Blog Archives

Targeted Customer Service

Have you ever called a customer service or technical support hot line for cable or satellite TV, internet, computer or software problems? If you have, you will probably recognize at least some of what I describe. One of the more

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Do you Interface with Customers … or clients?

You have probably read books, articles, attended seminars about providing excellent customer service. You can recite all of the buzz words and phrases such as “delight the customer, ” wow the customer,” ”customers are our number one priority.” Here is

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Is NO … a no-no?

YES! If possible, it is worth the effort to redirect a customer rather than saying NO. Customers sometimes become angry when they hear the word “NO,” and may act out. If the remedy to their concerns are not directly under

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Think Like a Customer!

If you are like most customers, you have probably experienced service issues or problems that are not suited to the “email and/or the chat” format. In my opinion, the more technical or difficult the issues are, more you need telephone

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Horrible Customer Service … the epitome!

I was researching some notes for a talk on customer service and during that process, I discovered an article that had been written for CBS MoneyWatch in 2012. The story was about an airline that refused a dying veteran a

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The customer is always right … REALLY?

Let’s begin with the assumption that all of us are customers and providers of service and products. It is a magnanimous gesture or attitude that the customer is always right. But, in reality this may not always be true. However,

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Customers …some don’t pay on time!

In my articles on customer service, the focus is usually from the front facing person who provides the actual customer service. This article takes a different part of the equation into consideration. For example, you or your team may be

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