Most of the customer service companies hired different customer service representative with good background. Customer service representatives are employed by many different types of companies to serve as a direct point of contact for customers. They are responsible for ensuring that their company’s customers receive an adequate level of service or help with their questions and concerns. These customers may be individual consumers or other companies, and their service needs can vary considerably.
All customer service representative interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints. They communicate with customers through a variety of means—by telephone; by e-mail, fax, regular mail; or in person. Some customer service representatives handle general questions and complaints, whereas others specialize in a particular area.
Many customer inquiries involve routine questions and requests. For example, customer service representatives may be asked to provide a customer with their credit card balance, or to check on the status of an order. However, other questions are more involved, and may require additional research or further explanation on the part of the customer service representative. In handling customers’ complaints, they must attempt to resolve the problem according to guidelines established by the company. These procedures may involve asking questions to determine the validity of a complaint; offering possible solutions; or providing customers with refunds, exchanges, or other offers, like discounts or coupons. In some cases, customer service representatives are required to follow up with an individual customer until a question is answered or an issue is resolved.
Some customer service representatives help people decide what types of products or services would best suit their needs. They may even aid customers in completing purchases or transactions. Although the primary function of customer service representatives is not sales, some may spend time encouraging customers to purchase additional products or services. (For information on workers whose primary function is sales, see the statements on sales and related occupations elsewhere in the Handbook.) Customer service representatives also may make changes or updates to a customer’s profile or account information. They may keep records of transactions and update and maintain databases of information.
Most customer service representatives use computers and telephones extensively in their work. Customer service representatives frequently enter information into a computer as they are speaking to customers. Often, companies have large amounts of data, such as account information, that is pulled up on a computer screen while the representative is talking to a customer so he or she can answer specific questions. Customer service representatives also usually have answers to the most common customer questions, or guidelines for dealing with complaints. In the event that they encounter a question or situation to which they do not know how to respond, workers consult with a supervisor to determine the best course of action. They generally use multiline telephone systems, which may route calls directly to the most appropriate representative. However, at times, they must transfer calls to someone who may be better able to respond to the customer’s needs.
Call center Related Link
Sunday, September 14, 2008
Tuesday, September 9, 2008
How to Improve Customer Service - An outstanding customer service tips
Do you have customer service or phone answering service business? how do you manage and maintain this kind of business? There are many ways to improve customer service business.You can hire customer service representative, consultant or customer service supervisor to customer service training programs.
Is your customer service as good as it needs to be? If you are wondering how to improve customer service, we’ve got some great customer service tips for you.
Here are five quick tips for improving customer service.
* Hire Good People. When hiring customer service representatives make sure you recruit employees who will serve your customers well. Employees who are enthusiastic, friendly and outgoing will generally be nice to customers even in the most difficult situations. It’s also important that new hires be intelligent, empathetic and have good problem solving skills. If they have those characteristics, they should have no problem understanding a situation and making the right decisions to keep the customer happy.
* Invest in Customer Service Training Programs. Provide ongoing training that focuses on customer service. Customer service training should include role play scenarios of all types of customer interactions. For example, in the future, it’s possible that a customer may swear at one of your employees and call them bad names. Role play the scenario with your employees and make sure they know how to handle these worst-case scenarios.
* Empower Employees. Nothing hurts customer service more than an unempowered employee. Give your employees the authority to make tough decisions on the fly, even if you are not around. Never second-guess their decisions. However, it’s important to define customer service guidelines so they at least have a baseline from which to make their decisions. When an employee makes a good customer service decision, make sure to congratulate them on a job well done.
* Get Customer Feedback. Ask customers how you are doing. Customers are usually thrilled to have the opportunity to tell you what you are doing right and where there’s room for improvement. Every so often, call up a customer at random and talk to them. You might also try using some of the web-based survey tools that are out there. It’s easy to do market research and find out what your customers want. But don’t forget to act on what you hear – you don’t want to get a reputation for listening to customers but never acting on their feedback.
