Customer Service Speaker

Why Companies Are Needlessly Losing Business

By ronkarr.Admin | May 14, 2012 |

Companies are losing the battle of sales and customer service because their reps are not trained in critical thinking.  Instead, they are loaded with scripts and computer programs on what to say next versus the next logical step one should take to help solve the problem and build customer loyalty. The key to building any…

What Did You Say?

By ronkarr.Admin | February 17, 2012 |

When I wrote the book The Complete Idiots Guide to Great Customer Service in 1998, we interviewed the Vice President of Hertz Reservations who shared this story with me. Hertz did a survey of their top customers and found out that they were highly dissatisfied with how long it took to return their cars and…

Success Starts with Sales and Service

By ronkarr.Admin | January 1, 2012 |

Sears announced it is closing 79 stores (Sears and Kmart stores) due to poor financials of the company. The closing of these stores was not due to poor financials. It is due to bad management. Senior management spent money on every strategy except improving its customer service and sales process. Instead of creating great customer…

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Why Companies Are Needlessly Losing Business

By ronkarr.Admin / May 14, 2012 /

Companies are losing the battle of sales and customer service because their reps are not trained in critical thinking.  Instead, they are loaded with scripts and computer programs on what to say next versus the next logical step one should take to help solve the problem and build customer loyalty. The key to building any…

Read More

What Did You Say?

By ronkarr.Admin / February 17, 2012 /

When I wrote the book The Complete Idiots Guide to Great Customer Service in 1998, we interviewed the Vice President of Hertz Reservations who shared this story with me. Hertz did a survey of their top customers and found out that they were highly dissatisfied with how long it took to return their cars and…

Read More

Success Starts with Sales and Service

By ronkarr.Admin / January 1, 2012 /

Sears announced it is closing 79 stores (Sears and Kmart stores) due to poor financials of the company. The closing of these stores was not due to poor financials. It is due to bad management. Senior management spent money on every strategy except improving its customer service and sales process. Instead of creating great customer…

Read More