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James D. Feldman, CSP, CITE, CPIM Shift Happens!®
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WOW them: It’s called a customer ‘return’ policy for a reason

by James D. Feldman, CSP | Aug 7, 2013 | Customer Service

D-A-T-I-N-G Your Customer means you know they have choices. It’s called a ‘CUSTOMER RETURN’ policy for a reason. W.O.W. them instead of ‘why’ them.     Store returns are a fact of retail life. No matter what you sell, people will...

5 Tips to Deliver Excellent E-Commerce Customer Service

by James D. Feldman, CSP | Jul 11, 2013 | Customer Service, Innovative Problem Solving, LESSONS

Customers are bringing a whole new set of expectations to shopping on the web that never existed with traditional retail stores. Typical internet Customers go to your site, input their information, hit the send button and boom! They expect UPS at their door. Because...

How to Make A Complaint

by James D. Feldman, CSP | Mar 4, 2013 | Change Management, Customer Service

As we focus on the April 15th dealing to file taxes would like to suggest you also review all of your bills from the phone company, Internet provider, cable, mortgage, and credit cards, etc. During the last month I have discovered over $900 in billing errors in credit...

Dazzle Your Customers on Valentine’s Day

by James D. Feldman, CSP | Feb 13, 2013 | Change Management, Customer Service

Just like Valentine’s day should be everyday, you need to focus on your customer, just like you were dating. Any date starts with a raised level of expectations. No one goes out just to “kill time.” A reason always exists. Whether you want to dazzle your date or...
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