* Surprise and Delight Customers. Studies show that customers who are given exceptional customer service are better customers than those who are given just good customer service. They buy more and they stay on longer as customers. Every so often, surprise and delight your customers by doing something truly extraordinary. For example, add a bonus product in their order with a note thanking them for their business. You will be surprised and delighted yourself when you see the effect this simple technique can have on your business.
Is your customer service as good as it needs to be? If you are wondering how to improve customer service, we’ve got some great customer service tips for you.
Here are five quick tips for improving customer service.
* Hire Good People. When hiring customer service representatives make sure you recruit employees who will serve your customers well. Employees who are enthusiastic, friendly and outgoing will generally be nice to customers even in the most difficult situations. It’s also important that new hires be intelligent, empathetic and have good problem solving skills. If they have those characteristics, they should have no problem understanding a situation and making the right decisions to keep the customer happy.
* Invest in Customer Service Training Programs. Provide ongoing training that focuses on customer service. Customer service training should include role play scenarios of all types of customer interactions. For example, in the future, it’s possible that a customer may swear at one of your employees and call them bad names. Role play the scenario with your employees and make sure they know how to handle these worst-case scenarios.
* Empower Employees. Nothing hurts customer service more than an unempowered employee. Give your employees the authority to make tough decisions on the fly, even if you are not around. Never second-guess their decisions. However, it’s important to define customer service guidelines so they at least have a baseline from which to make their decisions. When an employee makes a good customer service decision, make sure to congratulate them on a job well done.
* Get Customer Feedback. Ask customers how you are doing. Customers are usually thrilled to have the opportunity to tell you what you are doing right and where there’s room for improvement. Every so often, call up a customer at random and talk to them. You might also try using some of the web-based survey tools that are out there. It’s easy to do market research and find out what your customers want. But don’t forget to act on what you hear – you don’t want to get a reputation for listening to customers but never acting on their feedback.
* Surprise and Delight Customers. Studies show that customers who are given exceptional customer service are better customers than those who are given just good customer service. They buy more and they stay on longer as customers. Every so often, surprise and delight your customers by doing something truly extraordinary. For example, add a bonus product in their order with a note thanking them for their business. You will be surprised and delighted yourself when you see the effect this simple technique can have on your business.
Monday, September 1, 2008
Principles of Outstanding Customer Client Service Tips
Reputation is very important in every business. To build a reputation for outstanding service should have the following:
Honesty
Forthrightness helps to build strong client relationships. It tells clients something important about you and your firm and helps to build their level of comfort with and trust in you. A record of honesty also helps clients to see past any problems that may arise to the trustworthy person with whom they are dealing. Alternately, if a client feels the CPA relationship is more adversarial, he or she will be less eager to forgive any missteps.
Be careful to only make promises you know you can keep. Also, try always to under-promise and over-deliver. Imagine yourself waiting for a table in a restaurant. If the host tells you it will be a 10-minute wait, at 15 minutes you start to become agitated. But if he or she tells you it will be 15 minutes and seats you in 10, you are pleasantly surprised.
Availability
Availability is another crucial component of any service business. There is nothing more important than serving a client's needs. While there may be more urgent concerns at a particular moment, clients are the key driver of any professional service business. Without them, a CPA firm can have the most talented, experienced people, the most efficient systems and the nicest office and it will not matter a bit.
When a client requests your attention, provide it. When a client opens the door to a conversation, walk through it. When a client has a question or concern, address it. If a client calls, call back the same day. If a client requests a visit or meeting, don't put it off. Find the time and arrange it.
Responsiveness
There is no more frustrating experience for a client than to be passed from person to person when they have an issue or problem they want resolved. Think of your own experiences of being transferred from one voicemail option to another, to a customer service rep, to a supervisor and back to another voicemail message when trying to resolve an issue with your health insurance, for example.
