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Say It With Humor
When you own a business, you may find yourself in situations that may be a little tricky to handle. Dealing with customers who steal is one of them.
A few years back we were faced with the problem of how to handle our free water cups. It seems some of our customers were filling them with the fountain drinks instead of water. This was, of course, was theft - pure and simple, but we felt confronting the guilty customers would create a bad atmosphere in our restaurant and we wanted to change their behavior and keep them loyal.
As we were mulling over how to handle this, one of the young men on our staff decided to take things into his own hands. While he was making his rounds, checking the dining area, he came across one of our chronic offenders. He walked over to his table and looked at his drink in the free water cup and said, "There is something wrong with your water, it's a mess!" He then picked up the water cup and said with a smile, "Let me get you some fresh water."
Well, the chronic offender knew we were on to him, along with some of the other onlookers and that problem was no more. We all had a good laugh and it made a lasting impression on me.
Recently, we were visiting our daughter and her husband in Maryland and they took us to the "California Tortilla." We ordered our food and moved down the line and when we got to the beverage counter we noticed two pictures. One of the pictures was titled; "Good Bob" and it showed "Good Bob" holding a water cup and under the picture was the caption, "Good Bob only puts water in his water cup." The other picture was titled "Bad Bob" and it showed "Bad Bob" holding a water cup. Under the picture was the caption, "Bad Bob puts fountain drinks in his water cup." We thought this was a great and ingenious way to handle this problem and we noticed it brought chuckles and smiles to the other customers as well.
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Customer Service - Google News
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Why Communication Skills Dont Work In Customer Service
Every time my firm conducts communication skills training, we know someone is going to object."That doesn't work.
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The other day a reporter call to interview me on the "Death of Customer Service". My first reaction was to deny that charge and claim that customer service is very much alive and well.
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What have you done for your existing customers lately? Probably not much, if you are like most businesses.I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your long-term success.
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I will not make sales. I will make Customers.
Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about.
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Difficult Customers - Theres No Such Thing
A couple of years ago I had a call from a Customer ServiceManager working in the paper industry. He wanted me to run aseminar for his team, on "How to Deal with DifficultCustomers".
How Do You Create Customer Loyalty?
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Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes is based in emotion.
Empowering Customer Service Vital
It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests and declarations of their intent to leave, even encouraging them to seek out another company!They often repeat the few phrases they're allowed to say over and over again, further infuriating the customers.
Call Center Software - Your Tool of Choice in Customer Relations
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Setting Up a Customer of the Week Program for a Mobile Car Wash
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