Developing Customer Service Skills For 30+ Years
By Bill Hogg Editor’s Note: Since I’ve done hundreds of customer service related training sessions, the importance of having managers involved and attending has jumped out at me. There are so many reasons for this. First, managers play critical roles in setting the tone for…
By Murali Chemuturi Editor’s note: One problem with metrics is it tends to be difficult and/or expensive to meaningfully measure important things relevant to business, but easier to measure things that are related to variables, that are only indirect indicators of what we are interested…
By Jim Masson Editor’s Note: With so much talk about how important customer service, is (and it is) and how businesses should bend over backwards to please even the most difficult customers, it’s refeshing to see someone writing about firing customers who simply are not…
The power and importance of putting your customer first By F McDuffee Summary (Ed.: Customer service is a result of a coordinated effort from ALL staff that are aimed at a single goal: providing the customer with what he needs when he needs it and at a…
CRM isn’t just for huge mega corporations. It fits for small business too. By Cameron Brown If you ask most small business owners what priority CRM has in their short-term business plans, chances are you’ll get more than one blank stare. The fact is that most small…
Set yourself up to avoid messing up your customer relationship management system with these tips By Perry Norgarb Summary: No technology is foolproof and faulty implementation can impair even the best of ideas. Here’s a take on some of the factors that can degrade the effectiveness of…
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…
Another Contributor to Problems Dealing With Angry Clientele — That’s You and Your Managers! In your job and in your role as a customer contact, your own motivations and skills are going to vary from day to day. Your mood, your current life situation, your…
Chapter II – Part 4 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we explain the key to defusing angry customers – understanding what they want and need in order to calm down. To read all the free material from this book…
Chapter II – Part 3 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we explain the purpose of customer angry and hostile behavior. We also discuss the needs of angry people, and the rules of the abuse game. To read all the…
