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Feb28
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The goal as a company is to have customer service that is
not just the best, but legendary. --Sam Walton
The longer you wait, the harder it is to produce
outstanding customer service. - William H. Davidow
You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. -- Jerry Fritz
Forget about the sales you hope to make and concentrate on the service you want to render. -- Harry Bullis
The above quotes came from a great customer service resource website called Customer Service Point. Marjan Steneker, Customer Service Point's owner, offers a free customer service newsletter, articles, books, a great definition of CRM, and a wealth of knowledge on business.
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Feb28
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If you're an employer looking for a customer service professional for your next project or someone looking to start a career in customer service, here are a few websites to check out: Guru.com - employers can find professionals and customer...
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Customer service is not just about providing outstanding service. Customer service is also in the details - how you present yourself and your store. Recently, I was shopping at a major department store in the housewares department and was appalled...
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Feb27
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Entrepreneur.com posted an article last year that tells you 30 Ways to Show Your Customer They're Always Right, which includes a listing of the "magic words" that customers love to hear: "How can I help?" "I can solve that problem."...
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Tonight I celebrate the first show of The Apprentice in 2006. I sit here at the computer watching the show giddy with excitement. I love learning from Donald Trump. It's the next best thing to actually going back to school...
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According to Brad Dakake, customer service in Moldova where he is a Peace Corp volunteer usually consists of people becoming "upset because of the ignorance of the customer." But one particular incident came as a surprise to Brad.... The helpful...
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One of the prerequisites of being a customer service rep is being able to read people's minds. Most customers come to you saying what they want, but it turns out that it's not really what they need. Mary Schmidt, a...
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I believe that customer service is one of the toughest jobs. Not only do you have to deal with a wide variety of customer personalities, you also have to deal with many irate customers. It's not that tough physically, although...
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Feb26
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I live in San Diego where there is a huge Spanish-speaking community. If you speak Spanish, you have a huge advantage - especially in business. As Christine McManus says in her article, Language, loyalty: Speaking Spanish can secure a customer...
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To cut costs, many corporations are looking overseas to outsource customer service call centers as well as other back-office jobs. Is this a good or bad thing? The only complication I see with outsourcing overseas is the language and culture...
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A man by the name of Paul M. English is starting a grassroots movement to change the way businesses do customer service over the phone- or should I say, go back the the old school ways - when humans actually...
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Do you think the customer is the enemy? Are you irritated with people you work with? Do you just want to scream and run away when someone rings the bell for service? I suggest trying meditation and positive affirmations. There...
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When starting a business or reinventing your company, it's important to figure out what your service or product is. But it can't just be any ole service or product. Nowadays, consumers have way too many choices and you need something...
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Feb25
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I love going to seminars because the speakers usually provide much needed inspiration and motivation to be the best that I can be... Here are some upcoming customer service seminars you might be interested in: Steve Beck, founder and president...
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I'm still on the lookout for good customer service stories! Where are you? I know that there are people who are still offering great service....right? Reading all these bad customer service stories is somewhat frusterating and at times annoying. I...
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Feb24
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Customer service training is not just for CSR's anymore. The Scottsdale Unified School District sent employees to a customer service training class yesterday which was taught by Bruce Lange, the general manager of The Westin Kierland Resort & Spa in...
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The Power of One: It only takes one customer to sabotage your business. Today, Ron Graham renews his commitment to customer service because he realizes that one angry customer: - can result in the loss of thousands of dollars- can...
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As a customer service representative you want to remain professional at all times. Maintaining a professional demeanor seems pretty obvious to me, but recent shopping experiences have proven that not everybody is aware of how they are presenting themselves in...
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Feb23
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I was waiting in line at the store to pay today and there was a lady in front of me attempting to return a jacket that she had purchased at another location. The customer service rep told the lady that...
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Communication is important in the business world and even more important when you are dealing with customers. When there's miscommunication within a company regarding a customer issue, it can detrimental to the relationship with that customer. Karen Kari of BestBizCom...
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It's just been announced that Publix Supermarkets is the highest ranking supermarket in customer satisfaction by the American Customer Satisfaction Index (ACSI). They've received this honor for twelve years in a row now! "We're always pleased when our customers are...
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Feb22
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Most great companies have one thing in common. They contribute to the greater good of their customers and to the community as a whole. Companies like Microsoft, Macy's, Nordstrom, and Dove - just to name a few - donate time...
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To business owners: Your service is only as good as your employees make it to be. You can have the greatest product in the world, but if you have terrible service, you're not going to sell anything. That's why it's...
