The Thriving Small Business

24 Tips For Office Etiquette Training

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I admit that I have been in the work force for a long time, however it is disheartening to see the deterioration of basic etiquette and professionalism in the workplace.

Some say it is just “this generation”. I am not convinced – because I see it in all demographics.

I believe it is a symptom of a culture that is modeled from the top down. Read the Full Article →

7 Steps to Creating a Customer Service Strategy

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Thinking through and planning a customer service strategy is critical to the development of a strong service culture.

Organizations need to incorporate customer service into their business goals and those strategies should be incorporated into employee goals to ensure the organization reaches their customer service objectives.

Employees only perform at the level they are managed and it takes great leadership to help employees understand the importance of the customer experience.   Read the Full Article →

Did You Know That There Are 5 Levels of Customer Satisfaction?

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Customer retention is the result of an organization’s ability to create customer loyalty.

This is done by providing the systems, processes and support, to not only keep a customer happy, but to transition them into an advocate for the organization – who is not only loyal but also recruits others. Read the Full Article →

Do You Pay Attention to the Questions Your Customers Ask?

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Customers pay the bills and are the reason we exist.

Many organizations miss opportunities by not paying attention to simple requests that customers make.

There are many tools available to solicit feedback from customers – which is an active way to learn about the consumer’s experience.

Focus groups, comment cards and satisfaction surveys are all great tools that can be used to solicit  feedback that can be used to improve products and services. Read the Full Article →

Sample Business Telephone Script

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Great Customer service is critical for achieving desired business results.

Customers calling a business for the first time provide a great opportunity to make a lasting first impression.

Employees who answer the phone should be trained.

This will help to ensure that they have a good understanding that what they do affects the customer experience. Read the Full Article →

5 Examples of a Customer Guarantee

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Customers buy products and services with an implied guarantee.  They want to know that their purchase will be backed and guaranteed to give them what they expected.

Customer service guarantees are part of a customer service strategy and can be simply stated or very complex.

Either way, these guarantees communicate the company’s commitment to stand behind the product or service they provide. Read the Full Article →

6 Ways to To Give Your Customers a Great First Impression!

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Some organizations provide a great first impression. Others do not. By first impressions I mean the first point of contact a customer has with an organization.

The reality is, customers have choices and organizations that get it pay attention to the details that matter to customers.

Every organization has a slightly different first impression moment. Read the Full Article →

How to Turn Customer Satisfaction into Customer Loyalty

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Organizations that understand the importance of happy customers, need to think strategically in order to build a loyal customer base.

Successful organizations have learned that there is a difference between attracting customers, keeping customers and developing loyal customers.

Devoted customers are not only loyal to the organization, but also serve as advocates and help to solicit new customers by sharing their positive experiences. Read the Full Article →

8 Steps for Creating a Customer Service System

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Have you ever interacted with an organization that provided great service in one area and terrible service in another?  How can there be such a cultural disconnect in the service that is provided by the same organization? Every interaction a customer has with an organization is an opportunity to win or lose that customer. Read the Full Article →

10 Tips for Dealing with Customer Complaints

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Anyone who has a business has had the experience of dealing with customer complaints.

While listening to a complaining customer is not something most people enjoy, a complaining customer can be an organization’s friend if they try to learn from the complaint.

There are lots of things customers can complain about – communication breakdowns, process failures, faulty products, rude employees and unclean facilities, just to name a few. Read the Full Article →

How Do You Define Customer Service?

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Customer service is a common term we are all familiar with which means “one who aids or provides help to the purchaser of a good or service”.

Customer service is seen in all industries and across all demographics. It is important because if the purchasers of our goods and services don’t feel like they are taken care of, they will soon find another organization that can, and will take care of their needs. Read the Full Article →

5 Reasons You Should Welcome Customer Complaints!

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The sad fact is only about 4% of dissatisfied customers complain. If a customer does not complain and has an issue that is not resolved, they are likely to go to the competition.

The worst part about this is that the organization isn’t even aware that there was an issue. The other sad fact is that a dissatisfied customer is more comfortable telling their friends about a bad experience than the organization. Read the Full Article →