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Anger Management The Top Ten Tips for Managing Anger, Conflict, and Emotional Tension - by Dr. Clare Albright, Psychologist
Need a short set of hints and tips about how to handle anger? Here's one psychologist's suggestions about the top ten things you can do. pop (Added: 7-Jul-2004 Hits: 3739 )

The Customer Is Not Always Right! - by n a
The person who says "The customer is always right" has never had to deal directly with customers (clients). Clients are not always right, but they are always our clients. Without clients, you can't have an appraisal business. To have a successful appraisal business, you must be able to successfully handle difficult clients and client complaints. pop (Added: 16-Feb-2006 Hits: 3689 )

Best Practices In Customer Service Ten Questions To Ask About Your Customer-Focus Improvement Process - by n/a
These are 10 excellent questions to answer if you want to consider improving your customer focos. If you answer each of them carefully and in great detail you are sure to improve you customer service. pop (Added: 7-Dec-2004 Hits: 4935 )

Your Two Customer Service Questions - by Patricia Fripp, CSP, CPAE
You're already aware, I hope, that each and every employee of your company is a "customer service representative," no matter what the job description says. Read this terrific customer-service story, and then consider the two questions at the end. pop (Added: 13-Dec-2004 Hits: 4279 )

Customer Service, Not Customer Servitude - by Dr. John T. Self
When service staff must deal with rude customers who treat them like servants, the service staff can start to feel like servants and not customer service providers. There are ways to prevent this attitude taking shape. Read this article to learn what you can do to help your staff retain their great attitude that reflects your company's customer service ethic. pop (Added: 14-Dec-2004 Hits: 4829 )

10 Commandments of Customer Service - by Susan Friedman
'Know who is boss' is the first of 10 commandments from the author's point of view. Read the article to find out if you agree who the boss is in your business. You'll agree with the answer and you'll also agree with the other 9 commandments for providing great customer service. pop (Added: 18-Jan-2005 Hits: 18212 )

Top Ten Tips for Outstanding Customer Service - by Martin Haworth
Remember the 80:20 rule? You may not get everything perfectly right, but getting most right will be much, much better than the majority of your competition. These Top Ten Tips for Customer Service will get you well on the way. pop (Added: 18-Jan-2005 Hits: 10601 )

How You Can Help Companies Deliver Great Customer Service - by Alan M. Webber
Marketing expert Don Peppers asks -- and four cutting-edge organizations answer -- the four most important questions to help you deliver great service to your customers. pop (Added: 7-Mar-2005 Hits: 3835 )

How to...manage customer expectations - by Jason Compton
Making the sale is paramount, but no customer relationship will stand the test of time unless it is built on a sustainable cycle of give-and-take, with clearly defined roles for each party. Surprises and inequities are not the stuff of long-term engagements. Follow these four steps to ensure that your customers know what you will do for them--and what is not a reasonable expectation. pop (Added: 14-Apr-2005 Hits: 3714 )

How to Add Value to Customer Relationships - by Craig Woirhaye
An organization is truly customer driven when it properly manages information, makes that information available to the right people, and trains its staff to use that to build relationship value. pop (Added: 10-Apr-2006 Hits: 4107 )

Communicating With Customers Communication and Customer Service - by Jan Pedersen
The author shares her experience with customer service personnel. She has some excellent tips for dealing with difficult, disgruntled and irate customers. Read this article and learn the basics of providing excellent customer service. pop (Added: 13-Dec-2004 Hits: 4659 )

Are You Listening to Me?: Communicate With Customers - by Heidi Cohen
Communicate with customers. That includes your best customers, your squeaky wheels, and the great silent majority. In the wired world, word of mouth spreads faster and carries greater clout than any marketing. Over 20 percent of consumers will contribute over 1 billion unique pieces of content to discussion forum posts, online reviews, and blog entries in 2004, according to Intelliseek. Here's how to maximize communication with customers effectiveness. pop (Added: 19-Jan-2006 Hits: 3141 )

Think Negative Comments/Reviews Online Hurt Your Company? Guess Again | B2C Marketing Insider - by Mack Collier
Most customers that complain online do NOT want to ‘hurt’ your company. They just want you to listen to them, and help them with their problem. If you’ll do that, you’ll often flip a detractor into an evangelist. Hopefully these stats will help debunk the myth that any negative mention/review online hurts your company. In reality, it’s often an opportunity. pop (Added: 8-Sep-2010 Hits: 3217 )

Complaint Handling Complaint Handling is Easy - Just Make it Memorable - by Colin Marvell
This article is an excellent strategy for handling customer complaints. Enclosed are ten very valuable tips for employing this strategy. See how they will add value to your organization's strategy for customer complaints management. pop (Added: 7-Dec-2004 Hits: 5685 )

Handling Customer Complaints - by Alyice Edrich
Small companies must tackle customer complaints with a different manner than large corporations. In this article, you will find advice for small business regarding handling customer complaints."Apparently there are tips that an e-business should keep in mind and other tips applicable to store-front businesses. pop (Added: 7-Dec-2004 Hits: 3889 )

