Home Page

Customer Service Articles

The Power of Perceptions in Shaping Customer Satisfaction
Customer Satisfaction: What Yardstick Do You Choose?
How to Optimise Customer Feedback From Numerous Sources
6 Reasons Why Complaining Customers are Golden
You Are The Leader - Customer Excellence Begins With You
Building Loyalty - 5 Steps to Succeeding in Difficult Times
Do You Use Customer Satisfaction Surveys?
3 Reasons Why Companies Aren't Developing Outstanding Customer Service
5 Traits You Cannot Teach In Customer Service
Understanding Customer Retention
Customer Loyalty Is the Key Measurement for Business Success
Defog The Mirror Of Customer Satisfaction
5 Simple Steps To Improve Your Customer Service Right Away
Is Your CRM System Doomed To Fail?
Learning from Your Employees' and Customers' Complaints
Motivate Your Team For Outstanding Customer Service
Turning Customer Service Inside Out
Customer Service Policy Geared For Excellence
Are Customer Service Standards Declining?
Conducting Business With Kindness
25 Ways to Keep Customers for Life
Should I Have My Company Mystery Shopped?
Customers Who Rave About You and Your Service
5 Practical Steps to Instill Exceptional Customer Service
Customer Care and Employee Care Go Hand in Hand
How to Handle Customer Complaints
Customer Service - Isn't It Obvious?
What is ‘Legendary Service’?
The "In" Of Customer Service
Satisfy Your Customers Through Compromise
How to Turn Customer Service Complaints into Profits
How Much Service is Too Much Service?
How to Handle an Angry Client
The Bright Side Of Losing A Customer
Four Things Airlines Can Do to Improve Customer Service
Customer Expectations vs. Customer Needs
Customer Experience: Everything Is An Emotional Buy
Embrace your customer’s complaints
4 Ways You Can Handle Customer Service Better
Do 'Captive Customers' Deserve Great Service?
Six Steps to Remarkable Service
Make Your Customers Feel Like Stars!
Turning Difficult Customers into Raving Fans
Why Customer Focus Differentiates
Customer Service ABC's
The Top Ten Customer Service Tips
Customer Service is a PACT
How to Prevent Turnover in Your Call Center
Difficult Customers - There's No Such Thing
CRM - The Emperor's New Clothes
Achieving World Class Customer Satisfaction
7 Tips For Outstanding Customer Retention
Customer Service in the Web 2.0 World
A Real CRM Strategy or Just Tracking Customers?
The 3 P's of Customer Service Management
8 Ways to Get Close to Your Customers
Process Management Essentials for Extraordinary Customer Experiences
Call Center Performance Management
Gateway to Successful Client Relationships
Foundations of Customer Satisfaction and Loyalty
Customer Service: You Just Never Know
Improve Like the Airlines
Creating the Greatest Customer Experience Ever
Get to Know Your Customers
Are You a Real Professional?
The Real Customer Service
5 Critical Priorities for Extraordinary Service
Bad Customer Service Does Not Happen Overnight
Connect to Your Customers Through Your Customers
The Boomerang Effect In Customer Satisfaction and Loyalty
Six Keys to Creating “Wow” Customer Service Experiences
Keep The Customer In Your Sites
How Do You Sustain And Grow Your Customer Relationships?
Customer Service: Little Things Matter
5 Ways to Have a Love Affair with your Customers!
How To Improve Your Call Center
Crafting Your Sales and Service Value Promises
Quotes For The Customer Service Professional
4 Steps to Spectacular Customer Service
Customer Service And Employee Satisfaction
Turn Your Employees Into Customer Service Dynamos
CRM And Sales Force De-Automation
Customer Service - A Proactive Step
Renewing Customer Loyalty
Customer Service Is Dying —and I’m Not Feeling So Good Myself!
7 Secrets for Moving Customers Out of a Hardball Mentality
The Fickle Customer
Top Ten Telephone Basics
7 Tough Customer Service Questions
The Five Diamonds of Customer Service Leadership
Can Mystery Shopping Improve Customer Service Levels?
Being Present is a Gift to All - The Real Meaning of Real Time
