Developing Customer Service Skills For 30+ Years
Part of providing great customer experience is making sure you understand the customer’s intended outcomes By Lynn Hunsaker When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take inquiries at face value, or simply assume…
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…
The brief history of customer relationship management – more than just basic data By Lucy P. Roberts Summary: It might help users of CRM to understand its origins and development over time, and some of the changes that have occurred in terms of customer relationship management software, technology…
Customer relationship management for beginners By Scottie Hawksworth Summary: In this brief article, Customer Relationship Management, often abbreviated as CRM is explained in straight-forward terms, and includes how CRM works, and its benefits. Customer Relationship Management, abbreviated “CRM,” is the term for a business strategy that is designed…
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…
Basic orientation to CRM, what it is and how it can benefit you and your customers By Casey Gollan Summary: Learn the basic ideas and principles about CRM — Customer Relationship Management, what it is, and why it’s important to the health and survival of…
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…
CRM basics By Lucy P. Roberts Summary: In this extensive article author Lucy Roberts explains the ins and outs of customer relationship management software (CRM), how it’s used, what CRM does and can accomplish, and how it can be misused or used badly. When people ask, “What is CRM?”…
Customer Waiting Is Most Frustrating Element For Customers – Waiting The Psychology of Waiting – Anticipate Wait Times To PREVENT Customer Anger By Richard A Stone Commentary: Customer wait time is one of THE issues customers cite as most infuriating. It’s not possible to prevent…
Do Whatever It Takes To Satisfy The Customer…Hmmm By Paul Uduk Commentary: I don’t know if it’s the title that turns me off, but the idea of saying “Do whatever it takes”, seems to be either hyperbole to make a point, and not to be…
