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Best Practices In Customer Service
This Time Its Personal
- by Cheryl Higley
Read about how various businesses went the extra mile to surprise and delight their customers. Each of these examples show that by adding a personal touch one can change a simple business transaction into a life-time of excellent customer service.
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(Added:
28-Nov-2004
Hits:
2021
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Do You Know What Your Customers Really Want?
- by Steven S. Little
What a great question -- do you really know what your customers want? You don't want to provide your customer with a service or attitude that they do not desire, that's not customer service. The author brings this idea to the table in a concise manner. His advice is don't lose sight of what's important. Read more about the author's thoughs on customer service.
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(Added:
30-Nov-2004
Hits:
1479
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Customer Service Encounters
- by Ron Kaufman
The message is simple in this article. The author advice is to help your customer get where they want to be. There are three kinds of service encounters, he claims. Service encounters of the first, second, and third kind. If you are interested in staying in business and providing excellent customer service, you should practice customer service encounters of the third kind.
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(Added:
1-Dec-2004
Hits:
1874
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Ten Questions To Ask About Your Customer-Focus Improvement Process
- by n/a
These are 10 excellent questions to answer if you want to consider improving your customer focos. If you answer each of them carefully and in great detail you are sure to improve you customer service.
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(Added:
7-Dec-2004
Hits:
2840
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Ten Rules for Great Customer Service
- by AllBusiness
As the title states, this article provides ten rules for great customer service. One I particularly like is focus on making customers, not making sales. For more good rules, see the article.
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(Added:
9-Dec-2004
Hits:
3573
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The 10 Practices of Exceptional Service
- by Mark Sanborn
This article consists of ten good reminders with regards to practicing exceptional customer service. The suggestion to make your customer an insider is just one of the tips you will want to review. See the article for the other nine tips.
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(Added:
13-Dec-2004
Hits:
2670
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Your Two Customer Service Questions
- by Patricia Fripp, CSP, CPAE
You're already aware, I hope, that each and every employee of your company is a "customer service representative," no matter what the job description says. Read this terrific customer-service story, and then consider the two questions at the end.
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(Added:
13-Dec-2004
Hits:
1734
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Communication and Customer Service
- by Jan Pedersen
The author shares her experience with customer service personnel. She has some excellent tips for dealing with difficult, disgruntled and irate customers. Read this article and learn the basics of providing excellent customer service.
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(Added:
13-Dec-2004
Hits:
1917
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Customer Service, Not Customer Servitude
- by Dr. John T. Self
When service staff must deal with rude customers who treat them like servants, the service staff can start to feel like servants and not customer service providers. There are ways to prevent this attitude taking shape. Read this article to learn what you can do to help your staff retain their great attitude that reflects your company's customer service ethic.
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(Added:
14-Dec-2004
Hits:
1776
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Turning One-Time Customers into Lifetime Business
- by Rhonda Works
Selling every customer only one item -- whether a business plan, a landscape design, a kitchen remodel -- is a precarious way to earn a living. Here, Rhonda Abrams suggests ways to broaden your offering to encourage repeat customers.
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(Added:
17-Jan-2005
Hits:
1885
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Have You Ever Had A Difficult Customer?
- by David Saxby
Review the techniques for dealing with a difficult customer listed in this article. They are valuable and worth perusing even if you think of yourself as an expert when it comes to dealing with an angry, difficult customer.
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(Added:
17-Jan-2005
Hits:
2969
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Have You H.E.A.R.D. The Joke About The Angry Customer?
- by David Saxby
Hear, Empathize, Ask, Respond, Deliver (HEARD !!) are the key points to remember when dealing with an angry customer. You'll be glad you reveiwed the techniques listed within this article. All are effective for providing great customer service.
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(Added:
17-Jan-2005
Hits:
2933
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Create Satisfied Customers For A Lifetime
- by David Saxby
There are some great ideas for creating satisfied customers for a lifetime. How to do it? By welcoming customer complaints and educating your customers. Read the article for more information.
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(Added:
17-Jan-2005
Hits:
2752
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10 Commandments of Customer Service
- by Susan Friedman
'Know who is boss' is the first of 10 commandments from the author's point of view. Read the article to find out if you agree who the boss is in your business. You'll agree with the answer and you'll also agree with the other 9 commandments for providing great customer service.
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(Added:
18-Jan-2005
Hits:
6474
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Seven Secrets Of Customer Loyalty
- by Phyllis Sheerin Ross
You want and need to keep your customers loyal to your business. Presented within this article are some secrets to doing just that. Number three is 'fix now, discuss later'. This is outstanding advice. Read on for more outstanding customer service advice.