Creating A Customer Service Culture Dorothy Lane Loves Its Customers - by Scott Kirsner
Do you love your best customers so much that you'll fire your lousy customers? Dorothy Lane Markets does. Here's a cutting-edge lesson in service and loyalty from a gutsy grocer in Dayton, Ohio. See how this grocer realized the benefit of loyal customers versus those customers dropping by because of advertised specials. pop (Added: 2-Mar-2005 Hits: 3295 )

Eight Keys to Creating a Customer Service Culture - by Peggy Morrow
In this excerpt from Customer Service -- the Key to Your Competitive Edge, author Peggy Morrow provides guidelines and examples to assist you in creating a customer-service culture. pop (Added: 10-Apr-2006 Hits: 2739 )

Customer Service - Airline Industry Secrets of Superior Customer Service Airlines - by Gregory P. Smith
Article explains how Singapore International Airlines achieves what some call the best airline customer service in the world. pop (Added: 5-Dec-2004 Hits: 5092 )

Customer Service - Call Centers Listening To The Customer - by Donna Siegal
As a customer service representative in a call centre environment good listening skills are paramount. This article suggests that there are three main roadblocks to effective listening. They are listed as: organization, assumption, and association. These roadblocks are discussed in detail and recommendations as to how to remove them during customer interactions are included within. This is a good read not only for call centre employees, but any employee who routinely deals with customer service issues. pop (Added: 2-Nov-2004 Hits: 3275 )

10 Strategies for Customer Service Success - by Emmy Favilla
Contact center managers can no longer define success by call duration alone. Visit ten companies that have overcome challenges related to contact and call centeres and customer service. pop (Added: 26-May-2005 Hits: 4069 )

Customer Service - Government and Public Sector Customer Service Standards - by Rockville City Government
In 1999 the city of Rockville, Maryland set out to develop a set of standards related to providing high quality customer service to taxpayers and citizens. Here are the results. An ideal model if your government agency wants to develop similar standards. pop (Added: 7-Oct-2004 Hits: 2902 )

Can Government Customer Service Be Improved? - by Dr. John T. Self
The author has plenty of advice on how government customer service can be improved. After discussing why goverenment customer service does not seem to exist, he offers some valuable advice to attain it. See if you agree when you read the article. pop (Added: 14-Dec-2004 Hits: 4520 )

Customer Service Defined For Customers And Employees - by n/a
The Workers Compensation Division of Oregon has published a definition of excellent customer service. These rules can provide you with some interesting thoughts about what sort of customer service you would like your company to provide to its clients. pop (Added: 17-Jan-2005 Hits: 3332 )

Customer Service - Hospitality Industry Defining Customer Service: The Customer’s Perception Is Our Reality - by William F. Orilio
Service is elusive and intangible but it is the life’s blood of the restaurant industry so we must ask ourselves, “What is customer service?” In today’s competitive marketplace service is the most important thing a company has to sell. It truly makes the difference when two businesses have the same product. pop (Added: 23-Oct-2004 Hits: 4251 )

The Key To The Restaurant Business: Great Customer Service - by Donna Siegal
If a restaurant has the key elements of great food, decor, and location but is missing great customer service it is probable that it will not survive long. According to this article there are six common errors in hospitality customer service to be avoided. They are as follows: "you just missed....", too much information too early, joining the conversation, "how are you all doing?", the end is just as important as the beginning, and move along customer. This is a good article that impressess upon the reader the worst habits that should be avoided at all costs in hospitality customer service. pop (Added: 2-Nov-2004 Hits: 4796 )

Hospitality Customer Service - Panacea or Placebo | By John R. Hendrie - by John Hendrie
Collectively, our business in Hospitality is to maximize the visitor expectation and ensure that the experience is memorable for all the right reasons. There is a tripod in place: service, product, facility. Emphasis only on one of these foundational legs merely swings the equation out of whack. You can have all the Customer Service emphasis in the world, but if your product – rooms, food, physical plant, merchandise – is seen as without value, you crash! The balance of the tripod is the experience. pop (Added: 24-May-2005 Hits: 3026 )

Discover the Ritz-Carlton Mystique - by Bill Lampton
Why is the Ritz-Carlton the model for providing the best customer service in the hotel and hospitality industry. Find out here. pop (Added: 24-May-2005 Hits: 2826 )

Customer Service - Internal Customers Internal Supplier-Customer Chains and GET-DO-GIVE Cycles… - by n/a
If you are interested in implementing the internal customer concept within your company or just want to refresh your current concepts, this article will provide you with a good working model of the supplier - customer chain. Worth the read for someone new to the concept of providing customer service via internal customers. pop (Added: 15-Nov-2004 Hits: 4260 )