Never Ask A Question..
10 things to Remember While Replying to your Customers' Email
Five Pillars of Sustaining Exceptional Service
Client Service as a Competitive Advantage
No Customer Service - No Sale  
Ken Blanchard - Lunch With The Best Selling Author.. 
Where Are Your Executive Offices?
Empowering Customer Service is Vital
Complaints Are Actually A Good Thing!
Delivering Customer Service Training That Sticks
Are You Turning Raving Fans into Roving Fans?
3 Special Benefits Every Customer Wants
What Are You Measuring your Customer Service With?
The 5 W’s of Customer Service Training
Answer Seven Powerful Questions to Deliver Superior Service
15 Principles for Complete Customer Service
Customers on Fire: How Good is My Suit?
Measuring Customer Satisfaction
Make Customer Service Your First Priority
How To Improve Customer Service
5 Steps to Exceed Customer Expectations
You Better Know Who You Are Serving
How to Enhance Customer Service
12 Ideas for Customer Service Training
How to Handle Difficult Customer Conversations
Focusing on Customer Service Consistency (Part 2)
Turning Around a Dysfunctional Customer Service Operation
7 Tips for Managers in Customer Service for 2007
The Truth About Really Great Customer Service
What Words are Music to the Ears of Your Customers?
R.E.S.P.E.C.T. - Your Client's Communications Preferences
Focusing on Customer Service Consistency
What is Customer Service?
10 Ways To Improve Your Customer Service
Hire For Attitude Customer Service
Improving Communications with Customers or Clients
What is More Important Than Customer Loyalty
What is More Important than Customer Loyalty - Part Two
Six Secrets of Outstanding Customer Retention
A New Spin on Mystery Shopping
Build Stronger Relationships with Customer Issues
Oh No, I Don't Want to Be a CSR Anymore!
What To Do When a Customer is Angry
Become a Customer Service Raving Fan!
Effective Ways to Handle Complaints and Keep Customers Happy
Who’s in Control of Your Customer Service?
The Keys to Delivering World-Class Service
Give Good Voicemail - Master the Art of Leaving Messages!
Customer Experience: It's More Than Customer Satisfaction
Is The Customer Always Right?
The Power of Highly Satisfied Customers
Turbocharge Your Business with Exceptional Business Courtesy
True Success Equals Loyal Customers
Customer Service Begins With an "A"
Tips for Removing “Customer Hassles”
Dealing With Customer Complaints - B.L.A.S.T
Test Your Customer Service Knowledge!
Customer Service or Customers Serve Us?
It's Not Your Father's Customer Service Anymore!
Is It Any Wonder That Companies Lose Customers?
Top Tips to Create a Customer Service Culture of Excellence
Prove Yourself Every Time With Great Customer Service
Getting Back to Basics: A Customer Service Tale
Four Ways to Provide Customer Service on the Way Out
Customer Relationship Management For A Higher Level Of Customer Service
Customers are Us! The Golden Rule of Customer Service
Standards of Customer Service
How to Restore Customer Satisfaction after Customer Service Failure
Outshine the Competition with Customer Service
How To Determine Your Customer's Value
When Giving Service, Give It Cheerfully
Creating Customer Service Dynamos
Anatomy Of An Angry Customer
Keep Your Customers Coming Back
Bad Customer Service Is Not So Funny
Superior Customer Service: Seven Strategies for Success
How to Be a Customer-Focused Company
The Voice of Customer Service
Creating Customer Service Memories
The 5 Biggest Customer Service Blunders of all Time
4 Customer Service Mistakes Companies Should Avoid Making
Complaint Letters: How to respond in 7 steps
A Customer Culture is Built on a Service Ethic
CRM: Keeping Customers Loyal
Winning Customers Over the Phone
How to Provide Exceptional Solutions to Your Clients
Is Your Business Easy to Buy From?
Unlocking the Value of Your Customers
What's Your S-E-R-V-U Quotient?
Customer Satisfaction Is Your Business
Customer Service Quality Statements to Measure up Against
