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November 12, 2008
Extensive research at global brand leaders validates a basic truth about contact centers: the emotional content of the service interaction is as critical as the problem resolution. Extraordinary levels of customer loyalty are only achieved when the customer's need for both emotional resonance and ..
November 12, 2008
The call center industry has skyrocketed to one of the most lucrative and important businesses in the world. Countries like India, Netherlands etc are the forerunners in the business. But leading countries like US and the UK are also fast catching up. With the rising competition, the margin for ..
November 11, 2008
Have you taken some time to answer this question as it relates to your business? If I ask you to define the customer you are going after - what would you tell me? Further, could you tell me how many of your existing customers actually meet the criteria? Do you have customers that do not meet these ..
November 11, 2008
Customer Relationship Management (CRM) is not a piece of software. It is not something you just buy. It is not forms to fill out. It may include all those things, but it is much more. CRM was here before it became a popular word, before computers, even before paper. True CRM is a way of life, a way .
November 11, 2008
This technologically efficient world has left behind the personal touch that previously was a large part of customer service. When assistance is needed we no longer see smiling faces or have management get involved to help. Our assistance comes from multiple levels of technology. Voice mails, ..
October 03, 2008
Are you serving your customers well? This is a question that you should be asking yourself on a regular basis. You see, there are many business owners that end up ignoring the signs that their customer service is not what it should be. Unfortunately, this leads to problems in sales and can hurt the .
October 03, 2008
The beauty of air travel has been replaced with the anticipation of the pain that comes with delays. Suddenly your carefully planned itinerary is shattered and you feel powerless. Delays are caused by multiple problems and you can't expect the airlines to not be affected by those that involve ..
September 28, 2008
It's that time of year again! Lines are forming at cash registers, internet connections are buzzing, and holiday shoppers seeking service providers are developing dialing-finger fatigue working those toll-free numbers to the max. That's right. You guessed it. The holiday shopping season has ..
September 24, 2008
In my 10 year speaking career, I've had the privilege to visit hundreds of colleges. It's always exciting to walk onto a Campus and meet a new group of students. Last month, though, I had to make a trip to a university... and I'd been dreading it for a long, long time.See, I wasn't going to a new ..
September 22, 2008
Mail forwarding is a brilliant service as you may already know in which mail is forwarded to another location, it is a service that costs, however for many it can be extremely beneficial regardless of the cost. But what are some of the most important benefits offered, when it comes to mail ..
September 21, 2008
A (sales) manager once told me that every complaint should be treated as an opportunity. Treat the complaint with care and you will win a loyal customer.The difference between sales and customer service is that for the first client contact dominates and administrative tasks occupy only a second ..
September 18, 2008
Why should you think of mystery shopping service at all? Well you should definitely want to improve upon your level of client service and want your employees to be more efficient and improve their performance and finally you must want to improve the profits of your company. Whatever may be the age ..
September 18, 2008
Secret shopping service is a type of client service wanted earnestly in modern business. It is very easy to do but lots of responsibility is there in this profession. There are many companies who will provide this special shopping service to you. Select one according to your choice. Once you have ..
September 17, 2008
When you finish a long day at the office and jump in your car, do you expect it to turn on when you turn the key? Of course we do. We live in an always on world where many people including the customers that we serve have become totally accustomed to things just working, including their Information .
September 16, 2008
If you have a company that has more than just a few customers, you probably know about CRM and the software that you can use for it. How much you know about the concept of customer relationship management and how many tricks and tips you've learned about your software, however, can have a big ..
September 15, 2008
People seem to be losing their professional touch where telephone etiquette is concerned. Here are a few tips that will make your caller feel like they rang a Fortune 500 company.1- Smile. Callers like to hear a friendly, happy voice at the other end of the line. Even if you're having a bad day, ..
September 14, 2008
Simply put, quality assurance means assuring of the good quality one expects when he or she buys a product or service. Many companies have various names for saying that their products or services are up to the mark and you can rely on the genuineness of it. To establish this they stick on various ..
