Customer Service Related Articles By Guest Contributors

In addition to the books excerpts and customer service articles authored by Robert Bacal, we've also pulled together material by guest contributors who have allowed us to reprint their articles and ideas. Below is a list of this valuable material on various aspects of improving customer service, or dealing with difficult customer service situations.

General Customer Service Advice

Do Whatever It Takes To Satisfy The Customer - Oh Really?
Customer Service Training is For Managers Too
Completely Vacuous Advice On Improving Customer Service
The Sham (and Shame) Of CSI - Customer Satisfaction Index(es)
Customer Or Client - What's The Difference?
How to Measure Customer Satisfaction using internal data
Are colleagues customers?

Humor - Foolproof Customer Service Strategies
The Great American Customer Service Unawareness Campaign (free customer service advice)
Customer Service and The Human Experience
Customer Satisfaction in the Service Business
Three Myths of Customer Service
Customer First Customer Service
Tips For Improving Bad Customer Service
How to Restore Customer Satisfaction after Customer Service Failure

Difficult Customers Advice & How To Handle Customer Complaints

11 Things Small Business Owners Can Do To Recover From Customer Service Issues*
Why Do Your Customers Complain and What To Do About It*
3 Powerful Secrets For Dealing With Negative People by Peter Murphy
How To Deal With Difficult People - The 3 Secrets by Peter Murphy
What Every Employee Should Know About Preventing Customer Service Conflicts
Profiting From A Customer Service Recovery Program
Customer Satisfaction Yes - But Sometimes You Just Have to Fire One!

Customer Relationship Management (CRM)

What is CRM, Customer Relationship Management? (Expert CRM Advice)*
The History of CRM -- Moving Beyond the Customer Database
Is Your CRM (Customer Relationship Management) System Doomed To Fail?
CRM 101: Customer Relationship Management for Beginners (free CRM advice)
How CRM Software Works -- Creating Customer Satisfaction with a Click
Small Business CRM Is Here To Stay

Communicating and Getting Information From Customers

Making Customer Service Surveys Work
How to Interview A Customer To Create Rapport and Prevent Misunderstandings
Business to Business Customer Satisfaction Surveys (Expert customer service advice)
Discover Intended Outcomes to Manage Customer Experience Effectively

Protecting Customer Privacy and Confidentiality

Identity Theft is a Major Problem: Whose Responsibility is It to Protect the Consumer?