Getting Customers To Love You
You Made a Mistake Now I'm Your Biggest Fan
Tips For Implementing A Call Center Quality Monitoring Solution
Business to Business Customer Satisfaction Surveys - Part I
Business to Business Customer Satisfaction Surveys- Part 2
Business to Business Customer Satisfaction Surveys - Part 3
Business to Business Customer Satisfaction Surveys - Part 4
Business to Business Customer Satisfaction Surveys - Part5
Business to Business Customer Satisfaction Surveys Part 6
7 Ways of Getting Your Customers to Say ‘Wow’!
Delivering Great Customer Service
Keeping Your Cool When The Customer Gets Hot
What Every Customer Truly Wants - And How You Can Provide It!
Quality Customer Service - A Philosophical View
Customer Loyalty versus Customer Satisfaction – The Real Difference
Mystery Shopping - Mysterious Way To Improve Customer Care
Customer Service Is King
Communicating with Customer Focus
CRM For Beginners – Customer Relationship Management Basics
Dealing with Disgruntled Customers
Handling Challenging Situations with a Customer-Focused Mindset
Hiring Customer Service Representatives That Are A Perfect Fit
Putting The "Service" Back In "Customer Service"
Are You a Customer Centric Organization?
Are You a Customer Centric Organization ? (Part II)
Blocks to Customer Focus
Customer Service in 10 Simple Steps
Action Ideas to Deal with Difficult Customers
How to Amplify the Voice of the Customer
Customer Satisfaction Isn't Enough Any More
Managing Customer Contacts
Are You Hearing Your Customers?
Great Service Means Being Extraordinary
Customer Service Style
The Unbeatable Laws of Customer Service
Customer Satisfaction Linked to Employee Satisfaction
Your Career Action Plan for the New Year
Thank Goodness for Customer Complaints
Sure Fire Ways To Drive Customers Away!
Building Loyal Customers, From Contact to Delivery
Making Customers Feel Important
How To ‘Revolutionize’ Your Customer Service
Raising the Profile of Customer Care
Four Ways to Motivate Customer Service Professionals
Perfect Customer Service: Bigger is Not Always Better
Bringing True Customer Focus Into Reality
Service Encounters of the Third Kind
Tips for Curing Bad Customer Service
First Contact: The Source of Customer Loyalty
Poor Customer Service Is Top Reason Consumers Switch..
The Ten Commandments of Great Customer Service
What Customers Really Want - Six Secrets of Customer Service
Top Tips for Better Teamwork
CRM = Customer's (don't) Really Matter
Creating A Customer Service Culture
The ABC of Customer Service
Customer Service Leads to Customer Loyalty
Would You Like FRIES with That?
10 Tips To Improve Your Internet Customer Service
Turning a Difficult Customer into a Customer that Comes Back
Which Customers Complain the Most?
Critical Steps to Establish a Customer Service Culture Critical Steps to Establish a Customer Service Culture
Customers Say "That's Stupid" to Call Center Methods"
Customer Service In Today's Business Environment
Top Ten Customer Service Tips
Hit The Jackpot With Customer Complaints
Consumers Say "That's Stupid" to Call Center Methods"
Delivering "Cut Above" Customer Service
-- Part 2 - The customer is always right
-- Part 3 - Turn complaints into a challenge
-- Part 4 - Use those two little words, thank you
-- Part 5 - Always be upfront and honest
-- Part 6 - Take the time and make the effort
What Exactly is CRM?
Customers - Hold Onto What You've Got
Customer Service Week
Making Customer Satisfaction Surveys Work
Bollywood Dreams
How Does Singapore Airlines Fly So High?
We Know Our Technology, But Do We Know Our Customers?
The Branding Experience - We Never Say No
When Things Go Wrong..Bounce Back!
What to do When Your Customer is About to Explode!
In Challenging Times Service Matters Most
What's a Customer Worth?
Clean Sweep
The Team Approach
Are You Being Dead Right?
Getting Customers to Love You
How To Keep Customers
Make An Action Plan To Improve Customer Service
Vision: How Leaders See The Invisible

