|
|
|
|
| |
|
|
RELATED ARTICLES
Customer Service - A Lost Art? Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually DO receive excellent customer service that it makes such an impression on us that we usually choose to go back? Why - because the occurrences are so few and far between!!! Customer Satisfaction Is Your Business Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long-term success you will achieve in business. How to Keep Customers Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London. Restaurant Owners ? How Important are People Skills? You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect. What's up? What's going wrong? How to Win the Hearts of Your Customers and Friends Those of us doing business over the internet have to become especially adept at our listening and speaking skills since we don't have the luxury of talking with our customers face to face. It's especially important to give those on the phone extra attention - listening to their voice, because that is the only thing you have to go on, to sense their emotion. You can't observe their body language or their eyes like you can in person. They have the same limitations in listening to us. A great method to use when talking on the phone to come across as being really interested is to raise your eyebrows and smile as you talk. It will give you voice a lift. Try it on one your friends. It really works. It makes you sound very cheerful, etc. The thing is, they can't see you either, so you have to work a bit harder to let them know that you're really with them. They can't see you smile, so they have to hear the warmth of your heart through your voice. If you practice, it'll start to come naturally to you. Clients - What They Want from You A growing number of individuals are finding themselves called to help others and go on to fulfil this call by training to become a practitioner in one of the healing arts. 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. Who Says the Customer is Always Right? We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday. 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: Whatever Happened To Customer Service? Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively to what you had to say? 6 Reasons Why Complaining Customers are Golden With Some Tips on How to Respond It Is All About Customer Service! In this day of terrible customer service, it should come as no surprise that serving your customers, also known as visitors to your web site, must be a top priority. Forget about return on your investment, how your site looks, keywords, meta tags, and the like. Are they important? Yes, of course. However, they mean nothing if you cannot attract and retain visitors to your site. Dealing with People - Words to Avoid You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly customers and staff. However, using the wrong words can also cause problems. Mastering Challenging Service Situations During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. How can you best handle challenging situations? I have developed and practiced a simple method for just such encounters. If you follow the steps listed below, you will greatly improve the likelihood of achieving positive resolutions to challenging situations. 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. Provide Exceptional Value - Grow Your Business The primary objective of a business is to get and keep customers. Growing a profitable business requires providing exemplary customer service and products or services of exceptional value. When the Customer Demands: Give a Discount or Lose the Order Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer wanting to look good to their boss and sometimes it is simply the mindset of the individual buyer them self. To some people price satisfaction and their perception of value, is not about the actual amount paid as much as it is their sense that they have negotiated the price down from a higher starting point, thereby obtaining a "better deal." A case in point is the retail consumer who will only buy items that are "on sale," even if the sale price is really no lower than the everyday price at a competitor. Take Care of Yourself Before You Take Care of Your Customer One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?" Responding to Complaints It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client .... Customer Neglect What have you done for your existing customers lately? Probably not much, if you are like most businesses.
|
|
|
|
|
