Treating Co-Workers as Customers

With all good intention, companies focus on training their front-line personnel to exceed customer expectations at every customer touch point. But let’s face it… internal relations mirror external relations. Departmentalized mindsets, lack of cooperation and unaligned objectives all eventually reflect on the quality of service to our customers. That’s why internal service is the backbone […]

Proactive Customer Service

Excellent customer service is not just an embellishment for a company that sells products or services. It is the most important ingredient to any company’s success – even more important than the product being sold.

In fact, studies show that 70% of customers change providers not because of price or quality issues, but because they […]

Managing Customer Service

Satisfying customers is not as easy as it used to be, especially in this highly-competitive environment. We need to impress and delight them at every point of contact. To do this, our people’s customer service needs to positively – and not negatively – stand out.

More importantly, our people need a good leader, manager, or […]

Handling Complaints

Given today’s tough and highly-competitive environment, companies must go the extra mile to serve, please, and keep their customers. Still, no matter how excellent a company’s service is, it will receive its share of customer complaints. How would you like to deal with them more effectively?

Effective complaint handling can save your business from unwanted […]

Dealing with Challenging Customer Service Situations

We are all highly aware of the importance of good customer service and the need to consistently provide it. But we also know that keeping customers happy is easier said than done. Customer behaviors come in different forms, and dealing with challenging situations is the great challenge.

Ensure continued quality and professional service. Ensure repeat […]