Letters or E-mail: Which, When, and How
The responsiveness and ease of communication made possible with e-mail is changing and continues to change how and when we communicate with clients. There are times to use letters, times…
Customer Service
Four Ways to Motivate CSR’s A Guide to Getting Wow Performance
Mary Sandro helps companies and professionals achieve results through effective presentations, exceptional customer service, and innovative hiring techniques. She is available to speak on these topics. For more information visit…
Creative Customer Service How Far Will You Go to “Wow” a Customer?
Mary Sandro helps companies and professionals achieve results through effective presentations, exceptional customer service, and innovative hiring techniques. She is available to speak on these topics. For more information visit…
Superior Service Doesn’t Just Happen, It’s a Process
No matter what your company does, you are in the business of providing customer service. If you take a look at companies that are not doing well or have gone…
Everyone Represents Your Company
Patricia Fripp, CSP, CPAE is a San Francisco-based professional speaker on the subjects of Change, Teamwork, Customer Service, Promoting Business, and Speaking Skills. She is the author of Get What…
Keeping Up with the Vigilante Customer
Patricia Fripp, CSP, CPAE is a San Francisco-based professional speaker on the subjects of Change, Teamwork, Customer Service, Promoting Business, and Speaking Skills. She is the author of Get What…
How to Improve Customer Service
Everyone wants to improve customer service. But exactly what is “customer service” and how do you go about improving it? In this article, guest columnist and customer service expert Doug…
Customer Service Report Cards
Almost every company I deal with claims to give better service than their competition. Interestingly, if you talk to the competition, they also claim to give better service! So who…
Cracking the Egg: Dealing with Difficult Customers
It is easy to work with people you like, and it is even easier to work with people who like you. But that’s not always the case. Sooner or later,…
Customer Service Encounters of the Third Kind
What makes a company successful over the long, long term? What characterizes the service relationship between companies and customers who do business together for decades, even centuries? How can your…
