Customer-Service  

"Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life.

The word pebble in this quote means that each action you take ...read more

It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination.

However life is rarely straightforward, and if problems do arise, order completion times and cash flow will inevitably suffer as a result.

Making the paperwork ...read more

The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:

Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by ...read more

“Hi this is Randy. Leave me a message after the beep and I’ll get back to you as soon as possible. Thanks and have a great day.”

Garbage.

This is an example of a typical outgoing message that makes callers feel like they really are talking to a machine. ...read more

I call it the "wave and roll."

You walk up to an intersection. You look both ways before you cross when you make eye contact with an oncoming vehicle. You meet the gaze of the driver. Politely and legally, he invites you to cross first. As you enter the crosswalk, you ...read more

First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.

We must distinguish between customer sales and service versus customer service. Whereas customer sales and service is largely concerned with selling ...read more

Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen.

But what if you were to walk into a store as soon as ...read more

You probably think I am going to say something like, "The customer is always right." Right?? Wrong.

I have many philosophies when dealing with customers, but I definitely do not believe that the customer is always right. However, when the customer is wrong, you must handle the situation delicately.

There are many ...read more

Good service is easy to spot and hard-to-find. Mediocre service
occasionally stands out but only because it's the cream-of-the-crap.

Last week I had the opportunity to speak at the Lumbermen's
Merchandising Corp. annual sales meeting in Dallas. The meetings were held at the Dallas Convention Center and the hotel ...read more

Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.

In most cases, the caller has been told something about you and your product or service. It is your job to find out exactly what they are calling about without asking ...read more