Lack of Integration = Customer Frustration

This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing ... even customer training after installation, if required.

What does a Thank You Cost? What is it Worth?

Two simple words: Thank You can make your day and someone else's day much brighter - but they can also be good business builders.

IT Consulting Services - Offer What Your Prospects Need

IT consulting services come in all shapes and sizes. Offer IT consulting services that cover both the basic fixes and the long term solutions, and make yourself an invaluable asset to the businesses for which you provide IT consulting services.

Get to Know Your Customer Laws - Getting In The Way Of Customer Service

Most professions now have; Know your customer laws, but are these laws adversely affecting customer service? Are know your customer laws causing professionals to ask too many questions of the customer that the customer wishes to keep private? You see, due to all the spyware, identity theft and privacy issues in the news

Information as a Competitive Advantage – Part 2: Creation of Customer Value

Information which: contributes to the understanding of the customer profile, the market segmentation and the focused provisioning of products and services on selected Customer groups

Medical Encounters of the Third Kind

In medicine these third-kind discussions are usually seen as preventative in nature, and often aren’t easy to broach given the intense pressures of time most doctors face, and given the traditional view most patients have of their doctors. However, some chiropractors, naturopaths and holistic medical practitioners have built successful practices in the

Customer Satisfaction is a Rearview Mirror

What is the difference between customer satisfaction and customer loyalty? One package delivery company uses a regular survey to measure customer satisfaction...

Track Each Complaint Until Your Customer Comes Back

When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is ‘nothing’. But when you reply and the result is...

Responsibility + Sensitivity = Cooperative Authority

Sometimes business owners and department heads can be very restrictive. Sometimes it is due to insecurity, sometimes to past bad experiences, sometimes they are simply unsure how to loosen the reins. One course of action you can take is to give your company owner a ...

Make Things Easy for Your Customers

I have three complaints and three suggestions.

Keeping High Tech - High Touch

The site includes a library of articles about service quality, partnerships and customer-focused culture. You can view these online, or have them sent to you by e-mail autoresponder.

You're as Good as Your Weakest Link

I flew to Fiji from Singapore via Australia, requesting vegetarian meals throughout. But not a single vegetarian dish was provided.

Developing an Eye for Detail

I flew Business Class on one of the world’s largest airlines and found myself in a chair padded for pleasure.