Developing Customer Service Skills For 30+ Years
How to validate management decisions to avoid the pain of unintended consequences A Simple Method To Look For Unintended Customer Service Consequences Before They Become Damaging In our FAQ on how management decisions can create huge barriers — unintended consequences — to the delivery of…
By Tim Knox Summary: In this entertaining article, the author deals with the issue of whether “the customer is always right” and explains, in a gentle way why entrepreneurs need to pay a lot of attention to customer service quality. Q: I’m so sick of you so-called…
By Joe Love Summary: You may not be in complete agreement that the customer service “myths” in this article are, in fact, myths, but it’s thought provoking. Covers the quality myth, the complaint myth, and the quick fix myth. At one time or another, all of us…
By Cindy Schroeter Graham Summary (Ed.): Perhaps due to the reliance on technology, customer information, confidential records, and other financial and personal information need to be protected to prevent criminals from using that information to commit crimes or fraud. Who’s responsibility is it? Consumers can only do so much, and…
By John Madden Summary: How you and your staff handle complaints is absolutely crucial to delivering, and being seen as delivering top quality service to your customers. That’s because customers pay special attention to how their concerns and complaints are dealt with. Learn more about how to…
The lighter side of customer service Foolproof Customer Service Strategies by David Leonhardt In Your Face? Customer Service Ever notice how customer service varies from store to store? You walk into some stores, and before you can say “Buzz off!” a salesperson asks “May I help you?”…
Customer? Client? Does It Matter What We Call Them? The Difference Between the Client and the Customer By Annissa Coy Before we can talk about the difference between the client and the customer I thought we should look up the definition of each. And this…
By Rosanne D’ausilio Summary: So much interaction with customers is over the phone, internet, via faxes and other technology, but the bottom line is never going to change. Customer service involves providing a positive HUMAN experience for customers. Historically, customer service was delivered over the phone or in…
It may seem counter-intuitive to focus on your employees if you want to improve your customer service. Make Your Customer Number Two By Michael Donell Brown Comment: The customer service experts talk about making companies “customer-centric”, or “the customer should be the number one priority”. This…
Giving Customers “What They Want” Isn’t The Ultimate Path To Winning The Customer Service Wars Customer Service: Show Them What’s Possible By Paul du Toit Editor’s Comment: I really like this article, which goes beyond the usual “mom and apple pie” stuff that promoters pass off…
