1. Make your customers feel important. Call your customers by name. Ask about their families, vacation pla
If we asked your managers and your front-line employees what makes your company different and better, what wou
Most businesses say it’s their customer service that sets them apart. How many times in the last 30 days hav
Different needs motivate different people. Some of us are motivated by power, others by the need for achieveme
The “Magic Formula” for creating a customer-focused team = A + B + C + D + E . . . . What? There real
Every customer who either walks into or telephones your business has a need. If your employees satisfy your cu
Who doesn’t like change? At the beginning of almost every training session I ask for a show of hands from
These are challenging times for customer service. Not just because of the economy, but because communication
Haven’t most of us heard one of our elders say, “Practice Makes Perfect!” The wisdom of our elders mos
For most utilities, product knowledge and experience are important to both the company and the customer. And