Power of Language Over time, the effectiveness of an apology has diminished, because in our society, an apology is often automatically offered without thought, without specifics and without reflection. The result is that often, when you apologize, and expect to have the other person react positively, that person doesn’t. Part of the cause is a…
Category: Customer Service
Pretty much all of us have customers, even if we don’t directly interact with those that can affect our work and mental attitudes. In this section we’ll cover primarily how to deal with the DIFFICULT customer, but how to prevent angry situations from escalating.
You Can Win By Referring Customers to Your Competitors!
Referring Customers To Competitors? Smart Business Move The following is an excerpt from Robert Bacal’s book entitled If It Wasn’t For The Customers I’d Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber. It’s particularly relevant to small businesses that focus on a very small niche…
Leveraging Your Cost Free Advantage: Better Customer Experience Via “Small Ball”
Presentation: Free Slide Deck It’s often the case that small businesses exist in a market that includes at least one, and often many other LARGE businesses or chains. On the surface of it, it would seem that the small business is in competition with these giants, but that’s more of an illusion or a poor…
Customer Service Only As Good As What YOU Create
Business owners set the tone when it comes to how customers are treated in a small business. When you see these words: Customer Service, what comes to mind? Speedy service? Low prices? A ‘no-questions-asked’ return policy? Okay, these attributes certainly define some of the aspects of customer service, but speak more to the overall company…
Free Sample Chapters: Perfect Phrases For Customer Service (2nd Edition McGraw-Hill)
Limited Time Only Get your free 60 pages from Perfect Phrases For Customer Service, by Robert Bacal, 2nd Edition published by McGraw-Hill THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You’ve heard it a million times: “The customer is always right.” But let’s face it–sometimes the customer is misinformed, confused, or…