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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
Customer Service - Google News
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Got A Consumer Problem?
Millions of people, just like you, end up with a consumer problem that they just can't seem to get resolved. No matter what they do.
Clients?Do You Really Need Them?
Running a successful business takes a lot of energy and there are so many areas that as a business owner you need to pay attention too.It's not enough to spend heaps of time, money and resources into getting buyers for your goods and services and then leaving those clients/customers to their own devices.
Learning from Your Employees and Customers Complaints
Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming.
Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else.
Committed To Your Customer? Prove It When They Complain!
Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements.
Customer No Service - How to Lose a Loyal Customer!
So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas.
Should I Have My Company Mystery Shopped?
I wish I had a nickel for every time someone said to me, "Oh, you do Mystery Shopping; I always wanted to do that!" I think most people do find the thought of posing as a customer and reporting back on how they were treated, rather intriguing. But there is a lot more to it that skulking around in a trench coat and spy glass!I believe most companies have taken the plunge and decided that it really is important to conduct frequent "mystery or secret shops" of their businesses.
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.
Modern Call Center Solutions - Keeping in Touch is the Key
Call center solutions solve a range of age-old problems. As far back as ancient times, the success of a business has always depended on how well that business can communicate with clients and meet their needs.
Finding Out Why a Potential Customer is Calling On You
Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.In most cases, the caller has been told something about you and your product or service.
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.
CRM = Customers (dont) Really Matter
CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life.
Is Your Food Establishment Clean?
Is your restaurant, bar or hotel clean? I mean really clean. I don't mean"do you stick to all the rules and regulations?".
Customers - Hold Onto the Ones Youve Got
You probably spend a great deal of your time looking for newcustomers or clients. However, are you sure your doingenough to hold onto the ones you've got.
The Logic of Emotion!
Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes is based in emotion.
Responding to Complaints
It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ..
At the Carwash; The Customer really is always Right
You have no doubt heard the saying that the customer is always right. When you are a customer you happy with this position, when you are the owner of a small business, sometimes you see this is like opening Pandora's box.
Managing Your Business When One Client Takes Alot of Your Time
How often has your schedule been thrown out of whack because of a client's needs?I try to live by the 80/20 rule: working from my home office 80% of the time and working onsite with clients 20% of the time. But, the past week has been the exact opposite.
Over Deliver - The Key to Customer Satisfaction
Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client.
What Do They Want Anyway?
You want customers. I want customers.
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