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As an online business owner, it can be a challenge to offer that personal touch with a customer. People who shop online don't normally buy the first time they visit a website. Here are some ways to interact with your...
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When you find a great place to shop or receive exceptional service from a customer service rep, don't you usually tell your friends? I know I get excited when I come across bargains or a beauty product that works wonders. ...
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I don't like to use the word "sell". For me, it denotes the idea of just wanting to make money. When I was a real estate agent, I used to say that I didn't like selling homes. A very successful real...
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Feb21
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I came across a post about a service experience in China and I began to wonder how customer service is in different parts of the world. If you have a story to share, I'd definitely like to hear about it. ...
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It's inevitable that things will go wrong at times. Life would be boring if everything went right all the time, eh? It's when things go wrong that our chararcter is tested. We can see how we handle adversity and try...
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Wherever I worked, there was always that one person who always complained. "My feet hurt!" "I'm tired of all these crazy customers!" "That customer is making me kiss her feet!" (Well, not exactly those words - but yes, customers did want the...
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Today Insurance Journal reported that Citizens Property Insurance has closed more than 90% of claims for victims of Hurricane Wilma, and over 91% of total hurricane claims, including hurricanes Dennis and Katrina. I would call that great customer service, eh?...
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Yes, technology is moving at the speed of light. I can't seem to keep up with all the new gizmos out there...iPods, portable DVD players, phones that pretty much do everything for you. With CRM, it's the same way. Many...
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Feb20
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Yesterday I complained about reading bad customer service stories all the time....and I guess I spoke too soon :) Well, Sears, today you receive the award for... Monday's Good Customer Service Story! Today's tale is told at FreeMoneyFinance. After reading...
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Each of us probably has our own opinion of what good customer service is. For me, a good customer service experience in a store would include: A happy greeting - like when your dog greets you at the door...
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If you're just starting out as a customer service rep, or looking to improve your customer service skills, there are many companies that can provide training for you or your employees: Telephone Doctor - Founded by Nancy Friedman - offers...
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Some managers underestimate how important a customer service rep is to their company. Just about anybody can help customers, but only an elite few can actually provide excellent customer service. There's a difference - and it's important to ask the...
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Feb19
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Today I went to the local swap meet to help my friend at her Avon booth. I'm fairly knowledgeable about Avon products, but was stumped by a question from a customer, and my friend had left me alone for an...
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For the past few days I've been scouring the 'net looking for one good customer service story. I searched page after page and blog after blog....and today I check out my Bloglines folder for "Customer Service". A miracle! Finally -...
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Feb18
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I thought I was going to take the day off from "customer service", but tonight as I washed the dishes after dinner, I got to dreamin' and philosophizing - as usual. I thought to myself, Gosh, can you just imagine...
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Feb17
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Nothing is more frusterating to a customer than not receiving a service that was promised. Don't promise something if you're not sure you can deliver! Be realistic about what you can provide and don't just say anything because you think...
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That first sentence is probably the most important sentence you will say to a customer. When I first started in retail, my idea of greeting a customer was folding my arms and completely ignoring them. No joke! I had no...
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"I provide extraordinary service and reap rich rewards" This is an affirmation that Chellie Campbell provides in her book, "The Wealthy Spirit: Daily Affirmations for Financial Stress Reduction," which I highly suggest not only because she shares her wisdom and...
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One of my favorite business books of all time is The E-Myth by Michael E. Gerber. I've learned so much about how to build and manage my own business by reading this book. In the book, Mr. Gerber talks about...
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Most of the Internet world is starting to catch onto the latest trend in Internet marketing: The Blog. Blogs are popping up by the millions thanks to websites such as Blogger, Typepad, and Wordpress - just to name a few. ...
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Feb16
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Customer service is something that everyone within an organization should be committed to. This commitment starts from the top with executives and managers. Do they practice what they preach? Do these top level people set the tone and display a...
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If you feel like heading to Bermuda this spring, you can take some seminars that can help improve your customer service skills. Laura Boyd-Brown, President of Sapient Management Consulting, will be on the island to lead two different courses: Professional...
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Genesys announced today that Travelocity has implemented Genesys contact center solutions, including enterprise routing and computer telephony integration (CTI). Integrating the Genesys solutions with existing Travelocity system will give Travelocity the ability to provide more efficient customer service. “Travelocity is...
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Have you ever signed up to receive information or a newsletter from a website, only to be bombarded with emails that are always trying to sell you something? I believe the fastest way to lose a customer is to consistently...
