|Customer Service Information||
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The Added Value - Is YOU!
If there was a restaurant in your town that was physically attractive and clean, had a pleasant variety of entrées on the menu, served food that was prepared in an attractive manner, and the service was outstanding--the maitre'd greeted you by name, remembered which was your favorite table, stopped by later to inquire about your needs and satisfaction, the waiters and waitresses bent over backwards to make your dinner a pleasurable experience and always treated you as if you were their most important patron--would you be willing to pay a little more than other restaurants charged?
Many of us will pay a more to obtain better treatment. Why? Today, outstanding customer service has become the exception rather than the rule. We receive such mediocre service most of the time that we would gladly pay a bit more if we thought it would guarantee a better experience. Within every one of the services organizations that I advise on selling and customer or client service, I always find at least one employee who the other employees say, "the customers in our branch will wait in a long line to see Mary or they always call for Sam because they like him so much and they think he's the only one who can help them." Customers of my clients place a high value on having a Mary or Sam take care of them. They're even willing to spend time waiting in order to get the level of customer service these professionals provide and in most cases would gladly spend more money for the high quality service levels that Mary and Sam provide.
Always remember that the words "Quality Service" are deceptive at best. There are at the least two levels of quality service--high quality and low quality. Only you can make the difference in which adjective is used to describe the service levels in your organization. In many business and service organizations today, about the only competitive edge many companies or firms have is the level of customer (or client) service that they offer. Often, a company's products or services are "vanilla flavored" or so similar in their makeup and pricing that they can't easily be differentiated. As a sales or service representative you must help your organization create an "edge." You need to understand that you are the value that must be added to your products or services that a customer or client will pay more for, but only if you avoid these customer irritants:
1. Avoid saying "I don't know." Say, instead, "Let me find out for you."
2. Never put a caller on hold. Instead, say, "I can certainly check on this for you. May I have your name and the number where I can reach you within the next few minutes, hour, etc."? Studies show that people judge time poorly when ask to wait or are placed on-hold.
3. If the telephone caller asks for someone else who is momentarily busy or on another line and insists on waiting, make certain that you check in on the caller every 15-30 seconds. Remember a minute waiting is quickly magnified into three to five minutes for people on-hold.
4. Don't tell a customer or client what you can't do for him, focus instead on what you are able to provide.
5. Never say, "I can't do this because it's against our company's policies (or against government regulations)" Instead, tell your customer or client what you can do to help him with his request or problem.
6. Try not to say, "Our computers are down." Instead, phrase your message positively: "I can check that for you by making a brief phone call. Excuse me for a moment." Or, "I'll give you a manual receipt for your deposit and will personally update your account as soon as my computer is functioning." (Also, don't blame mistakes on the computer--your customers know better).
7. Don't let a customer or client you are meeting with, feel that a ringing telephone is more important. If no one else is available to answer the telephone, say, "I'm going to quickly answer this call so it will not continue to interrupt us." Then tell the caller; "I'm with someone at the moment. May I have your name and number and I'll return your call within the next 15 to 20 minutes?" Even if the caller just wants to ask a simple question, you've sent an important message to both the caller (I can't talk now) and the customer or client (you are "valuable" to me and I will treat you with the importance you deserve)
VIRDEN THORNTON is the founder and President of The $elling Edge®, Inc. a firm specializing in sales, customer service, and management training and development. Clients have included Sears Optical, Eastman Kodak, Bank One, Jefferson Wells, and Wal-Mart to name a few.
Virden is the author of PROSPECTING: THE KEY TO SALES SUCCESS and the best selling BUILDING & CLOSING THE SALE, Fifty-Minute series books and CLOSE THAT SALE, a video/audio tape series published by Crisp Publications, a division of Thompson Learning. He has also authored a Self-Directed Learning series of sales, coaching, telemarketing, and productivity training manuals. To obtain a discount on two of Virden's new manuals, 101 SALES MYTHS and ORGANIZING FOR SALE SUCCESS, go to http://www.TheSellingEdge.com/book1.htm.
Virden has a degree in communications from the University of Utah. He teaches for the Center For Professional Development, Texas Tech University and in the School Of Entrepreneurship, J. Willard And Alice S. Marriott School Of Management at Brigham Young University.
Customer Service - Google News
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Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?
In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'.
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This client has been difficult in the past, so I'd rather not deal with him until I absolutely have to.
Is Your CRM (Customer Relationship Management) System Doomed To Fail?
"Right, People. Let's blast out that mail campaign we've been planning for so long.
DONT Give Your Customers What They Want!
One of the mantras we hear repeatedly in business is "The customer is always right." I'm here to tell you that if you want to build a thriving business you need to forget that saying, and take note of Payne's Law #1 "The customer is always right- some of the time.
CRM - Its Relevance
In today's demanding economy, the first line of any business during economic uncertainty is to get closer to the customer. Customers often want information along with a quote or invoice on the spot.
Increase Sum in Your Check Account with Follow-Ups
We'll be examining what makes follow up to prospects/customers so important on our online world today.Are you familiar with this scenario?Joined an affiliate program with good pay-out.
Establishing Yourself as an Expert in the Eyes of Your Customers
The most important aspect of a successful business is developing the correct mindset toward your customers. And this is not the over used phrase The customer is always right.
Service Equals Performance Equals Service
Service can be described as a "performance" of some kind involving two parties whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor.
Develop Loyal Customers for a Lifetime - part 1 (1 - 10)
Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.
Making The Most Of Newsletters
Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures.
Whats Love Got To Do With It?
Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it.
Sending Mixed Signals Can Send Your Clients Away
I call it the "wave and roll."You walk up to an intersection.
Over Delivering Provides Big Results
Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for you both.
Dont Work with Jerks: How to Recognize a Difficult Client Early
Five minutes into the call I knew this client was going to make my life miserable. The problem was, I already said "Yes.
Customer Service and The Human Experience
Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome.
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.
How to Succeed in Business Without Compromising Your Integrity
I spent some twenty years in the corporate world, for much of it I was not particularly interested in spirituality. It was a world where profits reigned supreme, often with little respect for the rest of society.
Oil Change Customer from Hell or Hoax; You Decide
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they "Evacuate it" or in the industry we call it "E-VAC" and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out? The answer is not all the oil.
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.
Raising The Bar For Online Magazine Subscription Services And Customer Service
After years of flying below the radar in the magazine subscription service arena online, MagMall.com is gaining traction real fast.
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