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Customers - What They Really Want - 6 Secrets of Customer Service
What customers really want can be divided into two areas.
Firstly - they want the core service of your business tomeet their needs. They expect your product or service towork.If you say you're a plumber, then the customer expects youto fix their leaking pipe. If you say you're an accountant,then they expect you to resolve their tax details.
They also expect your product or service to represent valuefor money.If I buy an expensive pair of winter boots I expect them tokeep out the cold and wet and also look good. Naturally if Iwas to buy a cheaper pair I wouldn't expect them to last aslong.
Customers expect your after-sales service to be efficient.If my new winter boots start to leak when I wear them forthe first time, then I expect the shop to replace themimmediately.
However, none of this will make customers loyal or causethem to tell others how good you are. They take this coreservice as a given. You wouldn't see me running aroundtelling people that my new winter boots didn't leak.
This is the Second and most important point -
What customers really - really - really want and what willmake them loyal to your business and say wonderful thingsabout you to other people are:
1. Warm and friendly responses - When customers make contactwith you face to face or over the telephone, they want awarm response. It can still be businesslike but you and yourpeople need to look and sound - friendly and likeable.
(This may all sound like common sense to you but think aboutthese factors the next time you're a customer and askyourself if they're happening to you. Then ask yourself ifyour customers or clients are experiencing this from you andyour people)
2. They want to feel important - They know that you have lotsof other customers and clients but they just love it whenyou make them feel special.
3. They want to be listened to - Customers often get theimpression that the person dealing with them is not reallylistening. You must keep working on your listening skills.Keep good eye contact with people and concentrate on whatthey're saying. Keep an open mind and resist the temptationto jump in with an answer.It's also important to show that you're listening. Open bodylanguage and head nods when face to face - lots of Uh - Hu'swhen over the phone.
4. Someone to know their name - A persons name is one of thesweetest sounds they'll ever hear. If you use a customer'sname when you talk to them, it indicates that you recognisethem as an individual. Don't use it too often as it canbecome irritating, but definitely at the start and the endof a conversation.
5. Flexibility - Customers hate to hear the word "No" or "itcan't be done." It's not always possible to say "Yes" to acustomer or do exactly what they want; however, it isimportant to be as flexible as you can.Tell customers what you can do - not what you can't.
6. Recovery - When things go wrong, customers want you tosolve their problems quickly. They don't want to hearexcuses or who's to blame or why it happened, they just wantit fixed fast.
Customers will often judge the quality of your service bythe way you recover. They will even forgive your mistakes ifyou recover well.
Say, for example, you served a meal that wasn't cookedproperly or wasn't hot enough. You would need to apologise,assure the customer it will be fixed and then do it quickly.Then tell the customer that they won't be charged for themain course or give them some wine or a free desert. Then,when that customer talks about your restaurant, they'll tellpeople - "There was a small problem initially but when Ipointed it out, they really moved themselves and theycouldn't have been more apologetic."
Don't be afraid when something does go wrong; it's often agreat opportunity to show customers just how great yourservice really is.
Overall, customers just want to feel good. They want to feelbetter after they've dealt with you or anyone in yourbusiness, than they did before. If you can create thatfeeling, then you're well on the way to - giving customerswhat they REALLY want.
Discover how you can generate more business without havingto cold call!Alan Fairweather is the author of "How to get More Saleswithout Selling". This book is packed with practical thingsthat you can do to get customers to come to you!
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It's Customer Service Stupid: Delivering Customer Service Training That Sticks
"Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life.
Customer No Service - How to Lose a Loyal Customer!
So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas.
Handling Angry Clients
What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about.
Importance of Good Customer Support in Online Computer Peripherals Shops
Looking for hi-fi computer peripherals? Finding it tough to decide on the product you need to purchase? Not sure about the models that are available? Not sure about the configuration that would best suit your need? Worried that your budget might not fetch you your long dreamt hi-fi? Just relax!! There are many great world class online computer peripherals shopping centers. They offer you not only the best computer peripherals but also friendly online help in their world class online computer peripherals shopping sites.
What Every Employee Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.
Carpet Cleaning in Surrey
Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money. There are a number of ways in which one can obtain these.
How To Boost Your Bottom Line With Two Little Words
I hate to sound like one of those cheesy get-rich-quick commercials, but this week I am going to let you in on a little secret that is so powerful that it will immediately change the way you do business.In fact, this little secret is so powerful that you will be amazed at its immediate effect on you, your employees, and your bottom line.
Finding Out Why a Potential Customer is Calling On You
Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.In most cases, the caller has been told something about you and your product or service.
Your Number One Asset
Customers put you in business, keep you in business, and they can put you out of business. Therefore, your overriding feelings at all times should be: customer love, customer satisfaction, and customer convenience.
Developing A Customer Complaint System
BackgroundThe company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements A consultant was assigned to the design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes the needs of the customer and integrates them with the company processes to ensure the needs are met.
Customer Service Is More Than Just Being Nice To People
Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite.
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.
Customer Service Consultants
When all else fails in your company to meet the needs of your customer consider a customer service consultant. If you find that agents in your company are constantly having misunderstanding that result in loss of customers bring in a consultant.
Making the Connection: Customer Relationships That Build Your Business
Have you ever wondered why you often find a coupon tucked inside your cereal box, or get invited to a customer preview sale at your favorite department store? Those companies know that their existing customers are the best - and most profitable - customers they'll ever have. So it's not surprising that they'll do whatever they can to keep these customers happy and coming back again and again.
11 Moments of Truth
These moments come when a customer or client?1. Hears someone else praise you or your work.
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers"From this we can learn that CRM is more than just a piece of software; CRM is a business strategy, one that puts the customer at the heart of the business."That's nothing new" I hear you say, and you would be right.
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?Doesn't happen very often does it? In fact, while I was writing this, I couldn't recall when I had experienced it. I'm sure I must have yet it would have been so long ago, I can't remember.
Call Center Services - An Ever Increasing Demand
Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication.
Businesses Need to Rehumanise
Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here.
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.
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