IT and Business Insights for SMB Solution Providers

Customer Service

Blog Entry
February 21st, 2016 | Karl Palachuk
Walter recently posted a bad experience on Facebook regarding a contract employee at British Airways. This customer "service" rep uttered one of the worst phrases you can ever speak in a customer-facing position: "It's not my job." There are a thousand other things you can say in these situations, including: - read more
 
Blog Entry
February 19th, 2016 | Karl Palachuk
You've probably heard the phrase "disruptive technology" applied to Uber and a few other companies that are trying to change the way we do things. - read more
 
Blog Entry
February 19th, 2016 | Karl Palachuk
New SOP video: Urgent vs. Important One of my favorite book is First Things First by Stephen R. Covey, A. Roger Merrill, Rebecca R. Merrill. - read more
 
Blog Entry
February 2nd, 2016 | Karl Palachuk
I was going to wait until after Valentine's Day to announce this. But I decided that you might need some extra time to prepare for it. Leap year comes only once every four years. SO - I decided to create a massive sale so big that it is something you absolutely will not see for four more years - if EVER! - read more
 
Blog Entry
January 15th, 2016 | Karl Palachuk
I posted a new SOP video today, which you can see on my YouTube Channel athttp://www.youtube.com/smallbizthoughts. Scheduling with Your Service Department - read more
 
Blog Entry
January 7th, 2016 | Karl Palachuk
Join me in Anaheim at SMB TechFest!!! - read more
 
Article
December 17th, 2015 | Joe Curcillo
How you handle an angry client will define the experience as educational, confrontational, or successful. - read more
 
Blog Entry
December 2nd, 2015 | Karl Palachuk
Awhile back I started a blog called Consultant or Amateur. It is intended for you to use with your end-user clients. I state right at the beginning that I am not looking for clients and readers cannot hire me. - read more
 
Article
October 2nd, 2015 | Joseph Kolchinsky
Standards of what makes for excellent service shouldn’t vary from one industry to the next. An integrator's service should be equivalent to a hotel concierge. - read more
 
Blog Entry
October 2nd, 2015 | Karl Palachuk
How do you perform service call? Seems straight forward. But I hope you don't "just show up" at a client's office. That doesn't help building your branding. You should have a standard approach to a visit in order to maintain quality and give the client a consistent, reliable experience. Here's my latest SOP video for Managed Service Providers: - read more
 

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