UNLEASHING THE POWER OF CUSTOMER CARE by JoAnna Brandi Do we know who our customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do...

USE ONLINE TOOLS TO ENHANCE CUSTOMER LOYALTY by Patricia Berry We know that effective service increases the lifetime value of a customer by escalating future sales through repeat...

USING THE PHONE by Mary Beth Bolen When your phone rings, you may or may not know who is at the other end of the line; you'll only know for sure if you have a receptionist skilled in the art of...

VALUING YOUR CUSTOMERS: PART II by Jack Burke The previous article discussed the purchase of a new television and my impatience when it came to waiting for delivery. I can now report that...

WALKING THE TALK: WHEN AN AGENCYS SERVICE STANDARDS FAIL by Al Diamond Every agent with whom we speak tells us that their primary product is service. The agency provides such a high leve...

WHAT DO CLIENTS NEED? THAT DEPENDS ON THE CLIENT by Mary Beth Bolen Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the ex...

WHAT GETS MEASURED GETS DONE: ENHANCE INTERNAL SERVICE by Troy Campbell A common complaint from customer service representatives is: 'We are ordered to provide excellent service, but when ther...

WHAT MAKES YOU SPECIAL? by Pegi Flahault 'So, tell me a little about yourself.' Remember how important an intelligent and succinct response to that question was when you were out job ...

Far from just another sales technique or gimmick, Productive Selling Attitude (PSA) is a fundamental approach to making sales.

PSA is emerging from a clear understanding of how customers think, as well as from the expectations of suppliers and vendors.

Only those who are brutally honest with themselves really make it in sales - this means admitting that it is getting more difficult to "make the sale."

The obstacles to success are everywhere. Automated telephone systems serve as an impenetrable wall. The fear of making a wrong decision creates endless delays and false starts.

No matter how hard you try, customers will find fault with you or your staff. How you handle those complaints will determine your account retention and customer satisfaction rate. Here are three key guidelines to help the cause.