Category Archives: Customer Service

Mind Your Manners Especially When Complaining

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I watched in dismay as the man ahead of me in the grocery store checkout line verbally assaulted the cashier. He had remained silent while the woman at the register rang up his purchase of a single tomato, accepted his money and handed him his change along with the bagged item. Having waited for just

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How Much is Rudeness Costing Your Business?

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Have you ever thought about how much rudeness may be affecting your bottom line? What is the cost to your company when the people who represent you lack proper manners? Do you know how many clients are turned off by employees who would rather carry on a conversation with each other than with the client?

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Telephone Etiquette is Crucial to Customer Service

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Telephone etiquette is a critical ingredient to making a positive first impression.  Make sure that you and everyone else who has access to your clients by phone know and practice professional courtesy. A training session on telephone etiquette is one way to insure consistency and professionalism. Make no assumptions—not everyone has appropriate manners. Whoever answers

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Please and Thank You – The Most Powerful Business Words

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In just about every language in the world, there are words for saying “please” and “thank you”, but there are people who seem to have forgotten them or simply dropped them from their vocabulary altogether.  In business and in personal life, using those few phrases and the body language that reinforces them, adds to your

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Customer Service Means Taking The Heat

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Customer Service Are you good at taking the heat when your customers lose their cool? Have you ever noticed that no matter how hard you try to please and provide good customer service; there are people who seem determined to be difficult?  These people get downright cranky or out and out

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How Do You React to Poor Customer Service?

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How often have you encountered a surly sales clerk or a sour server? Unfortunately, most of us find ourselves on the receiving end of poor customer service more frequently than we’d like.  Some people just seem to show up for work in a bad mood. Like your mother used to say, “They act like they

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Good Manners Equal Good Customer Service

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Do you think that good manners and customer service are one and the same?  If you answered “yes”, you’re right.  Isn’t it amazing how many people don’t seem to understand that today? Everywhere you turn, there is someone with a horror story about customer service. Any businessperson who doesn’t believe that good customer relations are

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The Business Apology: How to Say You’re Sorry

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Today there was an article in my local paper, the Savannah Morning News, about a new restaurant in town. While this recently opened establishment, Cotton and The Rye, is getting rave reviews for its cuisine, this article was touting their outstanding customer service. It all had to do with the art of the business apology

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Customer Service Training Pays Off

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How many times have you been the victim of poor customer service? At one time or another, we've all been on the receiving end of bad manners. Perhaps when you walked into a store,  the salespeople were more interested in finding out what each other had done the night before rather than helping you. Maybe

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How Long Are You Keeping Your Customers on Hold?

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Waiting for customer rep When your customers call, do they hear, “Thank you for calling ABC Company. Your call is very important to us. Please stay on the line and the next available representative will assist you.” ? While the customer is waiting, the clock is ticking. Time goes by, and

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