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(Added:
18-Jan-2005
Hits:
2096
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Top Ten Tips for Outstanding Customer Service
- by Martin Haworth
Remember the 80:20 rule? You may not get everything perfectly right, but getting most right will be much, much better than the majority of your competition. These Top Ten Tips for Customer Service will get you well on the way.
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(Added:
18-Jan-2005
Hits:
3271
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Communicating With Customers
Choosing The Right Channel For Communicating With Customers
- by Daniel Scuz and Whitney Quesenbery
Technology continues to change the customer service equation. Making the right decisions about which channels to use for marketing, communications and customer service requires an understanding of tasks, users and optimizing the use of each channel. Comparing user needs and channel strengths will help you make the right decision for your business and your customers.
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(Added:
22-Feb-2006
Hits:
1597
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Complaint Handling
Complaint Handling is Easy - Just Make it Memorable
- by Colin Marvell
This article is an excellent strategy for handling customer complaints. Enclosed are ten very valuable tips for employing this strategy. See how they will add value to your organization's strategy for customer complaints management.
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(Added:
7-Dec-2004
Hits:
1761
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Handling Customer Complaints
- by Shally Meinhardt
According to this article following these steps: listen, empathize, and act will go a great way to effectly handle customer complaints. Read the details within this article.
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(Added:
7-Dec-2004
Hits:
1957
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How To Handle Customer Complaints
- by Clearlybusiness
This artile is devoted to providing advice regarding the handling of customer complaints. The article points out the fact that when one lodges a complaint, it provides the organization with an opportunity to ensure that other customers do not experience the same breakdown in the product or service. Various stages of the problem solving procedure are also discussed.
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(Added:
8-Dec-2004
Hits:
2274
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Effective Complaint Handling
- by Office of the Ombudsman, Hong Kong
This is an exerpt of the handbook from the Office of the Ombudsman in Hong Kong. The handbook was written to facilitate the growth of a culture geared towards handling complaints effectly. The article covers the how-tos of devising a complaint handling system,
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(Added:
8-Dec-2004
Hits:
1372
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Hands-on tips for handling customer complaints
- by John Tschohl
Relationship building is one thing. Relationship salvaging is another.
But take heart: An angry customer is not necessarily destined to become a former customer. A study for the U.S. Office of Consumer Affairs determined that between 54 and 70 percent of customers whose complaints are resolved will still do business with an organization. And if you resolve a customer's problem quickly, the customer will return 95 percent of the time. The author suggests the following techniques for changing an angry face to a happy face:
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(Added:
13-Dec-2004
Hits:
1452
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Creating A Customer Service Culture
Creating a Customer-first CUSTOMER SERVICE Culture
- by Linda Richardson
It is the role of management to create a vision of customer service and to communicate it clearly and repeatedly throughout the organization and, in particular, with the customer service representatives. Managers must impact that, buy in, and serve as big mirrors reflecting the customer service quality they expect.
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(Added:
26-Nov-2004
Hits:
1377
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Customer Service
Ten Tips To Excellent Customer Service
- by n/a
This article lists 10 very excellent cusytomer service tips. My favorite is to not use science to sell your product. Yes, your sales staff will probably know more about the product than the customer does, but there is no need to confound the customer with product jargon that they don't understand and have no desire to learn.
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(Added:
26-Nov-2004
Hits:
2610
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Customer Service - Call Centers
Listening To The Customer
- by Donna Siegal
As a customer service representative in a call centre environment good listening skills are paramount. This article suggests that there are three main roadblocks to effective listening. They are listed as: organization, assumption, and association. These roadblocks are discussed in detail and recommendations as to how to remove them during customer interactions are included within. This is a good read not only for call centre employees, but any employee who routinely deals with customer service issues.
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(Added:
2-Nov-2004
Hits:
1520
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10 Strategies for Customer Service Success
- by Emmy Favilla
Contact center managers can no longer define success by call duration alone. Visit ten companies that have overcome challenges related to contact and call centeres and customer service.
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(Added:
26-May-2005
Hits:
1497
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Customer Service - Government and Public Sector
Public sector needs to modernise customer service
- by Miya Knights
While consumers see no difference between customer service levels of public and private sectors in general, the research suggests the public sector is lagging behind in modernising its customer resources.
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(Added:
24-Oct-2004
Hits:
1469
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Customer Service - Hospitality Industry
Defining Customer Service: The Customer’s Perception Is Our Reality
- by William F. Orilio
Service is elusive and intangible but it is the life’s blood of the restaurant industry so we must ask ourselves, “What is customer service?” In today’s competitive marketplace service is the most important thing a company has to sell. It truly makes the difference when two businesses have the same product.
