Customer Service: Little Things Matter

Kevin Dwyer reflects on a recent customer service experience and wonders why he feels a bit under whelmed.

5 Ways to Have a Love Affair with Your Customers!

Rosemary Rein reveals how to re-ignite the romance with your customers.

How to Improve Your Call Center

Improve customer service in your call center by following these useful guidelines.

Crafting Your Sales and Service Value Promise

Learn the essential elements of developing a sales and customer service value promise.

Quotes for the Customer Service Professional

Here are a few humorous quotes to ponder and reflect on.

4 Steps to Spectacular Customer Service

Implement this simple 4-step process for creating a spectacular flashpoint culture of your own.

Customer Service and Employee Satisfaction

Customer Service and Employee Satisfaction have been hand in glove since the beginning of time. Measuring that satisfaction, however, is another story.

Turn Your Employees into Customer Service Dynamos

Follow these three guiding principles to help your employees generate their own ideas for improving the customer experience.

Customer Service – A Proactive Step

How to take the proactive step of creating a customer charter.

Renewing Customer Loyalty: A Five Step Plan

Every business loses customers, but not many do much about getting them back. Here’s what that means in practical terms.

Have you ever called a company and been greeted with the phrase “Hold, please”? Does it make you think that customer service is dying?

The Fickle Customer

Michelle McKinnon lists five simple steps that every employee can take to help keep customers loyal.

Top Ten Telephone Basics

Having good telephone skills helps build stronger customer relationships. Here is a handy “top ten” phone skills list for you to use.

7 Tough Customer Service Questions

It’s time to brush up on your problem solving skills by answering seven of the top tough customer service questions.

The Five Diamonds of Customer Service Leadership

The Wentworth Mansion has received the Five Diamond Award for four consecutive years. The hotel’s success is attributed to a management philosophy that extends a level of service far beyond efficiency and courteous behavior. In this detailed case study, Bob Seidler explains how this outstanding feat was achieved.

Can Mystery Shopping Customer Raise Service levels?

In this cutthroat world of high competition, how does a service organization maintain its service quality? Read on to learn more.

They say wherever you go, there you are. Yet how present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don’t get marked as missing in action.

10 quick and easy customer pleasing tips to adopt when you are replying to your customer’s email.

How do you answer when asked the question: “Does your Organization Make the Grade?”