Customer Service

5 Deal Breakers That Sink Sales and How to Avoid Them

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Expert advice on what you may be doing wrong and what you can do to fix it

How to Miss Your Deadline But Keep the Client

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Every company strives to meet time targets, but problems inevitably crop up. The right way to tell your customers when things have gone wrong

4 Ways to Make the Most of a Conversation

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Building loyalty and trust requires more than just your physical presence. How to have more productive and meaningful one-on-one encounters

Why You Shouldn’t Just Give Clients What They Say They Want

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A customer don't always know what the best solution to their problem is. How to identify their real goals and meet them

Why Design Should Matter to You

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Canada’s savviest companies are using design principles to engage customers and boost profits. How to make it your competitive advantage

The True Cost of Poor Customer Service

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Canadians are 'silent switchers,' leaving companies no chance to make it right before they jump to the competition. How to ensure you don't lose them

Lessons in Customer Care from a Service Legend

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Iconic hotelier Horst Schulze (of Ritz-Carlton fame) explains the simple changes any leader can make to foster great customer experiences

How to Break Bad News to a Client

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Sometimes things just don’t go your way. Seven steps to telling your customers the unfortunate truth without jeopardizing your reputation and credibility

The Secret to Great Customer Service

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Delivering the kind of experiences clients crave takes one-on-one attention, not technology quick fixes. Why you need to find your company's "moment of truth"

5 Easy Ways to Improve Customer Service Over the Phone

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A single bad call can ruin a relationship. Tips on making sure clients hang up happy