August 27, 2008
1. Feedback and Performance: Not Form Filling No one likes filling out forms. Your customers are no exception. So don't ask them. If you must use a form for customer feedback find an inducement so that they'll complete and return it. Phone calls or brief personal interviews are much better than ..
August 27, 2008
In case you had not noticed we are in a recession, a time when historically many small businesses fail. Consumer purchases dry up or slow down, competition starts cutting price and the banks stop loaning money to help you though turbulent times. What can you do, asks one group of small businesses ..
August 26, 2008
We focus the majority of our time and energy on our customers. We live by the standard, “the customer is always right." One angry customer always turns into two and a chain reaction starts. The goal is to prevent the reaction from starting, because once it does our bottom line is hurt. We ..
August 25, 2008
Great customer service is one of of the pillars that supports a successful small business. Offering great service to your clients, prospects and vendors will help establish your reputation, build trust, create brand equity and fuel growth. What are the customer “pain points" when it comes to ..
August 25, 2008
The information age has brought about additional expectations of consumers. They want information and they want it on their time table, day or night, 24/7. I ask you; is your business delivering on this new demand? You must not give lip service to customer education and information. Today, your ..
August 25, 2008
To improve the effectiveness of your call center, start interacting with your callers. They are the lifeline of your company. To help you get started on the right foot, here are some tips.Hire Your Agents Like You Would Hire Your Development ManagersThis is very important. It is not unnatural to ..
August 25, 2008
There is a customer service philosophy known as underpromise; overdeliver. That is a motto of the champion. It is one of the pillars of success. If this philosophy is so important then what does it mean and how do we live it? Well, let's break it down and take a look at it.First of all, I believe ..
August 24, 2008
1. Levels of ServiceOne way that companies stand out from other companies is that they add levels of service which are based on frequency, amount, or size of purchase as well as offering a higher level of service than other companies. For example, adding levels such as silver, gold or platinum of ..
August 18, 2008
The chief goal of any company is to get people to trust them. When I go into a store and buy something I'm trusting that they're the best person for me to buy from. For some businesses this is easier to come by, because the kind of trust you need is different.Retails stores usually require a low ..
August 18, 2008
Recently, I had the pleasure of attending the annual conference of the National Speakers Association which was held in New York City at the Marriott Marquis Hotel. The hotel is a beautiful facility that's in a great Times Square location. But before long, convention attendees noticed a major ..
August 17, 2008
Your employees who are dissatisfied with their positions are a tremendous obstacle to developing customer loyalty. Let us be honest, as you are walking into or calling a place of business, what would you want to experience as customer or potential customer:Happy Campers that being happy employees ..
August 15, 2008
How examples of good Customer Service lead to exceptional serviceThe number one rule to remember in running a successful business is to develop a culture of providing exceptional customer service or you will over time struggle in a competitive market. The best process to find out how service is to ..
August 15, 2008
Every day people call your office, and request information about what you do, and for whatever reason, they don't all decide to become patients right then. You don't know what the reason was.Maybe they were just curious because they heard that upper cervical chiropractic was different, but they ..
August 15, 2008
I realize that I'm taking literary license with the line from the movie, Treasure of Sierra Madre. But with today's push to measure everything under the sun, I thought it would be ok to have a little fun and do takeoff on line from a famous move that is often misquoted. Ever notice that when you ..
August 14, 2008
A business can generate profit only when it has a committed and faithful following of customers. In the cut throat environment of modern times, a Customer Relationship Management (CRM) system then emerges as a valuable tool to help build customer loyalty. CRM as the acronym suggests is all about ..
August 14, 2008
No matter what kind of business you run there will be customers who get upset with you. Sometimes it will be because of a mistake you made, and sometimes it will be because of an unrealistic expectation on their part.The reason behind the complaint isn't nearly as important as how you handle it ..
