Monthly Archives: July 2008

Internal Customer Service – the beginning.

Of course, it is the second alternative approach that will work better. It does not need a great deal of thought to figure that one out. Unfortunately, most “Customers” lose out on excellent service by being the first type. Quarrelsome, … Continue reading

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Customer Service – Communication

We left off the subject with the power of communication overriding all the other aspects of this particular transaction in making a customer totally satisfied. I offer you two possible scenarios for the very first transaction. 1. “What sort of … Continue reading

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Customer Service – Attitude, Authority, Access to Information and Communication.

What really happened is that two persons from the sales department of a publishing house decided to be proactive with a customer. Let us look at this a lit more in depth. The publisher’s Pune and Mumbai office is primarily … Continue reading

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Customer Service – The Hard and the Soft Elements.

Due to a viral infection I was laid low and was unable to blog the last few days. I am now back to normal and hope to get back to blogging regularly. We now come to the bigger picture of … Continue reading

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Customer Service – The hard and the soft aspects.

We now come to the bigger picture of achieving Total Customer Service (TCS). Having looked at the elements that go into all expectations of customers from suppliers of goods and services, let us look at the action part of the … Continue reading

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Customer Service – The Right Place.

Meeting customers’ expectation at the right place is the most neglected area of customer service that all of us experience in a variety of ways. From illogical shelving of goods at self service stores to wrong routing resulting in having … Continue reading

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