Forthcoming Articles - Preview


Customer Service Key To Business Success
Should You Fire A Customer?
Extraordinary Customer Service - Where Does It Begin?
Customer Service Starts with a Great First Impression
Listening to the Voice of Your Customer
Providing "C" Level Service Is Easy

Columns

Jean Bliss
Why Customer Efforts Fail…Signs to Look for and Avoid

Customer Service News - TODAY

Police Roll Out Customer Care Services
Decline in Call Centre Customer Service
American Customer Satisfaction Index - Q1 Highlights
Airline Customer Satisfaction Down
Customer Care Experiences Shared Online
Rail Company On Fast Track to Customer Service Improvement
Trusted Employees Give Better Service
Phone Customers Not Satisfied With Service
Airline Launches Travel Assistance Service
E-Mail Customer Service Fails to Deliver
Water Utility Fined Over Poor Customer Service
Banks Provide Poor Online Customer Experience
British Airways Call for Customer Service Improvements
Texas Roadhouse Ranked Highest in Customer Service
Council Recognized for Great Service
Festive Shoppers at Risk From Poor Customer Service
Ryanair Rated Top for Customer Service
Customers Run Away From Bad Service
Satisfaction Levels Are On The Up
Customers Will Pay More For Great Reputation
Driving Up Poor Customer Service
President Bush Reaches for the Sky to Improve Customer Service
Poor Customer Service Cost Companies Millions
Senior Managers Play Crucial Role in Employee Satisfaction
Retailer Improves Service Ahead of Christmas Rush
Greyhound Completes Initiative to Improve Customer Service
Sprint Nextel Overhauls Customer Service
UK Consumers Face Christmas Customer Service Crisis
Verint Software Helps Organisations Become More Customer-Centric
Volkswagen Achieves Customer Satisfaction With VoiceObjects Voice Portal
Online Retailers Fail in Customer Service
Npower Ranks Bottom in Helping Vunerable Customers
DIRECTV and WOW! Lead Customer Satisfaction Rankings
Self-Service Kiosk Expansion Expected
Canadian Consumers Want Good Customer Service
Jobcentre Plus To Improve Customer Service
Jaguar and Buick Lead Customer Service Index
First Citizens Bank Implements "Self-Service" Banking
Insurers With Poor Customer Service Risk Losing Policyholders
AOL Settle for $3 million in Customer Cancellation Wrangle
Microsoft Live CRM Head-To-Head With Salesforce.com
Discover Card Wins Brand Keys Customer Loyalty Award
Sprint Dumps Customers for Calling Too Often
Orange and TalkTalk Voted Worst for Customer Service
FedEx Delivers Outstanding Customer Service
John Lewis Named Retailer of the Year

Customer Service News - December 2007
Customer Service News - April 16th 2007
Customer Service News - March 20th 2007
Customer Service News  - March 14th 2007
Customer Service News  - March 11th 2007
Customer Service News  - February 16th 2007
Customer Service News  - January 19th 2007
Customer Service News  - January 18th 2007
Customer Service News  - January 17th 2007
Customer Service News Summary 7
Customer Service News Summary 7
Customer Service News Summary 6
Customer Service News Summary 5
Customer Service News Summary 4
Customer Service News Summary 3
Customer Service News Summary 2
Customer Service News Summary 1

