Category: Customer Service

It’s an “Inside Job” — Internal Customer Service

Posted by & filed under Customer Service.

Who are my Internal Customers? An internal customer is someone you interact with in the organization as a regular part of your job. They can be external to the company, but may or may not purchase your product. Most often this term refers to a person who works within the company, such as general employees and […]


Angry Customers: 3 Steps Customer Service Reps Can Take To Deal With Aggressive Calls

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Angry Customers

We’ve all dealt with angry customers. Whether you run a business or just work there, chances are if you’ve ever held a job that deals with customers, you’ve dealt with a frustrated customer. Whatever the circumstance, there are steps any customer service representative can take to deal with a heated situation in business (or any […]


Our Customer Service Policy (Oh No!)

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Should your business’s policies always be applied, in all cases, for all customers? Only company leadership can decide that. The most important thing when making business decisions is putting yourself in the customer’s position. Determine if these policieswill invite people to return, buy more, and become fans; or drive customers away to seek other providers. […]


Carl Palmer on Listening

Posted by & filed under Customer Service, Music.
Carl Palmer on Listening

The Quieter You Are, the More You Will Hear Carl Palmer is one of the most respected rock drummers to emerge from Great Britain in the 1960s. He is a veteran of Emerson, Lake & Palmer, and Asia. Listening is what the world is all about. We listen to people cry out for help, to […]


Jordan Rudess on Listening

Posted by & filed under Customer Service, Leadership & Management, Music.
Jordan Rudess Musician

At Improving Communications, we ask professional musicians to tell us about their “money maker;” their ability to listen and interact well with others. We ask these gifted artists to teach us more about listening so that in business, we can use similar practices to be more successful. Below is what Jordan Rudess had to say […]


Rude Business Phone Antics

Posted by & filed under Customer Service, Leadership & Management.
Business Phone Use

What is proper Business Phone Behavior?   Have you ever made a phone call to a business and gotten the answer, “So-and-so isn’t here right now. Can you call back in 15 minutes?” Do you find anything wrong with that? In a tennis game, when a player hits the ball, the second player hits it […]


Happy New Year from the People at Improving Communications

Posted by & filed under Business Writing, Customer Service, Diversity, Grammar Rules, Human Resources, Leadership & Management.

Well lookie here… the Earth has revolved around the Sun once again! Three hundred sixty-five days have elapsed (or as the cast in the musical Rent would sing, “525,600 Minutes”). A year is a good marker for progress made. Once it’s completed, it all starts again.  Happy New Year.   Two thousand seventeen has been Improving Communications’ best year yet. We owe […]


Listening: One Cohesive Unit (Rod Morgenstein)

Posted by & filed under Customer Service, Leadership & Management, Music, Networking.
Rod Morgenstein

NOTE: As you read, apply Rod Morgenstein’s message of listening to your profession by substituting the discussion of “music” with “work,” and terms related to “musician” with “colleague.” Listening is the practice of being in the moment, in touch with my surroundings, and fully aware that I am part of a creative process that involves […]


ME First! Me First!

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Me First, Me First

We see it all the time, people focus on their own needs first. That leaves the needs of others come in somewhere after. Unfortunately, that does not always work in when you are a Customer Service professional, and not the customer. “It’s all about ME!” “ME first! ME first!” “The most important person in the whole […]


Nick Beggs on Listening

Posted by & filed under Customer Service, Leadership & Management, Music.
Nick Beggs on Listening

Nick Beggs is an English musician, noted for playing the bass guitar and the Chapman Stick. He is a member of Kajagoogoo and formerly Iona and Ellis, Beggs, & Howard. Nick has worked through the years with Steve Hackett and Steven Wilson. His current project is The Mute Gods. Listening Means Understanding Relationships There are […]