Recent events have brought the focus back on how to deal with hostile customers situations. In order to deal effectively with such events, we must first address the question of why some people get to the point of violence and how anger begins and builds. Seldom do people act violently out of the blue, [...]
March 9th, 2011
Putting a Price Tag on a lost customer
In today’s world, customers have more choices than ever in the marketplace and Internet has given them an outlet for expression. If the experiences they have with our company become too difficult or don’t provide enough value for them, the company loses them as a customer and as a potential advocate. Customers leave for [...]
October 18th, 2010
How good a service provider are you?
What differentiate good from exceptional service? Think about your own experiences of customer service when you were a customer and why they were so good (or so bad!). It is the extreme ends of customer service that people remember most and talk about for a long time afterwards – the parts that create very strong [...]
April 7th, 2010
Managing a Talkative Customer
You know who they are. They call on your busiest day, when you’ve got lots of calls to return, an important deadline to meet, and that project to complete. They’re the callers who don’t want to end the call, the ramblers, the storytellers. They want to tell you about their lives, their coworkers in [...]