Global Consumer Study Reveals That Customer Service Remains Critical to Profitability
UK ISPs Failing To Offer Basic Level Of Customer Service
Middle East Call Centre Positions Grow
Cayman Islands Focus on Customer Service
Customer Service Complaints Increase
Institute of Hull Awarded First Class Customer Service
Canon Opens News Customer Service Centre
Scottish Gas Provide ‘Poorest Service’
US Airways Promises Customer Service Improvement
Schools Learn the Art of Customer Service
Surveys Show Up Bad Experiences
Huntsman Textile Opens Customer Service Centre
TalkTalk Issue Apology for Customer Stress
National Bank of Dubai Launches New Call Centre
Contact Centre Outsourcing Black Hole Costs UK Companies
KIOSK EUROPE EXPO 2007 announces Customer Experience Conference
Servigistics Recognizes Clients for Service Excellence
Only 1 in 3 Call Centres are Planning Effectively For Skill-based RoutingFinancial Providers Called Upon to Improve Customer Service
Americans Would Take Good Customer Service Over a Valentine's Date
Celestica receives Award for Customer Service Leadership
JetBlue Vows to Fix Airline's Customer Service Breakdown
Go Daddy to Build New Call Center
Mystery Shopping Arrives in Middle East
At-home customer care agents Hired by Mariott
Network Solutions Customer Service Recognized
Puget Sound Energy fined for Selling Customer Data
Yell Expands Call Center in Wales
New Call Center Opened at Melbourne Airport
Qtel start work on customer service centre in Wakrah
Samsung Electronics Name Lee Jae-yong as Chief Customer Officer
Customer Service Conference Announces Sponsor
Myrtle Beach Celebrates the Importance of Customer Service
Streamlining The Customer Experience
Republic Airways Names Tom Ausbury Director of Customer Service Training
CRM and Customer Service Drives Technology Spending
Sears Names John Walden as Chief Customer Officer
Financial Services Award Winners Announced
Microsoft Start Dynamics CRM 'Titan' Testing
Customer Wins TV Survey Prize
Study Calls for Customer Interaction Changes
South Lakeland Council Highly Rated for Customer Service
BAA Reward Employee With Trip To Hawaii
Study Highlights Impact of Bad Customer Service
NTRglobal Receives Product of the Year Award
Rentokil Ehrlich Names Paul Kamzelski Director of Customer Service
Salesforce.com Unveil CRM Service Upgrades
Sprint Nextel Names New Senior Customer Care Executive
Apple Closes Customer Service Operations in India
Proton Cars Committed to Customer Care
High Street Retailers Provide Worst Customer Service
Sage Software Launches Sage CRM 5.8
Customer Satisfaction Index Shows Increase
Universal Orlando To Close Down Call Center
Midwest Airlines Earn Customer Service Award
United Airlines Aims Higher With Customer Service
British Airways To Close Caribbean Call Centres
Continental Airlines open European Call Center
Customer Service Awards Seek Customer Feedback
YST to Build New Call Center in Nebraska
Microsoft launches BizTalk Server 2006
Banking Staff Receive Customer Service Award
Hewlett-Packard Win First Place For Customer Service
Siebel and SAP lead CRM in Western Europe
Poor Customer Service for Irish Broadband Users
OmniBus Appoints New Vice President of Customer Services
ABN AMRO Deploys Data Warehouse and CRM Solution
350 Call Center Job Losses in Middleton, Wisconsin
Survey Reveals Best Performing US Gas Utilities
Ryanair Top For Customer Service in Europe
UK Government Debate Customer Care
Kia Customer Care Fails to Impress UK Owners
Contact Centers Turn to Technology to Improve Customer Service
Ryanair Top For Customer Service in Europe
Indian Call Centre Workers Suffer Verbal Abuse
Survey Reveals Best Performing Gas Utilities
Qwest to Open Call Center in Logan
Microsoft Links Office With CRM Software
US Airways To Bring Back Call Center Jobs
Customer Satisfaction Index Results Released
British Do Not Bother To Complain About Police
RHB Bank's Call Centre Gets ISO 9001:2000
Salesnet Release Update For On-Demand CRM
Philippines Could Corner Up To 450,000 Call Center Jobs
Emirates Airline Employees Receive Customer Service Awards
Poor Service Drives UK Customers to Change Banks
Verizon to Open New Call Center in Albuquerque
Piedmont Face Regulators Over Customer Complaints

Key Facts

Topics

Appraisal Skills

Appraisal Skills - Learn How To Love Them

Balanced Scorecard

Change Management

How to Be Confident In Everything You Do

Coaching

Customer Service Job Description

Customer Service Resume

Customer Service Quotes - Part I
Customer Service Quotes - Part II
Customer Service Quotes - Part III
Customer Service Quotes - Part IV
Customer Service Quotes - Part V

