Resources and Articles

Stay up-to-date with the latest news on customer service strategies and trends.

Build Great Customer Service Into Your Business

Try to create a “customer-service culture” of knowledge, communication, purpose and empathy in your business. With exceptional customer service, your profits will increase. Five tips from Entrepreneur.com. http://www.entrepreneur.com/article/233553# >>> Would you like...

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ROI From Customer Service Training

by Jared Grafman Investing in customer service training is one of the best ways to increase customer retention. And, loyal customers generate more revenue than new shoppers. That’s what recent...

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Shopping Habits of the Millennial Generation

by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from...

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Memos from the Chairman – Ace Greenberg

Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that –...

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Are You Really Engaged?

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really engaged? Do you and your staff really know how to...

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Could They be a Customer?

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long. It’s about strangers....

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10 Things Your Customers Won’t Tell You

By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how...

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Features vs Benefits

Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction is that “features tell and benefits sell.” Let’s look at...

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6 Ways To Improve Listening Skills

by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a hint in the title. Listening skills. Doesn’t everyone know how...

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