6 Tips for Keeping Your Cool When Customers Get Hot
1. Be assertive - not aggressive or passive. My definition of assertion is simple: "Say what you mean, mean what you say, and don't be mean when you say it." Let this rule guide your conversations wi
Customer Service A Lost Art
Copyright 2006 Craig Binkley
Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Ok
Why Do Your Customers Complain and What Can You Do About It
As the Internet becomes an increasing part of our lives there are a growing number of web sites which are run for dissatisfied customers to publicly air their complaints about bad service. See your n
How to Write a Complaint Letter That Gets the Result You Want
Have you been double-charged on your credit card? Did the poor service at that restaurant ruin your special evening? Were the flowers you ordered delivered to the wrong address? Then it’s time you wr
Intelligent Business Makes More Sense
We’re so used to thinking that business is all about margins and bottom line ink that we sometimes accept dictums without thinking about their content and implications.
Take customer se
What To Do When Customers Complain
The ability to manage customers is one defining factor that separates your average worker from someone with management potential. Regardless of how careful you plan to operate your business, customer
Answering Service
Just about everyone these days has some sort of answering service, whether automated, like an answering machine, or live. When you call someone without a service, often it can get very annoying. This
Customer Satisfaction Why do Companies Care Part 2
Customer Satisfaction vs. Customer Loyalty
A customer that is “satisfied” has purchased a product which is acceptable to them. A customer that is “loyal” is one whose experience was so exceptio
How I got Rid of Customer Support and Saved 8 Hours a Day
You may not be aware of this, but customer support can very easily be your main time consumer. Yes, those emails that you get, and answer one by one, they end up taking a LOT of your time.
Top 6 Things Not to Do With Angry Customers
1. Don't make threats. Have you ever said this, "If you don't calm down, I'm not going to help you." Or, "If you continue to yell at me, I'm going to have no choice but to terminate this phone call."
10 Musts for Search Engine Safety
Search engines ease the efforts of locating web sites that are relevant to your work. But sadly just as users discover the many joys of using search engines, there are others who work hard to unravel
Customer Service The 1 Secret Weapon of A Successful Small Business
I never cease to be amazed at the way many businesses are managed these days. Actually, mismanaged is a much more appropriate word. As an example, let me tell you about a recent experience I had whil
Delivering Great Customer Service 10 Tips
It almost goes without saying that good customer service is essential to sustaining any business. No matter how wonderful a job you do of attracting new customers, you won’t be profitable for long un
Creating a New Standard of Excellence Six Things You Can Do
Recognizing that the time had come to replace our hot water heater, my wife called our plumber to schedule an appointment. She placed the call at about 11 a.m. When the agent asked, “Would you be ava
Call Center Monitoring Software
Call center monitoring software provides quality monitoring that improves the life cycle performance of campaigns. Phone calls received by a call center are monitored to make sure that customers are
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