Customer Service Information
Boomerang Customers- What You Might NOT Think Brings Them Back!
With all of the calendars and PDA's and lists I make I recently did a really dumb thing. I forgot my best friend's birthday and her anniversary. Both special days are back to back and I forgot both of them. After being friends for twenty years I feel old and stupid!
The death of customer servie
The other day a reporter call to interview me on the ?Death of
Customer Service?. My first reaction was to deny that charge
and claim that customer service is very much alive and well.
But upon further thought of the service I?ve received over the
past few months and what others have related to me about
their experiences, I had to admit that the quality and level of
service has decreased. Upon further thought I realized that it
has been on a decline for quite a while.
Top 10 customer service tips
1. Hire people who have a service attitude. Some people
simply enjoy serving others, their organizations, and even
their communities. The spirit of service dominates their
personality. This attitude of service has nothing to do with
money or background, and people who have this attitude
are not necessarily the most outgoing or bubbly. This type of
person will move your business forward. These people
make the best salespeople as well.
Listening: The Foundation of Communication
Ten Ways to Help You Improve Your Customer Service
1. Stay in contact with customers on a regular basis. Justas it is bad news to send out too many emails to customers,it is just as bad to not stay in contact with them.Customers don't want to feel abandoned. So don't.
Handling Angry Clients
What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person.
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your business? As a mystery shopper, I help businesses see themselves through the eyes of their customers by posing as a typical customer and evaluating their service, quality and cleanliness. Was it easy to find what I needed? Were the employees polite and helpful? Was everything neat and clean? Was I thanked for my business? What happened when I made a return?
The 3 Rs of Customer Service
What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company?s forget the 3 R?s of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn?t right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again!
What?s in a Name?
Different people call their Customers by different names. If they don?t have Customers, they have Clients, purchasers, licensees, users, patients, members, franchisees, or buyers. Each of these words carries meaning to those who say them. And those meanings say something about the health and long term success of the enterprise.
Marketing as a Spiritual Practice
?Marketing as a spiritual practice.? It sounds contradictory ? how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that marketing isn?t all about struggle, jargon, tricks or gimmicks, spiritual practice is the very root of success.
Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support
Despite rumors to the contrary, the Web is not dead. More people are using it,
they have faster bandwidth, and in many cases Net-time is taking over TV-
time. It's no wonder more users are turning to the Net for help, rather than the
telephone. So why not take advantage by offering your customers help online
after the sale? Given that the average customer care call is $33, it's a great way
to please customers that prefer the Web over a phone queue and save money
too.
Customer Service - Winning Customer Experiences
Winning Customer Experiences
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.
Customer Service: Why Bears Make Bad Customers
Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business run better. By picturing this person in my mind, I am able to develop products and services that I know will benefit that customer. But what happens when a not-so-ideal customer enters the mix?
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts
that swept the business world in the 1990?s with the promise of forever changing
the way businesses small and large interacted with their customer bases. In the
short term, however, it proved to be an unwieldy process that was better in
theory than in practice for a variety of reasons. First among these was that it
was simply so difficult and expensive to track and keep the high volume of
records needed accurately and constantly update them.
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RELATED ARTICLES
Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. Alongside the fruit and vegetables, meat and tinned foods they sold refrigerators that they had purchased at very low cost from an eastern European company (these were the days when East and West Europe rarely traded with each other).
These fridges were very cheap ? and they worked! The retailer passed on much of this low cost to grateful customers who purchased them in great numbers.
What the retailer didn't consider was that fridges ? unlike tins of beans ? occasionally need spare parts. They sometimes breakdown or are damaged. What the retailer forgot was AFTER SALES.
It was entirely understandable the customers would make the assumption that the retailer would have this in hand. Trouble is, they didn't. The parts - and the engineers who knew who to fit them - were in Poland. So, to many customers, what seemed like a bargain turned out to be a problem. This retailer is now very successfully selling non-food goods alongside food products and I am sure they did the decent thing by refunding their disgruntled fridge customers of many years ago.
Not all companies are so good with their customers. Some will sell products as a one-off transaction and will not be interested in what happens from the moment the product has been sold. "We don't do repairs and we don't sell spare parts. Contact the manufacturer." This is not a lot of good if you live in the U.S. and the manufacturer is in Shanghai, for example.
