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Turning difficult customers around

By: Paul du Toit – regular contributor

If you can’t see them coming, you can usually hear them or, at worst, smell the burning rubber!

Difficult customers can be the bane of our lives, the kind of people who take up large chunks of our valuable time, nit-picking seemingly trivial issues and actually costing us money in the process. They are the kind of folk we’d like to shepherd gently in to a barrel of over-fermented port and roll over the cliffs of Dover. But it’s not always the best remedy for our irritation and here’s why…

Read more: Turning difficult customers around

Five ways to keep your customers happy

By: Paul du Toit – regular contributor

What are the factors that ensure customer satisfaction? We discover ways that will give them what they want and keep them satisfied

Customers are now spoilt for choice more than they ever have been in the past. In quality terms, there is greater similarity between products than ever before, and because we have so many options it’s become more difficult to make accurate value comparisons.

Read more: Five ways to keep your customers happy

Customer service: seven steps to good service

By: Paul du Toit – regular contributor

I often ask myself why customer service remains a problem around the world, despite all the information available to address the issue.

Read more: Customer service: seven steps to good service

Customer service: Why adding value is critical

By: Paul du Toit – Managing director of Congruence Training

As a discerning consumer you’ll have a good idea of what good service is and how it feels. That’s because you’ve experienced both good and great service from the many establishments out there providing the discerning customer excellent service experiences. You’ve experienced the benefits that come with a great customer experience – great products, improved design, convenience, back up, and the satisfaction that results. Consequently, you have a reasonable idea of exactly what constitutes good service (in your opinion) and what doesn’t.

Read more: Customer service: Why adding value is critical

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