The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they’ve ever had before. It takes a dedicated team to keep loyal customers coming back and new clients coming in.
Customer Service is [...]
A general counsel of a large international consulting firm told us about his experience talking to an interviewer who had called to discuss his satisfaction level with his outside law firm. He had been using the services of a “high end, expensive” law firm out of New York.
We asked if the interview questions allowed him [...]
“Thanking your customers” - Why you should do it and how…
Your customers make up 100% of your sales and 100% of your profits. Yet we spend a lot of money and time beating the bushes for new customers and not much time thanking those responsible for 100% of our business!One lesson your mother taught you [...]
Every time my firm conducts communication skills training, we know someone is going to object.
“That doesn’t work. Everybody’s heard of active listening. You can’t use that stuff anymore.”
And we have to admit, there’s a lot of truth in that. Everyone has heard of active listening. And it doesn’t work for many people much of the [...]
Is the special treatment you designed specifically to keep customers coming back working against you?
A local jeweler offers free lifetime battery replacement for any watch he sells. It’s a good hook to keep customers walking back in the store on a regular basis and increases his sales volume.
But, it’s backfired on him. And he’s lost [...]
Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here’s why…
Marketing research shows that only 1 out 50 unhappy customers take the time to complain… to you. They are likely to let 11 of their friends in on the fact that they are [...]
While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words.
When a company lacks the sincerity to deal with their customers fairly, some one comes along and puts the company on the dock and though [...]
Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success.
But, let’s face it we all occasionally make misteaks (misspelling intentional) and, even in the best of companies, anger a loyal [...]
If you are up to your ears in a stressful situation, it becomes difficult to think clearly. Sometimes, it is best to walk away from a problem, and think about it, rather than try to solve it with an instant solution.
My grandfather used to say: “Even the court jester can teach us something useful.” This [...]
The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our Trust
A bad attitude to customer service can literally destroy your business.
So, I thought I’d share my response to what I read on an Internet Marketing Forum recently to illustrate my point.
It started with a genuine request made by someone looking to [...]