Customer Service

Articles courtesy of Steven Smith

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Customer Service

10 Customer Service Quality Statements To Measure Up Against
It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than ...(related: Customer Service)


11 Moments Of Truth
These moments come when a customer or client?1. Hears someone else praise you or your work.2. Likes your physical presentation (appearance, voice, and smile).3. Is touched intellectually and emotionally by w...(related: Customer Service)


11 Ways To Get What You Want - Be A Clever Customer!
We all want great service, whether we are buying our weekly groceries from a store, or want a billing hitch resolved at our local utilities provider. Whether it's getting our car fixed, or a great meal in a restaurant. So we can holler and complain about how poor customer service and satisfaction has become - or we can do something about it ourselves, when we have those one-to-one opportunities with a real person.

  • Be positive and confidentBusy sales staff are under pressure and they like to deal with people who are clear and know what they want - then they can get on with their next customer! So perk ...(related: Customer Service)

    3 Special Benefits Every Customer Wants
    Every customer looks for 3 special benefits when they dobusiness with you. They may not specifically ask for thesebenefits. But you're losing sales if you don't automaticallyprovide all 3.1. Fast ResultsProspective customers may take a long time deciding whetheror not they will buy from you. But once they decide to buy,t...(related: Customer Service)


    4 Customer Service Mistakes Companies Should Avoid Making
    1) Being placed on hold endlessly. Don't you just love it when you call a company and they place you on hold, leaving you to listen to their latest on-hold, recorded sales pitch, over and over again. Would you think it normal business practice for a retail store clerk to ask you to "wait a minute" while they disappeared into the back of the store for ten, fifteen, thirty minutes or longer? People do things over the phone that they would never do in person. It's bad business either way to l...(related: Customer Service)


    4 Easy Steps To Better Online Customer Support
    Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll...(related: Customer Service)


    4 Myths About Customer Value
    The purpose of business is to create and retain a customer.Much has been written about customer orientation, customer relationship management (CRM), Customer...(related: Customer Service)


    4 Things Your Clients Want From Your Company
    Sure, all clients are different. They have different kinds of strengths, weaknesses, cultures and goals. Even what blocks their efficiency and growth (blind spots) is different. Davis, Kingsley & Company has conducted hundreds of interviews and there are four strong themes that always emerge.Listen to me. This is the Big Daddy of client desires. Your c...(related: Customer Service)


    4 Tips Toward Overcoming Bad Customer Service
    Customer service is the pits, you say. You are not alone. One of the biggest gripes from consumers today is the poor service they receive at the hand of service providers. You need not be victimized by lousy service nor do you have to move heaven and earth to get what you want. Let's take a look at four options you can take to get the results that you want and deserve!Uncooperative Telephone Personnel: Chances are if you have a complaint or a problem with a product, you will have to contact that company's Customer Service department. When calling, if you find a cooperative and caring individual, consider yourself fortunate. If you do not succeed in finding a cooperative and caring individual or the information that you receive from them is unacceptable, simply hang up and call back. More...(related: Customer Service)


    5 Golden Online/offline Business Rules To Live Or Die By
    Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product...(related: Customer Service)


    5 Ways Customer Service Managers Are Implementing To Increase Customer Focus
    According to a Forum Corporation survey of commercial customers lost by 14 major service and manufacturing companies:15% found a better service/product15% found a cheaper service/product20% cited "lack of contact and individual attention from the company"50% said; "contact from old suppliers" personnel was poor in quality"...(related: Customer Service)


    6 Reasons Why Complaining Customers Are Golden
    With Some Tips on How to RespondTt has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business. Most of us don't really care to deal with whiners or complainers, but, if you'll just take a deep breath and take some time to think about it, many times they offer you some solid insight into your business ...(related: Customer Service)


    7 Bits Of Critical Information You Cant Afford Not To Know About Your Customers
    If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business.Ideally, you need a profile for each of your cust...(related: Customer Service)


    8 Critical Steps To Establish A Customer Service Culture
    "Every company's greatest assets are its customers, because without customers there is no company,"--Erwin FrandDuring our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels ...(related: Customer Service)


    A New Way To Handle Complaints, Or Is It?
    What a lot of money we have been wasting on dealing with customer complaints.Instead of dealing with them and attempting to satisfy the customer we should create a process that makes complaining so difficult then when customers complain they get such a huge negative experience and never receive any satisfaction.They will think very hard before they complain again.This approach is working already.Fifteen Years ago I moved up to the West Coast of Scotland.After three years of the Highlands I decided to make it my permanent home and settled down to live in the most beautiful imaginable spot on the shores of Loch Long.In the mornings I would lie in bed and listen to the radio, gently smiling at the all the roads in England that were li...(related: Customer Service)