Never let a client stew - resolve problems as quickly as possible. In truth, every client problem is an opportunity to provide outstanding service. Deliver a solution that meets or even exceeds the client's expectations and you'll strengthen your relationship with that client.
phone answering services , customer service supervisor, call center representative, customer service training
Honesty
Forthrightness helps to build strong client relationships. It tells clients something important about you and your firm and helps to build their level of comfort with and trust in you. A record of honesty also helps clients to see past any problems that may arise to the trustworthy person with whom they are dealing. Alternately, if a client feels the CPA relationship is more adversarial, he or she will be less eager to forgive any missteps.
Be careful to only make promises you know you can keep. Also, try always to under-promise and over-deliver. Imagine yourself waiting for a table in a restaurant. If the host tells you it will be a 10-minute wait, at 15 minutes you start to become agitated. But if he or she tells you it will be 15 minutes and seats you in 10, you are pleasantly surprised.
Availability
Availability is another crucial component of any service business. There is nothing more important than serving a client's needs. While there may be more urgent concerns at a particular moment, clients are the key driver of any professional service business. Without them, a CPA firm can have the most talented, experienced people, the most efficient systems and the nicest office and it will not matter a bit.
When a client requests your attention, provide it. When a client opens the door to a conversation, walk through it. When a client has a question or concern, address it. If a client calls, call back the same day. If a client requests a visit or meeting, don't put it off. Find the time and arrange it.
Responsiveness
There is no more frustrating experience for a client than to be passed from person to person when they have an issue or problem they want resolved. Think of your own experiences of being transferred from one voicemail option to another, to a customer service rep, to a supervisor and back to another voicemail message when trying to resolve an issue with your health insurance, for example.
Never let a client stew - resolve problems as quickly as possible. In truth, every client problem is an opportunity to provide outstanding service. Deliver a solution that meets or even exceeds the client's expectations and you'll strengthen your relationship with that client.
phone answering services , customer service supervisor, call center representative, customer service training
Friday, August 29, 2008
Satisfy customer needs - outstanding customer service tips
How do you satisfy customer needs? In order for customer service company to provide quality services, the company has the ability to Genuinely listen to your customer's concerns and needs. Do not assume you know what they want, Watch your body language when talking with customers. Don't seem fidgety or preoccupied. Focus your attention on them, learn to apologize when something goes wrong, if a customer ask you a question and you don't know the answer..it's okay to tell them you aren't sure but you will find out (then make sure you follow through.), and finally, ask for feedback. You might not always know there is a problem...unless you ask. Customer service supervisor, call center representative or agents should have these abilities that was said. Remember customer always want the best and it is in the hand of the company. Customer service training would be the best to trained agents to be fully prepared for this type of business
Tuesday, August 26, 2008
Top Ten Outstanding Customer Service Tips
How do you satisfy customer needs? These are some of the question that ask when it comes to any business like phone answering service. Call center representative or customer service supervisor should know some of the tips that make customer satisfy about their needs. Remember a happy customer tells maybe 5 to 10 to people, but the number of people that an unhappy customer is limited only by the number of people they come in contact with….These are the ten outstanding customer service tips might give you an idea of how to satisfy customer needs.
Be Your Customer
Live the life of your customer and experience what they do. Stand in line, call your call-centre, soak up feedback.
Give Memorable Service
Make the life's mission of everyone (yes, everyone!) to be customer focused - even those seemingly out of direct line of fire.
Have Product Available
Generally, you can't sell it if you haven't got it. Work your systems hard and focused to get product there on time.
Listen Hard to Complaints
Complaints are a wonderful gift - it is feedback of the highest order. Enjoy them and learn fast.
Enable Your People
Enable and encourage your people to give an immediate and generous customer response.
React Fast
Make sure that you and your people work with pace and immediacy with customer issues.
Be Systems Focused
Ask, 'What would my customer think of this - would it give brilliant service?' If not, reshape the system fast.
