Developing Customer Service Skills For 30+ Years
by Peter Murphy Three secrets to ensuring low stress communication when talking to difficult people. Life is all about choices. And so is the way you communicate. You can fill your days with frustrating high stress communication or you can have days of low stress effective communication with…
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…
Some things are easier, some harder for small companies Similarities and Differences Between Delivering Customer Service As A Small Business Vs. A Large One: Large Or Small, Customer Service And How It Relates To Size Comment: Find out how it’s different to manage the customer service…
By Brian Backer A customer service failure, simply defined, is customer service performance that fails to meet an individual’s expectations. Typically, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits,…
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…
By Jennifer Cram Summary: Customer satisfaction within the service industry is critical, particularly because it’s difficult to compete on price, and it is exceedingly costly to replace an unsatisfied customer. Here are some critical points on assessing customer satisfaction, collecting data, and making sense of what you get. The…
Colleagues as customers: Importance of understanding internal relationships By Dr. Monica Burns-Capers, Ph.D. Editor’s Note: While the sentiment expressed in this article is a good one — making sure one treats one’s colleagues in ways that promou ote effective work, there is the question of…
By Martin Day Why bother? Good customer service is the life blood of any business. Although new customers are important good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if…
By David Handler Summary: Short hints for small business owners to help out when customers have complaints, or other issues. Eleven tips for retaining customers even when customer service is flawed. 1. Be Swift – When someone has an issue with your company, address it…
by Peter Murphy 1 Don´t Believe Everything You Hear! With close friends and family it is not unusual to think that you ought to take onboard everything you hear. However do not confuse caring with knowing. Just because someone is concerned for your welfare does not mean…
