Tag Archives: Customer Satisfaction

A Complaint is a Gift

In their book, A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong, authors Janelle Barlow and Claus Moller discuss the inadequacies of customer service and the customer service departments at most companies. The book begins with a … Continue reading

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Operations – The Five Daily Fundamentals

Most companies still provide a tangible product or service. This means that companies need to have operations employing people to produce the product, deliver the product, or provide the service. These operations are essential to great customer service and building … Continue reading

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What Does a Buyer Want?

I recently interviewed a professional buyer at a customer company who was looking to move into a sales role for our company. I asked how she would use her current experience as a buyer to be a better salesperson. Her … Continue reading

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Don’t Upsell…Right Sell

“Would you like to supersize your order?” As I wrote previously (“Do You Want Fries With That?” – An Opportunity for Profitable Growth), upselling can bring additional value to our customers, create additional sales and profits, and cement our relationships … Continue reading

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Coaching and Developing Great Salespeople

Wanted: Great Salespeople! All of us are looking for great salespeople to close business, grow revenue, and help drive our companies to success. What are some of the qualities of great salespeople? Professional and personable Responsive and lives up to … Continue reading

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5 Steps to Improving Customer Service

Excellent customer service is a fundamental for success in our businesses. Unfortunately, it is all too often lacking. So, how can we improve customer service in our companies? Hire and Develop Employees that Actually Like People: Customer service starts and … Continue reading

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Prepare Questions…Not Presentations

The sales meeting begins. The salesperson starts talking through a PowerPoint presentation slide deck (which took him several hours to complete) telling the customer how great the salesperson’s company and products are. 30 minutes later the presentation is complete. And … Continue reading

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