How COVID-19 changed customer service – and what you should do now
B2B customers’ buying habits and interaction expectations changed quickly in the face of COVID-19. Here’s what they expect now –…Click to continue
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There are 4 types of customers: How to treat each one
Selling is similar to gambling in many ways. Success in both business and gambling requires good information, steely nerves, patience and the ability to stay cool.
The 11 best things to say to customers
Here’s the good news: For everything that can go wrong in a customer conversation, a whole lot more can go right.
23 of the best things to say to an angry customer
An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do?
Category Articles
Customer Service
Why good isn’t good enough – and how to get better
More than two-thirds of customers say their standards for the customer experience are higher than…
Communications
11 things you should never say to customers
The wrong words can derail a customer experience in a flash. To avoid the crash,…
Sales
9 skills customer service pros need to sell
Your service professionals – who probably have more contact with existing customers than salespeople –…
New Research
Why good isn’t good enough – and how to get better
More than two-thirds of customers say their standards for the customer experience are higher than…
Customer Loyalty & Retention
5 ways to gain life-long customers
Legendary customer service expert John Tschohl shares his five most important rules on building relationships…
Customer Experience
How to help customers in a crisis
In a crisis, customers are on edge more than ever. It’s even harder to keep…
Social Media
How self-service fails customers – and 4 ways yours can deliver success
Most customers use self-service. But most of the time self-service fails them. Here’s why –…
Closing
Customer loyalty depends on the answers to these 6 questions
Customers have infinite options, so why should they continue to choose you?