Be Curious
Encourage everyone in your team to overhear, be nosy, ask questions and feed back information from your customers.
Research the Marketplace
Do more in your own business from what you experience as a customer elsewhere. Encourage your people to do this too.
Have Fun
Have fun with your customers. It builds relationships. Relationships are business.
Be Your Customer
Live the life of your customer and experience what they do. Stand in line, call your call-centre, soak up feedback.
Give Memorable Service
Make the life's mission of everyone (yes, everyone!) to be customer focused - even those seemingly out of direct line of fire.
Have Product Available
Generally, you can't sell it if you haven't got it. Work your systems hard and focused to get product there on time.
Listen Hard to Complaints
Complaints are a wonderful gift - it is feedback of the highest order. Enjoy them and learn fast.
Enable Your People
Enable and encourage your people to give an immediate and generous customer response.
React Fast
Make sure that you and your people work with pace and immediacy with customer issues.
Be Systems Focused
Ask, 'What would my customer think of this - would it give brilliant service?' If not, reshape the system fast.
Be Curious
Encourage everyone in your team to overhear, be nosy, ask questions and feed back information from your customers.
Research the Marketplace
Do more in your own business from what you experience as a customer elsewhere. Encourage your people to do this too.
Have Fun
Have fun with your customers. It builds relationships. Relationships are business.
Wednesday, August 20, 2008
Techniques and tips for online customer service - An outstanding customer service tips
There are many online customer service companies that success online. Here are some of the techniques that bring them into success. Twenty five outstanding customer service tips:
1. Assign a Personal Customer Service Rep / call center representative / customer service supervisor: Along with the order confirmation receipt that you send to your customers, also automatically assign each customer a personal representative that will field their questions. Send the email from this representative’s name, and include their contact info. Customers will be impressed that they have a “personal” representative assign specifically to them. For more info on this tactic, checkout this post on DermaTechRX.
2. Human Touch: Many online shoppers struggle with trusting an online merchant due to the lack of face to face interaction. Mitigate this weakness by showing pictures of your customer service staff. Christian retailer C28 shows the picture of their customer service manager on the Help page as well as on every order confirmation email. In addition, below the picture is the manager’s direct contact info. Something like this can go a long way to instill trust in your company.
3. Call Customers Who Abandon Orders: When a customer starts an order but doesn’t finish it, follow up with a phone call to find out if there were any problems. Customers appreciate the gesture, and you will likely save many sales in the process.
4. Free Upgraded Shipping: Surprise select customers by upgrading their shipping to 1 or 2 express. If you do this, be sure to send them an email letting them know they have been upgraded. This strategy was pioneered by Zappos.
5. Same Day Shipping: Most websites have a policy of shipping orders 1 or 2 business days after they are placed. If possible, selectively ship some orders the same day. The speedy delivery will be appreciated, though not expected by your customers.
6. Increase # of Reps: It goes without saying that if you have a higher representative to customer ratio, you will have the time to better serve your clients. While not every business can afford this, if you want to differentiate yourself with outstanding customer service, it’s a must.
7. Hand-written thank you on Packing Slip: Most packing slips are dull, impersonal, and useful only if you need to return the merchandise. On rare occasions, I’ve received orders where the packing list featured a hand-written, personalized thank you from a staff member. While this may not be practical for every order, it is a great way to impress select customers. Another idea might be to include the business card with contact info for a manager.
8. Follow Up Surveys: Consider sending a survey email out with every order confirmation. While not every customer will complete it, your customers will know you care enough to ask their opinion.
9. Extensive FAQ Knowledge Base: Surprisingly, one of the easiest ways to improve your customer satisfaction may be to prevent needless customer interactions in the first place. No matter how friendly your call center representative, no customer will be pleased if they have to call you in order to answer a simple question like “how do I return a product?” Prevent situations like this by maintaining a searchable FAQ knowledge base that answers every reasonable question.
