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Contributed Articles

Recognize Your Customers If You Want Their Trust

If you want a customer to trust you, treat the customer the way you’d like to be treated yourself, if you were the customer. This doesn’t mean giving your product away at a loss, nor does it mean never disagreeing with a customer. What it does mean is asking yourself at all times whether you would consider your own actions “fair” if you were on the other side. Is this the way a friend would treat a friend?
[Full Article]   Feb-24-2013

 

Could You Offer a Service Experience Guarantee?

Lifetime warranties are a common feature in the product world. These covenants essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your complete satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in the quality of a product. What would a lifetime warranty look like for a service?
[Full Article]   Feb-24-2013

 

Frightful, Not Delightful: Tales of Terrible Customer Service

Delighted customers revel in positive retailer interactions, form a bond of trust between themselves and the retailer, and can communicate their satisfaction to others. And they return for more. With this in mind, I developed a list of five service pitfalls to avoid in the road to acquiring delighted customer, highlighted by testimonials from shoppers themselves.
[Full Article]   Feb-24-2013

 

5 Tips for Effective Contact Center Scripting

Scripting contact center conversations can leave customers feeling like companies view them as a number. Experts share tips for writing effective scripts that deliver a relevant experience for customers.
[Full Article]   Feb-24-2013

 

Great Employees Are Not Replaceable

One of the most important lessons I learned during my years as a CEO was that great employees are not replaceable. It isn’t the technology or the product that make a company great, it’s the people. And companies who see their good employees as “replaceable” are wrong. Good employees are not replaceable. Let me clarify what I mean by “replaceable.” Can a company hire someone to fill a position to replace someone else? Of course they can. In today’s market, the world is ripe with candidates who are eager and willing to take the job. But putting a behind in a seat doesn’t replace a great employee. It simply puts a new behind in a seat.
[Full Article]   Feb-17-2013

 

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