    A White Paper: Profiting With Kindness
    In 2002, there wasn't much interest for Kindness in business, and some business people would question, "What does kindness have to do with business, anyway?" Is this a for real question or just to prove a point? Or perhaps they co...(related: Customer Service)


    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'.Your existing clients are your most important business assets. They are already aware of the exceptional products or services that you provide and you have already built a trust with them.These happy clients will be the first to recommend you and your business to others that may be in need of your servic...(related: Customer Service)


    Accountability
    The Call Center world is an intense pressure-driven environment continually being shaped by pressure to ensure steady profitability and a secure competitive advantage.Accountability and a basic fundamental understanding of Performance Management serve as two of the most power tools a Call Center manager has at his/her disposal. Specifically, accountability when used properly with practical down to earth communication can change the way a group performs and takes responsibility for their performance.To understand accountability, think of it as a focal point o...(related: Customer Service)


    Accountants / Lawyers Do Yourself A Favor - What Do Your Customers Want?
    In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. This simplicity of service and communications can grow your business and ensure that you never need to look for more work! And the sad fact is that there are many practioners that just don't deliver.So what makes a 'good accountant / lawyer'? People from all walks of life are looking for someone they can trust with their hard earnt money and that gives advice that can be understood. They aren't interested in Part IVA, debt defeasance, estopel and other industry terms or jargon and t...(related: Customer Service)


    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.Mediocre is a strong word for averag...(related: Customer Service)


    Adjustment Denied
    It's just a simple thing ? I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box. The dents didn't affect the way the shelves worked, but it did affect the way they ...(related: Customer Service)


    Aint We Wonderful!
    It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or put your children through college. You think this is a joke? Recent research shows that something like 60% of businesspeople place more importance on wh...(related: Customer Service)


    All Of The World Of Business Is A Stage
    One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.Applying the principle in school, I would lock my legs stiffly and allow my arms and hands to flex gently as if they were in a flowing breeze. It was not easy for me as a third grader to stay in character as a tree.My professional acting career still lies dormant, but the concept of being in character is wide-awake. I heard a story last we...(related: Customer Service)


    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. Galler," which shocked me further as I don't have a clue how he knew my name ? obviously there was some way of identifying my car, and therefore me, at a distance. "How was your trip; was everything OK with your car?" he inquired in a friendly, personal tone. "Everything was fine I replied" "Great ? I hope we'll see you back soon. There is some bottled water in the cooler over there for you" he said as he directed me towards the shuttle bus to the terminal.As I made my way out of the facility, two more staffers greeted me, not in the impersonal manner of an automaton...(related: Customer Service)


    Are You A Coward? I Was
    Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast becoming the tool of the coward. At Beyond Philosophy we worked with a client a while ago whose account managers and sales teams never used to speak to anyone! They just used to send emails. If the customer called in they were greeted by answe...(related: Customer Service)


    Are You Giving Your Customers Enough Reasons To Return To Your Business?
    Good customer service just isn't enough anymore in the marketplace in which we live. Times are changing and business owners are learning that they need to create such an awesome customer loyalty program that they are always ...(related: Customer Service)


    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 addedwhich will make th...(related: Customer Service)


    Are You Satisfying Your Customers?
    The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by when consumers become less satisfied. The ACSI fell dramatically in the fourth quarter of 2004. The Index now stands at 73.6 ? dropping nearly 1% compared with the third quarter. One would have to go back almost seven years to find an equivalent decline.While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true.What's inte...(related: Customer Service)


    Astonish Your Customers With These Customer Service Tips
    Customer service today is getting worse. Win customers overand you build your business for life. Proven by the leaderin the industry -- Nordstrom's. Nordstrom's customerservice keeps improving and they continue to drive othersout of business because of it. Here are six ways you canthrill customers and snatch a larger market share from yourcompetitors....Offer to do an extraordinary favorHere's an example of what I mean: A customer of a movingfirm wanted to ship a kitchen table and chairs set to hisson in a city 300 miles away. But the moving firm had ahefty weight requirement and a high minimum fee. The firm'smanager said he made regular trips to that city. So heoffered--at no cost--to load the set in his station wagonand delive...(related: Customer Service)


    At The Carwash; The Customer Really Is Always Right
    You have no doubt heard the saying that the customer is always right. When you are a customer you happy with this position, when you are the owner of a small business, sometimes you see this is like opening Pandora's box. But for the sake of argument, let me add a caveat to that saying: "The customer is always right, even when they're wrong and you know it." After 27 years in the car wash and cleaning industry, I have heard it all. Here are some ways carwashes can mitigate upset customers.Handling ComplaintsWhen you handle a complaint, you need to treat the customer as though they are in the right for expressing their opinion, and since you are taking their money, they have every right to comp...(related: Customer Service)