Of course, some products and are not designed to be repaired or refurbished. The manufacturers simply expect them to be thrown away at the end of their life, even if that life is relatively short. An example is the microwave oven. Who fixes yours? Nobody, I suspect. They are usually repairable, but rarely is one ever repaired. No, they just end up in landfill alongside many other goods that are also thrown away rather than "made good". No wonder many countries around the world are introducing legislation to limit the extent to which such goods can be tossed away so casually.
So, next time you are considering a purchase, especially the purchase of an expensive product or a mechanical product, consider the following tests:
1. Is it built to last?
2. Does it come with a guarantee?
3. Is there evidence of the product's durability?
4. Is it designed to be repaired?
5. Are spare parts available?
Remember also, that repair is better for the environment than replacement. Of course, old products do need to be replaced eventually, but why replace prematurely just because you have purchased a product that failed the tests above?
One group of products that pass these tests with flying colors is Insect-o-Cutor Fly Killers. Have a look at www.flykiller.net and you will see them there.
Let's put them to the above tests:
1. Insectocutor Fly Killers are made of steel. Their solid construction is one of their best selling points.
2. They come with a 5-year guarantee
3. Go to any restaurant or commercial kitchen and you will see Insectocutor fly killers that have been there for 20 years ? and still going strong!
4. Insectocutor fly killers are constructed in a logical way making repairs straightforward. Insectocutor also provides support for repairs.
5. Insect-o-Cutor sells a range of spare parts for all of their fly killers ? even for models that are no longer in production. And their best UK distributor, Arkay Hygiene ? at www.eeeee.co.uk - is always happy to provide these spares as well as replacement u.v. lamps and glueboards
After sales is just as much about the customer as it is about the product. Making a sale is not the end, it is just the beginning. Insect-o-cutor is a good example of a company that demonstrates its concern for it customers through the long-term support offered for its range of products. Just think on that one when you are next down the municipal dump with your broken down microwave!
Increase in Customer Sales = Increase in Customer Service
One of the most popular questions asked in online business forums or even by my customers and subscribers is this :
Call Center Services - An Ever Increasing Demand
Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. Nowadays, a client will normally expect to be able to contact a company representative more or less twenty-four hours a day, seven days a week, either by phone, fax or email. Clients expect a quick response and courteous, efficient service regardless of how the communication is carried out. Though the technology to support this level of service is readily available, it can be a challenge for call centers to keep up with. Moreover, the quality and scope of outgoing calls remains important, as global competition for clients is fiercer than ever.
Caring for Your Customers
You probably think I am going to say something like, "The customer is always right." Right?? Wrong.
Service Equals Performance Equals Service
Service can be described as a "performance" of some kind involving two parties whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor.
When I looked it up in Webster's, there it was #11 out of 31 definitions. The payment part was not included, but the key word mentioned was "performance."
Renewing Customer Loyalty
Every business loses customers, but not many do much about getting them back. And that is a big mistake. Studies show that the average business looses 20 percent of its customer base each year.
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees to wear nametags. (There's a surprise!) Sam Walton created this initiative because he wanted his customers to "get to know the people they bought from."
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts
that swept the business world in the 1990's with the promise of forever changing
the way businesses small and large interacted with their customer bases. In the
short term, however, it proved to be an unwieldy process that was better in
theory than in practice for a variety of reasons. First among these was that it
was simply so difficult and expensive to track and keep the high volume of
records needed accurately and constantly update them.
Customer Neglect
What have you done for your existing customers lately? Probably not much, if you are like most businesses.
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."
Customer Service For Huge Profits
Customer service is the most vital asset for Business
either it is online or offline. It's the critical factor
which determines if your business has a future or not.
There are two vital components to every interaction you
have with a customer
Under Promise & Over Perform: The Art of Managing Customer Expectations
I'll always feel warmly about Conrad's restaurant, in Glendale, California.
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.
The Sellers Creed
I will not make sales. I will make Customers.
Customer Service Is Dying - and Im Not Feeling So Good Myself
Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire. Then you finally get someone on the phone, only to be told, "I can't actually help you; I'm just paid to apologize, and I'm really sorry about that."
Five Ways To Wow Your Client
Running a business is about providing goods and services to human beings. Their experience with you can make the difference between a good day, a terrible day, a nothing-special day, and a "WOW" day for them! Wouldn't you like to be the reason a client's day changes from boring to "WOW?"
The Number 1 Rule for Businesses - Be Professional
Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen.
Add Value - And Kill Mediocrity in Customer Service
There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.
Become a Customer Enthusiasm-Guru!
One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper, service provider and sales-manager, their most important title is Customer-Enthusiasm Guru.
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weather
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