Agency Operations

Most of us cringe at the complaining customer. However, business organizations should love them. A complaining customer tells you where you can improve. Unlike the vast majority of dissatisfied customers,…

Customizing your marketing and sales promotions may fall under sales or marketing, but I think it also belongs in service. Anytime you can increase value and make the buying experience…

A “dangerous” customer isn’t one that’s physically threatening (that’s a dangerous person), nor is a “dangerous” customer one who has a complaint about you and tells everyone he/she knows. No,…

Most would agree that most people know what good customer service is. People know when they get it. They even know how to give it. Then why is it so…

Creating a truly customer focused and driven environment is not easy. It takes time and training. Employees need to trust that management will stand behind them and not fault them…

Some people just work for a paycheck. Others work for their company and personal fulfillment. Who would you rather be with at work…someone who hates what they are doing, or…

Customers expect more than ever before. Simply satisfying your customer doesn’t cut it these days. You have to go beyond average levels of basic satisfaction. By managing a few of…

Transitioning service staff to sales positions is an up-hill battle at best. There have been many more failures than successes. However, there are some situations where this transition is appropriate…

I have never met an agent who said, “We give mediocre service to our customers.” Every agent prides himself on operating a high-quality servicing agency. There may be no basis…

Here are five great customer service tips that will give any company an advantage over the competition, and more value for their customers.