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Practice Preparedness: Service Recovery
This article shares a tale on how one leader prepared for service recovery. Additionally, a group exercise is provided to challenge a department to discuss and provide service recovery for your customers.

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Internet Marketing: Web Design and Development Businesses Exceptional Customer Service is the Name of the Game
Are you an Internet Business Service Provider? Many small business owners are actively seeking exceptional service from their Internet Provider and unfortunately receiving anything but stellar service. These 5 tips may help improve your business and create loyal customers.
Don't Let That Fish Off The Hook - The Key To Converting Incoming Sales Enquiries!
It’s the dream scenario for business owners and sales people everywhere… Receiving a phone call from a hot prospect ready to give you the biggest order in your company’s history! The ultimate goal of most businesses is to get to the stage where customers are ringing them for business, and not the other way round. But all too often, when we do start receiving those sales enquiries, we fail to capitalise on them and let what should be easy business, slip through our fingers...

THE GIFT OF LOVING YOURSELF FIRST
Many loving, naturally-giving people experience an imbalance in their flow of giving and receiving. They give easily; it’s receiving from others that is challenging. Unlike those who have difficulty considering others, this message is addressed to those who disregard considering themselves!

Customer Service Made Easy
There is a mystery around customer service. Most consumers think that customer service has gone downhill. Most businesspeople think that their customer service is good. How can this be possible? If you can solve this puzzle then you are well on your way to delivering great customer service.

Providing Feedback
Providing and receiving feedback, whether it is asked for or not, is a regular feature of interacting with others. We generously provide our opinions to others in the hope that they will change their thoughts or behaviours in some way. That is, in a way that we believe will be of benefit to them or us. But do they really hear what we are saying? Are we presenting our feedback in a way that the other person is open to receiving or at least considering?

Marketing is about Differentiation
Without a differentiated service, your service becomes a commodity because you become subject to the market, and vulnerable to someone else with a lower price. To command a higher price for your service and maintain superior profit margins, you must differentiate your service and provide more “perceived” value.
A Tale of Two Eateries ...it's not just about the food!
Two restaurants- both have great food and fine surroundings but the service is from two different worlds. Does service really matter? You bet it does. Find out how you can be on the winning side of the service world.

Cracked eggs don’t hatch!
Great organisations are predicated on highly satisfied, totally committed customers who want appropriate quality and a fair price for the goods or services they buy. These customers, as long as they can see that they are receiving value for money, are perfectly happy for their supplier to make good profits – they want to know that the supplier will be there in the future. It’s the marginal customers for whom price is a key determining factor. What happens when there are systems issues that work against good customer service?
Would you get A Tattoo of the General Motors’ Logo?
When was the last time you were really excited about the customer service you received? A recent survey showed that 44% of people rate the customer service they usually receive as dull and bland. Most customer service experiences are, well ok, and we unusually come away somewhat satisfied from the experience. This is all well and good, but most of your competitors are already doing this. To stand out from the competition you need to demonstrate customer service on a dramatically different level: service that is anything but bland and dull! Think Disney, Harley Davidson, or Apple.

Are You A Good Customer?
There are great books on the market about customer service: Raving Fans, Contagious Customer Service and Exceeding Customer Expectations. All good books, however, none address a core issue required for receiving great customer service from vendors and suppliers: be a good customer.

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