Decision Making

Definition of Customer Service

Customer Service Software

Customer Service Training

Delegation Skills

Examples of Poor Customer Service

Internal Customers

Customer Service Outsourcing

Best Customer Service Companies

Customer Service Agent

Delegation: A Spectrum Of Choices

Employee Feedback

Appraisal Skills - Learn How To Love Them

How To Give Negative Feedback Well

The 4 Most Common 360 Degree Feedback Mistakes

7 Tips For Giving Positive Feedback

7 Tips For Receiving Feedback Gracefully

Management Mistakes

Management - The Ten Winning Behaviours

Meeting Employee Work Expectations

7 Common-Sense Tips for Managing People

Seven Secrets to Being the Outstanding Leader Everyone Wants to Follow

How to Walk the L.I.N.E of Effective Management

Performance Management Tips

The Seven Deadly Sins of Management

10 Ways to Develop Your Latent Leader

Leadership Test

25 Leadership Maxims

10 Tips on Learning to Lead

A Tale of Two Managers: Command versus Commitment

Ten Ways To Be Better At Leading Teams

The Six Rules of Effective Communication

Management: This Article Is About You

Ten Ways to Maximize the Impact of Training

Breaking The Stress Barrier

Difficult Staff - It Pays To Get To Know Them Better

Organizational Culture - Help or Hindrance?

Leaders - What Employees Really Want From You

What Is Successful Leadership Really About?

Presentation Skills

Business Audiences: Cast Your Magic Spell On Them

Recruitment Skills

How Do Your Candidates See You?

Service Level Agreements (SLA)

SWOT Analysis

Team Building

Team Cohesion: The Glue That Sticks

Ten Top Performance Management Tips

Aligning Teams with Organizational Goals

Eight Leadership Techniques for Outstanding Teams

The Making Of A Successful Team

Ten Components of Effective Team Problem Solving

Six Strategies for Dealing with Difficult People

Fun With The Team

Eight Ways to Generate More Ideas in Group

The Four Stages To Reach Optimal Team Performance

The Truth About Team Motivation

Training Is An Event, Learning Is A Process

The ABC's of Successful Conflict Resolution
 

Time Management

5 Tips to Successful Time Management

Building A High Performance Team - 5 Simple Steps

Identifying the Cast of Culprits That Threaten Productive Meetings

To Mirror Or Not To Mirror?

Manager's Toolbox

Vital Success Measures: Keys to Rescuing Ailing Projects

Why Is It That What Gets Measured, Gets Done?

Great Groups! - Getting a Group to Think Like a Genius

Roll Out The Red Carpet for New Employees

8 Ways to Speed up Decisions

Stop Corporate Craziness

Role of the Customer Service Manager: Motivating People

Customer Service Forum

Opinion

Events

Customer Service Jobs

Customer Service Jobs - USA
Customer Service Jobs - UK
Customer Service Jobs - Global

In The Spotlight

Customer Service Books

Education & Training

20 Business Telephone Etiquette Tips

Customer Service Awards

Contact Center Awards 2006

Technology

Take-a-Break

The Games Room
Jokes & Laughter

Press Releases

Computertel Win Best Customer Service Award
Key Players Join Forces to Expand Customer Service Applications
Fizzback Helps Phones 4U Increase Customer Advocacy
Dollond & Aitchison Adopt New Technology to Improve Service
Sabio and Avaya Launch Voice of the Contact Center Agent
Web-based Dashboard for Contact Centers Launched
Ken Blanchard Launches Legendary Service in UK
47% Dissatisfied With Workforce Management Process
Badly Served Britain Votes With it's Feet
Happy New Year for easyJet Customers
50% Vendors Tie Pay to Customer Satisfaction

Customer Service Directory

Customer Service
Associations (11)
Consultants (1)
Helpdesk (4)
Publications (0)
Satisfaction Surveys (1)
Training (20)
Websites (6)

Call Center
ACD Systems (77)
Associations (17)
Furniture (11)
Consultants (1)
Headsets (15)
Outsourcing (1)
Publications (6)
Training (1)
Voice Recording (17)
Websites (19)
Workforce Tools (25)

General
Stress Management

CRM

CRM Software

CRM Websites

Pivotal CRM

Customer Contacts

Join CSM

Free Newsletter

About Us

Advertise With Us

Media Partnership

Contact Us

Terms of Use & Privacy Policy