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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...Continue
Awesome Customer Service Requires a Three Pronged Attack
The perception in the marketplace, according to research, is that customer service is declining. Whether consumer expectations have increased or services have declined over the last few years is debatable. The fact is, perception is truth, in the consumers’...Continue
Consumers Demand Better Customer Service
If you receive bad customer service from a company on the telephone, through e-mail or a Web site, you are likely to take your business elsewhere next time, a recent study shows.
Research co-sponsored by Kelly Services and Purdue University’s...Continue
Customer Service Is King
Do you know the one thing that can make or break your business faster than anything else? If you said Customer Service - give yourself a prize. For the past 15 years, my job has been customer service...Continue
Mystery Shopping - Mysterious Way To Improve Customer Care
Performance analysis and mystery shopping is crucial for any modern business. It is an important part of improving quality of service and enhancing sales so that the business progresses and rules the market. The company that proves its competence gains...Continue
Top 10 questions about customer service and business
Question 1: Is it true that the client is always right?
Answer: Yes. The customer is always right. The customer's
perception is reality.
Question 2: If the client is always right, does it mean the
service provider is always wrong, even if they...Continue
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Putting The "Service" Back In "Customer Service"
The future of customer service is here. Technology has made
seeking out support faster and easier than ever. But, has your
digital age company sacrificed true service in the name of
automation?
Today, finding customer support is as simple as writing an
e-mail or picking up the phone. But, even though you're not
face-to-face with your customers, you still leave a lasting
impression. Do you come across as caring and competent, or
menacing and mechanical?
Offering stand-out service on the Internet isn't as hard as it
is rare. Take these simple steps towards old-style service in
the digital age:
Give Each Customer a Personal Response Be Clear, But Sincere
Offer Live Customer Support Make Sure Your Support Reps Have All
the Answers
Give Each Customer a Personal Response When a customer sits down
to e-mail your company, it's because he needs help. He chooses
e-mail because it's quick, but his request still warrants a
satisfying and personal response!
Companies eager to save time and money often take automation too
far in their customer support. Each customer has a unique
question, and deserves a unique answer. Even if you save time by
copying and pasting stock replies, change the opening and
closing to make the message sound less robotic.
Be Clear, But Sincere When responding to customers' e-mail, be
sincere and to the point. Before sending a message, try turning
the tables. Ask yourself, "Would this answer satisfy me if I
were the customer?"
Take that extra moment to give your customer the help he
deserves. It might mean the difference between a satisfied
customer and a credit card chargeback!
Offer Live Customer Support E-mail has become an acceptable
form of communication. But, live customer support is still
necessary. The plethora of information available online can be
overwhelming to customers, especially those new to the Internet!
Single your company out from the crowd by providing customers
with a real person to talk to. Live phone support is an
invaluable way to foster trust. When your customer has reached
the end of his Internet rope, and just needs help, your toll
free number is the answer he's looking for.
Make Sure Your Support Reps Have All The Answers The presence
of phone support will do no good if your staff doesn't know your
product! Customer support reps should be warm and friendly, and
willing to help with any aspect of your product.
What a good feeling it is to talk to someone who feels confident
in his product. It's even better if he's knowledgeable enough to
solve your problem without transferring you all around the
company!
Provide Stand-Out Service; Gain Lifelong Customers Too many
e-businesses skimp on customer service, hiding behind web sites
and message boards. Customer support is an integral part of
every company, even those operating solely online. Be one of the
few to offer stellar service, and gain customers for life!
About the author:
Learn more about customer service, opt-in autoresponders,
automated follow up and newsletters for small businesses:
http://www.bsleek.com/emarketing ------------ Some sites that
use the bsleek/aweber email system are http://www.daterade.com
and http://www.wittyshirts.com
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