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Articles in Home | Business | Service articles Title|Newest|Oldest Heroic Customer Service Ensures Lifelong Loyalty  By : Steve Singleton The key to good customer service is meeting your clients' expectations the first time, every time. But if you want to move beyond good customer service, you have to exceed those expectations, maybe not always, but often enough for them to be impressed that you are committed to their needs as much or more than they are themselves. That kind of customer service is what makes them loyal. Improving Customer Service: A Role Model If You're Already Good  By : Steve Singleton You may be the leader in your industry, already well known for delivering top customer service. You may be experiencing the meaning of the truism, “It’s lonely at the top.” When your company looks around for a role model, for inspiration to go even further, to whom can it turn? One solution is to look to the leaders of other industries, to analyze their philosophy and assay what it is that has made them successful. How To Handle The Occasional Oop-See!  By : Tim Knox First off, it's important that you understand that the magnitude of your mistake will determine the course of action you take to make amends. If your company's error was such that it caused your customer a significant amount of lost time or revenue, embarrassed them publicly, caused damage to their reputation, or otherwise negatively affected their bottom line, you may face legal repercussions that saying "I'm sorry" will not deter. Writing The Book On Great Customer Service  By : Tim Knox You probably can't compete with the superstore on volume of inventory or on price, but there are other things you can do to help keep the customers coming in your door. One of the best ways to ensure customer loyalty is to offer superior customer service. The Great American Customer Service Unawareness Campaign  By : Tim Knox I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right. Sure, they can have an opinion, but in the end it's up to me to decide who's right and who's not. And if the customer doesn't like it they can take their business elsewhere. What's The Customer Service Buzz About Your Business?  By : Tim Knox The bottomline, my entrepreneurial friend, is this: it doesn't matter if your product is fast food, slow food, retail goods, computers, lawn mowers, books, real estate or automobiles, if a customer is willing to pay you good money in exchange for your product or service that customers deserves to be treated with gratitude and respect, before and after the sale. Period. How To Handle Customer Billing Snafus  By : Tim Knox Seriously, whether the client owes you the money or not is a moot point. Yes, you made an accounting mistake, but if the client agreed to pay you a certain amount each month in exchange for certain services rendered, and you have been under-billing that client for delivering those certain services, the client owes you the money, period. Don't Be Afraid To Give Problem Customers The Boot  By : Tim Knox We have all had customers who expected far more than was their due: customers who were unreasonable, overly-demanding, condescending, hard to please and sometimes, even dishonest in their dealings with you. When a customer's reasonable expectations become unreasonable demands you must decide whether or not that customer is doing more harm to your business than good. How To Boost Your Bottom Line With Just Two Little Words  By : Tim Knox I hate to sound like one of those cheesy get-rich-quick commercials, but this week I am going to let you in on a little secret that is so powerful that it will immediately change the way you do business. In fact, this little secret is so powerful that you will be amazed at its immediate effect on you, your employees, and your bottom line. This little secret is guaranteed to improve your relationship with current customers and if used wisely, can get you lots of new customers without spending a dime on marketing or advertising. Discount Merchant Account Availability  By : Shane Penrod Find out if discount merchant account services are available for your company by browsing Websites of potential lenders. By checking application guidelines, you will soon see whether you quality, and if so, how to apply and enhance your chances of being approved for this account. Getting a merchant account makes you eligible to accept credit card payments. Think of how greatly your sales volume could increase when you allow customers to pay with credit instead of insisting on... Does Your Customer Service Suck?  By : Darryl Gee As a customer, I know what it's like to be on the customers side of the counter. You want to turn over your hard earned money for goods or services. You are then confronted with attitude, rudeness and utter disregard for just how hard you have worked for your dollar. Either the service is slow and the quality of the goods are poor, or worse the company you are patronizing rigidly enforces poor policies for handling customer issues. As a business owner I realize the cost of... How to kick your customer service up a notch  By : Rosanne Dausilio, Ph.D. How do we take your customer service and kick it up a notch? This is a big question so where do we begin? As an overview, it's a given that the answer is three-fold: People, Process, and Technology. Let me say right from the start, my bias is on the people side. Delivering Fantastic Service!  By : Darryl Gee Fantastic service is what makes customers want to shop with you despite a higher price or the inconvenience of distance. Even if you are providing a lesser quality product or service, fantastic service can help you compensate for it. It gives you an incredible, low cost competitive advantage. Once Your Yellow Page Ad or Website Brings Customers In, Make Purchasing Easy for Them  By : Lynella Grant Developing a trusting customer relationship is a process. And sales seldom happen without trust. A relationship builds as a sequence of steps follow one another. Whether contact occurs in a single encounter or over time, each step is riddled with choices. As the sales process goes along, customers have to be willing to take another step - to make further commitments (however small) of their time and attention. Automating your customer support...  