Customer Satisfaction Guidelines
How do managers know how customers are being treated? When you aren’t around or within earshot, how do your really know how your people are responding to your customers? You…
VU Resources
When Your Customers Come Calling The Art of Exceptional Telephone Manners
Part 1 of 5: Why Telephone Manners are ImportantThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor product. Yet,…
When Your Customers Come Calling The Art of Exceptional Telephone Manners
Part 2 of 5: Don’t Undervalue Your ReceptionistThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor product. Yet, it…
When Your Customers Come Calling The Art of Exceptional Telephone Manners
Part 3 of 5: 13 Telephone Rules for EveryoneThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor product. Yet,…
When Your Customers Come Calling The Art of Exceptional Telephone Manners
Part 4 of 5: The Right Way and The Wrong WayThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor…
Retention of Accounts
Our articles are usually focused on sales and practical techniques for producing new business. However, a critical component of the process is actually keeping what has been produced. In a…
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…
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…
