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Revealed - A Simple Formula For Success! Exceeding Expectations
Delight = Customer Expectation plus 1. This was the simple formula for delighting your customers that Ken Blanchard informed us of in his book "Raving Fans"
For me this is a great formula, but in itself it also raises a number of questions. For example, to deliver a plus one, to exceed something, you must know what that something is in the first place? so do you? Do you know what your customer expectations are at each moment of contact? I am constantly surprised by how many of our clients don't. They have their own personal opinions of what their customers' expectations are, they believe they know, but can they show me evidence, no! They perhaps show me a survey they conducted over 10 years ago and say "I'm sure it's the same now"!
If you want a clue as to what your customers expectations are then just listen to the words they use. Customers say, "I didn't expect to be treated in that way". People use the word expects a great deal??..when they do they are referring to their inner expectations???which they then use to measure your performance against those expectations.
On our seminars and conferences, I frequently ask the audience to close their eyes and think of landing in an airport in a foreign country they have never visited before. I ask them to look around and tell me what it is like and how they feel. People begin to tell me, they normally say they feel anxious, confused, they are concerned and worried as they have landed in a foreign country and are not certain what to do and where to go, they are defensive. What are they describing here??..They are describing emotions, they are describing their emotional expectations, they are describing how they EXPECT to feel. Therefore we tell our clients that there are two forms of expectation, physical expectations, i.e. how quickly a product will be delivered, how many rings it will take to answer the phone and emotional expectations, what people EXPECT to feel.
If you are to meet your customer expectations you need to understand both! So do you?
Do you know what your customers' physical and emotional expectations are? When they come into your store? Or when your salesman calls around? Or when you put them through 7 layers of voice menu systems? ??And if you don't, how in the hell do you expect to meet, let alone exceed, those expectations?
So what are emotional expectations? Let me give you an example. The other day I walked into a store and the woman was stacking bags behind the check out. As I stood in front of her she totally ignored me. I thought, how rude! I was hurt, I felt snubbed. My emotional expectation was that she would have at least acknowledged me; asked me to wait a moment, but no she chose to ignore me.?.?another example, last week I brought something from a store and it stopped working. I decided to take it back. I was expecting a row. I emotionally prepared myself for an argument; I had played it out in my mind; what they were going to say and how I would respond. The person behind the counter couldn't have been nicer and more apologetic. They replaced the item without question. That exceeded my emotional expectations.
My advice for this month is to find out what your customer emotional expectations are. It is only when you understand them that you and your organisation can set about planning how to achieve or exceed them. Without this understanding you are leaving it to chance!
ę Beyond Philosophy 2003
This article may be reproduced with the express permission of Colin Shaw, Founding Partner of Beyond Philosophy. Contact Colin Shaw at email@example.com (use Ref#QR in subject for quick reply)
Colin Shaw is the Founding Partner of Beyond Philosophy and guru of the Customer Experience Management. He has also produced two most successful books on customer experience which are now available in market. His first book, Building Great Customer Experiences sold out within just eight weeks, is on a third reprint and available in paperback.
Colin's second book, Revolutionize Your Customer Experience released in September 2004 and considered as Bible in Customer managment business world.
Colin has enjoyed over 20 years of experience working in blue chip companies, including Mars Ltd., Rank Xerox and BT. Colin's final position was Director of Customer Experience for one of the world's largest global companies. In his career, he has held senior positions in a number of different functional areas including Sales, Marketing, Customer Service and Training.
Customer Service - Google News
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First Contact: The Source of Customer Loyalty
With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty.
How To Build Stellar Client Relationships
Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's.Begin the process here .
How to Win the Hearts of Your Customers and Friends
Those of us doing business over the internet have to become especially adept at our listening and speaking skills since we don't have the luxury of talking with our customers face to face. It's especially important to give those on the phone extra attention - listening to their voice, because that is the only thing you have to go on, to sense their emotion.
Five Tips to Calm Cranky Customers
1. Tis the SeasonRecognize that everyone is frazzled during the holidays- you and your customers.
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.
Say It With Humor
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When the Customer Demands: Give a Discount or Lose the Order
Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer wanting to look good to their boss and sometimes it is simply the mindset of the individual buyer them self.
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as the perennial example of the benefits to employing greeters,Walmart has hung on to its practice faithfully.
Customer Service and Marketing that Works
Go into many businesses today and try and get service, its sometimes impossible! The customer service officer is on the phone talking about personal issues, there is not enough staff, and they are disinterested and distracted.The old days of customer service is where you the customer were viewed as valuable and important and you received service from a person and not a machine.
Handling Customer Complaints
Even the best business will receive an occasional customer complaint. Knowing how to resolve these complaints will help you gain loyal customers who will then refer others to your business.
Communicating for Profit and Customer Satisfaction
The President of a 200+ store division of a major retailer learned of a serious communication problem and commented that 'this was to be expected in large organizations'. Well, that clears everything up.
5 Ways Customer Service Managers are Implementing to Increase Customer Focus
According to a Forum Corporation survey of commercial customers lost by 14 major service and manufacturing companies:15% found a better service/product15% found a cheaper service/product20% cited "lack of contact and individual attention from the company"50% said; "contact from old suppliers" personnel was poor in quality"These days, it seems that everyone from dog walkers to dotcoms is making "customer service" their mission. Department, discount and convenience stores have all transformed the workers who used to be known as "sales clerks" into "customer service associates"- in theory at least.
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.
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.
Empowering Customer Service Vital
It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests and declarations of their intent to leave, even encouraging them to seek out another company!They often repeat the few phrases they're allowed to say over and over again, further infuriating the customers.
What have you done for your existing customers lately? Probably not much, if you are like most businesses.I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your long-term success.
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.
How To Keep Your Customers Coming Back -- Understanding Customer Retention
Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base.
4 Things Your Clients Want From Your Company
Sure, all clients are different. They have different kinds of strengths, weaknesses, cultures and goals.
Clients... and 38 ways to communicate with them
As Alan Weiss (guru to the savvy consultant) says: "It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough.
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