Category Archives: Customer Service

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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No Good Deed Goes Unrewarded

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Today I made my semi-annual trek to Sam's Club to lay in supplies for the last half of the year. I try not to go any more often because I am not a fan of warehouse stores. I do appreciate good savings. A close friend and I make this trip together and then treat ourselves

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Good Business Etiquette is Keeping Your Cool When the Customer Gets Hot

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A day in the life of a businessperson can be rewarding and satisfying or it can be frustrating and stressful.  When things go wrong, some people lose control.  Holding emotions in check and reacting professionally under fire are not always easy.  It is particularly difficult to be nice when people are not being nice to

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How Do You Show Customer Appreciation?

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Just the other day I had two extremely different experiences with customer appreciation. One was good; the other not so. As a business etiquette expert, I may be unusually mindful of how business people treat their customers and clients. I love good examples of customer service. I much prefer to experience, to write or to

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Technology Has Us on Auto-Pilot

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This morning the phone rang. That in itself was a surprise since I am now more accustomed to hearing the little beep that signals an email message or a text has arrived as opposed to the sound of my phone ringing. I used to welcome phone calls because they meant I was about to be

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Customer Service Opportunity Missed

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During the month of June, I must have qualified for the "Frequent Flyer of the Month" Award. I flew over twenty segments (separate flights) presenting “Excellence in Etiquette” to clients across the country. When I mention this to friends and associates, their response is always, "It must be exhausting to work like that."  The work

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Whatever Happened to Customer Service?

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It happened again. Just yesterday I experienced one more glaring example of customer indifference. Please don't misunderstand.  I am not referring to indifference on the part of the customer.  I am talking about indifference on the part of the clerk. I had made my almost daily trip to my neighborhood grocery.  I wish I were one

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