By : Richard Grady My regular readers will know that one of the things I highly recommend doing with any online business is automating as many of your day to day tasks as possible. Customer service is key....  By : Richard Grady I've written about customer service before but I want to touch on the subject again because this is such an important topic. In fact, getting the customer service aspect of your online (or offline) business right could mean the difference between success and failure.... Learning Superior Customer Service Skills  By : Daniel Sitter Is customer service an empty shell, long on rhetoric but short on delivery? Does the term customer service actually mean anything, or is it a leftover expression from an era of days gone by? Dealing with Difficult Customers  By : Mary Eule Learn invaluable tips and techniques for dealing with difficult customers... either on the phone or in person. Turn them into raving fans! CLV - Customer Lifetime Value - What does it Really Mean?  By : Mary Eule Confused about what Customer Lifetime Value - CLV - really means? Not sure why it's so important to your business? Well, help is here... finally a simple explanation for a complex idea! The Simplest Solution to Customer Satisfaction  By : Jason Tarasi Regardless of the type of business you are in and whether you receive customer inquiries via telephone, email or a website contact form, it is absolutely critical that you get back to your customers right away. Hit The Jackpot With Customer Complaints  By : Allyn Cutts Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here's why... Are You Boring Your Customers?  By : Lynn VanDyke Lynn VanDyke tells it like it is with this great review of today's business world. Sometimes business owner's get so bogged down in the day-to-day activity, that they forget what it is that matters- their customers. 10 Tips for Improving Customer Service and Keeping More of Your Customers  By : Windsor Pennicott Customer service is all about customers’ needs first and your needs second. If you apply this principle to your company you’ll have a first rate customer service system that keeps your customers happy. And happy customers will keep your business afloat. 5 Simple Tips for Dealing with Nasty Customers  By : Jason Tarasi 5 quick and easy steps for dealing with nasty customers Your Diamond Mine: The Lifetime Value of Your Customers  By : Wendy Maynard Many entrepreneurs focus all of their effort on looking for new customers. The big mistake is not developing a continuing stream of sales from existing customers – ignoring their lifetime value. Author Wendy Maynard offers tips on how to invest in the continuing stream of sales that can be realized over the lifetime of your existing and past customers. Company Policy Does More Damage to Customer Service Than Anything Else  By : Alan Boyer Company policy is frequently the biggest barrier between customer satisfaction and your company. It can start with either o Company policy o Employee trying to do the right thing, but in their eyes the right thing is protecting the company from the stupid customer. Customer Service Problems--Help Your Employees Look at a Customer Complaint from the Customer's View  By : Alan Boyer Too many times employees tend to look at a customer complaint, or even a request for help, as an opportunity to do a CYA. When you hear an employee saying, "Stupid customer" that is an opportunity for you, as the business owner, or manager, to ask them to find out 1) What the customer really wanted, and make sure they get it. 2) Look for a way to prevent the problem for the next customer. A CYA statement doesn't deliver the customer what he wants, nor resolve the company problem. When Customers Complain  By : James Calvin You probably won't have been in business too long before you get your first complaint. It just can't help but happen: low-end customers pay nothing and expect the Earth, while high-end ones pay a lot but expect an inhuman effort in return. You just can't please all of the people all of the time, even if you run yourself ragged trying -- there will always be someone who's not happy with what you've done. So what can you do about it? Don't Be Rude or Dismissive. The custo... A Day in the Life of a Customer  By : John Stanley The key in today’s competitive climate is to ensure you invest in your team to ensure they are the best ambassadors you can have when they deal with your customers. Top Ten Tips for Outstanding Customer Service  By : Martin Haworth Keeping customer service focus simple is the key to enabling all of your people in the front line. Delivering the following Top Ten Tips for Customer Service well, will make sure your people make the very best of their customer relationships. Importance of Customer Relationship Management or Contact Management  By : James Hunt Companies that need customers in order to build a profit need to have a system in place that effectively and successfully manages the customer/client relationship. Many companies are choosing to have some of their employees earn a certificate in customer relationship management or contact management... How to Build Customer Relationships  By : Jennifer McGroary Building a lasting relationship with your customers is a vital marketing strategy in ensuring the existence of your business. Making your customers unhappy even once can impact their likelihood of ever revisiting. Going the Extra-Mile  By : Chip Eichelberger Some people say, “It’s the thought that counts.” – that