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Customer Service - General

Since our entire site is about customer service, it's seems a bit odd to have a category for general customer service advice and strategies. Think of this section as a place you can find overviews, and ideas that don't quite fit into our more specific customer service categories.

Overview of Customer Service and Company Success

The New Customers Are In Town - by Henry Astorga
A recent customer service-training program conducted at the ATandT facility in Pleasanton, California provided a stark reality that not all those who produce a product or service understand who the real customer is. This unconscious incompetence - a take from Kilpatrick's learning model, for those familiar with teaching adults - offers a vivid picture that old line companies and even those who beat their breasts for being in the Fortune 500 ranks may rate woefully low in the customer service performance scale. (Added: 1-Jun-2005 Hits: 580 )

Branding Fiasco -- Better Be Who You Say You Are! - by Eileen McDargh, CSP, CPAE
Our experience as customers offers great instruction into the"concept of branding. Come with me on a recent "experience" and"you'll see what I mean. (Added: 11-Feb-2003 Hits: 590 )

How To Improve Customer Service - by Doug Howardell
Organizations exceed customer expectations by focusing improvement efforts in three areas: customer friendly processes, employee commitment to customer service, and customer dialog according to Eberhard Scheuing in his book Creating Customer s for Life. Each of these three areas has an internal component and an external component. (Added: 14-Apr-2001 Hits: 1234 )

Managing Customer Service Slide Show Presentation - by na
In this 60 slide presentation, the author looks at what comprises customer service, the service culture, key skills for delivering quality customer service, addressing customer behavior styles, and finally, our favorite, steps to resolve service breakdown. (Added: 7-Jan-2010 Hits: 662 )

Good Customer Service: It All Starts with Attitude - by na
A decent article that covers a lot of bases in terms of customer service, including attitude, responding on the phone, internal customers, etc. (Added: 10-Jul-2007 Hits: 1453 )

Customer Service Tips: Serving Your Customers Without Burnout - by Molly Gordon
Customer service is essential for the success of your business. Yet many small businesses or solo-shops crash and burn because they confuse customer service with customer tyranny. They imagine that serving customers means giving into endless demands. "If you're troubled by customer service issues, try this exercise, an adaptation of Byron Katie's "Work" to business issues. (Added: 8-Jan-2010 Hits: 682 )

How To Improve Customer Service - by Doug Howardell
Organizations exceed customer expectations by focusing improvement efforts in three areas: customer friendly processes, employee commitment to customer service, and customer dialog according to Eberhard Scheuing in his book Creating Customer s for Life. Each of these three areas has an internal component and an external component. (Added: 14-Apr-2001 Hits: 894 )

What Makes A Customer Loyal? - by n/a
Two reasons given for customer loyalty are good price and the 'my little secret' angle. But this article states that customer loyalty remains as long as the product or service is reasonably priced and convenient for consumption. Read why the author of this article thinks that today more than ever, good customer service is essential for a corporation's survival. (Added: 2-Nov-2004 Hits: 618 )

The Impact of Conflict Management Training on Customer Service Delivery - by Rosanne D'Ausilio
This article stresses the importance of training within a company to improve customer service. Recent research has demonstrated that Conflict Management Training can significantly reduce stress, improve employee performance, increase customer satisfaction, and do so in a timely fashion, thus having a positive impact on the bottom line. (Added: 15-Nov-2004 Hits: 421 )

Customer Service Doesn't Cut It Anymore - by Roger H. Humley
The bottom line of this article is that any business that figures out what their customer wants and then provides can win at business. This articles lists the key characteristics that a customer needs to experience in order to stay loyal and increase profits. The following charactertics are discussed in detail: tangibles, reliabilty, responsiveness, assurance, and empathy. (Added: 2-Nov-2004 Hits: 682 )

Customer Service For The Affluent - by Donna Siegal
Yes, the rich are different according to the author of this article. That is, they expect different things as a result of giving their business to one establishment over another. This article presents several reasons why affluent customers expect a special level of customer service and how a business interested in catering to those special needs might go about ensuring the affluent client's satisfaction. (Added: 2-Nov-2004 Hits: 553 )

Customer Service: 5 Tips for Building Trust and Rapport - by Joe Boe
Have you ever had a sale that didn't close and you weren't sure why? The key is to build trust and rapport with your potential customers. Improve your sales by learning how to earn your prospect's confidence. (Added: 13-Dec-2004 Hits: 903 )

The Problem Customer (Part 4)...Newsletter - WJSchroer Company - by WJ Schroer
In this fourth installment of our article on the Problem Customer, we pick up our story at the end of the three Rs. That is, three principles for dealing with a customer when the Library or staff of the Library have made an error. These R%u2019s include Recognition, Recovery and Redress. You want to make sure that in your library, when either the library makes an error or a staff member does, your 3Rs kick in to help create problem resolution and build loyal customers. In case you came in late you may wonder why during a discussion of the %u201CProblem Customer%u201D we are talking about errors made by the Library. In dissecting the genesis of %u201Cproblem customers%u201D we find they often evolve from one or more incidents of poor customer service that were subsequently handled badly. The point? If you can eliminate customer service problems...or at least be able to recover from the errors you do make, you will minimize the opportunity for Customers with Problems to evolve into Problem Customers. (Added: 14-Dec-2004 Hits: 595 )

Social Media? Are you Truly Ready? - by Richard Natoli
Social Media and Customer Service. (Added: 18-Aug-2011 Hits: 294 )

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