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CompleteMarkets Editor
Articles authored by CompleteMarkets Editor
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CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...
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With e-mail we're limited to words. Another challenge is that we can never be certain that the person with whom we think we're corresponding is actually the person they say they are. Mike Manes shares a lesson he learned about poor customer service.
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CUSTOMER SERVICE: IT'S NOT ABOUT TECHNOLOGY by Ed Higgins One interesting observation about technology applications is that agents have focused strongly on improving efficiency. M...
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CUSTOMER SERVICE: REALITY CHECK by Mike Manes Mike Manes presents a series of episodes that he observed in a single week while visiting his mother-in-law during a rece...
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CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...
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CUSTOMER SERVICE: THE FIRST IMPRESSION by Skip Hyken It takes eight to 12 good experiences to make up for a single bad impression. To renew the confidence in a customer, yo...
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CUSTOMER SERVICE: THE WOW! FACTOR by Shep Hyken The Wow! factor boils down to one thing: Exceeding the expectations of the customer. It goes beyond great customer service. In ...
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CUSTOMER SERVICE: WHOM SHOULD YOU lsquo;WOW? by Steve Anderson Ive been reading quite a bit lately about how to create a customer experience that will WOW clients and k...
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CUSTOMER/PROSPECT CORRESPONDENCE: CHOOSE RIGHT WORDS TO CONVEY RIGHT MEANING Poor word choice in customer correspondence can alienate prospects and customers. Additionally, jargon can be misint...
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CUSTOMERS: COMPLEXITY, INTANGIBLES, AND INSURANCE by Chris Burand During the past few months, regulations have been proposed that would require agents and brokers to provide clients co...