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Not Saying “No” to a Customer
One of the hardest things to do is tell a customer they cannot have what they are requesting. Simply saying “no” sends the message that you are unwilling to listen or help. It ends the conversation and leaves the customer feeling angry that their concerns are not being heard and their desires will not be met.
How to Combat Small Business Fraud
Fraud can be hugely costly for a business, and any organization strives to detect and defend against business fraud. The factors that drive people and employees to commit fraud are complex,
6 Golden Rules for Handling Customer Complaints
Most employees hate complaints. They don’t like having to deal with customers who call or visit their store or office with a complaint. What they don’t understand is that a complaint is actually a positive thing. You can’t always meet every customer’s expectations.
Small Biz HR: Dealing with Hostility in the Workplace
If you manage a human relations department in a small business, then you will definitely have to deal with some personal issues between employees.
Dealing with an Upset Customer
What do you do, if you get a call, e-mail or find out in conversation one of your employees has given poor customer service? Apologize for the issue and promise to look into it?
10 Customer Service Principles Every Employee Must Know
Even employees who never deal with the public must exhibit good customer service skills. How employees treat each other is the harbinger of how the organization will treat the public.
3 Common Words That Make Entrepreneurs Crazy
Spend enough time around entrepreneurs like Marc and you’ll notice they are more offended by different words than most business people. Often, what seems like everyday conversation to others is actually salty language to them.
3 Dumb Things You Should Never Say to a Complaining Customer
Let’s be honest. It’s tough to hold yourself together when a customer is upset and complaining. There’s a natural tendency to get defensive and say things on the spur of the moment.
Decrease Churn by Improving Your Customer Retention
According to Bain & Company, keeping an existing customer is six to seven times cheaper than acquiring a new one. Getting new customers takes time, effort, and most importantly, money.
Hyper-Local Customer Service
One path to business success is the ability to quickly recognize trends. I’m pointing out a trend in sales and service that your business might be able to capitalize on.
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