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A Look at Customer Relations in the Light of "CRM"
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Written by Sue Trench
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CRM, or customer relationship management is a technologically based way of tracking and working with customers. The question is, how does it actually affect customer service. Find out here. |
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Implementing CRM (Customer Relationship Management)
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Written by Stephen Redmond
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Here are some practical suggestions for implementation of CRM (Customer Relationship Management). Includes definition. |
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Customer Service File - The #1 Mistake Made Dealing With Angry Customers
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Written by Robert Bacal
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Find out the most common mistake employees make when dealing with difficult, angry and frustrated clients and customers. And you'll find out that what makes sense in the moment is not really the best way to calm down customers.
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Customer File - Success With Difficult Customers - The Mindset
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Written by Robert Bacal
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Succeeding at dealing with difficult customers requires two things: a set of defusing skills and the proper mindset. One without the other doesn't work.
In this article you'll find out exactly how you can adopt a mindset or way of thinking about difficult customers that will help you reduce arguing, and the time and stress associated with serving angry and difficult clientele.
If you are interested in help developing defusing skills, check out our Defusing Hostile Customers Workbook. More information is available here.
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Do Governments Have Customers? Solving The Customer Issue
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Written by Robert Bacal
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Even though governments deal with a wide variety of people who fall outside what we normally think of as "customers", the reality is governments need to accept the fact that the citizens they interact with still need to be provided with effective customer service.
True, it's a bit different than a McDonalds, or a Wal-Mart, but even those people government regulates should be treated as customers.
Read more about this.
If you are interested in developing customer service skills, then you may find the Defusing Hostile Workbook particularly useful. Originally written for use within government (but applicable to all sectors) this workbook is an excellent source of skills and techniques for dealing with all kinds of customers. Click here for more details, contents, etc. |
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Understanding Angry Customers
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Written by Robert Bacal
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You probably see hostile customers every day. You know, the ones that treat you like a personal dumping ground for everything that has ever gone wrong in their lives? They may be sarcastic, or abusive. They may swear at you, threaten, attempt to intimidate. They are difficult to deal with, and an encounter with one of these people can ruin your day. |
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Gathering Customer Satisfaction Data Every Staff Member A Researcher
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Written by Robert Bacal
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Many organizations announce that their employees are their most valuable resources. While this phrase has lost its meaning in many organizations, nowhere is it more appropriate than when discussing the gathering of information about client satisfaction levels. |
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Are Government Customers Really Customers?
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Written by Robert Bacal
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In our work in training government staff to deal with abusive or hostile members of the public, we often refer to those members of the public as "customers". Occasionally, we will be asked to do seminars on this topic but to eliminate the word "customer" from the title because many government staff reject the idea that government customers are the same as, let's say customers of Wal-Mart of any other retail or service establishment. |
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Where Regulation Meets Service
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Written by Robert Bacal
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It is common for those in regulatory roles to forget that it can be more efficient to build cooperative relationships than to have adversarial relationships. It is also common for people to define their role as enforcing rules, rather than working with clients so that the clients choose to follow the rules. The difference is subtle but important.
Learn about the payoffs to your goverenment organization when you focus on creating a cooperative relationship with your client. Also, learn how you can figure out what kind of savings, in time and salary, that you might realize by moving to a service approach. |
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Written by Robert Bacal
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When customers are referred to other members within an organization, they can feel frustrated and perhaps even become hostile if they feel they are getting the "run around". Read on for some great tips on handling the referral process so that your customer keeps on coming back. |
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Customer Service 
