Articles with Practical Tips on Customer care

Time to Clear Out Customer Service Winter Blues

While you are putting away your winter clothes and cleaning out all the accumulated dust from winter, make sure to take time to do some spring cleaning around the office or business too. Here are six top tips to revitalise the experiences that they have:

The Honeymoon Should Never Be Over

Romancing your prospects and customers is a good strategy - but it should never end once the contract is signed and you are wedded together. Long term marriages require a lot of hard work.

The Power of Paying Compliments

Paying someone a compliment is so simple and it's absolutely free. Why don't we do it more often, given that it has such a positive effect on people?

Turning Ducks into Eagles

We all know that the best customer service has little to do with systems, processes, loyalty programmes and similar unless you first get your staff on board. The biggest challenge facing you is how you get every person in your company both able and willing to take care of customers. The job of all managers is to turn ordinary people in customer champions – in spite of the fact that dealing with customers is often very hard.

What Do You Give Someone Who Has Everything?

Creating special, magical, personal and memorable experiences for your customers doesn't have to cost a fortune - but you may change their lives - and their loyalty - forever.

What I Learned from the Fire Department

They way the fire department and other emergency services respond to crises can teach us a lot about dealing with customer complaints in businesses. Her are some tips.

What the Heck Were They Thinking?

Companies of do really dumb things that just don't make sense at all. They lose deals because of this, and also risk losing their customers forever.

When 3-Star Beats 5-Star

You would imagine that a five-star hotel experience would be vastly superior to a three-star experience, but occasionally you would be mistaken. What does it take to beat your more expensive and exclusive rivals?

When Customers Go on the Warpath

What happens when a customer complaint explodes and is reported in both the traditional and social media? Companies need to react, or they will pay a heavy price.

When Delighting Your Customers Isn’t Enough

So many businesses want to focus on the glamorous creation of "Moments of Wow!" that will create customer loyalty, but they are hard to sustain and repeat. On the other hand, if companies focused on creating relief and "Moments of Phew," they may find customers love that.

When Rules MUST Be Broken

Rules and bureaucracy are sometimes necessary for the smooth running of your business - but they are incredibly dangerous when they lead to unhappy customers and bad experiences.

Why Is It So Overcrowded in Some Stores?

Managers sometimes don't understand how important is the look and feel of the physical environment of their businesses. In this article we take a look at the problem of using customer space to pack stuff that should be in your warehouse

Why you need to work as hard to keep your customers, as you did to get them

When a business opens its door for the first time, its main focus is getting customers. But what is equally important, and often neglected, is developing a strategy to keep clients.

Would You Tuck Your Customers Into Bed One Night?

Even though some customers are really unlovable, love them anyway. After all, if Richard Branson can tuck them in at night, why not you?

‘TIS THE SEASON TO GO THE EXTRA MILE FOR YOUR CUSTOMERS

With only a couple of weeks to go until Christmas, shoppers are starting to feel a bit stressed by the insane nightmare of mass advertising, crowded shopping malls, overstretched banks, and businesses that never seem prepared enough. As a retailer or store-owner it’s one of the busiest times of the year and a hugely important period that provides the perfect opportunity to give your customers memorable shopping experiences that make their lives easier and spread Christmas cheer. Here are a few little service treats that you can include to get your store ready and get your customer service team into gear to spread some love – just for the sake of it!

2016: Year of the Consumer Snitch

Never waste a good crisis… this advice to business leaders was bandied about during the global financial meltdown and subsequent recession. Well, another crisis is on the way and winners and losers across our economy will be determined by whoever seizes or wastes the opportunity.

Another Way to Rip Off Your Customers

In times like these, companies look for whatever advantages they can in order to remain profitable. But it's a bad strategy to steal from your customers.

Are Delighted Customers Always Loyal Customers?

For a few decades we have believed that having delighted customers translates into the elusive goal of having loyal customers. And while there is a small correlation, sadly, it’s not always true.

Bringing Happiness to Others, We Find Ours

Happiness seems elusive for all of us living in "interesting" times. Few businesses truly and genuinely make employees happy; but most customer-facing people can find ways of doing this for themselves.

