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Profit from a Customer Service Recovery Program A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category of customer service. The Marvelous World of Metaphors Recognize metaphors from every angle and round up moreinsight into your own innovation. Nobody can do it better thanyou can!A metaphor is a figure of speech in which a word or phrasethat means one thing is used to describe an object or ideasto which it is not literally applicable -- a ship is said to plow the sea. And The Difference is... Attitude I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, "Hello Mr. First Contact: The Source of Customer Loyalty With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty. Reducing Customer Resistance to Your Product or Service Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business. There are many reasons for feeling resistance including fear of new things or change, fear of failure or success or even fear of not being perfect. How to Succeed in Business Without Compromising Your Integrity I spent some twenty years in the corporate world, for much of it I was not particularly interested in spirituality. It was a world where profits reigned supreme, often with little respect for the rest of society. Renewing Customer Loyalty Every business loses customers, but not many do much about getting them back. And that is a big mistake. Dealing with People - Words to Avoid You probably realise how the wrong tone of voice andnegative body language can cause problems when dealing withother people, particularly customers and staff. However,using the wrong words can also cause problems. Create Win-Win Deals With Your Competitors In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. Marketing as a Spiritual Practice "Marketing as a spiritual practice." It sounds contradictory - how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that marketing isn't all about struggle, jargon, tricks or gimmicks, spiritual practice is the very root of success. The death of customer servie The other day a reporter call to interview me on the "Death of Customer Service". My first reaction was to deny that charge and claim that customer service is very much alive and well. Dont Eliminate The Middle Man - Add One Today, there are situations when we actually add a "middle person" instead of eliminating one for increased service efficiency. If it's cost-effective and demand is high, then proper market positioning will make it a worthwhile endeavor. The Consumer Power While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words. What To Do When Youve Blown It It's bound to happen sooner or later - yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer. Increase Sum in Your Check Account with Follow-Ups We'll be examining what makes follow up to prospects/customers so important on our online world today.Are you familiar with this scenario?Joined an affiliate program with good pay-out. Stay - Say - Pay Would you like to have customers that stay with you anddon't buy from your competitors?Customers that say nice things about your business to otherpeople; pay you on time and accept the fact that you might be a bit more expensive thenother suppliers?Of course you do but how do we perform this miracle? It'sdead easy really; you only have to consider two factors: be Reliable and be Likeable.It almost goes without saying that it's vital to have areliable product or service. CRM = Customers (dont) Really Matter CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life. What Every Employee Should Know About How to See Customers Problems from Their Creative Side Customer Service is a blessing and a curse; a blessing to the customer and a curse to you, the employee. At least so it seems. Customer Satisfaction and the Service Business The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. Customer Service Has Moved Toward Customer Care As I waited for an answer to my VCR inquiry from a stereo company, the recording stated a "customer care" representative would be available shortly. At that moment, I realized it's finally catching on everywhere.
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