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Customer Service Information
First Contact: The Source of Customer Loyalty
With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty.
Should I Have My Company Mystery Shopped?
I wish I had a nickel for every time someone said to me, "Oh, you do Mystery Shopping; I always wanted to do that!" I think most people do find the thought of posing as a customer and reporting back on how they were treated, rather intriguing. But there is a lot more to it that skulking around in a trench coat and spy glass!I believe most companies have taken the plunge and decided that it really is important to conduct frequent "mystery or secret shops" of their businesses.
Absence Makes the Heart Grow Fonder
However, in the world of business, this cliché may not necessarily be true. Sometimes it can be more like 'Out of Site, Out of Mind'.
What Do They Want Anyway?
You want customers. I want customers.
Your Actions Tell Your Clients How You Expect To Be Treated
There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated.
Are You Putting Technology Before Your Customers?
Which is more important the technology or the customer?The one thing about the online world you can be sure of is change.
It seems like every day there is a new technology being added
which will make the internet more accessible.
Astonish your Customers With These Customer Service Tips
Customer service today is getting worse. Win customers over
and you build your business for life.
To Complain and Win! - My Personal Recipe
Prime directive: Make sure your claim is reasonable! Otherwise, forget it.First thing: If you have a legitimate claim denied or a beef with a company (my method can be applied to insurance companies, dealerships, bad fish, or whatever), prepare yourself for the likelihood of frustrating conversations with people who either can't think for themselves or have been told by their boss not to.
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit.
Oil Change Customer from Hell or Hoax; You Decide
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they "Evacuate it" or in the industry we call it "E-VAC" and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out? The answer is not all the oil.
The Added Value - Is YOU!
If there was a restaurant in your town that was physically attractive and clean, had a pleasant variety of entrées on the menu, served food that was prepared in an attractive manner, and the service was outstanding--the maitre'd greeted you by name, remembered which was your favorite table, stopped by later to inquire about your needs and satisfaction, the waiters and waitresses bent over backwards to make your dinner a pleasurable experience and always treated you as if you were their most important patron--would you be willing to pay a little more than other restaurants charged?Many of us will pay a more to obtain better treatment. Why? Today, outstanding customer service has become the exception rather than the rule.
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as the perennial example of the benefits to employing greeters,Walmart has hung on to its practice faithfully.
Sorry, No Customer Service After 4:00 P.M.
A few months ago, I wrote about ingenious styles of customer service that every business should know about, mostly because their employees were inflicting them on their customers.For instance, I warned about "in your face customer service" and "run for cover customer service", two equally effective opposites.
How To Keep Your Customers Coming Back -- Understanding Customer Retention
Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base.
How To Kick Your Customer Service Up A Notch!
Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?This is a big question so where do we begin?As an overview, it's a given that the answer is three-fold: People, Process, and Technology.
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MORE RESOURCES:
Customer Service Representatives
Kingsport Times News, TN - Aug 4, 2006
... We’re looking for 75 Full-time Night-Shift Customer Service Representatives with good communication and basic computer skills. ...
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Customer Service Clerk
ic Coventry, UK - Aug 3, 2006
... its successful team. Your main purpose will be to support the Customer Service Reps with their daily workload. This office based ...
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eGain to Showcase Customer Service at eFinancial
Xtvworld (press release), India - Aug 4, 2006
Come see how e-Gain's newest software suite eGain Service 7(tm), can help make your customer service and call center departments achieve better service ...
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Talisma Starts Customer Service Forum
Communications Convergence - Aug 3, 2006
... research. Presumably, the consortium is a forum for these companies to share helpful but non-sensitive customer service advice publicly. ...
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Is Your Customer Service Score A Mystery
RTO Online, MO - Aug 4, 2006
... service.”. Shoppers’ View provides a comprehensive, highly effective system of feedback designed to improve sales and customer service. ...
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Profiting from Bad Customer Service
Washington Post, United States - Aug 4, 2006
... the kind that consultant Fred Reichheld calls a "detractor" in his book "The Ultimate Question", a must-read for anyone concerned about customer service. ...
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RELATED ARTICLES
Turning Customer Mistakes Into Raving Fans
When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.
My Child Has Opie Eye!
7:00 a.m.
And The Difference is... Attitude
I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, "Hello Mr.
Making Your Contacts Work For You
The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman.
Saying Thank You to Your Clients
"Thanking your customers" - Why you should do it and how..
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.
How To Use Your Current Customers
Jay instructed a customer of his to offer a rare coin collection to new customers for just $19. He was actually losing a couple of dollar on every sale! But .
The Sellers Creed
I will not make sales. I will make Customers.
Customer Service A Chickens Way
Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there - they serve up amazing customer service.
Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service
Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and was taken to one of those "You would have to be crazy to pass up this business opportunity" sites.
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really excel at?" They will almost always reply, "It has to be our client service.
Complaining Consumers
The salesman's job is to be well informed; extremely well informed. For this information is how he earns his bread.
Increase Sum in Your Check Account with Follow-Ups
We'll be examining what makes follow up to prospects/customers so important on our online world today.Are you familiar with this scenario?
Joined an affiliate program with good pay-out.
Be A Resource
What is one of the greatest ways to add value to your business? Nope, it's not giving away free merchandise, offering special discounts, or even creating a preferred customer club. One of the most valuable commodities that you can provide your customers is INFORMATION.
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset customer. I was arriving on a late
inbound flight and connecting with the last flight out on the same airline, but the
connecting flight left without me! At first, I was furious when told to wait in a line of
300 people to resolve my problem.
Carpet Cleaning in Surrey
Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money.
There are a number of ways in which one can obtain these.
E-Business's Best Friend: eCRM
From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that question, chances are you're also in the dark about the following questions. What customer demand trends can I expect in the future? How can I improve customer retention? What can I do to build long-term relationships of trust with customers? Knowing the answer to these questions can mean the difference between long-term growth and profitability and crashing and burning.
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers"From this we can learn that CRM is more than just a piece of software; CRM is a business strategy, one that puts the customer at the heart of the business."That's nothing new" I hear you say, and you would be right.
Write a Business Thank-You Note
Have you seen that thing on TV where the gal tells
the nerd she wonders why he never asked her to
marry him and he stumbles and says "Thank You" and
she turns to butter?The point of the message is that "Thank You" goes
a long way to making people feel better.Personally and in business, develop the "Thank
You" habit.
Under Promise & Over Perform: The Art of Managing Customer Expectations
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On the morning of the Northridge earthquake, Conrad's was the only restaurant in town that opened for business, and stayed open until the last customer went home.
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