    At Your Service: The Ten Commandments Of Great Customer Service!
    Customer service is an integral part of our job and should not be seen as an extension of it. A company's most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates.The practice of customer service should be as present on the show floor as it is in any other sales environment.The Ten Commandments of Customer Service1. Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget t...(related: Customer Service)


    Attitude Of Service
    When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service.It has recently come to mind that the attitude of service is not something you put on and take off when at work. It is s...(related: Customer Service)


    Automating Your Customer Support
    My regular readers will know that one of the things I highly recommend doing with any online business is automating as many of your day to day tasks as possible.From a personal point of view, one of the tasks that takes up a lot of my time is answering emails. It isn't just answering email that eats up the hours - sorting through and deleting spam and junk mail absorbs a lot of time too. In the good old days, I used to get a couple of spam emails a day. Now it is closer to 1000 a day!In fact, when you look at it, email isn't always the best form of online communication. Not only is there the junk mail issue to contend with but also the fact that email is not 100% reliable. Emails do 'go missing' far more regularly than you might expect. Oft...(related: Customer Service)


    Automating Your Help Desk Workflow
    Do you know you can open, answer, close and report help desk information without human intervention?Automation is a powerful feature provided by most enterprise level help desk products; however, most organizations rarely take advantage of these features. Based on a survey conducted by RightStar Systems, only 5% of the help desk managers interviewed were using automation to its fullest capacity. Most use it to some degree while others do not use it at all. Tom Jud, Emerging Growth Manager for BMC Software, has observed "?that the Business Rules Engine pro...(related: Customer Service)


    Basic Levels Of Consumer Integrity That Presently Permeates Society
    Reality is not always pretty. But here is a tad bit of it for you today. Well here is an interesting occurrence that is of interest. And this is in any town middle class USA, mixed races neighborhood, the person in question happened to be white. While standing in line a counter for my turn to order and pay. A lady was talking to what could have been her daughter (teenager) and with her was a young child about 3 or 4, who carried a doll and was messing around with ...(related: Customer Service)


    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 cust...(related: Customer Service)


    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...(related: 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.Your question, undoubtedly, is how do I find time in my unbelievably over-loaded schedule to become a customer-enthusiasm guru? Following are a few quick steps you can take to focus on your customer in everything you do:1. Evaluate your customer base. Who are your best customers and why? What similarities do they share? What are their core needs and how do you solve ...(related: Customer Service)


    Becoming A Solution To Your Customers Problems
    Those of us in home based and small businesses are in effect selling our product. So becoming an effective salesperson is very important. Remember, however, that selling is not the only thing you do. Don't forget to use your time wisely.What you want to do to help you move forward is to:Plan and prioritize. If the majority of your day is spent with your customers, you will need some down time. You need to have time to look at the trends in your business. By this I mean go over y...(related: Customer Service)


    Breaking The Ice And Winning Over The Client!
    Wherever you turn these days you'll find articles covering every business strategy and tactic available to man, from how to make a great presentation to strategies for success all the way to negotiations and prospecting and getting a client to commit. But hardly anyone touches on the subject of breaking the ice with a new client and winning them over.Experts say it takes only three seconds to make a first impression. That doesn't give you much time to dazzle someone with your professionalism and polish, e...(related: Customer Service)


    Businesses Need To Rehumanise
    Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here. Aren't you tired of having to talk to machines and sit waiting in queues that may not even really exist, while horrible music repeats itself over and over for eternity? How about having to talk to person after person as they try to find someone else who 'can' do the task that you need done? What about the machine that tells you to speak into the phone but can never properly interpret what you are saying? Or pushing buttons, how many numbers have you had to push before finally being told that t...(related: Customer Service)








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    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." Look all around you and you will find that the truth of this statement is as evident as the clothes you wear.So, if you don't expect to be successful, you're telling the world you probably don't think you have what it takes to succeed, if you don't expect to get the order, you probably won't, if you don't expect to get referrals from your clients, you probably don't believe in your heart that ...(related: Customer Service)

    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 .... of the 50,000 people who bought the coin collection for $19, nearly 10,000 come back and bought.Pretty impressive, don't you think?Your current customers will make you more money than any others methods, so I hope that you're paying attention.If you give them good information and a good customer service for high quality, then it will be very easy to sell to these peop...(related: Customer Service)

    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. Galler," which shocked me further as I don't have a clue how he knew my name ? obviously there was some way of identifying my car, and therefore me, at a distance. "How was your trip; was everything OK with your car?" he inquired in a friendly, personal tone. "Everything was fine I replied" "Great ? I hope we'll see you back soon. There is some bottled water in the cooler over there for you" he said as he directed me towards the shuttle bus to the terminal.As I made my way out of the facility, two more staffers greeted me, not in the impersonal manner of an automaton...(related: Customer Service)

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