Management Tip: Quit Working For Your Boss

by: Daryl CowieAs a manager do you know who you really work for? I don't mean the person who signs your paycheck or does your annual review. I mean day by day, hour by hour, who are you working for?If you say it's your customers, that's great you've been paying attention in marketing class. Ultimately everyone is working for the customer, but is that really who you work for on a daily basis? Do you personally take their orders?...

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Customer Service Management Tips - Part 2

by: Daryl CowieIn part 1 we discussed the importance of Post-Sale Customer Support teams in retaining repeat customers, and why this is so important. Now let's look at some practical customer service management tips to help you get the job done.What Is the Role of Customer SupportThe customer support team needs to ensure customers are happy by representing the customer's interests inside the business at time when no one else is...

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Customer Service Management Tips - Part 1

by: Daryl CowieCustomer support teams are perhaps the most misunderstood, and underappreciated teams in the business world. In many businesses the customer support staff talks to the customers more than every other team combined. They play a critical role in ensuring customers are satisfied. Satisfied customers are repeat customers. Everybody knows that a large percentage of business comes from repeat customers. And yet customer...

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