’Tis the Season (for P#ss@d-Off Customers)Now’s the time to over-service customers and right any wrongs fast
Fri, 12/17/2010 - 07:07
It’s that special season again: the season of crowded stores, whiny kids, irritable customers, and stressed-out employees. If you’re a business owner—in any industry but especially in retail—the holidays are a precarious time. When fuses are short… When “At Your Service” Fails: Six Steps to Service RecoveryDon’t wait for the third complaint to work out a customer service kink
Tue, 11/23/2010 - 06:47
Consider the following scenario: It’s 8 a.m. and you’re in an upscale hotel in Times Square—part of a well-known chain you regularly frequent—getting ready for a crucial business meeting. As you turn on your hairdryer, the power goes out. A bit… Five Principles for Turning Clients into Loyal FansDon’t look for perfect clients; create them
Wed, 09/15/2010 - 15:35
Once upon a time, customer service meant more than pressing 2 to wait (and wait and wait) for “the next available representative.” Companies valued those who bought their goods and services and went the proverbial extra mile to make them happy.… Books: Five Ways to Turn Angry Clients into Happy OnesHow to transform customer frustration into a stronger business relationship—one that lasts a long time.
Thu, 10/15/2009 - 05:30
It happens to the best of us. An upset client calls to complain about a product or service, and you’re completely caught off guard. How do you react? Do you fly off the handle right along with him? Or do you respond in a calm, thoughtful way that…
