CSM - customer service news, resources and community

e-magazine for Customer Service Professionals

About CSM . Newsletter. Site map . Contact us
customer service news events articles topics jobs forum directory

Join CSM for Free!

access all areas
use the forums
ask the expert
free newsletter

Customer Service Articles

Welcome to our article library where you will find an extensive collection of customer service articles..

The Power of Perceptions in Shaping Customer Satisfaction

Customer Satisfaction: What Yardstick Do You Choose?

How to Optimise Customer Feedback From Numerous Sources

6 Reasons Why Complaining Customers are Golden

You Are The Leader - Customer Excellence Begins With You

Building Loyalty - 5 Steps to Succeeding in Difficult Times

Do You Use Customer Satisfaction Surveys?

Why Companies Aren't Developing Outstanding Customer Service

5 Traits You Cannot Teach In Customer Service

Understanding Customer Retention

Customer Loyalty Is the Key Measurement for Business Success

Defog The Mirror Of Customer Satisfaction

5 Simple Steps To Improve Your Customer Service Right Away

Is Your CRM System Doomed To Fail?

Learning from Your Employees' and Customers' Complaints

Motivate Your Team For Outstanding Customer Service

Turning Customer Service Inside Out

Customer Service Policy Geared For Excellence

Are Customer Service Standards Declining?

Conducting Business With Kindness

25 Ways to Keep Customers for Life

Should I Have My Company Mystery Shopped?

Customers Who Rave About You and Your Service

5 Practical Steps to Instill Exceptional Customer Service

Customer Care and Employee Care Go Hand in Hand

How to Handle Customer Complaints

Customer Service - Isn't It Obvious?

What is ‘Legendary Service’?

The "In" Of Customer Service

Satisfy Your Customers Through Compromise

How to Turn Customer Service Complaints into Profits  

How Much Service is Too Much Service?

How to Handle an Angry Client

The Bright Side Of Losing A Customer

Four Things Airlines Can Do to Improve Customer Service

Customer Expectations vs. Customer Needs

4 Ways You Can Handle Customer Service Better

Customer Experience: Everything Is An Emotional Buy

Do 'Captive Customers' Deserve Great Service?  

Embrace your customer’s complaints

Six Steps to Remarkable Service

Make Your Customers Feel Like Stars!

Turning Difficult Customers into Raving Fans

Why Customer Focus Differentiates

The Top Ten Customer Service Tips

Customer Service ABC's

Customer Service is a PACT

How to Prevent Turnover in Your Call Center

Difficult Customers - There's No Such Thing

CRM - The Emperor's New Clothes

Achieving World Class Customer Satisfaction

7 Tips For Outstanding Customer Retention

Customer Service in the Web 2.0 World

A Real CRM Strategy or Just Tracking Customers?

The 3 P's of Customer Service Management

8 Ways to Get Close to Your Customers  

Process Management Essentials for Extraordinary Customer Experiences

Call Center Performance Management  

Gateway to Successful Client Relationships

Foundations of Customer Satisfaction and Loyalty

Customer Service: You Just Never Know

Improve Like the Airlines

Creating the Greatest Customer Experience Ever

Get to Know Your Customers

Are You a Real Professional?

The Real Customer Service

5 Critical Priorities for Extraordinary Service

Bad Customer Service Does Not Happen Overnight

Connect to Your Customers Through Your Customers

The Boomerang Effect In Customer Satisfaction and Loyalty

Six Keys to Creating “Wow” Customer Service Experiences

Keep The Customer In Your Sites

How Do You Sustain And Grow Your Customer Relationships?

Customer Service: Little Things Matter

5 Ways to Have a Love Affair with your Customers!

How To Improve Your Call Center

Crafting Your Sales and Service Value Promises

Quotes For The Customer Service Professional

4 Steps to Spectacular Customer Service

Customer Service And Employee Satisfaction

Turn Your Employees Into Customer Service Dynamos

CRM And Sales Force De-Automation

Customer Service - A Proactive Step

Renewing Customer Loyalty

Customer Service Is Dying —and I’m Not Feeling So Good Myself!