The Key To Productivity Is Internal Customers - by Carole Nicolaides
Superior internal customer service has a far-reaching arm. It extends to morale, productivity, profitability, external customer service, and every other area of your business. Those who receive excellent internal customer service exhibit pride, are quick to voluntarily offer assistance to others, and to identify and head of problems. And so begins this article that demonstrates the value of an internal customer oriented corporation. This article is worth reading. pop (Added: 15-Nov-2004 Hits: 8413 )

The Value of Internal Customers - by Brian Kimball
It is generally recognized that if two companies are supplied with the same physical assets - equal numbers of employees and the same product and market - one of the companies will clearly out perform the other. The reason for this is not a matter of luck. Rather, it is due to one company's failure to take advantage of its intangible assets versus the other's ability to make more strategic utilization of these same assets. pop (Added: 15-Nov-2004 Hits: 6244 )

Good Customer Service Is More Than Good PR - by Patricia Fripp, CSP, CPAE
This little article is a great example of how one employee's inattentive attitude can almost nullify another employee's exceptional customer service attitude. This story will stay with you a long time and maybe will change the way you acknowledge people when they let you know how pleased they are with your service. pop (Added: 13-Dec-2004 Hits: 2768 )

Customer Delight - by Dr. John T. Self
When a company's internal customers are happy and believe in the company they work for, it is often the best PR a company can hope for. See what you can do for your internal customers to improve your customer service so that your external customers are delighted. pop (Added: 14-Dec-2004 Hits: 5618 )

Handle With Care - by Keith M. Hammond
How UPS handles packages starts with how it handles its people. Here are five lessons on the art of delivering for your people - your internal customers. pop (Added: 2-Mar-2005 Hits: 3262 )

Tips For Internal Customer Service - by Scott Miller
Customer service is a major focus of many successful companies. And many of those companies have determined that making employees happy leads to legendary customer service. pop (Added: 15-Feb-2006 Hits: 8284 )

Internal Customer Service: Getting Your Organization To Work Together - by Scott Miller
Providing exceptional customer service lies at the heart of the mission of many organizations. It is the central theme of books, articles, motivational seminars and business courses. Its value is undisputed in business circles. What many companies fail to focus on, however, is the primary path to exceptional customer service: internal customer service. pop (Added: 15-Feb-2006 Hits: 6375 )

Serving Internal Customers by Lane Baldwin - by Lane Baldwin
Make no mistake. Your teammates are as important to your success as the people walking through your door. And the better you serve your team mates, the more they will help you succeed. Adopt some of these methods to better serve your team. pop (Added: 28-Mar-2006 Hits: 7045 )

Internal Customers are Still Customers - by na
We have a number of clients who take a significant number of calls from internal customers. It might be a co-worker from another division, another customer support department, or an outside sales person. Do we analyze these calls? Yes, in most cases we do include some of these calls in the sample. Here are a couple of reasons pop (Added: 10-Jul-2007 Hits: 6796 )

Providing Excellent Internal Customer Service - Article by Donna Earl - by na
Tips and advice on providing better customer service to internal customers. Basic but useful pop (Added: 10-Jul-2007 Hits: 8949 )

Customer Service Checklists and Tools Customer Service Checklist for Sales Personnel - by na
A checklist that can be used by salespeople that maps out desired actions before, during and after sales to improve customer service. pop (Added: 20-Jul-2007 Hits: 3086 )

Customer Service Self-Checklist - by Goring
A short and very basic checklist for shop staff and shop owners (retail) with suggestions for improving customer service. pop (Added: 20-Jul-2007 Hits: 5327 )

Lessons From Poor Customer Service Examples Customer Service: The Good, the Bad and the Ugly - by Keith Regan
Examples of really bad customer service over the internet and in e-businesses. pop (Added: 18-Jul-2005 Hits: 5829 )

7 things never to tell your customers - by Jeff Wuorio
Recently, I stopped at a local hardware store for a new bolt for a wheelbarrow. The only metal pin they had was too long and a clerk gladly volunteered to cut it down to size. As he was sawing away, one of the owners waddled past, scowled and snapped: "Doesn't he have a hacksaw at home?"""Granted, we've all been treated to these sorts of remarks, comments and faux pas at businesses of all types and sizes, but that doesn't mean we should. Here, based on my own stumbles down the rocky road of verbal miscues, is just a sampling of things that a client or customer should never, ever hear at your business pop (Added: 22-Jan-2006 Hits: 6902 )

Loyalty and Customer Retention Turning One-Time Customers into Lifetime Business - by Rhonda Works
Selling every customer only one item -- whether a business plan, a landscape design, a kitchen remodel -- is a precarious way to earn a living. Here, Rhonda Abrams suggests ways to broaden your offering to encourage repeat customers. pop (Added: 17-Jan-2005 Hits: 2824 )

Seven Secrets Of Customer Loyalty - by Phyllis Sheerin Ross
You want and need to keep your customers loyal to your business. Presented within this article are some secrets to doing just that. Number three is 'fix now, discuss later'. This is outstanding advice. Read on for more outstanding customer service advice. pop (Added: 18-Jan-2005 Hits: 4404 )

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