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Feb15
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Horror stories about cellphone companies are running rampant across the internet. "The chronic problems for cell phone customers are service and billing," says David Heim, deputy editor of Consumer Reports. It's time for consumers to fight back! After attempting to...
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Building customer relationships is a business skill I learned from working at Nordstrom. As a sales associate, we were taught that the key to making money was to bond with customers and maintain a relationship with them by staying in...
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This lesson covers both topics of customer service and selling because as we all know, they go hand in hand. It's been said that customers only see 30% of the products a vendor has to offer. It's your duty as...
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I'm a philosopher at heart, so as I sat here at my computer "philosophizing", a question came to mind, "When Are We NOT a Customer?" We are all consumers. We eat, so we are a customer of a grocery store. We drive...
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Feb13
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Many customers want the world from you. You're in the business of helping people and customers do look to you for help. If you're not helpful, it can bring out the monster in them. The Customer Service Reader goes in...
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The PRNewswire reported today that the annual Hornstein Associates survey shows a decline in customer service response from major companies. Companies such as Microsoft, GE, Toyota, Coca-Cola, IBM, and Wal-Mart were sent this email: What is your corporate policy regarding...
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I always say that it's what you know, not who you know. This philosophy carries over to customer service as well. Learning and reading as much as you can about customer service will give you the advantage over your competitors...
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I shopped at Macy's this weekend, which I think is a great department store. However, my cashier didn't seem particularly happy to be working there. Maybe because it was Friday and she had worked all week? I wanted to give...
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Feb12
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I sometimes shop with FireMountain Gems for beads to make jewelry for my clients. I love that they offer a 24/7 customer service line and I also love that they always throw in a free item as a way of...
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In-N-Out is still #1 in my book when it comes to customer service. I ate there for lunch yesterday and when I walked in, I wasn't surprised to find a full house. It was literally standing room only. All the...
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Feb11
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The struggle of General Motors Corp. occupies the front page of this month's issue of Forbes Magazine. I skimmed the somewhat long article and read about GM's bankruptcy issues in the past and present, the decline of their market share,...
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We're turning into a high-tech world. From cell phones to TV's and multi-media machines, people are wanting more for their money and companies are working hard to the people what they want. Take Sony's latest version of the Playstation, PS3,...
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It's a bold statement to make, but it's true - pharmaceutical companies ARE killing their customers. You turn on the TV today and every other commercial is trying to sell you a pill - a quick fix for your problem...
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CRM is a strategy and involves not just the customer relations department of the company, but encompasses all aspects of the business. Since my first posting on CRM, I've learned that not only is CRM just a database of information...
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Notice that I said SOME and not ALL complaints are good for business. Face it - not every business is perfect, especially in the beginning when you're trying to work out all the kinks. There's usually one aspect of the...
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Feb10
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It seems like poor customer service is spreading like the flu these days. If you're looking for help, DestinationCRM.com is hosting a free, live web event called "The Costs of Failed Customer Service". The webinar will help you strategize your...
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There is buzz that Netflix is "throttling" their very active subscribers, which has resulted in some very unhappy customers. It seems that these heavy renters are cutting into the company's bottom-line and now these customers are ending up at the...
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Feb 9
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Are you looking for a place to complain about your cable company? Did you have a bad customer service experience and want to tell your story? There's a place for you: MyCableNightmare.com. MyCableNightmare.com is a nonprofit organization that takes a...
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I believe that taking care of your employees produces happier employees, thus your customers receive great service. I'd like to give Kudos to a couple companies I know of that takes care of their employees: Travelodge - I worked at...
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Nothing is more annoying to me than not being greeted by someone when I enter a business establishment. Today I went to the check cashing place to purchase a money order. I walked in and the first lady behind the...
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Feb 8
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Over at the Customer Development Center,Tim Whelan provides a very thorough explanation of CRM with the pros and cons of using it in your business. He recommended reading an article he wrote, "What Business Management and Owners Should Know Before...
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Feb 7
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Every time I need a pick-me-up, I go the Starbucks down the street from my house. I got there not just for the coffee, but for the energetic, nice, and happy employees. There's one guy that always shares jokes with...
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Feb 6
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The internet has been termed the "information highway". People want information. Everybody's scouring the web looking for some kind of information and not everybody is buying... yet. Provide helpful information and resources to potential customers. Updating your website with content...
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It's vital to any business to have some kind of system to keep information about customers. This is especially true with large corporations that interact with millions of customers from around the globe. This is where CRM technology comes in. ...
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