10. Live Chat: Many customers dislike the thought of sitting on hold for even a few minutes. Offering a live chat option can be an inexpensive way of answering questions for your visitors, and reducing the call volume for your call center.
11. Improve After Hour Call Center: If your business employs a 3rd party after hour call center that is off-site, make sure you frequently monitor the quality of care they are rendering. Make sure they are empowered to serve your customers as effectively as possible. If your primary call center is 3rd party, seriously consider bringing it in house. While this is not always the most affordable option, it’s necessary if you desire to give your clients your absolute best.
12. Prominent Customer Testimonials: Place customer testimonials on more than just the “testimonial” page. Zappos features them right on their main customer service page. A word of caution applies here though. If you’re going to “brag” so to speak about your service, make sure you follow through!
13. Detailed Product Pages: Answer questions before they are asked by always having thoroughly detailed product pages. Include all the relevant info a customer would want to know about your products. For more ideas on this topic, checkout my previous post on 25 ways to improve your product page.
14. Customer Centric Slogan: Show your dedication to customer care by prominently featuring a customer centered slogan that summarizes your company’s practices. A great example of this would be Zappos’ famous slogan on their home page: “We are a service company that happens to sell shoes.”
15. Free Return Shipping: One of the greatest stumbling blocks to online ordering is the thought of having to return the product. Consider sending customers a pre-paid return shipping label in the case of a product needing to be returned. Because this is rarely done by e-commerce stores, you will certainly set yourself apart in the mind of your customer.
16. Automatic Price Protection: Always honor sale prices of items that were previously purchased by customers. They need to be able to shop with this confidence. Better yet, automatically notify customers when items they have purchased in the past go on sale. Offer to apply the price difference toward a future purchase or just refund the amount. Sound crazy? Maybe, but it’s small cost that can win a customer for life.
17. Lenient Return Policy: Make sure your return policy is not unnecessarily complicated or rigid. How many times have you shopped at a certain retailer because their lenient return policy gave you the confidence you needed to buy? (Think Costco vs. Walmart!)
18. Thank You Calls: Call select customers and thank them for ordering. This personalized gesture will blow them away.
19. Thank You Emails: Email certain customers and thank them for their business. Be sure to include something personalized in the email that will convince them it’s not just something generic sent to everyone.
20. Do More than Fix Your Mistakes: When your business makes a mistake, be sure that you exceed your customer’s expectations when fixing it. If an item was mistakenly left out of a shipment, don’t just a apologize, offer that item for free. Many businesses find their most loyal customers result from a highly satisfying resolution to a problem.
21. Fix Other’s Mistakes: If a shipment is delayed or lost due to the fault of the shipping carrier, don’t just blame UPS, offer a solution. Offer to promptly re-ship the item, or at the very least, offer to take care of the problem with the carrier so the customer doesn’t have to.
22. Guaranteed Email Response Time: Most customers expect an email inquiry to be answered within at most 24 hours. If you can, guarantee a response time faster than this. Also, acknowledge the receipt of an email inquiry by employing an auto responder.
23. Secret Shopping: Used extensively by brick-and-mortar retailers, secret shopping is a great way to identify problems and keep your customer service staff on their toes.
24. Upgrade Your CRM Tools: Proper technology can go a long way to improving customer care. At the very least, ensure that your staff has the ability to view the history of previous interactions with a customer. It’s very frustrating when you have to repeatedly explain the situation to a representative.
25. Personalize Everything: Always great customers by name on the home page, and offer them personalized product recommendations based on previous orders.
1. Assign a Personal Customer Service Rep / call center representative / customer service supervisor: Along with the order confirmation receipt that you send to your customers, also automatically assign each customer a personal representative that will field their questions. Send the email from this representative’s name, and include their contact info. Customers will be impressed that they have a “personal” representative assign specifically to them. For more info on this tactic, checkout this post on DermaTechRX.