7 Secrets for Moving Customers Out of a Hardball Mentality

The Fickle Customer

Top Ten Telephone Basics

7 Tough Customer Service Questions

The Five Diamonds of Customer Service Leadership

Can Mystery Shopping Improve Customer Service Levels?

Being Present is a Gift to All - The Real Meaning of Real Time

10 things to Remember While Replying to your Customers' Email

Never Ask A Question..

Five Pillars of Sustaining Exceptional Service  

Client Service as a Competitive Advantage

No Customer Service - No Sale  

Ken Blanchard - Lunch With The Best Selling Author.. 

Where Are Your Executive Offices?

Empowering Customer Service is Vital

Complaints Are Actually A Good Thing!

Delivering Customer Service Training That Sticks

Are You Turning Raving Fans into Roving Fans?

3 Special Benefits Every Customer Wants

What Are You Measuring your Customer Service With?

The 5 W’s of Customer Service Training

Powerful Questions to Deliver Superior Service

15 Principles for Complete Customer Service

Customers on Fire: How Good is My Suit?

Measuring Customer Satisfaction

Make Customer Service Your First Priority

How To Improve Customer Service

You Better Know Who You Are Serving

5 Steps to Exceed Customer Expectations

How to Enhance Customer Service

12 Ideas for Customer Service Training

How to Handle Difficult Customer Conversations

Focusing on Customer Service Consistency (Part 2)

Turning Around a Dysfunctional Customer Service Operation

7 Tips for Managers in Customer Service for 2007

The Truth About Really Great Customer Service

What Words are Music to the Ears of Your Customers?

R.E.S.P.E.C.T. - Your Client's Communications Preferences

Focusing on Customer Service Consistency

What is Customer Service?

10 Ways To Improve Your Customer Service

Hire For Attitude Customer Service

Improving Communications with Customers or Clients

What is More Important Than Customer Loyalty

Six Secrets of Outstanding Customer Retention

A New Spin on Mystery Shopping

Build Stronger Relationships with Customer Issues

Oh No, I Don't Want to Be a CSR Anymore!

What To Do When a Customer is Angry

Become a Customer Service Raving Fan!

Effective Ways to Handle Complaints and Keep Customers Happy

The Keys to Delivering World-Class Service

Who’s in Control of Your Customer Service?

Give Good Voicemail - Master the Art of Leaving Messages!

Customer Experience: It's More Than Customer Satisfaction

Is The Customer Always Right?

The Power of Highly Satisfied Customers

Turbocharge Your Business with Exceptional Business Courtesy

True Success Equals Loyal Customers

Tips for Removing “Customer Hassles”

Customer Service or Customers Serve Us?

Test Your Customer Service Knowledge!

Dealing With Customer Complaints - B.L.A.S.T

Customer Service Begins With an "A"

Is It Any Wonder That Companies Lose Customers?

Prove Yourself Every Time With Great Customer Service

Four Ways to Provide Customer Service on the Way Out

CRM for a Higher Level Of Customer Service

20 Business Telephone Etiquette Tips

Customers are Us! The Golden Rule of Customer Service

Standards of Customer Service

How to Restore Customer Satisfaction after Customer Service Failure

How To Determine Your Customer's Value

Outshine the Competition with Customer Service

Creating Customer Service Dynamos

Anatomy of an Angry Customer

Keep Your Customers Coming Back

How to Be a Customer-Focused Company

Superior Customer Service: Seven Strategies for Success

The 5 Biggest Customer Service Blunders of all Time

4 Customer Service Mistakes Companies Should Avoid Making

Complaint Letters: How to respond in 7 steps

A Customer Culture is Built on a Service Ethic

CRM: Keeping Customers Loyal

Winning Customers Over the Phone

Is Your Business Easy to Buy From?

Unlocking the Value of Your Customers

What's Your S-E-R-V-U Quotient?

