Customer Service

Dealing with infuriated customers is no fun. When I was a service manager, handling phone calls with angry customers required me to employ the behaviors of rational thought and self-control. […]

Over my relatively long life, I have learned a few things. Some things were learned by reading, or through training, while many others were […]

This article originally appeared HERE From training to efficiency to retention, technology can boost abilities across the board and create […]

For homeowners, rebates and tax credits for eligible equipment purchases are great ways to help reduce the overall expense of […]

The best service professionals have intuition that enables them to quickly size up both a situation and the people involved.  […]

Customers’ interest in cleaner air continues to grow as they become savvier about how and what they breathe impacts their health and daily living.

During onsite client visits, I gain direct access to what happens inside of a service organization. One key phenomenon that […]

Does your business offer preventative maintenance contracts to homeowners? A maintenance or service agreement should always be a part of […]

Having high customer hold times is a lose-lose situation for businesses and their customers. Discover these nine tips that will […]

During my seminars, attendees learn numerous relationship-building skills and one of the most vital skills is listening.  Unfortunately, our smartphones […]

At the start of 2019, I send you my best wishes for much good health, passionate customer relationships and business […]

Sometimes you have to perform work in a high crime area. Here are some tips for protecting your team members, your tools, and your vehicles.

During the 1980s, anyone providing one-word career advice probably would have said “computers,” reasoning that high-tech’s pervasive growth into every […]

Amazon.com will ship a condensing coil and a condensate pump to anyone.  Today’s convenience-oriented customers wants it fast and easy.  […]

When customers misbehave, it becomes paramount to focus on and fix “the problem” and not attempt to fix “the customer’s […]

While there isn’t a one-solution-fits-all for dealing with customer complaints, there are some factors that must be considered in any […]

Over the past 29+ years of working within the trades industry I have noticed some pretty profound changes, within individual […]

You lost a customer to a competitor. It happens. But now that customer is back and wants to work with […]

When people think about listening, they assume it is similar to hearing. This is a precarious misconception because it leads […]

Each summer I invest a week serving as an athletic director at a Pennsylvania church camp. Most of the campers […]