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3 Keys to Building a Winning Customer Service Strategy
How will you meet and exceed your customer's expectations and keep them coming back and spending throughout 2003? January is a time for resolutions to be made. It is also a month when resolutions are broken. Did you make a resolution to eat better,...Continue

Customer Service Has Moved Toward Customer Care
As I waited for an answer to my VCR inquiry from a stereo company, the recording stated a “customer care” representative would be available shortly. At that moment, I realized it’s finally catching on...Continue

In the Villa of the Sick Cat--A Lesson in Customer Care
If you're a pet owner, you know the stress of having a sick pet and you know that having a great veterinarian is a wonderful thing. My cat, Zoe, came down with a nasty infection that had me racing off to the vet's office last week with an unhappy, howling...Continue

Is Bad Customer Service Killing Your Business?
It's time to beat the old bad customer service drum again. I know, I'm sick of beating the drum, too, but as long as bad customer service runs rampant through so many businesses I feel it is my entrepreneurial duty to bring it to your attention. So grab a...Continue

Silly Service has its Serious Side: Test Your Customer Service Knowledge!
Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why...Continue

Thinking of Using a Coach? Watch Out!
More and more professionals and managers are hiring success coaches to help them move ahead more quickly. This can be either a great idea - or a very bad one. There are now many 'posers' out there who are happy to take your money and then leave you high and...Continue

 

Astonish Your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and you build your business for life. Proven by the leader in the industry -- Nordstrom's. Nordstrom's customer service keeps improving and they continue to drive others out of business because of it. Here are six ways you can thrill customers and snatch a larger market share from your competitors.

...Offer to do an extraordinary favor

Here's an example of what I mean: A customer of a moving firm wanted to ship a kitchen table and chairs set to his son in a city 300 miles away. But the moving firm had a hefty weight requirement and a high minimum fee. The firm's manager said he made regular trips to that city. So he offered--at no cost--to load the set in his station wagon and deliver it on his next trip.

...Under promise, over deliver

A well-known air freight company promises to deliver a package by 10 am the next morning--but often delivers by 9 or 9:30 am. A local printing company always finishes the job before the due date. These are companies customers can count on.

...Give them a benefit they don't know exists

If your business offers coupons for certain items, discount those items for those purchases even if customers don't have the coupons.

...Put concern above profit

Only offer customers items they can use. Don't sell them higher-priced products just to make a big sale. You'll win the loyalty of customers if you look out for their best interest.

...Follow up after the sale

The most successful salespeople follow up regularly at scheduled times--not when they have a spare moment. Help yourself follow up by keeping a log of commitments made and when you promised to keep them.

...Comfort customers in time of need

Let's discuss this with an example. If a customer's air conditioning unit blinked out on the hottest Saturday of the year. Have a backup plan for these type of emergencies. People never forget it when you ease their comfort and will become your biggest raving fan. Return their call no matter how busy you are or have a plan on how to handle these calls. Work later than normal or have someone part-time and on-call. Talk with them on how you can ease their comfort until you can make it there. Ask if they would like to go to the mall or a movie where it is air conditioned and you will call them when you arrive. It doesn't matter if you are in the air conditioning and heating business or you're a consultant, think of ways you can ease customer's comfort. And don't forget to advertise that as well.

About the Author

Catherine Franz is a Life and Business Coach and Master
Practitioner in the Laws of Attraction. Catherine guides
others in finding the light of their own existence and walking
an attractive truth in their own lives.
http://www.abundancecenter.com
http://abundance.blogs.com

 
 
 
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