Ban the Internal Customer

Internal Customer’ is a phrase often heard in business. Usually this refers to one department (the internal customer) receiving work from another department (the internal supplier).

If Not This Time - Perhaps Later

Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say 'Thank you.' My follow-up notes read like this:

What to do When Your Customer is About to Explode

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five proven steps to sanity.

Have You Learned to Savor the Victory

Making a living usually means generating an income, closing a sale or turning in a profit.

Perfect Lives

We quest to shape our perfect lives. The right job, the right clothes, the right weight, the right car.

Understanding How Internal Customers Learn

People make up your business. Without them, there would be no products, communication, management, or customers.

The Airlines Are Suddenly Trying Harder, Top Customer Service Speaker Says

My flight from Miami to Los Angeles the other day was something special. Although the 757 was filled to the gills with passengers, which is a circumstance that makes most flight attendants especially prickly, ours did their best to smile throughout the entire trip and to actually thank customers for their business. Apart from hearing the customary phrase, “Thank you for flying with us,” during the initial announcement, and when leaving the plane, I’ve never heard this reinforcing phrase or anything like it being uttered DURING the trip. One of the flight attendants said, to more than one passenger, “It is nice having you aboard!” When was the last time YOU heard that line? I scanned my memory banks, and I don’t think I’ve heard it uttered once, during a couple of decades of flying quite regularly, says Dr. Gary S. Goodman, top speaker, and frequent expert guest on radio and TV, worldwide.

So, Your Customer Has A Complaint - Part 1

Your customer has a complaint or problem with your company's service or product? What should you do about it?

Business Opportunities: Are We Giving The Business Away?

Is the West losing business to the East or giving it to them? At first glance, it appears that the West is losing the business, but perhaps the truth is not in the appearance.

Is Customer Relationship Management Right for your Small to Mid-sized Business

Customer Relationship Management (CRM) has been a holy grail for Big Business for the past ten years. So what about Small to Mid-sized Business (SMB) applications? If you talk to CRM software vendors they will claim that CRM systems help SMBs become more efficient, drive more sales (your ROI) and increase the accuracy of your forecast. A few consultants have an alternative view: they see CRM as-

Instant Profit Booster - Great Customer Service

Want to instantly boost your profits? Consider how well you're handling your unhappy customers.

Loyal Customers Will Persevere

Businesses need to embrace change as a way of life. Customers may resist the change, but your loyal customers will understand the negative impact associated with not changing.

Call Center Software and Telemarketing Issues

From providing your agents with the proper training to meet customer needs to equipping them with the latest technology to improve their capabilities, maintaining a call center requires a lot of homework.

What is Customer Service? Ten More Things to Remember!

Ask yourself why you love your favourite restaurant. Chances are that you frequent a restaurant because they offer great food and a warm ambience. But what exactly is customer service? Of course, the successful retailer knows that the answer is all of the above.