2. Human Touch: Many online shoppers struggle with trusting an online merchant due to the lack of face to face interaction. Mitigate this weakness by showing pictures of your customer service staff. Christian retailer C28 shows the picture of their customer service manager on the Help page as well as on every order confirmation email. In addition, below the picture is the manager’s direct contact info. Something like this can go a long way to instill trust in your company.
3. Call Customers Who Abandon Orders: When a customer starts an order but doesn’t finish it, follow up with a phone call to find out if there were any problems. Customers appreciate the gesture, and you will likely save many sales in the process.
4. Free Upgraded Shipping: Surprise select customers by upgrading their shipping to 1 or 2 express. If you do this, be sure to send them an email letting them know they have been upgraded. This strategy was pioneered by Zappos.
5. Same Day Shipping: Most websites have a policy of shipping orders 1 or 2 business days after they are placed. If possible, selectively ship some orders the same day. The speedy delivery will be appreciated, though not expected by your customers.
6. Increase # of Reps: It goes without saying that if you have a higher representative to customer ratio, you will have the time to better serve your clients. While not every business can afford this, if you want to differentiate yourself with outstanding customer service, it’s a must.
7. Hand-written thank you on Packing Slip: Most packing slips are dull, impersonal, and useful only if you need to return the merchandise. On rare occasions, I’ve received orders where the packing list featured a hand-written, personalized thank you from a staff member. While this may not be practical for every order, it is a great way to impress select customers. Another idea might be to include the business card with contact info for a manager.
8. Follow Up Surveys: Consider sending a survey email out with every order confirmation. While not every customer will complete it, your customers will know you care enough to ask their opinion.
9. Extensive FAQ Knowledge Base: Surprisingly, one of the easiest ways to improve your customer satisfaction may be to prevent needless customer interactions in the first place. No matter how friendly your call center representative, no customer will be pleased if they have to call you in order to answer a simple question like “how do I return a product?” Prevent situations like this by maintaining a searchable FAQ knowledge base that answers every reasonable question.
10. Live Chat: Many customers dislike the thought of sitting on hold for even a few minutes. Offering a live chat option can be an inexpensive way of answering questions for your visitors, and reducing the call volume for your call center.
11. Improve After Hour Call Center: If your business employs a 3rd party after hour call center that is off-site, make sure you frequently monitor the quality of care they are rendering. Make sure they are empowered to serve your customers as effectively as possible. If your primary call center is 3rd party, seriously consider bringing it in house. While this is not always the most affordable option, it’s necessary if you desire to give your clients your absolute best.
12. Prominent Customer Testimonials: Place customer testimonials on more than just the “testimonial” page. Zappos features them right on their main customer service page. A word of caution applies here though. If you’re going to “brag” so to speak about your service, make sure you follow through!
13. Detailed Product Pages: Answer questions before they are asked by always having thoroughly detailed product pages. Include all the relevant info a customer would want to know about your products. For more ideas on this topic, checkout my previous post on 25 ways to improve your product page.
14. Customer Centric Slogan: Show your dedication to customer care by prominently featuring a customer centered slogan that summarizes your company’s practices. A great example of this would be Zappos’ famous slogan on their home page: “We are a service company that happens to sell shoes.”
15. Free Return Shipping: One of the greatest stumbling blocks to online ordering is the thought of having to return the product. Consider sending customers a pre-paid return shipping label in the case of a product needing to be returned. Because this is rarely done by e-commerce stores, you will certainly set yourself apart in the mind of your customer.
16. Automatic Price Protection: Always honor sale prices of items that were previously purchased by customers. They need to be able to shop with this confidence. Better yet, automatically notify customers when items they have purchased in the past go on sale. Offer to apply the price difference toward a future purchase or just refund the amount. Sound crazy? Maybe, but it’s small cost that can win a customer for life.
