Every customer who walks through your door or visits your web site should be wowed by your service. This is the simple truth behind the mysterious art of customer retention. And while the easiest, most [Read More]
Occasionally, we can get swept up in all the new-fangled methods for optimizing customer service. That can make us forget the basics on which all customer service is built. You may think, for example, that [Read More]
Businesses large and small shell out huge amounts of money for training every year — more than $58 billion in 2007 (an average of $1,202 per employee), according to Bersin & Associates’ 2008 Corporate Learning [Read More]
Although you may not have a lot in common with your customers, it’s important to ask yourself what they need. According to Marilyn Suttle and Lori Jo Vest, coauthors of “Who’s Your Gladys?: How to [Read More]
In the world of e-commerce there’s no customer service desk or associates wandering the aisles armed with helpful tidbits about your products and services. In fact, an e-commerce site can be an impersonal environment, where [Read More]
Kate Tammemagi, a customer service trainer at Focus Training, shares these great customer service tips to improve your phone skills. [Read More]
Every sales professional talks about referrals being one of the most successful sales techniques, but few actually pursue them. According to Jim Cross, author of Bacon & Eggs: How to be Totally Committed to Your [Read More]
Countless studies show that satisfied customers will defect in a heartbeat if they think they can get a better deal somewhere else. In today’s marketplace, you have to create completely satisfied customers whose loyalty can’t [Read More]
Most companies understand that communicating with customers and prospects in a cordial way is one of the keys to success, but you’d be surprised how few organizations actually offer excellent customer service standards. Melinda Mallari, [Read More]
Your reason for being in business is to serve your customers. That means your decisions, policies, and procedures all must be tied to excellent customer service standards, says Kevin Stirtz, a speaker and trainer and [Read More]
