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  • Banks, Insurers And Customer Service - It's Record Breaking!

    A new report from the Financial Ombudsman has highlighted a record number of complaints against banks and insurance companies. Andy Hanselman offers some advice on what they (and you!) could d about it!

  • Focus on the Customer, Not the Money

    Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer. Whether the customer is buying right now or not, if you deliver the best service you can, eventually the sale will come.

  • Medical Answering Services: An Unconventional Method of Medical Treatment?

    Medical answering services come to the rescue of all those healthcare professionals who feel that they are unable to address the increasing demands of patients.

  • You Can Be a Customer Service Hero (Don’t Miss the Opportunity!)

    My 20-year-old daughter recently dropped her phone and shattered the screen. It happened as we were leaving a restaurant where we had lunch before taking her to the airport. She was catching a flight to the UK to spend a semester studying abroad.

  • Disappointed Customers? In The UK They Quit Faster, In The US, They Shout Louder!

    A new report suggests that there's a difference between UK and US customers when it comes to 'Dealing With Disappointment'.

  • Complete Your Business Without Stepping Out Of Your Comfort Zone

    In today’s time, a call center is recognized in the form of a critical support channel by organizations across the length and breadth of the industry.

  • Is It Time For Customer Service Providers To Turn Over A New Leaf?

    The growing popularity of the Internet is one of the reasons why your customer has become omnipresent. Be it live chat or email support, a customer surely expects you to be present everywhere he goes irrespective of the medium he opts for.

  • Customer Service from the C-Suite to the Mail Room

    In a recent interview, I was asked questions about why the leaders of a company in the “C-Suite” should focus on customer service. The questions seemed to be well-thought-out and appropriate, but as I reviewed the questions and my answers, it occurred to me that they could be applied to everyone in the organization, not just the management.

  • Customer Service Lesson: Helping vs. Selling

    Back in 1987, while doing some weekend repairs to my first house and in need of some hardware – specifically, a hinge for a saloon-type door that was coming loose from the wall – I headed to the local Ace Hardware store.

  • Performance Appraisals Do Create Customer Experiences

    When employees feel that they are held accountable to reasonable performance standards and provided with objective evaluations, they are more inclined to provide a higher level of service to customers.

  • Service Recovery - Regaining Your Customer's Trust

    Service recovery is important to sustaining a solid business reputation. While mistakes do happen, the customer is depending upon you to quickly correct the situation.

  • Customer Service Is More than Just Being Nice

    I recently had the privilege of speaking to the people of Ace Hardware about creating amazing customer service. If you know anything about Ace, you might be thinking that they could be the ones delivering the lesson on service – Ace has built its own special brand of customer service centered on being helpful.

  • Do You Have A 'Customer Praise' Procedure?

    Lots of businesses have 'customer complaints' procedures, but too few have a 'customer praise' procedure!

  • Customer Relationship Marketing Contributes to Customer Retention

    The key to long term business success is to implement Customer Relationship Marketing in your business which contributes to customer retention. What does this mean? Basically, it means that your goal should be to change one time transactions into repeat transactions with long-term customers, and this involves developing and maintaining strong relationships with your customers so they remain loyal to you.

  • Operationalizing a Customer Service Culture

    Building the ideal corporate culture doesn’t happen by chance. If you are a leader of a company or organization and you want to instill a customer service culture, how do you make it happen? To become a customer-centric company requires first building an employee-centric workplace.

  • Option Awareness Does Create Customer Experiences

    Customer service requires customer service personnel to always be ready and equipped to work at maximum efficiency and with maximum effectiveness. One's ability to know that the Play Clock is Running in your customer's head, understanding that there are solutions available via Option Awareness and possessing the knowledge to Select the Right Option will lead to creating satisfied customers and confident customer facing personnel.

  • The Big E Word in Customer Service

    Employing the art of empathy can be the difference in one's attempt to retain an angry customer. Empathize sincerely by asking yourself - How Would I Feel?, What Would I Expect?, Do I Trust You? and Are You Listening?

  • Five Customer Service Tactics to Increase Sales

    To be truly effective, customer service must permeate the culture of a company. It is everyone’s job. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service.

  • Building Customer Relationships - A Priority for Long-Term Success

    Customer attraction is rarely an issue because companies, large and small, are well-equipped with sales and marketing strategies that attract new clients and customers. This is evidenced by the volume of offers most residents receive in their mail boxes. And some of these offers can be quite enticing.

  • Customer Service Should Start with the End in Mind

    I recently had the opportunity to share a conversation about an article I posted in the online publication Customer Think, a great online source for customer service articles. The article was about the importance of being employee-focused as a precursor to becoming customer-focused, and I shared an interesting dialogue about the topic with Bob Thompson, the editor in chief at Customer Think, and Michael Lowenstein, a fellow author.