|
|
 |
| |
|
| Charles Dennis |
| Cambridge, MA |
| Expertise: Customer Retention Consulting |
|
| Chuck Dennis is the Angry Customer Strategist. He has over 20 years of corporate experience, servicing customers. He has led service departments in a variety of business-to-business organizations, and has learned, first-hand, the value of exceptional customer service. Chuck, along with his wife Lisa, a marketing and sales consultant, are known More...
|
|
|
|
|
| |
| |
|
360-Degree View Promises Delivery |
| by Charles Dennis (File 64.4 kb) |
| Most businesses have several different departments that speak to customers. However, customers are confused, frustrated, and even angry when they receive different messages from different contact points within a company. All departments within your company - marketing, sales, customer service, etc. - need to be delivering the same message. |
|
|
| |
|
| |
| |
|
Anatomy of an Angry Customer |
| by Charles Dennis (File 56.3 kb) |
| You should not consider angry customers to be the bane of your company's business. You should embrace them. They are oftentimes the catalyst or stepping stone to helping you improve your business to the next level of quality... |
|
|
| |
|
| |
| |
|
Contrary to Popular Belief, the Angry Customer is Your Best Friend |
| by Charles Dennis (File 44.2 kb) |
| Every business has customers, and some of them are ANGRY! Instead of fearing and loathing an angry customer, we should embrace them. Angry customers are providing useful advice as to how to improve our business. We need to be smart enough to listen to what they have to say. |
|
|
| |
|
| |
| |
|
Fear Not the Angry Customer |
| by Charles Dennis (Audio 00:08:19) |
| Yes, he may grouse at you; she may shout and call you names. However, an angry customer is also taking the time to tell you what is wrong with your business. So, in the best interest of your enterprise: LISTEN! Listening to the customer and improving your business, based on customer feedback, will win you their loyalty for life! |
|
|
| |
|
| |
| |
|
Interview with the Angry Customer Strategist |
| by Charles Dennis (Audio 00:36:43) |
| Chuck Dennis, the Angry Customer Strategist, was interviewed by Leslie Baldwin of Small Biz Street Smarts in June, 2007 on TalkShoe. Their discussion focused on why customers get angry, and what business should do to resolve that anger. |
|
|
| |
|
| |
| |
|
It Takes More Than Nice! |
| by Charles Dennis (Audio 00:07:07) |
| In this audio piece, Chuck Dennis, the Angry Customer Strategist, looks at Customer Service from three angles: the customer's view, the business' view, and the service team's view. Providing world-class service takes strategy, planning, and training. It takes more than just being nice! |
|
|
| |
|
| |
| |
|
Judgment Day: Assessing Your Service |
| by Charles Dennis (File 72.4 kb) |
| In a serious effort to enhance your business' service delivery, it is imperative that you begin by evaluating your current level of customer service. You need to know where you are, in order to get to where you want to be. This artice gives you some things to think about, from the points of view of your customers, your business, and your CSRs. |
|
|
| |
|
| |
| |
|
Your Friend, the Angry Customer |
| by Charles Dennis (File 220.2 kb) |
| If you are in business, your goal should be to have outrageously happy customers, not outraged and angry customers. However, this does not mean that angry customers rain on your parade. If you are dedicated to building an exceptional, customer-focused business, your angry customers will provide you with a roadmap. Listen to them! |
|
|
| |
|
|
|
|
Subscribe to feed
