One of the basics of acting taught to me in grade school was the important principle of “staying in character.” Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.
Applying the principle in school, I would lock my legs stiffly and [...]
‘A 5 percent increase in customer retention increases profits by 25 to 95 percent.’
‘The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped .’
This is the received wisdom from experts on the nature and importance of customer loyalty. Yet in a world of product and service commoditization and as the [...]
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
Boy, was I mistaken….
As it turns out, I seldom use my scanner for slides. And no matter how many different ‘Kathy’ techniques I tried to get it to work, [...]
What have you done for your existing customers lately? Probably not much, if you are like most businesses.
I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your long-term success. The best new business program is delivering excellent service [...]
Call center solutions solve a range of age-old problems. As far back as ancient times, the success of a business has always depended on how well that business can communicate with clients and meet their needs. It is necessary to be available, in touch, easy to reach, and pleasant to deal with. From the point [...]
Are your company’s call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients’ expectations regarding communication. Nowadays, a client will normally expect to be able to contact a company representative [...]
Would you like to have customers that stay with you anddon’t buy from your competitors?Customers that say nice things about your business to otherpeople; pay you on time and accept the fact that you might be a bit more expensive thenother suppliers?Of course you do but how do we perform this miracle? It’sdead easy really; [...]
A client recently said to me: “Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?”
How you handle and solve customer concerns and complaints is a measure of your standing in the “excellent”, “bad”, or “mediocre” category of customer service. Many companies [...]
If you’re like me, you’ve had plenty of experience with BAD customer service. Just think about the last time you had a bad experience with a product or a service.
Perhaps the product or service did not live up to the sales pitch. Maybe the company was unresponsive to your calls or emails. Maybe they did [...]
If you want to learn how to get your clients to do your selling for you through excpetional customer service, read on. Learn customer service secrets from tourism professionals, apply them to your business and prosper.
1. Be a Good Listener - Most important, listen to your customers’ concerns and complaints, as well as their praise. [...]