Customer Service Training Tips, Best Practices, and Horror Stories

With more and more competition in almost every industry, communicating the traditional competitive advantages is slowly eroding (ex. “we provide great customer service”). Organizations are looking at what some are calling the new “competitive battlefield” or customer experience. Customer experience is so much more than providing exceptional customer service. What is the difference between the two? Read more

Do business people really say these things?

It is shocking what I hear businesses say to customers that reek of bad customer service. The same business will say, "We have great customer service." or "We pride ourselves on having the best customer service." Unfortunately, these businesses don't realize they actually have a problem with their staff NOT providing the kind of service the owner thinks is being provided. Read More...

What does customer service have to do with sales and marketing? EVERYTHING! Companies who provide ongoing exceptional customer service often spend half the money in marketing and attain twice the results. Additionally, properly trained salespeople who have exceptional customer service skills are more likely to close the sale. Read More...

For those who like to make web inquiries, there is nothing more frustrating than making a web inquiry and never hearing back from the company with which you made the inquiry. If you are a company spending valuable marketing dollars to drive traffic to your website, make sure you have someone responding promptly to web inquiries and make sure it is someone good in customer service! Read More...

Common questions people ask me are usually the 5 W's and H of providing exceptional customer service (who, what, where, when, why, and how). My last blog was on why is exceptional customer service so important? This final blog in our series of six is the how.

How should exceptional customer service be provided? Making sure your staff is properly trained is most important. Here are some tips to get started. Read More...

when, why, and how). My last blog was on where should exceptional customer service be provided? My last two blogs in the series of six will cover the why and the how.

Why should exceptional customer service be provided? This is an easy question to answer. Read More...

Common questions people ask me are usually the 5 W's and H of providing exceptional customer service (who, what, where, when, why, and how). My last blog was on where should exceptional customer service be provided? The next few blogs will cover each topic in detail.

When should exceptional customer service be provided? Every time you have a customer interaction, be it on the phone, through your website, in-person, or by email. Read More...

Common questions people ask me are usually the 5 W's and H of providing exceptional customer service (who, what, where, when, why, and how). My last blog was on what is exceptional customer service? The next several blogs will cover each topic in detail.

Where should exceptional customer service be provided? That seems like an odd question at first. But, it really isn’t. Customers need to receive exceptional customer service everywhere along the customer transaction cycle or throughout the entire customer experience. Read More...

Common questions people ask me are usually the 5 W's and H of providing exceptional customer service (who, what, where, when, why, and how). My last blog was on who should provide exceptional customer service and to whom? The next several blogs will cover each topic in detail.

What is exceptional customer service? Someone said to me once, “I provide a product and not a service so does customer service apply to my business?”  Absolutely – it doesn’t matter if you provide a product or service, for a business to be successful and grow market share, you must provide exceptional customer service. Read More...

Common questions people ask me are usually the 5 W's and H of providing exceptional customer service (who, what, where, when, why, and how). My next several blogs will cover each topic in detail.

Who should provide exceptional customer service and to whom? "Oh, that's the customer service department." is what I hear, but it is not the customer service department. It is Read More...