What Responsiblity Does the Customer Have in Service?

Are customers responsible for the service they receive? Unless you’ve been living in a literal cave for the past few … Read MoreWhat Responsiblity Does the Customer Have in Service?

Improving Customer Service – The Three Most Important Things

I recently had the privilege to interview Mark Sanborn, author and speaker about leadership, service strategy and turning the ordinary … Read MoreImproving Customer Service – The Three Most Important Things

Lasagne – Should You Pay for It If You Didn’t Order It?

Have you ever purposely put someone in a situation just to see how they handle themselves?  I did this yesterday, … Read MoreLasagne – Should You Pay for It If You Didn’t Order It?

Improve Customer Satisfaction by Avoiding Jargon or Industry Terms

We’ve all done it.  We’ve used acronyms and terms that are specific to our world.  Be it financial, medical, industrial … Read MoreImprove Customer Satisfaction by Avoiding Jargon or Industry Terms

Help Your Customers – Increase Their Loyalty and Customer Satisfation

Please tell me that you’ve done what I did yesterday….  I went in to the supermarket to just pick up … Read MoreHelp Your Customers – Increase Their Loyalty and Customer Satisfation

Being Customer Centric – Good Customer Service Equals High Customer Satisfaction

I receive the “Simple Truths” newsletter and glean so many practical business and life lessons from it.  Here is an … Read MoreBeing Customer Centric – Good Customer Service Equals High Customer Satisfaction

“Friendliness” Ranks High for Customer Satisfaction

When making hiring decisions within your organization, be sure to consider the “friendliness factor.” Customers make their purchasing decisions based … Read More“Friendliness” Ranks High for Customer Satisfaction

Be Customer-Centric: Both Internally and Externally

Everyone knows the buzzword and implications of being “Customer Centric.”  It means to focus on your customers and keep your … Read MoreBe Customer-Centric: Both Internally and Externally

Be Customer Centric: Learn Your Customer’s Names

“Where everybody knows your name………….. And you’re always glad you came……….” The lyrics to the opening song on the old … Read MoreBe Customer Centric: Learn Your Customer’s Names

Increase Your Customer Satisfaction Levels! SMILE!!

A smile is a universally known and understood gesture.  It transcends all languages and cultures. It speaks loudly to your … Read MoreIncrease Your Customer Satisfaction Levels! SMILE!!

Informed Teams Result in Happy Customers!

The best way to have your team members and associates truly be able to answer questions from your customers is … Read MoreInformed Teams Result in Happy Customers!

Handle Your Angry Customers with Empathy

Customer satisfaction is the determining factor in most business decisions.  When people spend their money, they want to be certain … Read MoreHandle Your Angry Customers with Empathy

Strengthen Your Customer Relationships

An article in yesterday’s Examiner.com, Best Practice PR:Keeping Customers reinforces the fact that successful businesses are looking for ways to … Read MoreStrengthen Your Customer Relationships

Businesses Grow by Distinguising Their Level of Service

It is so important to recognize that the level of customer service that your organization provides will play a huge … Read MoreBusinesses Grow by Distinguising Their Level of Service

Customer Satisfaction and Retention Should Be Your Focus in 2009

More important, cuts should never negatively impact the customer. In fact, Molloy said, in a time like this, it’s critical … Read MoreCustomer Satisfaction and Retention Should Be Your Focus in 2009

Great Customer Service…. Do You Really Deliver It?

In so many of my conversations with business people, they are quick to agree that customer service is more important … Read MoreGreat Customer Service…. Do You Really Deliver It?

Excellent Customer Service is Where It’s At

To survive and prosper in today’s environment, and to advantage of opportunities when better times return organizations should change their … Read MoreExcellent Customer Service is Where It’s At