|Customer Service Information||
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Customer First Customer Service
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new clients coming in.
Customer Service is about that ultimate contact between people. It's about a potential or existing customer/client walking away with the intent of buying your product either for the first time or again. Employees make countless decisions every day that directly or indirectly affect customers and strengthen or weaken your company's reputation and bottom line.
Forging lasting relationships with customers leads to long-term loyalty and referrals. The bottom line is that excellent customer service may be the most important factor in improving a company's bottom line.
Customer Service is about offering solutions that are best for each customer. As a company, you need to offer every option available---addressing everything that's important to each customer. Focus on each customer as if he were the only customer.
Everyone at your company can work together to turn customer responses into key performance indicators by:
? Giving the customer confidence. When they speak out about a concern, you address it within a reasonable amount of time (call back before the end of the day or tomorrow with their answer).
? Giving the customer specifics. Tell them exactly what you are doing or going to do and when (I'm going to research the invoice and will call you back within an hour).
? Fulfill your promise. Fulfill it within the period given at your initial customer contact.
? Be reliable. Deliver what the customer ordered, when they want it (ask the customer to be sure!) and make sure it's delivered at the price agreed to.
Every employee plays an important role in fulfilling each customer's needs:
1. Buyers/Purchasing Agents --- maintain and replenish the inventory at the best prices possible, making sure you have in stock what all your customers want/need.
2. Distribution Center/Warehouse Personnel --- receive the product, verify quantity and condition and put the product away in the right location so the pickers/pullers/stockers can easily and accurately find the product and package/load the product for delivery? in some cases placing the right stops in the right order on a delivery truck.
3. Drivers/Delivery Personnel --- delivers the product, with little to no damage, finds the correct items for each customer easily and efficiently. They also resolve any customer issues at the time of delivery (calling the center/home office/plant to resolve any billing issues or product issues, or replace damaged items at no additional cost to the customer).
4. Sales Support/Customer Service --- takes the customer orders, ensure the prices are correct and deliveries are scheduled for the correct days and times.
5. Sales Consultant/Team/Person --- works one-on-one with the customer, taking their orders, making sure they are offered new items, resolving issues and adding new customer accounts.
6. Management Team/Owner(s) ---- provide any and all support to their employees to ensure the customers needs are met as promised. They provide a working environment that stimulates employees to be proactive, productive and pro-company?these all lead to happy customers both internal and external.
What will make your company stand out? over and above?other companies?How responsible, responsive and timely are you meeting your customers needs? The customer doesn't want to know what it took to get his product there and he doesn't want to hear excuses why his product and/or delivery were delayed. He ordered and expects delivery as promised, so he can go about his business without enduring any inconvenience whatsoever.
The customer understands the importance of measuring their own performance, so they are going to require that the people servicing them---YOU---understand their needs at a much higher level.
Partner with your customers, to provide not only products but also knowledge, expertise, follow-up and execution.
For these and other reasons, all company employees---including management and owners---must have good manners?publicly, on the phone or through email, letters or notes. You must also be accurate and neat and willing to 'go the extra mile'. It's important that the customer 'feels good'. Sometimes a simple gesture?being friendly or simply smiling both in person and over the phone does the trick.
Friendliness costs nothing and requires little effort but is worth millions when it comes to building long-term lasting relationships with customers that lead to ongoing loyalty and endless referrals. Friendliness is, by far, the most important factor in improving a company's bottom line. Besides---it's contagious!
What it boils down to is this:What a customer likes the most about any company/distributor isn't their computers?it's their employees!
Not only do the employees represent the company, when they contact prospective and current customers/clients, they are the company. How each employee performs reflects directly on what people think of your company overall.
In summary, satisfy your customer and you satisfy your bottom line.
F. McDuffee has been specially trained by one of the masters of copy--- Michael Masterson ---through The American Writers & Artists Institute. As The Words Turnę will provide creative copy that will entice new and rebuild established relationships---leading to repeat business.
Hire an experienced writer... one who will eliminate the wastebasket potential of your marketing materials. Visit As The Words Turnę for more information on services available.
Customer Service - Google News
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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.
Clients - What They Want from You
A growing number of individuals are finding themselves called to help others and go on to fulfil this call by training to become a practitioner in one of the healing arts.The range of conventional, traditional, holistic, complementary and alternative therapies is extensive with new thoughts on old themes being introduced almost daily.
How to Deliver Exceptional Customer Service
Having been in business a number of years, I'm amazed at the number of people who don't have the slightest idea of what customer service is. Customer service is not a way of doing things - it's an attitude.
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any business.But, is your business a leaky bucket?This is a question I always ask small business owners who attend my marketing seminars.
10 Customer Service Quality Statements to Measure up Against
It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions".
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons.
One of the Secrets of a Great Customer Experience
A few weeks ago we conducted our annual "Customer Experience Study Tour" in London England. This is where we take delegates to visit a number of leading Customer Experience companies for a behind-the-scenes look at how they approach the task of building a great Customer Experience.
Listening to Customers - 5 Tips
In a strange juxtapositioning of articles, this month's UK 'Management Today' has three pieces, relating to the importance of listening to customers.Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear.
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.
Restaurant Owners - How Important are People Skills?
You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect.
Attitude of Service
When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service.
One Critical Question to Ask Yourself Every Day
What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones.
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.
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.
Developing A Customer Complaint System
BackgroundThe company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements A consultant was assigned to the design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes the needs of the customer and integrates them with the company processes to ensure the needs are met.
Customer Service: Why Bears Make Bad Customers
Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business run better.
Are You A Coward? I Was
Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast becoming the tool of the coward. At Beyond Philosophy we worked with a client a while ago whose account managers and sales teams never used to speak to anyone! They just used to send emails.
Develop Loyal Customers for a Lifetime - part 2 (11 - 20)
Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right.
How to Keep Customers
Who was it that said - "The customer is always right"? Wellfor those of you who can't get through the day withoutknowing, it was H Gordon Selfridge, the founder ofSelfridges's department store in London.The question I want answered is; did he ever work withcustomers on day-to-day basis and if so, was he some kind ofsaint?Let's face it; customers can be a real pain in the neck.
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