C.R.M. Can Be Really Magical – When It Works

Companies spend fortunes on expensive CRM systems, but more often they are used to save money rather than make the lives of customers better. Here's how to make sure it pays off.

Customer self-service

Customers are not always rational, but canny businesses will know exactly what to do to make them come back by giving them amazing service experiences

Elections … The Customer Satisfaction Survey With a Kick

The ultimate customer loyalty survey occurs when we vote for our next government. Just as in commerce, it's not always rational, but at least we get a chance to vote if we are unhappy with the supplier - the political party in power.

First Impressions Really Count

It is often said that "Your attitude will determine your altitude," but what should people who deal with customers say and do to achieve success? Some practical hints about how you come across may help.

How Do You Keep the Excitement Going?

Whenever a company embarks on a process to create a culture that delights customers and creates loyalty, we usually recognise four very distinct phases in the process: Awareness, evangelical, frustration, and performance.

How to save your business from difficult customers

Unhappy customers often show poor courtesy, rudeness and bad behaviour when they are unhappy. Some of the “lesser” bad behaviours include cheap shots, cynicism, and sarcasm, but can also include exaggeration, scepticism, unreasonableness, demanding behaviour, impatience, and some mild swearing and insults. Even though we may not like their behaviour, we need them more than they need us. So what actions can you take when you have a difficult customer?

I Was There!

Positive word of mouth is very powerful for any business, and can be managed. But it doesn't happen on its own. Try some of these ideas.

Is There a Drug Against Rage?

Calming down unhappy and angry customers may not be as difficult as you think. The skill of empathy is probably the most powerful tool you have in calming them down, and connecting with people generally. In this article we examine some hints on how to do it right.

Is There a More Arrogant Company than MultiChoice/DStv?

Cable TV provider Multichoice/DStv have been completely incompetent in resolving a simple customer problem. What can your business learn from their failures?

Less Victims and More Heroes Needed

All companies can learn lessons from the way in which hotels deal with their customers. Some are very positive lessons, but some come out of really awful experiences.

Lobster Was Once a Prison Food!

It's always amazing how customers perceptions of value influence their purchases. You can influence these in a very powerful way.

Miao! & Woof! How to Deal With Pets in Your Business

When customers come into your business bringing their pets, it can create problems for you. Here we examine some possible solutions to avoid trouble

No Company is Untouchable Anymore

It is impossible to keep a lid on lies and cheating. You can post your version of events on your web-site. You can release a press statement. It doesn’t matter. By the time you react, considerable reputational damage will have been done. The public will remember - you can’t eradicate the damage with a corporate statement. Trust has broken down, and as citizens and customers we have come to the point where we don’t even trust the news anymore.

No, You CAN'T Have It All

In today's turbulent times, many companies are cutting back on quality and service. If customers think that prices don't show the same decrease, you will get into trouble.

Please Pick Me!

The enthusiasm of small children in a classroom can also inspire people in business. How can we get adult employees to imitate the energy of children whose teacher asks a question and the little hands all shoot up?

Problem Recovery, the Maslow Hotel Way

It really doesn't take very much to recover from something that goes wrong. Here are some ideas from a potentially disastrous experience at a hotel where the managers and staff took action which guaranteed successful resolution, and becomes the stuff of legend.

Romance Your Customers

Most businesses insist on using the "spray and pray" approach to marketing, which is the equivalent of marching up to all the women in a single's bar and proposing marriage. Those days are over, and it's time to learn the new rules of engagement.

So Who Gives the Best Service?

Who are the people that give the best service? Are there some lessons to be learned about different people? And is there a list of characteristics of people who are good with customers?

Sometimes Self-Service is the Best Service

The world of customers seems to have become awfully complicated, but there are lots of ways in which you can reduce their effort and simplify their lives.

Stop Trespassing on My Real Estate

Companies today are looking for any way to promote mass advertising, and they are using the internet to do so. They are making more enemies than friends by pushing unsolicited and unwelcome adverts everywhere.

Is the World Really That Bad?

The world is seemingly filled with bad news - but that is not always true. Your business can delight customers by reminding them about the good news.

Should I Stay or Should I Go?

How to deal with the inevitable delays and queues that keep customers waiting in frustration