How Customer Call Centers Have Improved And Why They Are Crucial For Your Business

When it comes to call center support for customers, there are dual benefits seen for both the consumer and the company. There is a great need for the answering of questions or need for the necessary walkthrough in regards to a service or product that could occur at any hour of the day.

Follow Up Tips for Computer Services Part 2

Follow up is a critical component of your marketing system. Here are some more tips for creative follow up.

Is the Customer Really King?

We often hear ‘the customer is king’. I don’t believe it. First, many customers do not behave like kings. Some act more like ruffians than royalty. You might want to disregard this kind of customer altogether. But it’s tough to disregard a king.

How to Be Customer Unfriendly

One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed the 24-hour fast-access option for frequent flyers, set up the menu so it changes at various times of the day, and put long recorded messages on the system to 'educate' passengers while they wait.

Make it Person-to-Person

Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done.

Long Forgotten? Stir Old Accounts Back to Life

Once a company has the benefit of receiving a customer's business, it makes no sense to close the account simply because the customer has not ordered from you in a while...even a long while. Unless there is substantial cost to keeping an account open, you should allow the customer to return at anytime, and welcome them back with enthusiasm.

9 WOW Ways to WOW Customers

This week is National Customer Service Week. As we celebrate the people who pay our bills, I want to give a few low-cost and no-cost ideas to WOW Customers so that they come back again and again and tell everyone they know.

We Are Really Sorry For You, But...

Generosity is a good service policy whenever your customers need help. If they need help twice, be generous twice. (No one loses their mobile phone twice on purpose.)

In the Spirit of Service

To offer the spirit of service, look beyond your customer's request to identify their true concerns. What you can offer may be different, and more effective, than what they have requested. Listen for unspoken needs, not just spoken words.

Overcoming the Nasty Pirate

Put positive emotion and a personal touch in your service recovery efforts. Customers will remember and cherish you forever.

To Be Distinctive, Be Different

Make a list of all the 'usual ways' your organization offers good customer service. Now think of totally different ways you could surprise, intrigue or delight. What bothers your customers? How can you fix it? What do they do before or after your service? How can you integrate it? What do they bring, carry or take away? How can you replace it?

Information as a Competitive Advantage – Part 2: Creation of Customer Value

Information which: contributes to the understanding of the customer profile, the market segmentation and the focused provisioning of products and services on selected Customer groups

Service Encounters of the Third Kind

What makes a company successful over the long, long term? What characterizes the service relationship between companies and customers who do business together for decades, even generations? How can your company stay close to your ...