|Customer Service Information||
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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.
Before I started my online business, I was just on one side... the customer. I whole-heartedly believed in the above adage and never questioned it at all. In fact, I would get rather perturbed at ANY business owner, manager, or supervisor that would disagree with any complaint I had.
When I started my own online business back in 1997, I slowly began to learn the "other side."
My business products are all downloadable. If your business includes downloaded material, you know where I'm going with this one. I get NUMEROUS complaints EVERYDAY about usernames and passwords not working, corrupt downloads, and the big one... "I can't open the download." Now I always reply in a very helpful gesture, but my first question is always, "Are you entering the username and password exactly as shown?" This seems to be one of the "biggies" with newbies. They do not understand "case-sensitive" -- heck -- they don't even know what that means!
But it doesn't matter HOW simple I make the instructions and overall download process, I STILL get these everyday. I am accused of being a "scammer" at least 4 - 5 times a week... and that's on a GOOD week! :o)
The whole point of the above example is NOT that customers are wrong -- that's not the problem at all. Many of them are very new to the internet and sadly, they do not read through the directions most of the time. I have found that I basically have to put myself back into the "newbie" frame of mind -- as hard as that is to do! I don't remember NOT knowing how to download, enter case-sensitive passwords, etc.
You MUST try to understand that customer... at the point of contact, whether by email or phone, they have probably sat there for HOURS trying to figure it out. They are irritated, angry, and they've pretty much decided at that point that you scammed them.
Yes, it's irritating getting these "dumb" questions and emails even when you have them broken down so simply in the instructions. But face it, you're going to get them and you will get them often as more and more climb on the "web wagon."
When I get a very insulting email (yes, I HAVE been called the "B-word," the "MF-word," and recently a new one that I have never heard before... it was quite disgusting), I do not answer it immediately. I let my initial anger subside. When I can read through it and giggle... it's time to answer. I find that 80 - 90% of the time, the customer is VERY embarrassed of their initial email by the time I have helped them courteously through their problems.
I had to learn this process through time. Believe me... I am a VERY sensitive person and I used to take these to heart. It HURT! I had to revert back to my "customer side" as well as the "newbie" frame of mind and do my best to understand the person's anger.
One angry customer can lead to thousands if not millions in lost business revenue! Especially on the internet. That one customer tells one friend who in turn tells another and so on a so forth. You COULD get a real "psycho" customer that decides to start a website all about YOUR company and YOUR poor service or product.
Watch that one spread like a virus! :o)
On the other hand, exercise great customer service (get those emails answered within 24 hours, folks) and watch the *praise* of your company spread! I guarantee that you just GAINED thousands in sales!
MOST importantly remember these three things:
** LOVE YOUR CUSTOMER
** UNDERSTAND YOUR CUSTOMER
** VALUE YOUR CUSTOMER
You are NOTHING without them. Treat them like gold and you will RECEIVE gold in return!
Diane C. Hughes * ProBizTips.com
FREE Report: Amazingly Simple (Yet Super Powerful)Ways To Skyrocket Your Sales And Build Your BusinessInto A Tower of Profits! ==>> http://madmarketer.com/diane
Customer Service - Google News
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Customer Service - Winning Customer Experiences
Winning Customer ExperiencesMuch research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away? There is a consistent theme that emerges across the research - winning customer experiences are built on consistency.
The Number 1 Rule for Businesses - Be Professional
Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen.But what if you were to walk into a store as soon as it opened in the morning and the place looked liked it had been ransacked? What would you think?You'd probably think it wasn't very professional-looking.
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"Hi this is Randy. Leave me a message after the beep and I'll get back to you as soon as possible.
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11 Moments of Truth
These moments come when a customer or client?1. Hears someone else praise you or your work.
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A few months ago, I wrote about ingenious styles of customer service that every business should know about, mostly because their employees were inflicting them on their customers.For instance, I warned about "in your face customer service" and "run for cover customer service", two equally effective opposites.
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Every customer you have is a word-of-mouthadvertiser for you. Unfortunately 90% of this freeadvertising is negative.
The Sellers Creed
I will not make sales. I will make Customers.
Your Voice Print
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Setting Up a Customer of the Week Program for a Mobile Car Wash
In a mobile detail or mobile car wash business you are on a first name basis with your customers. You sink or swim with your ability to please your customer and rely on them to build your business by referring their friends, associates and neighbors.
Stay - Say - Pay
Would you like to have customers that stay with you anddon't buy from your competitors?Customers that say nice things about your business to otherpeople; pay you on time and accept the fact that you might be a bit more expensive thenother suppliers?Of course you do but how do we perform this miracle? It'sdead easy really; you only have to consider two factors: be Reliable and be Likeable.It almost goes without saying that it's vital to have areliable product or service.
Customers Who Rave About You and Your Service
According to customer service studies by marketing gurus of the world, here are the following qualities, which must be present in your life and your business in order to develop raving fan customers who are not just satisfied but completely loyal to you over the long haul.1.
My Child Has Opie Eye!
Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else.
Customer Service For Huge Profits
Customer service is the most vital asset for Businesseither it is online or offline. It's the critical factorwhich determines if your business has a future or not.
Committed To Your Customer? Prove It When They Complain!
Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements.
What Do They Want Anyway?
You want customers. I want customers.
Restaurant Scheduling for Success
- Excerpt from Richard Saporito's latest e-book "How to Improve Dining Room Service"This Tip will Help Maintain the Staff Schedule Keeping the Dining Room Service Staff Tight and Content which is Essential for Pleasing Paying Guests.Staff scheduling is closely tied to dining room customer service and crucial for keeping your staff tight, happy and well connected.
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 soon find your customers running away from you and worse, telling others to stay away too.
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