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DAVID SUMMERTON CONSULTING

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Customer Service

Why Should Managers Be Concerned About Customer Relationship Management (CRM)?

Why Should Managers Be Concerned About Customer Relationship Management (CRM)? It is hard work and very costly to obtain a customer BUT very easy to lose them! CRM should be an integral part of the business and is vitally important... Continue Reading →

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How To Be Brilliant At Customer Service

How To Be Brilliant At Customer Service All organisations should always be continually striving to improve their Customer service focus often the difference between a successful and unsuccessful organisation lies in the way in which it treats its customers. This... Continue Reading →

The ONE Golden Rule Of Customer Service

The ONE Golden Rule Of Customer Service Always make sure that your organisation promotes and delivers with UPSIDE DOWN MANAGEMENT. Put simply: trust your staff to look after each customer in the way that they feel is best for that... Continue Reading →

How Do Your Customers Judge You?

How Do Your Customers Judge You? It takes a huge effort to find customers even for the most successful brands and even more to retain them. What separates out the most successful and profitable organisations from the wider marketplace is... Continue Reading →

How To Deal With An Angry Client

How To Deal With An Angry Client  Listen without interrupting  -  Show that you understand how they feel as well as what they are saying. Analyse the problem   -  Differentiate between facts (the report has three errors in it); assumptions... Continue Reading →

Manners Cost Nothing But Poor Service Costs You Plenty!

Manners Cost Nothing But Poor Service Costs You Plenty! How often do you bite your tongue when you receive poor customer service? In this day and age it’s probably more times than you would like and sometimes we just accept... Continue Reading →

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