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.
Case Study: How Efforts To Increase Website Engagement Can Backfire — Winning the Battle, Losing…
Acme is an online book store and publisher, with a relatively successful and profitable website. Their daily traffic runs at about 3,000 unique visitors a day, and while they don’t sell a ton of books the website is a profitable…
The Power of Apology Done Right: Sincere Versus Fake
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…
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…
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…
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…
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:…
