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Customer Service Information | Let us create a 3d Digital eBook for you! DigyCat.com |
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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. Most businesses spend a great deal of time and money ensuringthat their product does what they say it'll do and striving for exceptional customer service. However, if you do this consistently, don't expect any "brownie points" and it won't ensure stay,say and pay. Providing reliable products and service isvitally important however after a while customers start totake it for granted. I can remember the days when a motor car was difficult tostart on a winters morning. When atelephone engineer took a week to fix your phone and aretail store wouldn't take back an item you'd purchased.Nowadays, cars start first time, engineers come the same dayand retail stores give you your money back immediately. We now take this kind of reliability and service forgranted. To give your business the competitive edge and ensure stay,say and pay you, your business and your people need to belikeable. Too many organisations forget that their customersare humans and the thing about humans is - they don't alwaysmake decisions logically. Customers are driven by theiremotions and they make decisions about organisations basedon their interaction with the people in the business.They'll even forgive your mistakes if they like yourbusiness. So what do we need to do to ensure the likeability factor?Run your eye down the following list and see how many youcan tick off: * We always have a genuine smile for every customer. (The * We means everyone in the business be they salespeople, delivery drivers, accountants, engineers, managersor directors.) How well did you do? If you've got lots of ticks then youprobably have lots of customers who like you. Just a word to the managers and employersamongst you; run your eyes down the list again and replacethe word customer with the words employee or staffcolleague. How many ticks did you get this time? Lots of ticks meanyour staff like you and it probably follows that yourcustomers do as well. Have you noticed how being likeable cost so little? A lotless than advertising or other promotional activity required to replace lost customers. Working a little bit harder on the emotional connection withyour customers will increase your likeability factor andensure they - stay, say and pay. 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. Click here now:
MORE RESOURCES: Customer Service - Google News Alaska Airlines bringing service to Philadelphia International - Philadelphia Inquirer
Mercedes-Benz & GM Appoint New Customer Service Execs - Auto Remarketing
Frustrated With Virtual Customer Service? Microsoft Tries to Help - Wall Street Journal (blog)
Bernthal, The Way It Oughta Be: Customer Service - KPLR 11
Alcatel-Lucent banks on customer service - Communications, Engineering & Design Magazine
Microsoft and 24/7 Inc. team up to build a better automated customer service ... - BetaNews
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RELATED ARTICLES
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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. Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. 11 Moments of Truth These moments come when a customer or client?1. Hears someone else praise you or your work. Writing The Book On Great Customer Service Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Dealing with Difficult People 1. Don't get Hooked !!!When people behave towards you in a manner that makes youfeel angry, frustrated or annoyed - this is known as a Hook. 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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. Identify Your Silent Customer Service Message With the growing number of people in every business sector,doing business requires creativity and ingenuity. Theentrepreneur that understands the importance of thinkingdifferently is the entrepreneur that sees their businessesgrowing. 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. 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.
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