17. Lenient Return Policy: Make sure your return policy is not unnecessarily complicated or rigid. How many times have you shopped at a certain retailer because their lenient return policy gave you the confidence you needed to buy? (Think Costco vs. Walmart!)
18. Thank You Calls: Call select customers and thank them for ordering. This personalized gesture will blow them away.
19. Thank You Emails: Email certain customers and thank them for their business. Be sure to include something personalized in the email that will convince them it’s not just something generic sent to everyone.
20. Do More than Fix Your Mistakes: When your business makes a mistake, be sure that you exceed your customer’s expectations when fixing it. If an item was mistakenly left out of a shipment, don’t just a apologize, offer that item for free. Many businesses find their most loyal customers result from a highly satisfying resolution to a problem.
21. Fix Other’s Mistakes: If a shipment is delayed or lost due to the fault of the shipping carrier, don’t just blame UPS, offer a solution. Offer to promptly re-ship the item, or at the very least, offer to take care of the problem with the carrier so the customer doesn’t have to.
22. Guaranteed Email Response Time: Most customers expect an email inquiry to be answered within at most 24 hours. If you can, guarantee a response time faster than this. Also, acknowledge the receipt of an email inquiry by employing an auto responder.
23. Secret Shopping: Used extensively by brick-and-mortar retailers, secret shopping is a great way to identify problems and keep your customer service staff on their toes.
24. Upgrade Your CRM Tools: Proper technology can go a long way to improving customer care. At the very least, ensure that your staff has the ability to view the history of previous interactions with a customer. It’s very frustrating when you have to repeatedly explain the situation to a representative.
25. Personalize Everything: Always great customers by name on the home page, and offer them personalized product recommendations based on previous orders.
Monday, August 18, 2008
Outstanding customer service tips to improve customer service techniques.
Here are some of the outstanding customer service tips
The most important thing is to know some of the customer service techniques that would give outstanding customer service.
Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.Do you know who your customers are? If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.Recently I signed on with a new fitness center. I had been a member of another one for the past ten years, renewing my membership every six months when the notice arrived. I had been thinking about changing, joining the one nearer my home and with more state-of-the-art equipment.
So when the renewal notice came, I didn’t renew. That was eight months ago. Was I contacted by the fitness center and asked why I did not renew? Did anyone telephone me to find out why an established customer was no longer a member or to tell me they missed me? No and No.
My guess is they don’t even know they lost a long-time customer, and apparently wouldn’t care.Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager and the assistant manager are posted on a wall at the food selection line and it is a policy that the manager’s office is placed only a few feet from the cashier's stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.
For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be that’s because Sam Walton knew this simple but important gesture is a matter of respect, of saying "we appreciate your coming in," having nothing to do with the price of merchandise?Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it.
Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: "Give the lady what she wants."Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they don’t like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.Remember that the big money isn’t as much in winning customers as in keeping customers.
Each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.
The most important thing is to know some of the customer service techniques that would give outstanding customer service.
Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.Do you know who your customers are? If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.Recently I signed on with a new fitness center. I had been a member of another one for the past ten years, renewing my membership every six months when the notice arrived. I had been thinking about changing, joining the one nearer my home and with more state-of-the-art equipment.
So when the renewal notice came, I didn’t renew. That was eight months ago. Was I contacted by the fitness center and asked why I did not renew? Did anyone telephone me to find out why an established customer was no longer a member or to tell me they missed me? No and No.
My guess is they don’t even know they lost a long-time customer, and apparently wouldn’t care.Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager and the assistant manager are posted on a wall at the food selection line and it is a policy that the manager’s office is placed only a few feet from the cashier's stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.
For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be that’s because Sam Walton knew this simple but important gesture is a matter of respect, of saying "we appreciate your coming in," having nothing to do with the price of merchandise?Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it.
Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: "Give the lady what she wants."Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they don’t like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.Remember that the big money isn’t as much in winning customers as in keeping customers.
Each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.
Subscribe to:
Posts (Atom)
