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The Journal on Active Aging brings articles of value to professionals dedicated to older-adult quality of life. Content sweeps across the active-aging landscape to focus on education and practice. Find articles of interest by searching the article archives in three ways: Enter a keyword in the articles search bar; click on search by topic; or type a keyword or phrase in the general search bar at the top of the page.

Topic- Customer service

 

How to keep your customers in a weak economy by Debra J. Schmidt-983

How to keep your customers in a weak economy by Debra J. Schmidt

There is no such thing as business as usual during this economic downturn. When the economy is weak, you need to strengthen your customer service delivery. Now, more than ever, it’s essential to do everything possible to keep your customers from leaving. In order for companies to maintain stability, every employee needs to focus more time and energy on making customers happy. Customers’ budgets are shrinking. If you can help your customers through this tough time, you may be creating customers for life.

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Customer service

Why do customer service initiatives fail? by Debra J. Schmidt-613

Why do customer service initiatives fail? by Debra J. Schmidt

I have heard it repeatedly from employees in a variety of industries when their company launches a new customer service initiative: “Here we go again. They’ve tried these programs before, each one with a new name, but they always fizzle out. Why should I get excited about this one?”

Most CEOs and managers begin with honorable intentions for developing a customer service program. They identify the problems and set achievable goals. They invest company resources by hiring an outside consultant or trainer to help them carry out their customer service mission.

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Customer service

Why customers get angry even when you're nice by Debra J. Schmidt-557

Why customers get angry even when you're nice by Debra J. Schmidt

Dealing with customers is one of the most stressful jobs around. Customers can be unpredictable, impatient and even downright rude at times. But it’s not entirely their fault. Overall, customers are fed up with receiving poor service practically everywhere they go. Often, they’re ready to take their frustrations out on you before you even pick up the phone or greet them. There are a number of reasons why customers get angry even when you’re trying to be nice.

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Customer service

How to create a customer-focused team by Debra J. Schmidt-439

How to create a customer-focused team by Debra J. Schmidt

In order to create a team of employees who are personally committed to service excellence, managers may need a fresh point of view. One of the great problems in customer service is the reluctance of managers to view service as a marketing strategy. Too many see it as after-sale service, something that relates back to a previous sale, rather than ahead to the next one. Studies prove that great service is more effective at increasing profits than marketing or advertising.

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Customer service

View your facility through the eyes of your consumer by Colin Milner and Michael Voloudakis, PhD, MPH-396

View your facility through the eyes of your consumer by Colin Milner and Michael Voloudakis, PhD, MPH

It’s not my job. These 4 words can be the downfall of any customer-driven business. Think about it. How often do you frequent a business that reluctantly offers you service?

Perhaps a restaurant you just visited provides a good example. The host walked you to your table, and the server arrived at your table on time, took your order, and brought you your food while it was still hot. These workers gave you service. But they added nothing to your experience—not because they didn’t do their jobs, but because that’s all they did. Creating an experience for you wasn’t in their job descriptions. Or so they thought.

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Customer service

10 ways to build customer loyalty by Debra J. Schmidt-262

10 ways to build customer loyalty by Debra J. Schmidt

1. Take ownership of your customer's problem-even if you are not the cause of it.
2. Follow up with every customer who was upset or had a difficult problem.

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Customer service

Total items: 12

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