Dear WW: Every day we have at least one customer unload a screaming tirade against us. Most of my coworkers agree with me that we don’t get paid enough for this crap. Is there anything we can do to reduce the abuse? TARGET PRACTICE
Dear TARGET,
Speaking of watching a customer go nuclear, did you hear about [...]
Filed under: Customers & Clients, Difficult People, Sales, Marketing & Customer Service | Tagged: Customer service, Disgruntled customer, Sales | Leave a Comment »
Dear WW: I’ve just started working for a new company and my sales manager keeps talking about relationship sales. I keep agreeing with him and pretending that I know what the heck he’s talking about. Now it’s too late to fess up. NOT CURRENTLY IN A RELATIONSHIP
Dear NOT,
Take a tip from Yermak. (No, he’s not [...]
Filed under: Customers & Clients, Sales, Marketing & Customer Service | Tagged: Customer service, Difficult customer, Relationship sales | Leave a Comment »
Dear WW: I recently lost one of my oldest customers. Should I try to contact them or just move on? CRY OVER SPILLED MILK?
Dear CRY,
Did you say spilled milk? Now here’s something to cry over . . . California Safeway stores recently learned that they were holding 10,000 gallons of spoiled milk, which of course [...]
Filed under: Customers & Clients, Sales, Marketing & Customer Service | Tagged: Customer service, Lost customer, Sales | Leave a Comment »
Dear WW: I had an angry lady on the phone and she was chewing my ear off. She was so rude I got a little sharp with her. Wouldn’t you know it-my boss came along right then and heard me! He told me I better learn some better phone manners if I want to keep [...]
Filed under: Conflict & Negotiation, Difficult People, Technology & Internet | Tagged: Customer service, Difficult customer, Phone | Leave a Comment »
Dear WW: We have always had a lot of customer turnover. I’m trying to change that but I don’t even know where to start. What can you do, without spending a lot of money, to keep customers loyal? REVOLVING DOOR
Dear REVOLVING,
John Byrnes wasn’t too badly injured in the accident. That’s the good news. The bad [...]
Filed under: Customers & Clients, Sales, Marketing & Customer Service | Tagged: Customer service, Customers, Repeat business | Leave a Comment »
Dear WW: We just did a customer survey and learned that they think our service is awful. We have clear service guidelines. What are we doing wrong? THE CUSTOMER IS ALWAYS RIGHT, DARN IT
Dear Darn It,
My dad was a car dealer and once we got past everyone’s bad jokes (“Gee, does he try to sell [...]
Filed under: Customers & Clients, Managing & Leadership, Sales, Marketing & Customer Service | Tagged: Customer service, Customers, Service | Leave a Comment »
