Customer Service

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A Time to Listen

Monday, June 1st, 2009

What you do with the feedback from your employees, vendors, prospects and clients is what will shape the future of your business.

My Favorite Things, Part 4

Tuesday, May 26th, 2009

This is part four – the final in this series of my favorite customer service tools. This one seems simple enough, but for some reason, no one thinks of it any more. What a cool thing to find in your mailbox – a friendly note or postcard.

My Favorite Things, Part 3

Tuesday, May 19th, 2009

This is part three of my favorite customer service tools. This one is a no brainer for online business, but it works well for offline businesses too. Today, email is one of the fastest ways to get to someone, but just be sure you utilize it properly.

My Favorite Things, Part 2

Tuesday, May 12th, 2009

This is part two of favorite customer service tools. I won’t be very popular for this next one, but no matter how much you hate it, the phone rules when it comes to customer service.

My Favorite Things, Part 1

Thursday, May 7th, 2009

I’m often asked to share my favorite customer service tools. Surprisingly enough, in this computerized age, none of them are electronic. I don’t believe it matters if you are an online business or an offline brick and mortar company, all of these tools are indispensable in either type of business.

Little Things Mean a Lot

Saturday, May 2nd, 2009

There are many out of the ordinary things that your company can do to exceed customer’s expectations. If you can’t think of any, bring your staff in or better yet, call your best customers and ask them for ideas.

The Power of Suggestion

Thursday, April 30th, 2009

How many times have you been at a fast-food drive-thru and been asked if you’d like to add an apple pie, fries or sundae to your order? They would not ask that if it didn’t work. It’s called the power of suggestion. So, remember to ask if there is anything else that you can do […]

Always Over-Deliver

Tuesday, April 28th, 2009

How sad it is when the standard mode of operation is that customers are used to broken promises. Well, let’s change that – make your company stand out and learn to apply the principle of  “under promise and over-deliver.”

AskDatabase.com Rules!

Friday, April 17th, 2009

There are multiple software applications that offer online customer satisfaction surveys such as FreeOnlineSurveys.com and QuestionPro.com. My favorite is AskDatabase.com. With this, you can set up an Ask Campaign that can be used for complaints, compliments, or business suggestions. It can be something as simple as one question, “Was your experience good enough with us […]

Encourage Complaints!

Sunday, April 12th, 2009

Encourage complaints! Sound crazy? Not if you know anything about customer service.  You should embrace client criticism. Marketing research shows that only two out of 50 unhappy customers will take the time to complain to you.  If they are complaining, there are likely others who are unhappy too.

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