Customer-Service  

Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer wanting to look good to their boss and sometimes it is simply the mindset of the individual buyer them self. To ...read more

The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers"

From this we can learn that CRM is more than just a piece of software; CRM is ...read more

Jay instructed a customer of his to offer a rare coin collection to new customers for just $19. He was actually losing a couple of dollar on every sale! But .... of the 50,000 people who bought the coin collection for $19, nearly 10,000 come back and bought.

Pretty impressive, don't ...read more

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Know Thyself - Socrates

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I'd like to start this article with a test …

What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain?

You guessed it! … Mud Bogging!!!!

That is how I spent my morning. My husband's new truck was ...read more

During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. How can you best handle challenging situations? I have developed and practiced a simple method for just ...read more

There is a battle in Call Centers. The teams are Quality vs. Quantity; two performance factors that don’t seem to get along.

• Representative Super Speedy says, “I’ve taken more calls than anyone on the team today. My average handle time is the lowest on the floor.”

Coach Level ...read more

When all else fails in your company to meet the needs of your customer consider a customer service consultant. If you find that agents in your company are constantly having misunderstanding that result in loss of customers bring in a consultant. There are a number of resources available ...read more

Have you ever wondered why you often find a coupon tucked inside your cereal box, or get invited to a customer preview sale at your favorite department store? Those companies know that their existing customers are the best - and most profitable - customers they'll ever have. So it's not ...read more

Do you have good customer service? Even for your free giveaways?

I have been thinking over the past couple of weeks why some WAHP's have trouble growing their business. They host chats or do online parties. They do giveaways and exchanges and it seems everything that they can do ...read more

In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english ...read more