Developing Customer Service Skills For 30+ Years
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…
By Robert Warlow Summary: Handling customer complaints is one of the essential pillars of customer service and customer retention. However, it’s just smart business to try to understand WHY customers complain, so you can PREVENT complaints from happening in the first place. Understanding why customers…
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?”…
The Sham (and Shame) Of CSI – Customer Satisfaction Index(es) By Bill Kaye Editor’s Note: Businesses often rely on data gathering techniques, often faulty, to evaluate the satisfaction levels of their customers. Unfortunately, it’s often garbage in, garbage out, and since it’s hard, and expensive to…
The many ways customer satisfaction surveys end up as Garbage In, Garbage Out (GIGO) and how to avoid these problems Business to Business Customer Satisfaction Surveys By John Coldwell Summary: Great source for learning how to conduct customer satisfaction surveys. Written to help people collect customer…
Completely Vacuous Advice On Improving Customer Service Editor’s Note: We’re including this in the library, not because of the excellent advice that it contains, but because it’s typical of the ridiculously simplistic and useless advice often offered up by supposed “customer service” experts, and consultants….
By Jill Homer Summary: Despite a lot of talk it seems like service seems to be getting worse. Business owners need to ratchet up their customer service quality in order to be competitive so here are some expert tips for those involved in providing service to customers, on…
B2B Customer Satisfaction Surveys – What Questions Should I Use? By John Coldwell Comment: If you are looking for questions to include on a customer satisfaction survey for your business to business customers (B2B), you’ve found the motherlode. Below you’ll find almost 300 items you can…
S.O.A.R.I.N.G. – Acronym for seven steps to use to prevent customer service conflicts What Every Employee Should Know About How to Prevent Customer Service Conflicts By Etienne Gibbs Summary: Customer service conflicts are inevitable, sometimes because the customer is difficult, or sometimes because the company’s…
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…