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(Added:
23-Oct-2004
Hits:
1699
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Customer Service - Internal Customers
Improving Your Organization's Customer Service
- by Micheal N. Bernberg
Customerize your company, advises the author of this article. Read how to ensure that every employee should be treated as a customer of every other employee. There is value in cutomerizing your company. Learn more by reading this article -- you'll be glad you did.
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(Added:
3-Nov-2004
Hits:
1692
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Getting Your Organization to Work Together
- by Scott Miller
If you don't think of helping your co-workers and bosses complete their tasks as part of your real job, please, please read this article. If you are interested in eliminating this kind of thinking from your company, you'll want to review some of the tips provided. You'll learn how to set up a work environment that sees the value of an organization that works together to promote an awesome customer service ethic.
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(Added:
3-Nov-2004
Hits:
1486
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Your Customers Are Your Customers
- by Barry L. Linetsky
The author of this article presents a different point of view to having employees treat each other as customers. In an effort to improve customer service, it may in fact adversely affect company stockholders, employees and 'real customers'. The focal point of this article is to make each employee's objective to help each other improve the real customer's service experience.
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(Added:
3-Nov-2004
Hits:
1951
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Internal Supplier-Customer Chains & GET-DO-GIVE Cycles…
- by n/a
If you are interested in implementing the internal customer concept within your company or just want to refresh your current concepts, this article will provide you with a good working model of the supplier - customer chain. Worth the read for someone new to the concept of providing customer service via internal customers.
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(Added:
15-Nov-2004
Hits:
1605
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Benefits To Customers
- by n/a
This short article provides good definitions of both the external customers and internal customers and how specificially internal customers contribute and benefit from a company's good customer service ethic.
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(Added:
15-Nov-2004
Hits:
2568
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Internal Customer Service
- by Shep Hyken
This article describes the many types of internal customers that exist within an organization. An offers advice about getting an internal customer mind-set started within an oganization.
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(Added:
15-Nov-2004
Hits:
1892
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The Key To Productivity Is Internal Customers
- by Carole Nicolaides
Superior internal customer service has a far-reaching arm. It extends to morale, productivity, profitability, external customer service, and every other area of your business. Those who receive excellent internal customer service exhibit pride, are quick to voluntarily offer assistance to others, and to identify and head of problems. And so begins this article that demonstrates the value of an internal customer oriented corporation. This article is worth reading.
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(Added:
15-Nov-2004
Hits:
2940
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The Value of Internal Customers
- by Brian Kimball
It is generally recognized that if two companies are supplied with the same physical assets - equal numbers of employees and the same product and market - one of the companies will clearly out perform the other. The reason for this is not a matter of luck. Rather, it is due to one company's failure to take advantage of its intangible assets versus the other's ability to make more strategic utilization of these same assets.
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(Added:
15-Nov-2004
Hits:
2834
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75 Questions You Should Think About
- by John Guaspari
Do you know what makes your customer hand over his or her money to your company rather than to your competition? And are you aware of why your customer returns time after time? If you don't know the answers, you'll want to read this article that presents 75 questions that a company should ask. And like the article suggests, there is one question that a corporation simply cannot afford to not think about.
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(Added:
15-Nov-2004
Hits:
1386
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Customer Delight
- by Dr. John T. Self
When a company's internal customers are happy and believe in the company they work for, it is often the best PR a company can hope for. See what you can do for your internal customers to improve your customer service so that your external customers are delighted.
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(Added:
14-Dec-2004
Hits:
1934
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Tips For Internal Customer Service
- by Scott Miller
Customer service is a major focus of many successful companies. And many of those companies have determined that making employees happy leads to legendary customer service.
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(Added:
15-Feb-2006
Hits:
2409
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Internal Customer Service: Getting Your Organization To Work Together
- by Scott Miller
Providing exceptional customer service lies at the heart of the mission of many organizations. It is the central theme of books, articles, motivational seminars and business courses. Its value is undisputed in business circles. What many companies fail to focus on, however, is the primary path to exceptional customer service: internal customer service.
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(Added:
15-Feb-2006
Hits:
2132
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Lessons From Poor Customer Service Examples
7 things never to tell your customers
- by Jeff Wuorio
Recently, I stopped at a local hardware store for a new bolt for a wheelbarrow. The only metal pin they had was too long and a clerk gladly volunteered to cut it down to size. As he was sawing away, one of the owners waddled past, scowled and snapped: "Doesn't he have a hacksaw at home?"
Granted, we've all been treated to these sorts of remarks, comments and faux pas at businesses of all types and sizes, but that doesn't mean we should. Here, based on my own stumbles down the rocky road of verbal miscues, is just a sampling of things that a client or customer should never, ever hear at your business
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(Added:
22-Jan-2006
Hits:
1683
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