|Customer Service Information||
Let us create a 3d Digital eBook for you! DigyCat.com
Add Value - And Kill Mediocrity in Customer Service
There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.
Mediocre is a strong word for average. That's where your experience as a customer is not memorable, nothing special - under-whelming might be a good word!
The problem with mediocre service is that it doesn't give you a competitive edge. You simply compete with all the other businesses like yours who keep undercutting each other on price and quality to stay in business.
I asked a group at one of my seminars to write down the name of places they'd gone to do business that they considered outstanding, and then we discussed why they considered them outstanding. Nobody came up with more than one name, and some couldn't think of even one business that they considered outstanding.
In all cases the outstanding businesses had one thing in common, they did something that mediocre businesses don't do. They added value.
They gave you something you didn't expect. They often surprised you. They had more of a personal touch. They handled problems more quickly and with a sense of urgency. They followed up on a promise. They remembered your name and smiled when they said it. They thanked you for your business, and meant it in their voice. They trained their people and validated their contribution to the success of the business.
My local restaurant, Yia Yia's Euro Bistro is a great example. I was dining at the bar one evening with a client from England. My client expressed disappointment that Yia Yia's didn't have a baked potato on the menu to go with the steak he ordered.
The bartender, Joe, said. "Sir, if you don't mind waiting just a little bit longer we'll get you a baked potato. Joe got one of the waiters to drive down the street to a neighboring restaurant and return with a hot baked potato.
My client was amazed. I wasn't - because this is typical of what this restaurant does to delight its customers. Which is why it enjoys its solid reputation and success. Could it be something to do with the philosophy of the owners and management team?
Understand that in today's global economy, loaded with options, customers are demanding that products and services be faster, better quality, and cheaper; so, in order to be really competitive we have to be more creative in finding and keeping customers, more disciplined in controlling our costs, and more responsive to customer concerns.
In short, we need to be more than average. We need to kill mediocrity. We need to add value. Here are some ways to add value and move from mediocrity to outstanding in your business:
1. Surprise your customers with something extra, without an extra charge.
2. Do something different and better than your competition, like Great Harvest Bread who invites you in for a free slice of freshly baked bread and makes you feel at home whether you buy or not at the time.
3. Anticipate your customers' needs, like the bellman in a Philadelphia hotel who gave me a complimentary map of the city, knowing it was my first time driving there.
4. Make your customer feel important with a compliment, or by remembering her name, like Peggy at Sumner Regional Medical Center who said I had a great tie as she greeted me upon entering the building.
5. Help your customer's business by sharing an article, by giving a referral, or by introducing him to another customer.
There's nothing magic about adding value, but when you do, you put the magic back into customer service!
John Madden is an international speaker, trainer, and author of "Leap, Don't Sleep" (How to get different results by doing something different). He helps businesses and individuals become more profitable through customer service training, changing present results, coaching skills for managers, stress management through humor, time management, and interpersonal skills. You can reach him at 1-800-301-2924 or 316-689-6932; email at john@LeapDontSleep.com; web site: http://www.LeapDontSleep.com
Customer Service - Google News
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news
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.
Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring!
Given the choice of dealing with a positive, upbeat employee with a "can-do" attitude or dealing with a disgruntled, distracted, uninterested one, which would you choose? No contest. Customers always want the best experience possible; they want it to be easy and pleasant to do business with your company.
Hook Me Up With A Human
Oh, what has happened to the carbon-based organizational interface? Many organizations have digitized humans - aka carbon-based units - out of existence in their customer service operations. Now, I love digital technology as much as anyone, but it is time to bring the people back into their appropriate customer service roles, don't you think?Have you ever tried to reach a human at Amazon.
8 Critical Steps to Establish a Customer Service Culture
"Every company's greatest assets are its customers, because without customers there is no company,"--Erwin FrandDuring our recent weakened economy, many businesses have seen declining revenues and declining budgets. Declining budgets often lead to reduced staff levels and diminished services.
Courting Customers - From First Date to Marriage
Landing a new client is like courting a potential spouse. The first date is usually a make or break situation and if the door is still open, the work has just begun.
The Death of the Loyal Customer
One of my classes in management focused on the repeat customer. The course stressed the importance of the repeat customer to the financial welfare of the business.
Call Center Software - Your Tool of Choice in Customer Relations
The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised.
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.
The Marvelous World of Metaphors
Recognize metaphors from every angle and round up moreinsight into your own innovation. Nobody can do it better thanyou can!A metaphor is a figure of speech in which a word or phrasethat means one thing is used to describe an object or ideasto which it is not literally applicable -- a ship is said to plow the sea.
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really excel at?" They will almost always reply, "It has to be our client service.
Why Cant Microsoft Make Soft Packaging?
Why is it that Microsoft wants you to buy its product but does not want you to open the plastic case that is welded around the cardboard box? I believe that such packaging along with cockroaches will survive atomic disasters!Good luck finding any clue as to an easy way to open this fused bit of skin-tearing packaging. I split my scissors trying to pry open the ends.
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 a Customer Has Done Everything to Get Your Goat
You try to make your customers happy. You sincerely WANT them to be pleased with your products and service.
Tips for Curing Bad Customer Service
Bad customer service is everywhere these days - unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It's no longer an exception .
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit.
The 3 Rs of Customer Service
What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn't right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again!Respect the customer! Just about as plain as the nose on your face Right? Wrong!How many times have you been greeted in a less than courteous manner or worse yet- not at all!! Never lose the opportunity to make a great first impression- very rarely do you have a second chance to undo the damage done by that first encounter.
Becoming A Solution To Your Customers Problems
Those of us in home based and small businesses are in effect selling our product. So becoming an effective salesperson is very important.
The Art of Giving Great Service
Sales is tough to get right, and depends on retaining those customers, yet people do it badly and unprofessionally all the time. It's really not difficult to learn the art of good service, and if you get it perfect, you will see those rewards.
Turning Customer Mistakes Into Raving Fans
When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.
How To Build a Profitable Business
It's never too soon to start saying thanks to your clients, vendors and referral sources for what they contribute to your business. Everyone loves to be appreciated and acknowledged, so start now and do something every month.
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us
© www.AusTrade.biz - 2012