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Kate Zabriskie

Understand the True Meaning Behind What Customers Tell Us

By Kate Zabriskie In the world of sales and customer service, what people say and what they mean are not always the same thing. Unfortunately, many of us are listening impaired when it comes to getting to the heart of our customers’ messages: “Maybe in six months.” “I’m just looking.” “I can get it on […]

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Kate Zabriskie

Be a Customer Service Contender

Why Most Customer Service Isn’t as Good as It Could (or Should) Be and What You Can Do About It By Kate Zabriskie “We need to improve our customer service. Get someone in here for an afternoon to fix these people.” “We’re busy. I may be able to spare a couple of people for a […]

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Kate Zabriskie

Got Business Manners?

Putting Your Best Foot Forward for Better Customer Service By Kate Zabriskie Consider the following scenarios: I sat there and watched the two of them completely engaged on Facebook. Never mind the fact that I’m a customer, and they are supposed to be helping me. The sad thing is: I’m not sure that they even […]

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Peter DeHaan

Providing Quality Service

Growing up, I remember a radio commercial with the tag line, “Service sold it.” Even as a young kid I was able to grasp the concept that providing quality service was a great way to close more sales and gain new business. Over the years, I have heard this mantra repeated, again and again, either […]

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Joe Curcillo

Lessons in Communication Learned from Irate Customers

By Joe Curcillo Boss Deborah is sitting in her office reviewing monthly reports as she listens to routine bustling of her staff. Suddenly, she hears a single voice amidst the regular noise. It is Mary, her secretary, attempting to get a word in as she deals with a rather stubborn and authoritative customer. The call […]

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Todd Cohen

Sales Culture and Customer Service: Perfect Together!

By Todd Cohen Building a sales culture and creating a culture of exceptional customer service are closely linked but they are not the same. In fact, great customer service is a vital subset of a great sales culture—two processes that fuel one another. You cannot truly have one without the other. A sales culture means […]

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Peter DeHaan

Is Customer Service a Phone Call Away?

By Peter Lyle DeHaan , PhD Today’s younger drivers have never had the experience of pulling into a gas station and having an attendant run out to fill up their car with gas. When it comes to fueling their vehicles, all they know is self-service. I have a vague recollection of that time. When first […]

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Peter DeHaan

Choose Your Business Partners with Care

Conference planners sometimes ask me to sit on a panel. The common format is that each panelist makes an initial presentation, followed by a Q&A. Other times the presentations are longer, with no time for questions. Most of my panel experiences have not been positive. For my first one, my fellow panel members dismissed my […]

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Peter DeHaan

A Timely Phone Call Can Make All the Difference

By Peter Lyle DeHaan , PhD Recently I experienced poor customer service and great customer service. Both happened the same day; both came from the same organization. By choice I bank locally. My bank has a main office and two branches. For twelve years, I’ve always used the same branch. When I make a deposit, […]

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Bob Phibbs

The Hell Zone: Getting Ahead of a Customer’s “No, I’m Just Looking”

By Bob Phibbs Were you ever picked by a teacher to come up in front of class when you weren’t prepared to speak? It felt like hell, I bet. There’s an area of your retail store potential customers will avoid; it is the first eight feet after your doors. Some call it the decompression zone, […]