is just an excuse, when they really are giving a poor effort and are too lazy to do any better. Are you amazed like I am at “who” they answer the phone at many businesses? You are turned off in the first 7 seconds of contacting that company. Sadly many will succumb to the Law of Familiarity: The more you are around something or someone, the more you take it or them for granted. Through repeated exposure to a task, a job, or a person, you can lose your fire and passion for what you are doing. Here is how we can overcome that... Quality of Customer Service is Most Important  By : James Hunt For those of you who are working in a customer service industry, the quality of that customer service itself is the most important aspect of the job. People... Keeping Customers Loyal  By : James Calvin It's a well-known fact that it costs many times more to acquire a new customer than to keep doing business with your existing ones. For this reason, the best way to become profitable is to have loyal customers who keep coming back again and again. It's all about relationship building. So what can you do? Customer Service Training Tips  By : LeeAnna Good customer service is the best way to keep customers coming back to your business. super stores that have hundreds of employee's, these companies do not give their workers enough incentive to be customer friendly, and they don't seem to insist their employees use the customer training tips that are provided during their training. Businesses always supply new employees with their own customer service training tips in the beginning but they seem to forget them after being em... Client Surveys - How Something So Simple Can Make Such A Huge Impact.  By : Avery Manko While so much attention is focused on growing your customer list, what is often overlooked is that your current customer base is your best source for additional revenue. It’s most likely to be the most valuable asset of your business and unfortunately every year a percentage of that customer base stops doing business with you. What you need to do is limit that loss because the longer you hold on to a customer, the more money you make. Customer Focus Teams  By : Richard D S Hill To be more responsive to customer needs, emphasise customer satisfaction, develop closer relationships with their customers and flatten the management structure some companies have adopted Customer Teams or Customer Focus Teams. These are cross-functional, customer focused teams exist to provide customers a ‘one-stop shopping’ service. Teams have complete ownership of their accounts, with each team empowered to decide how to work with each of their customers and bring toge... Creating Customer Loyalty For Your Business  By : Chris Swemba Creating Customer Loyalty for Your Business Strategize and Plan For Loyalty! These four factors will greatly affect your ability to build a loyal customer base: How to Find Customers for a Retail Store - part 2  By : Wayne Kiltz Before you spend money on store fixtures, inventory, and rent, be sure to invest in the most valuable asset of all: your customers. Self-Serving Letters and Emails  By : Mark Meshulam It can be tough obtaining timely responses from customers and vendors. Using self-serving communications can help. Make someones inaction, instead of their action, give you the answer you need. 5 Action Ideas to Deal with Difficult People  By : Alan Fairweather Do you find it stressful dealing with difficult people? This article provides five simple steps that will show you how to deal with difficult customers, colleagues, or your boss! Isn't That What Customer Service is All About?  By : Mike Moore Two missing ingredients of customer service Good Customer Service - Would You Like Fries with That?  By : Cathy Warschaw Tips on practicing good customer service. 7 Positive Ways to Turn Complaints into Assets  By : Allyn It's difficult to reach your buisness goals if you don't have the right materials and/or the information to help your buisness reach the success it's capable of. These seven helpful sugestions will boost your buisness to new levels. Establishing A Customer Loyalty Program  By : Trevor Marshall A lot of companies nowadays are coming up with various customer loyalty programs to ensure bigger profits for their companies. This may seem to be quite a worn idea already for a customer loyalty program but people, no matter how wealthy they are, actually enjoy getting freebies every now and then. 1. The Concept Let’s try to further discuss the concept behind this customer loyalty program. With a rewards-based customer loyalty program, the customer will have fun spend... Who Wants Customers Anyway?  By : John Stanley This article promotes the ethos of client rather than customer and of recruiting and training team members to be hosts and consultants rather than adopting a traditional salesperson or floorwalker role in businesses. Make Customers Come Back - Winning Customer Retention Strategies  By : John Morris Customer Retention marketing is a tactically-driven strategy to keep relationships with customers going and increase customer interest. This strategy relies on the study of customer behavior... Passionate Performance: Engaging Minds and Hearts to Conquer the Competition  By : Lee Colan The challenge for leaders is revealed in a Gallup poll showing that only 26% of U.S. employees are fully engaged at any time. On the other end of the spectrum, 19% of employees are actively disengaged, meaning they intentionally act in ways that negatively impact their organizations. The annual cost nationwide to employ this actively disengaged group exceeds $300 billion! Provide a Customer Experience, but What Do They Really Want?  By : John Stanley As retailers, we often talk about providing our customers with a memorable retail experience, yet we often forget to ask the consumer what they want. 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