Raising the Profile of Customer Care

Disappointingly, customer care departments are often poorly resourced and under valued in the corporate hierarchy, rather than seen as an opportunity to get closer to customers.

Four Ways to Motivate Customer Service Professionals

These Four motivation strategies can help your organization succeed – one professional at a time.

Perfect Customer Service: Bigger is Not Always Better

Why a bigger customer service department could be the last thing you need.

Bringing True Customer Focus in to Reality

In spite of all the catchy slogans and corporate pledges, customer service levels of major corporations have only slightly improved in the last few years. This is because they ate consumed by task-focus.

Service Encounters of the Third Kind

One step you can take is to explore your customers’ future needs and interests through cultivating “Service Encounters of The Third Kind”.

5 Tips for Curing Bad Customer Service

Bad customer service is everywhere these days. Unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. Read on for 5 tips for curing bad service.

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses.

Despite the increased use of new technologies intended to improve customer service, poor customer service is the primary reason that consumers switch service providers. Nearly half (49 percent) of the more than 2000 U.S. and U.K. consumers surveyed by Accenture said poor service led them to change service providers in at least one industry in [...]

Customer service is an integral part of our job and should not be seen as an extension of it.

Overall, customers just want to feel good. They want to feel better after they’ve dealt with you or anyone in your business, than they did before. If you can create that feeling, then you’re well on the way to giving customers what they really want.

CRM = Customers (don’t) Really Matter

CRM was supposed to bring companies closer to their clients – but has it? Find out in this article.

Creating a Customer Service Culture

In the dynamic world of retail, companies often talk about the importance of customer service excellence. The fast paced, competitive environment is a constant challenge for retail owners. Here are 6 simple tips to help retailers strive for high service levels.

The ABC of Customer Service

If you want your staff to remember the essentials of customer care, there’s no better way to teach them than with the ABC of Customer Service.

Customer Service Leads to Customer Loyalty

All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will.

French fries? No. Charles Kingsmill is talking about FRIES, the hugely popular business acronym that he’s just invented.

If you understand that it costs more to find a customer than it does to keep one then you will appreciate the importance of good, quality customer service.

Many companies are turning away possible loyal customers, because they do not know how to turn a complaining customer into a thankful customer who will come back to buy from you again. Here are some suggestions to deal with with cranky customers.

Critical Steps to Establish a Customer Service Culture

When price wars fail to drive revenues, businesses often look to service to give them a competitive advantage. Anthony Mullins shares eight critical steps to establish a customer service culture.

Which Customers Complain the Most about Customer Service?

Research reveals the top countries where customers complain about customer service the most. There are some interesting surprises.