August 10, 2008
Some companies pretend that they give customer service, but in reality they are using the customer service disguise for high-pressure sales techniques. Being pushy with customers is not customer service, and running around asking everyone in the store if you can help them with something is often ..
August 09, 2008
People like it when other people remember who they are. Everyone wants to feel like they matter. By feeling important, people come back to your business. They spend more money, they buy more things, and they return more often. Unfortunately, many companies don't put much stock in paying attention ..
August 08, 2008
No matter what type of restaurant you work in, you can earn bigger tips. This is important because anyone in this line of work will tell you that it doesn't pay the best. In most cases well below minimum wage. Yet you can make up for it by earning large tips from your customers. Most of the people ..
August 08, 2008
The longer you've been online, the more likely you are to have had some type of problem. Maybe you bought a product and then realized you didn't know how to use it. Sometimes, no matter how many times you read the documentation, you just don't get it.That's OK because none of us knows everything ..
August 07, 2008
A lot of time, energy, and money is spent on developing new customer relationships. Often you will find this to be a rewarding experience for you. You may even develop relationships that will last years into the future. Some of your customers might even become close friends of yours. But sometimes ..
August 07, 2008
At some level we're all grateful for our customers. Because we know without them we would not have a business.And, with busy schedules and hectic lives, it's easy to forget how important our customers are. It's even easier to forget to show it. And it's easy to discount or disregard any one ..
August 02, 2008
Who is your customer? To any savvy business manager, that may seem a simple or even silly question. “Of course I know who my customers are, I wouldn't be in business otherwise" might be the natural response. However, one organisation who recently got this drastically (and what could have been .
August 01, 2008
James had a lot of things on his mind these days. Not only does he have to get ready for his bar exam for law school, he also has to deal with one of the things in life that no one likes to deal with, the passing of a loved one.James is a young guy with limited family and the best family that he ..
July 31, 2008
Ok, you have finally taken the plunge. You've started your own business, but how well do you know your business? Can you explain the finer points to new clients when they ask questions? How well do you field their questions? Do you still have questions yourself?Sometimes it is a challenge to do and .
July 31, 2008
From time to time, you may find your recovery efforts blocked by certain actions or inactions on your part or others in your organization. Here are some of the obstacles that commonly derail recovery attempts.Poor or inadequate communicationWithout solid communication recovery cannot occur when ..
July 31, 2008
Ever wonder why companies like Wal-Mart continue to grow at astronomical rates while companies like Sears and J.C. Penny, who have been in business for over 100 years, continue to struggle to hold market share? One key is thinking like a customer.Wal-Mart does extensive and ongoing research and ..
July 31, 2008
Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide whether or not to do business with the organization.What is a service ..
July 31, 2008
BELIEVE IT OR NOT, there are those in the population who have never held a job using a register. Let's allow that to sink in for a minute. They have never dealt with late-night and even afternoon drunkards. They have never had ten people in a row hand them a twenty for a dollar tab. They have never .
July 31, 2008
One of the easiest and fastest ways to make a customer smile is to do something extra. Because it's unexpected, it's a pleasant surprise. It's something they'll remember and talk about.When you do something extra, it's like giving your customer a gift. It's a wonderful way to show you care about ..
July 31, 2008
When it comes to being successful in business, you need to be able to track your customers. They can bring you more business if you keep them happy, but they can also cause you problems if you ignore their needs. A lot of businesses today fail to understand about customer service and how it is best .
July 31, 2008
Crowd sourcing is getting customers to solve your problems or design your products/services or share some of your responsibilities. They do not expect to get paid or at least highly paid in return. Many big companies have used this technique successfully and others are following suit.Customers can ..
July 31, 2008
Once you have your online business up and running, the biggest effort you must afford is to have visitors or leads to your site. Some of these visitors will eventually buy a product from you, becoming into “customers".The net income or money gained with the sales is your online business ..
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