Customer Recovery First, System Recovery Second!

When something goes wrong for your customer, you may know right away what needs to be done. But before you fix or change the system, set your precious customer at ease. Remember, there is a personal side to every breakdown. It's the side your customer feels first.

Give a Gift That Gives Again

Giving a 'free gift' to your existing customers may be appreciated, but may also become expected. Giving them a free gift to share with someone else can be a unique surprise for both.

Lack of Integration = Customer Frustration

This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing ... even customer training after installation, if required.

If We Implement Them All, You Have Not Succeeded

To keep your culture vibrant and evolving, you must consider ideas that are well beyond what makes sense right now. You must look ahead today, look beyond tomorrow and look 'over the horizon' for the future.

What does a Thank You Cost? What is it Worth?

Two simple words: Thank You can make your day and someone else's day much brighter - but they can also be good business builders.

Top Customer Service Speaker Says: You Revoke Customer Entitlements at Your Peril

If a customer is used to VIP treatment, receiving a perk, year after year, such as attending a nice event, it becomes part of his routine, like a family outing, and it’s something he counts on. In this article, Dr. Gary S. Goodman, President of Customersatisfaction.com, best-selling author, top speaker and consultant writes from personal experience to show just how damaging and costly it is to delete customer entitlements.

Get to Know Your Customer Laws - Getting In The Way Of Customer Service

Most professions now have; Know your customer laws, but are these laws adversely affecting customer service? Are know your customer laws causing professionals to ask too many questions of the customer that the customer wishes to keep private? You see, due to all the spyware, identity theft and privacy issues in the news

Say the Magic Words

There are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination. Perhaps this has happened to you. It has to me – twice.

To Inspire Perfect Service – Tip!

When a service provider receives acknowledgment and encouragement from the very beginning, they may do much more to serve you well. Everyone appreciates being appreciated, occasionally in advance...

Make Things Easy for Your Customers

I have three complaints and three suggestions.

Ban the Internal Customer

Internal Customer’ is a phrase often heard in business. Usually this refers to one department (the internal customer) receiving work from another department (the internal supplier).

Partnership Power: A Smart New Way to Improve Your Business and Your Life

In the beginning, great products were enough to guarantee your business success. With product sophistication, 'six sigma' manufacturing and zero defects you could consistently beat the competition.

Moment of Truth or Moment of Impact

Moments of truth are all those times when customers experience and evaluate your service. Work hard, do a good job, and customers will come back for more.