Do You Really Provide Great Customer Service?
Are you treating customer service as a necessary add-on to your business? If you are, you will never really provide great service..
Dr. Dennis Rosen
3 Steps to Sustainable Customer Service Performance
Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis..
15 Ways to Conduct Successful Customer Focus Groups
With prior planning focus groups can provide valuable information for your business. Here are 15 important points to help you make your next customer focus group a success..
3 Words You Never Want Your Customers to Say
In the world of customers service, there are three little words you never want your customers to say. Dr. Dennis Rosen reveals what they are and how you can avoid them..
Customer Service Strategy: Is the Customer Always Right?
“The customer is always right!” Many businesses live by and preach this phrase. But is it true?
12 Steps to Handle Customer Complaints
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Here’s a step by step guide to handling them well..
Why Customer Loyalty Should Not Be Your Goal
Loyalty has become a goal of many businesses. However, it is important that we define our goals correctly since they represent where and how we will direct our efforts..
3 Little Words That Can Lose a Customer
Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer..