Customer Service: It's true that a huge part of providing customer service is spent dealing with unhappy dissatisfied customers. In this section we can offer you a variety of ways of defusing hostile customers and settling disagreements so that your client remains loyal to you and your business. We can help you to avoid turning a dissatisfied customer into a hostile customer. You'll learn how to resolve client issues quickly and politely. How can a satisfied customer be considered a dangerous customer? Read the article in this section to discover the answer.

 
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Call Centers (9)
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Suggested Books (10)
Suggested books to help improve customer service

  • “We Can’t Forecast Our Business!”

     By R. Michael Donovan - ADOBE ACROBAT REQUIRED Consultant R. Michael Donovan article entitled “We Can’t Forecast Our Business!” is a statement he has heard countless times in over 25 years in consulting. Donovan contends that most companies are doing forecasting without the right tools, proper training, a defined process and the necessary information to support good forecasting. As a result, the consequence is a significant and unfavorable impact on overall business performance. (Added: 23-May-2001 Hits: 128 )

  • Where's The People Factor?

     By Dave Bowman - It seems organizations are becoming more anonymous and technologically robotic every day. They're substituting machines for people at an ever-accelerating rate. And, when a human being is present, it's so often a low-paid, untrained, discourteous person, at least judging from the quality of service (or lack of it). (Added: 7-May-2001 Hits: 111 )

  • Customer intelligence and retention

     By Ernest Lotecka - Why do most companies' products and services fail in the marketplace? Largely because of focusing on what the companies wanted and knew, instead of what customers themselves knew and wanted. (Added: 21-Apr-2001 Hits: 284 )

  • But Wait, You Promised

     By Charles Fishman - Every company wants to delight its customers. Don't you spend most of your day delighted? (Added: 21-Apr-2001 Hits: 147 )

  • She Reads Customers' Minds

     By Ron Lieber - Alissa Kozuh of Nordstrom.com tries to understand what customers are looking for by analyzing the words they type into the site's search engine -- all 45,000 of them. (Added: 21-Apr-2001 Hits: 170 )

  • How To Improve Customer Service

     By Doug Howardell - Organizations exceed customer expectations by focusing improvement efforts in three areas: customer friendly processes, employee commitment to customer service, and customer dialog according to Eberhard Scheuing in his book Creating Customer s for Life. Each of these three areas has an internal component and an external component. (Added: 14-Apr-2001 Hits: 146 )

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