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Customer Service
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How to Communicate with Diplomacy, Tact and Credibility
Get your point across with a positive professional image.
Customer Service Excellence: How to Win and Keep Customers
Providing customer service excellence is what will keep your customers coming back.
Developing Effective Business Conversation Skills
Master conversational skills to get attention and gain credibility.
Leading Extraordinary Customer Service
To compete successfully in today’s challenging business climate - and survive in the long term - organizations need to create customer loyalty by providing remarkable and outstanding service.
Strategic Customer Service
A new approach to customer service that will transform the entire
organization...and create true competitive advantage.
What to Say to a Porcupine
An entertaining, instructive collection of fables that will inspire the
kind of customer service that keeps people coming back!
Do You Know Your Competitive Advantage? -- May-23-2007
In this highly competitive marketplace, it is critical to focus on a customer's buying criteria when discussing deliverables.
The Art of Extraordinary Customer Service -- Feb-22-2007
The most successful organizations create an experience that inspires customers to become vocal advocates for them
Michael Gates Gill on How Starbucks Saved His Life
Michael Gates Gill had it all. But by the time he turned 60, he had lost everything except his Ivy League education and his sense of entitlement. First he was downsized at work; next, an affair ended his 20 year marriage. Then he was diagnosed with a...
Rachael Brown on Paying Employees to Quit
Founded in 1999, the online shoe retailer Zappos.com has been an astonishing success story, growing to nearly $1 billion in sales. Even more impressive than its sales numbers, however, are the numbers of customers who rave about Zappos customer...
2002 Survey on Challenges Facing Marketers Today
With the proliferation of communications and distribution channels, and intensified domestic and international competition, marketers are facing ever-growing challenges. But what exactly are they? To determine what marketers themselves are thinking...
25 Ways to Keep Customers for Life
Everyone knows it costs more to acquire a new customer than to keep a current one. Here are some strategies any business can use to make sure customers keep coming back....
Adjusting the Picture on Customer Focus
At first glance, "big picture thinking" and "customer focus" would seem to be mutually exclusive terms. After all, the first phrase connotes a farsighted, panoramic view of business, while the second implies an intense, laser-beam-like concentration...
Attention, Salespeople: It’s Not About You
Salespeople: distinguish yourself from the pack by adopting a "you" point of view toward your customer. Ask: "What are your goals?" "What's your take on this?" "What is the biggest challenge you're facing right now?"...
Ben Franklin on Customer Service
You may think you know the essential ingredients of exemplary customer service. But if you really want to please your customers, hearken back to 1749 and read what wise old Ben Franklin had to say about the subject. For starters: "You are as much...
Calming "Customonsters" and Other High-Maintenance Clients - Members Only
If your business has fallen prey to "customonsters"-those high-maintenance clients who over time may be more work than they are worth-here are some tools to help you tame the savage beast....
Creating Customers for Life
Every salesperson knows that it is far less costly to keep loyal customers than to find new ones. Here are 10 tips that will help you find your dream customer-the "customer for life."...