Articles from Customer Service category

How To Calculate the Lifetime Value of A Client — 2003-07-17
First, some food for thought. - Jeffrey Pfeffer, best-selling author and Stanford University Graduate School of Business Professor, reported in the December 2002 issue of Business 2.0 a ... »
Customer Complaint Service Plan — 2003-07-15
Say this aloud, before you start each day, "I will consistently and constantly strive to exceed my customers' needs and expectations". There is nothing worse than having to work with ... »
Complaining Customers Are Good For Business — 2003-07-14
Remember the Coca Cola marketing disaster a few years ago? They tried to switch Coke drinkers to New Coke. It didn't work. Fortunately, the company quickly recognized the problem and had ... »
Are You a "P-Word" Solver? — 2003-07-03
Back in the days when I supervised customer service employees, I developed a standard (albeit somewhat corny) reply whenever anyone on my staff came to me with a problem. "There are no ... »
3 Customer Retention Secrets! — 2003-06-16
1) Give Unexpected Gifts Give your customers more than they expect. Send thank you gifts to lifetime customers. E-mail them online greeting cards on holidays or birthdays. You could ... »
How to Deal with a Cranky, Complaining Customer — 2003-06-12
The very simplest - and most effective way - is to agree with him. Listen quietly and attentively to what he says. Then throw him off his line of attack by agreeing with him - by ... »
How To Deal With Customer Disputes Without Losing Customers Or Giving Away The Store — 2003-06-12
When you are a customer, it is convenient to be dogmatic about the old "customer is always right" ideal. However, some customers take advantage of their power position, using their eternal ... »
3 Keys to Building a Winning Customer Service Strategy — 2003-05-20
January is a time for resolutions to be made. It is also a month when resolutions are broken. Did you make a resolution to eat better, lose weight, exercise more, get more rest, take ... »
Branding Fiasco -- Better Be Who You Say You Are! — 2003-05-19
Our experience as customers offers great instruction into the concept of branding. Come with me on a recent "experience" and youll see what I mean. Heres the situation: I want to order ... »
Is the Customer Really Always Right? No! — 2003-04-09
How do you handle a customer who is clearly in the wrong? People always tell you “the customer is always right” – but that is not always true. However, the way you treat your right or ... »

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