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  • +7

    What To Do When Your Customer Is Wrong

    For several years I have been teaching seminars on dealing with difficult people. Whether it is an employee, colleague, or boss, simple established steps usually work. But what do you do if the difficult person or the one that is wrong is your customer? How can you tell a customer he or she is wrong without losing the business? Is the ...
    Rated: +7
  • +5

    Create Dazzling Customer Experiences

    Create Dazzling Customer Experiences
    Today’s economy requires innovative ideas to generate more revenue. That comes from creating dazzling customer experiences that bring customers back again and again. Recently I had the opportunity to hear Cathie Black, the President of Hearst Magazines, make a presentation at a Harvard Business School Alumni Club meeting in Atlanta. The insights she had about running a media business amidst today’s ...
    Rated: +5
  • +1

    Improve Your Online Customer Service

    Improve Your Online Customer Service
    If you're wondering why customers aren't coming back to your e-business, maybe you should take a long, hard look at your customer service. Even if you master each and every one of the internet marketing strategies out there--sales copywriting, search engine optimization, e-mail marketing and the rest--they're not worth a dime if you forget about customer service. It's a strategy that ...
    Rated: +1
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    Teaching Good Customer Service

    Teaching Good Customer Service
    Follow these tips to ensure that all your employees understand the value of good customer service. Is customer service important? Is customer service every employee's responsibility? The clear answer to both of these questions is a resounding yes! And more important, the major responsibility for creating a customer friendly atmosphere begins with you, the boss. Not only are you responsible for ...
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    Good Customer Relations: Why Try?

    Good Customer Relations: Why Try?
    “Why should I be nice to someone who is yelling at me?” says one of your people. Well, that is not an unreasonable question. Let’s try to understand the psychology of people who grumble - or worse, complain. Believe it: For most people (apart from a psychotic few), complaining is a very stressful thing to do. Apart from whether the problem ...
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    Twitter, Facebook, Linkedin, Etc.: The Demise Of Human Connections?

    Twitter, Facebook, Linkedin, Etc.: The Demise Of Human Connections?
    Recently I had a talk with a wonderful lady who has been a successful marketer for many years. She was lamenting all the commotion with Twitter, Facebook, Email, LinkedIn and social networking today. She commented that she likes to connect by talking with people on the phone — “real communication” is what she called it. I understand where she’s coming from ...