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Customer-Service

Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?

In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. Read more →

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service. Read more →

Add Value First, Reap Value Later

I was teaching about customer intimacy and loyalty when one participant asked, ?What if your competitor has already built a close relationship with a customer, and you want to get inside? Read more →

Adjustment DENIED

It?s just a simple thing ? I bought a new set of shelves for my office. It wasn?t a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box. Read more →

Adversity at the Barber Shop - What Customer Service is NOT!

Sometimes adversity hits you right between the eyes when you least expect it, especially when getting a haircut at the local barbershop.The other day I decided to check out this place for the first time since it was just down the road from my home. Read more →

Affordable Call Center Solutions

There are a number of options that businesses can choose from to set up a call center. For companies that have the resources, they can set up the necessary infrastructure for call center operations. Read more →

After Christmas World Class Customer Service is Needed

Every business makes promises to customers. Those promises are put to the test in a peak season. All businesses have peak seasons and have to make good on their promises. Read more →

After Sales Service, Complaints Process: How Do You Get Value From Angry, Complaining Clients

The other day I was standing in the Complaints and Returns queue in a store when I experienced the customer in front being handled in a highly effective and professional manner. Read more →

Ain't We Wonderful!

It may come as a surprise to you to discover that customers don?t buy your products or services because they feel that you have a right to make a profit. Read more →

All of the World of Business Is a Stage

One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through. Read more →

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