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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

 

Reinforce your customer's buying decision by Debra J. Schmidt-1180

Reinforce your customer's buying decision by Debra J. Schmidt

If I asked you right now whether or not you are in sales, chances are you might say, “No, I’m in accounts payable” or “I’m in customer service,” or “I’m in the marketing department.” You may even say, “I’m the CEO.”

Anytime you interact with a customer, you are selling your professional credibility and the company image. No matter what your job title is, you are in sales. I cringe when employees tell me, “I don’t need customer service training,” or “My job has nothing to do with sales.” Regardless of job descriptions, every employee in every department can impact the relationship that the company has with its customers and prospects.

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Customer service

Are you listening to your customers? by Debra J. Schmidt-1006

Are you listening to your customers? by Debra J. Schmidt

Instead of defining the meaning of quality service in your organization, let your customers define it for you. When you actively listen to your customers, they will tell you what they want, need and dislike. One thing that I guarantee customers do not like is being called by the wrong name.

Because listening does require extra effort, many people just pretend they are listening. Your customers can tell if you are pretending. They will be annoyed or even offended by your lack of attention. Worse, when you don’t listen to your customers, you miss out on tremendous opportunities.

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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

Total items: 14

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