Big clients aren’t especially happy with us these days. We have been struggling with the big accounts. Not understanding their needs well enough? Or profitable enough? Sometimes not on time or coming in over budget? How do I prevent...
We tried to provide support to a major client in an area where we suck. We got burned as a result. But they were the ones who insisted on all or nothing. Any suggestions for next time? Thoughts of...
In customer service, when there's a problem, someone panics. When managers/owners throw a call to us, we're at a disadvantage. We’re already set up to lose. And the customer can smell blood. Thoughts of the Day: Fix customer service...
Ask Andi: My manager received customer feedback from an irate customer. I think the customer is in the wrong - just blowing off steam. How do we deal with an angry customer? Thoughts of the Day: Use customer feedback as...
I think our field guys could help us with leads, but I'm not sure how to go about getting them involved. They see clients all day long, and I'm sure there are opportunities for us to make proposals. Any suggestions?...
"My employees get busy working in the back of our retail shop and then don’t answer the phone or help out up front. How can I get the point across that we all have to take care of customers. Customers...
Where does customer service belong? We're getting ready to clarify job descriptions, and one of the things we want people to focus on more is customer service. We're debating whether this job should report to sales or operations. What do...