02-21-2007, 09:41 AM
Quote:Developing long-term relationships equals long-term business, said Sheila Duffy, manager at Gladhill Furniture in Middletown, Md. "It means listening and not being pushy, gathering all their needs, not yours," Duffy said. "Follow up the sale by sending hand-written, thank-you cards. Then follow up after delivery."...
Wagner said customer service quality depends on the kind of business a person is in. "Generally, you are talking service quality: Does a company respond quickly to customers? Apologizing for a mistake and correcting the mistake; treating customers politely. With good customers, you try and build a relationship."...
"If you say you will call back, or that you will execute a trade, or that you will have a report ready, deliver the goods," Voso said. "If you can't do something, explain the reasons. People want communication that someone cares. If you communicate, customers are flexible."...
full article: http://www.crmbuyer.com/story/55832.html