Customer Service

Mix-Up in Mexico City—Three Keys to Stellar Customer Service

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September 24, 2018
Mix-Up in Mexico City—Three Keys to Stellar Customer Service

My recent trip to Mexico City was ripe with the universal application of many Dale Carnegie Human Relations principles. I reserved a Teotihuacán Pyramids tour and was told I’d return to my hotel by 5 pm in time to freshen up and meet friends to celebrate my last night in town. Once aboard the shuttle,...
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How To Transform Customers from Angry to Appreciative

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August 27, 2018
How To Transform Customers from Angry to Appreciative

Customers can become rude or angry for a variety of reasons, especially when stress is high and patience runs short. Here are five steps to minimizing their anger and maximizing their loyalty. Hear them out. Most people listen to respond instead of to understand which makes it easy to interrupt a disgruntled customer with an...
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Show Some Love to Customers on Valentine’s Day and Beyond

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February 13, 2018
Show Some Love to Customers on Valentine’s Day and Beyond

Valentine’s Day provides a perfect opportunity to apply Dale Carnegie’s 2nd Human Relations principle, ‘Give honest, sincere appreciation.’ This pioneer of positive relationships once said, “Action seems to follow feeling, but really action and feeling go together; and by regulating the action, which is under the more direct control of the will, we can indirectly regulate the...
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Five Ways to Show Your Customers Some Love

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February 10, 2017
Five Ways to Show Your Customers Some Love

Customer appreciation strategies need not be extremely costly or complicated.  Here are five simple ways to show your customers some love. Surprise and delight.  One of the easiest ways to love your customers is to reward them with complimentary perks.  Expedited or free shipping, and sample products, are affordable ways to drive revenue and...
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5 Steps to Simplify the Solution and Seal the Deal

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November 27, 2015
5 Steps to Simplify the Solution and Seal the Deal

Here are five steps to make it easy for prospects to buy your product or service. Know thy customer.  Instead of rattling off all of your product’s or services’ bells and whistles, pare down the perks that pertain to the prospect’s situation.  Dale Carnegie’s 8th Human Relations principle is to, ‘Talk in terms of...
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Let’s Talk Turkey—Three Profitable Ways to Show Appreciation

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November 13, 2015
Let’s Talk Turkey—Three Profitable Ways to Show Appreciation

‘Tis the season to save a bundle from a consumer’s perspective, and sell a ton from a retailer’s perspective.  What is often missed—especially when forcing employees to work on Thanksgiving, is the true spirit of the season. There are umpteen ways to show your gratitude to employees and customers, however these three tips are...
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Email Etiquette — Increase Open Rates and Protect Your Reputation

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May 1, 2015
Email Etiquette — Increase Open Rates and Protect Your Reputation

According to a recent HubSpot blog post —the content of your email can positively or negatively impact your reputation. Consider this—if 93% of all daily communication is nonverbal according to Dr. Albert Mehrabian, author of Silent Messages, what does your email style really say about you? Meaning, when communicating face-to-face, your language only comprises 7% of...
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Under-Promise, Over-Deliver

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December 9, 2014
Under-Promise, Over-Deliver

One of the first lessons in good customer service is to always under promise and over deliver. This lesson carries through to leadership, sales, and even employee engagement. But this can sometimes seem challenging to understand and implement. After all, don’t you want to make great promises, rather than ones that seem underwhelming? Of...
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Develop a “Can Do” Attitude in Customer Service

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July 18, 2014
Develop a “Can Do” Attitude in Customer Service

Is the customer really “always right?” As much as this mantra has been force fed to us all our lives, the answer, of course, is no. There are many situations where the customer simply cannot have what they want. The product or service that they desire may no longer exist, or it may not...
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9 Dale Carnegie Human Relations Principles Critical to Your Social Media Success

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July 10, 2014
9 Dale Carnegie Human Relations Principles Critical to Your Social Media Success

The Dale Carnegie human relations principles are more relevant today than ever before. In a digitally connected world, effective communication skills are literally the difference between success and failure with social media. I run a digital marketing agency, and the nine principles below are at the core of everything we do. The principles are...
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