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Small Business Customer Service Can Work Against You


Is the special treatment you designed specifically to keep customers coming back working against you?

A local jeweler offers free lifetime battery replacement for any watch he sells. It's a good hook to keep customers walking back in the store on a regular basis and increases his sales volume.

But, it's backfired on him. And he's lost at least one customer because of it.

He's run into a problem getting the batteries he needs and now has to send a customer's watch off to the manufacturer which lengthens the turn around time for the repair. One customer got so irate she's sworn she'll never do business with him again. Oops. Thousands of dollars of business lost over a $6 battery.

What are the perks you provide for your customers? Does it make their life simpler, save them money or time? Or has it turned into a problem that's driving them away?

You need to make sure it isn't. When you first roll out a customer perk, you need to walk through the process in your company just like you were a customer. That gives you an opportunity to fix any kinks or holes in the process before your customers are exposed to it. Then on a regular basis, every three to six months, you need to do a quality check to ensure the process is still working and make adjustments as necessary.

Denise O'Berry helps small business owners take action to grow their business. Find out more at http://www.smallbusinessmatters.com


MORE RESOURCES:

Customer Service - Google News

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Tsunami warning canceled after massive earthquake strikes off Alaska - News & Observer


Tsunami warning canceled after massive earthquake strikes off Alaska
News & Observer
An earthquake with a preliminary magnitude of 8.2 struck off Alaska's Kodiak Island early Tuesday, initially prompting a tsunami warning for a large swath of coastal Alaska and Canada's British Columbia while the remainder of the U.S. West Coast was ...

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Be careful when searching online for customer service help numbers - AZFamily


AZFamily

Be careful when searching online for customer service help numbers
AZFamily
All was good until she says she was almost talked into a $460 customer service contract. "I was literally reaching for my wallet to get my credit card out when I just stopped and said, 'Something's not right,'" said Roberts. She looked and realized the ...

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A Secret Of Customer Service Success And Job Satisfaction: Help Even When You Can't Help - Forbes


Forbes

A Secret Of Customer Service Success And Job Satisfaction: Help Even When You Can't Help
Forbes
Customer service can be frustrating work, because of the limiting parameters. You're interacting with customers briefly and in a closely-defined role, where there's a ceiling on how much you can do for them. You're handling a product return, but the ...

What Amazon Go's cashier-less grocery means for customer service - WSB Atlanta


WSB Atlanta

What Amazon Go's cashier-less grocery means for customer service
WSB Atlanta
On Monday, Amazon debuted its first cashier-less grocery store in Seattle, Washington, ushering in a decidedly new era in customer service. Amazon Go, as the venture is called, works by streamlining the shopping experience, allowing the customer to ...
Amazon's New Checkout-Free Grocery Store Doesn't Take Food Stamps Slate Magazine
Amazon Go draws crowds: How does it work? Answers to questions on the new retail store Seattle Times

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A GDPR Satori—Good Customer Service Means Respecting Customer Privacy - MarTech Advisor


MarTech Advisor

A GDPR Satori—Good Customer Service Means Respecting Customer Privacy
MarTech Advisor
GDPR codifies into law something that should be considered elementary: customers own their own personal data. When it comes to customer privacy, there should be no distinction between the interests of the business and the interests of the customer ...

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InsureMyTrip Named Finalist in 12th Annual Stevie© Awards for Customer Service - PR Newswire (press release)


InsureMyTrip Named Finalist in 12th Annual Stevie© Awards for Customer Service
PR Newswire (press release)
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and ...

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Coinbase hires a new VP of Operations to lead its customer service effort - TechCrunch


TechCrunch

Coinbase hires a new VP of Operations to lead its customer service effort
TechCrunch
Coinbase just announced they're hiring Tina Bhatnagar as VP of Operations and Technology to lead all operational teams at Coinbase and GDAX. But perhaps most relevant right now is the fact that her responsibilities will include overseeing the fast ...
Coinbase taps Twitter for much-needed customer service expertise Financial Times
Finally, Coinbase Is Addressing Its Customer Service Issues Hacked
Coinbase hires former Twitter exec to lead customer service efforts Finextra (press release)
CoinDesk  - Fortune  - Business Insider
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CES Showcases Robots (Again) And Demonstrates How They Can Provide Amazing Customer Service - Forbes


Forbes

CES Showcases Robots (Again) And Demonstrates How They Can Provide Amazing Customer Service
Forbes
... named CLOi (pronounced like the name Chloe), will work in hotels, airports, and supermarkets. The CLOi serving robot will deliver food and beverages to guests in hotels and airport lounges. The CLOi porter robot helps hotel guests with express ...

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T-Mobile's customer service is its biggest success story - BGR


BGR

T-Mobile's customer service is its biggest success story
BGR
Since John Legere took control of T-Mobile in 2012, the carrier has orchestrated a remarkable turn-around. Through launching the Un-Carrier initiative, T-Mobile turned its scrappy underdog status into a marketing plug, and by adding the iPhone to its ...

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