XYZ Company. Your call is important to us but not important enough for us to answer it. Please hold for eternity or leave a message and a representative will contact you as soon as it is convenient for us.
If youve ever used the telephone to contact a business you...
Weve all seen it. Julia Roberts is shopping on Rodeo Drive. Shes dressed in her professional gear and gets that infamous attitude from the saleswomen. And of course, were all cheering when she stops back by the store in her newly purchased couture, arms laden with shopping bags and delivers my...
Every customer contact is a Moment of Truth that creates a Moment of Misery, a Moment of Mediocrity, or a Moment of WOW. In the Moment of Truth you can create customers for LIFE or you can initiate a slow and painful demise of your company one customer at a time.
A Moment of Mediocrity is...
The Internet The World’s Greatest Telephone for the Success of Your Business
Business owners of companies both large and small can achieve rich improvements in their operations if they start to ask themselves regularly, “I have just been handed a powerful new tool. It...
“Only the educated are free.”
-Epictetus
There are countless articles and studies outlining the high cost of training each with unique approaches to measuring the impact of training. During our current recession there is momentum for business to scale back all...
Everything I know about customer service I learned from working at McDonalds as a teenager. Hard to believe, but true! In this day of highly competitive cyber business, the companies that will succeed will be those that offer superior customer service. The value of a lifetime customer is...
Do unto others as youd have them do unto you. Dont worry; Im not trying to take you to Sunday school under the pretense of a business article! However, in one form or another we have learned this rule for as long as we can remember. Many people try their best to apply this rule in their everyday...
In short, yes uhm well, no maybe sometimes? O.k., so you might have gathered by now that there is no short answer. Anybody who truly believes that the customer is always right hasnt really given this policy much thought.
When was the last time someone came into your business, or called on...
If you are having a technical issue with your computer, and you need assistance, your best bet is to call your manufacturers technical support line. In most cases, technical support is part of the package when you first purchased your computer. If, for some reason, you are unable to use your...