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Archive for November 2013

How Can I Increase Brand Loyalty?

      It’s a competitive market out there, so when I read the article title, “Want to Dominate Your Competitors? Focus on a Customer Service Strategy.” on, I clicked. The author, John Tschohl, President, Service Quality Institute, is absolutely correct when he says, “If your company thinks ‘customer service’ is limited to greeting…

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What Makes Customer Service Excellent Customer Service?

    I read a thought provoking article from on customer service provided by inbound call centers. The author, Paul Cooper, poses the question, “What does toast have in common with customer service?” The author’s decided that if you add jam to customer service, it’s sweet; if you add beans, it’s savory. His conclusion:…

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