Renewing Customer Loyalty: A Five Step Plan
Every business loses customers, but not many do much about getting them back. Here’s what that means in practical terms.
Customer Service Is Dying—and I’m Not Feeling So Good Myself!
Have you ever called a company and been greeted with the phrase “Hold, please”? Does it make you think that customer service is dying?
The Fickle Customer
Michelle McKinnon lists five simple steps that every employee can take to help keep customers loyal.
Top Ten Telephone Basics
Having good telephone skills helps build stronger customer relationships. Here is a handy “top ten” phone skills list for you to use.
7 Tough Customer Service Questions
It’s time to brush up on your problem solving skills by answering seven of the top tough customer service questions.
The Five Diamonds of Customer Service Leadership
The Wentworth Mansion has received the Five Diamond Award for four consecutive years. The hotel’s success is attributed to a management philosophy that extends a level of service far beyond efficiency and courteous behavior. In this detailed case study, Bob Seidler explains how this outstanding feat was achieved.
Can Mystery Shopping Customer Raise Service levels?
In this cutthroat world of high competition, how does a service organization maintain its service quality? Read on to learn more.
Being Present is a Gift to All – The Real Meaning of Real Time
They say wherever you go, there you are. Yet how present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don’t get marked as missing in action.
10 things to Remember while Replying to your Customers’ Email
10 quick and easy customer pleasing tips to adopt when you are replying to your customer’s email.
Never Ask a Question: Does your Organization Make the Grade?
How do you answer when asked the question: “Does your Organization Make the Grade?”
Five Pillars of Sustaining Exceptional Service
Have you ever wondered what goes on behind the scenes of a great service provider? Read on to find out more.
Client Service as a Competitive Advantage
If you were hauled you into a court of law and accused of being a ‘world class’ client service provider, would there be enough evidence to convict you?” Many times, unfortunately, their answer is, “Probably not.”
No Customer Service – No Sale
Have you ever left a store without buying what you went there for? Make sure it doesn’t happen at your store or business.
Ken Blanchard – Lunch with the Best Selling Author
I met for lunch with Dr Ken Blanchard, best-selling author of “The One Minute Manager” and “Raving Fans”. It was a great opportunity to gain an insight into the mind of one of the world’s leading management thinkers..
Where Are Your Executive Offices?
Ed Horrell takes a close look at Oden Marketing And Design, a true leader in the Kindness Revolution.
Empowering Customer Service is Vital
Empowerment in customer service has never been more important. This article explores ways that you can empower your employees to provide even better service.
Complaints are Actually a Good Thing!
Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood. But what if I told you that complaints are actually a good thing?
Delivering Customer Service Training That Sticks
No customer service program is complete until it addresses the integration of these 5 components.