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Featured Articles |
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Browse our featured article section
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| Customer Satisfaction and the Service Business |
| by Jennifer Cram |
The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. Customer satis ... |
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| Under Promise and Over Perform: The Art of Managing Customer Expectations |
| by Dr. Gary S. Goodman |
I’ll always feel warmly about Conrad’s restaurant, in Glendale, California.
On the morning of the Northridge earthquake, Conrad’s was the only restaurant in town that opened fo ... |
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| Get Better or Get Out of the Game |
| by Ron Karr |
Customers don't care what your mission statement says. They care about how you treat them. To be successful as a salesperson in today's environment, great customer service must be your first ... |
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| Tips on Dealing with an upset Customer |
| by Charles Carter |
From time-to-time you will come face-to-face with a customer that isn't happy with your service. What you do next is critical to your customer relationship.
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Module 1: The Customer Service Distinction
Module 2: Knowing and Using
Your Tools
Module 3: Managing the
Difficult Customer
Module 4: Complaint
Management and Problem Solving
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