Small Business Blog

Articles related to: customer service

Charles M Cooper

Loyalty to Your Brand: 4 Laws of Customer Service

In an era where retaining customers is as important—or more important—than finding news ones, the big questions you have to answer are these: How loyal are your customers to your brand and what are you doing to keep them loyal?

Tags: small business, brands, brand loyalty, customer service

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Posted: 6/25/2009 | Comments (0)

Charles M Cooper

Sometimes You Just Need to Apologize and Make it Right

Everyone makes mistakes; it comes with being human and if you are in the service business, a mistake can cause problems. The real measure of your business, however, is what you do once the damage is done.

Tags: small business, customer service, problem solving, making amends

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Posted: 6/17/2009 | Comments (2)

Charles M Cooper

When Fluffy Flies First Class

Pets are great, aren’t they? They offer the companionship some crave, the unconditional love so rare in our human companions, and for a few they make for a great fashion accessory. We walk them, we feed them, we play with them and now, Southwest Airlines is allowing us to fly with them, right in the cabin. That is great, if it is your dog, but I think that Southwest is forgetting one thing—the other passengers!

Tags: small business, customer service, southwest airlines, pets, allergies, phobias, bad business ideas

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Posted: 5/29/2009 | Comments (0)

Charles M Cooper

How to Answer a Complaint Letter

Complaint letters abound, there is now question of it, but how do you answer one? Here is one example, by way of Great Britain’s Inland Revenue, that I think takes the biscuit. We can only hope the IRS will develop a sense of humor like this, not to mention the style and flare to use it.

Tags: customer service, customer relations, complaint letters, complaint letter responses, inland revenue

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Posted: 1/28/2009 | Comments (0)

Charles M Cooper

Is Civility in Marketing on its Way Out?

There will always be customers that we like more than others. They spend more, they're easier to work with--there are all sorts of reasons. Still, how much better do you treat them than your other customers? United Airlines has answered that question and it makes me wonder if civility in marketing is on its way out.

Tags: small business, united, most-valued guests, customer service

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Posted: 11/10/2008 | Comments (5)

Charles M Cooper

Customer Service for a Price

We have heard of customer service being a perk for the select few, now we hear of a company that charges you to have a customer service agent that knows what they are doing? Will it ever end?

Tags: small business, customer service, air canada, outrageous charges

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Posted: 9/5/2008 | Comments (2)

Charles M Cooper

Whistleblowing in Cyberspace

There are sites on the Web that will hold your company's feet to the fire if you don't handle your business. Disgruntled consumers write reports about their experiences with bad products, painfully substandard customer service, loopy management practices and more. Many in business wish these sites didn't exist, but they do serve a purpose, both for consumers and the companies they discuss.

Tags: small business, complaints, customer service

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Posted: 8/5/2008 | Comments (2)

Charles M Cooper

Problem Customers, What Can You Do?

Fire them! That seems to be a growing trend in business. Sometimes, keeping a customer happy is more expensive than losing their business, or they are more problematic than they are worth. Is that how you do business? You might have to consider it, so here are some things to think about.

Tags: customer service, problem customers, firing, customer relations

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Posted: 7/8/2008 | Comments (3)

Ed Hubert

Customer Stereotyping Leaves a Bad Impression

Every retailer has a strategy on how to best serve their customer. There's nothing insidious about that. However, there is a recent trend in retail that has made more than a few people uncomfortable. Read more...

Tags: retail, profiling, stereotyping, best buy, customer service

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Posted: 6/26/2008 | Comments (1)

Cheryl Sowa

Effective Customer Service – Dealing with Unhappy Customers

If you haven't already, you will encounter unhappy, difficult, and unpleasant customers. Handling these customers can be a challenge, but if approached in a proper manner, you will benefit from the experience.

Tags: customer service

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Posted: 6/17/2008 | Comments (0)

Charles M Cooper

Airline Customer Service: A New Morality Tale for Businesses Large and Small

Any good businessman understands one thing—if he understands nothing else—that customer service is vitally important to the continued survival of a company. In fact, ask any small business owner the secret of his success and the answer will usually have something to do with customer service. That is a lesson that the airlines seem to have forgotten.

Tags: airlines, customer service

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Posted: 5/23/2008 | Comments (0)

Charles M Cooper

Gas Prices and Online Shopping: There is a Connection

If you have a brick and mortar establishment, there is a facet of your product delivery scheme that you may have overlooked: Gas prices for your customers. Think about it: As the price of fuel rises, customers are less interested in getting into the car and driving out to your establishment. What can you do? Read here to find out.

Tags: gas, economy, customer service, marketing

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Posted: 4/9/2008 | Comments (3)

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Articles related to: customer service

Loyalty to Your Brand: 4 Laws of Customer Service

Sometimes You Just Need to Apologize and Make it Right

When Fluffy Flies First Class

How to Answer a Complaint Letter

Is Civility in Marketing on its Way Out?

Customer Service for a Price

Whistleblowing in Cyberspace

Problem Customers, What Can You Do?

Customer Stereotyping Leaves a Bad Impression

Effective Customer Service – Dealing with Unhappy Customers

Airline Customer Service: A New Morality Tale for Businesses Large and Small

Gas Prices and Online Shopping: There is a Connection

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