How to Provide Exceptional Solutions to Your Clients

Customer Satisfaction Is Your Business
 
Delivering Great Customer Service

7 Ways of Getting Your Customers to Say ‘Wow’!

Business to Business Customer Satisfaction Surveys

Tips For Implementing A Call Center Quality Monitoring Solution

You Made a Mistake Now I'm Your Biggest Fan

Keeping Your Cool When The Customer Gets Hot

Quality Customer Service - A Philosophical View

Customer Loyalty versus Customer Satisfaction – The Real Difference

Mystery Shopping - Mysterious Way To Improve Customer Care

Customer Service Is King

Putting The "Service" Back In "Customer Service"

Why Customer Efforts Fail…Signs to Look for and Avoid

Dealing with Disgruntled Customers

CRM For Beginners – Customer Relationship Management Basics

Hiring Customer Service Representatives That Are A Perfect Fit

Handling Challenging Situations with a Customer-Focused Mindset

Are You a Customer Centric Organization?

Blocks to Customer Focus

Customer Service in 10 Simple Steps

Action Ideas to Deal with Difficult Customers

How to Amplify the Voice of the Customer

Customer Satisfaction Isn't Enough Any More

Managing Customer Contacts

Are You Hearing Your Customers?

Great Service Means Being Extraordinary

Customer Service Style

The Unbeatable Laws of Customer Service

Customer Satisfaction Linked to Employee Satisfaction

Your Career Action Plan for the New Year

Thank Goodness for Customer Complaints

Sure Fire Ways To Drive Customers Away!

Building Loyal Customers, From Contact to Delivery

Making Customers Feel Important

How To ‘Revolutionize’ Your Customer Service

Raising the Profile of Customer Care

Four Ways to Motivate Customer Service Professionals

Perfect Customer Service: Bigger is Not Always Better

Bringing True Customer Focus Into Reality

Service Encounters of the Third Kind

Tips for Curing Bad Customer Service

First Contact: The Source of Customer Loyalty

Poor Customer Service Is Top Reason Consumers Switch..

The Ten Commandments of Great Customer Service

What Customers Really Want - Six Secrets of Customer Service

Top Tips for Better Teamwork

CRM = Customer's (don't) Really Matter

Creating A Customer Service Culture

The ABC of Customer Service

Customer Service Leads to Customer Loyalty

Would You Like FRIES with That?

10 Tips To Improve Your Internet Customer Service

Turning a Difficult Customer into a Customer that Comes Back

Critical Steps to Establish a Customer Service Culture

Which Customers Complain the Most?

Top Ten Customer Service Tips

Customer Service In Today's Business Environment

Hit The Jackpot With Customer Complaints

Consumers Say "That's Stupid" to Call Center Methods"

What Exactly is CRM?

Customers - Hold Onto What You've Got

Delivering "Cut Above" Customer Service

-- Part 2 - The customer is always right
-- Part 3 - Turn complaints into a challenge
-- Part 4 - Use those two little words, thank you
-- Part 5 - Always be upfront and honest
-- Part 6 - Take the time and make the effort

Keeping Your Cool When Customers Get Hot

Customer Service Week

Making Customer Satisfaction Surveys Work

Bollywood Dreams

How Does Singapore Airlines Fly So High?

We Know Our Technology, But Do We Know Our Customers?

The Branding Experience - We Never Say No

When Things Go Wrong..Bounce Back!

What to do When Your Customer is About to Explode!

In Challenging Times Service Matters Most

What's a Customer Worth?

Make An Action Plan To Improve Customer Service

Clean Sweep

The Team Approach

Are You Being Dead Right?

Customer Service Quality Statements to Measure up Against

How To Keep Customers

What Every Customer Truly Wants - And How You Can Provide It!

Vision: How Leaders See The Invisible
 

To Submit an article, or for re-print details please contact us.

Back to Top

Copyright Customer Service Manager (CSM) 2004-2006. All Rights Reserved.