Managing disputes with clients and customers
Regardless of where you work, there always seems to be problematic customers. So how do you manage these occasional disputes with your customers? The key is to resolve such disputes before they escalate and get out of hand. Here's taking a look at some key steps in managing disputes with clients and customers.
The first step is to try to avoid disputes all together. Some disputes are just bound to happen, but avoiding them all together can save you a lot of time, headaches and money. Some guidelines to avoid disputes are:
- Deal with customer complaints fairly
- timely and professionally
- Make sure all employees treat customers with respect and show good customer service when interacting with them.
- Develop and train employees on how to negotiate with customers.
- Comply with all representations and other promises made to your client or customer.
- Have easy and fair ways with addressing customer concerns, such as: return policies and in-store credit if necessary.
- Always treat customers with respect and kindness.
What are some common disputes seen in small businesses?
Products:
- quality
- service
- price
- packaging
- delivery and customer service
Financial:
- the ability and willingness to pay accounts
Leases:
- the term
- relocation
- price increases
- quality of location
Breach of contracts:
- termination period
- quality of product
Misleading conduct:
- failing to meet expectations
Regardless of where you work, there always seems to be problematic customers. So how do you manage these occasional disputes with your customers? The key is to resolve such disputes before they escalate and get out of hand. Here's taking a look at some key steps in managing disputes with clients and customers.
The first step is to try to avoid disputes all together. Some disputes are just bound to happen, but avoiding them all together can save you a lot of time, headaches and money. Some guidelines to avoid disputes are:
- Deal with customer complaints fairly
- timely and professionally
- Make sure all employees treat customers with respect and show good customer service when interacting with them.
- Develop and train employees on how to negotiate with customers.
- Comply with all representations and other promises made to your client or customer.
- Have easy and fair ways with addressing customer concerns, such as: return policies and in-store credit if necessary.
- Always treat customers with respect and kindness.
What are some common disputes seen in small businesses?
Products:
- quality
- service
- price
- packaging
- delivery and customer service
Financial:
- the ability and willingness to pay accounts
Leases:
- the term
- relocation
- price increases
- quality of location
Breach of contracts:
- termination period
- quality of product
Misleading conduct:
- failing to meet expectations
Continue reading "Managing disputes with clients and customers"
How to keep queue times short for customer service
One main complaint customers seem to have time and time again is that most stores they shop in have long lines they have to wait in. Checkout lines and customer service lines alike can be long and frustrating to stand in. Whether it is the busy shopping season or not, there are some things you can do to keep your customers happy. Here are some tips on how to keep queue times short for customer service.
Better technology
One way to speed up queue times is to have more updated technology. Some businesses continue to use older equipment that may take longer to ring a purchase up or return an item in a customer service line. This problem can easily be solved by upgrading to faster digital equipment and programs. With just using faster technology, it can cut wait times down substantially. This alone can get customers in and out in a faster manner.
One main complaint customers seem to have time and time again is that most stores they shop in have long lines they have to wait in. Checkout lines and customer service lines alike can be long and frustrating to stand in. Whether it is the busy shopping season or not, there are some things you can do to keep your customers happy. Here are some tips on how to keep queue times short for customer service.
Better technology
One way to speed up queue times is to have more updated technology. Some businesses continue to use older equipment that may take longer to ring a purchase up or return an item in a customer service line. This problem can easily be solved by upgrading to faster digital equipment and programs. With just using faster technology, it can cut wait times down substantially. This alone can get customers in and out in a faster manner.
How to create training programs for customer service centers
The customer service center plays an essential role in maintaining a positive reputation for any company. They deal with customers with an array of concerns and questions. Many times customers are seeking information, wishing to resolve a problem with a product or service, or need help operating a new product.
In many cases, a customer service representative must deal with frustrated or angry customers and must find a way to help those customers feel like they can continue purchasing from the company. Creating a training program for a customer service center must take all of this into consideration.
The customer service center plays an essential role in maintaining a positive reputation for any company. They deal with customers with an array of concerns and questions. Many times customers are seeking information, wishing to resolve a problem with a product or service, or need help operating a new product.
In many cases, a customer service representative must deal with frustrated or angry customers and must find a way to help those customers feel like they can continue purchasing from the company. Creating a training program for a customer service center must take all of this into consideration.
How to resolve conflict between employee and customer
Many companies can have a difficult time handling conflict with customers. It is particularly difficult when an employee and customer conflict arises. Handling conflict with customers is one of the most necessary business skills an employee must have. Training your employees to transform customer conflict into customer satisfaction is hard, but worth it! Most employees hope they never have to deal with customer conflicts, but it is inevitable that you will have an irate customer one day.
Your company must have a training program in place to handle customer conflicts effectively. Most companies follow three basic strategies that can effectively diffuse a potentially disastrous situation. When your employees are hired, they typically go through a routine program of training, this customer conflict management needs to be addressed as well.
Avoidance
If there is a heated discussion between the employee and customer, it is best for your employee to back off and wait until the customer calms down. However, ignoring the issue won't make it go away.
Many companies can have a difficult time handling conflict with customers. It is particularly difficult when an employee and customer conflict arises. Handling conflict with customers is one of the most necessary business skills an employee must have. Training your employees to transform customer conflict into customer satisfaction is hard, but worth it! Most employees hope they never have to deal with customer conflicts, but it is inevitable that you will have an irate customer one day.
Your company must have a training program in place to handle customer conflicts effectively. Most companies follow three basic strategies that can effectively diffuse a potentially disastrous situation. When your employees are hired, they typically go through a routine program of training, this customer conflict management needs to be addressed as well.
Avoidance
If there is a heated discussion between the employee and customer, it is best for your employee to back off and wait until the customer calms down. However, ignoring the issue won't make it go away.
Keeping your customers happy through better management techniques
If you area business owner or even a business manager you are probably already aware of how important it is to keep your customers happy. Basically if you can not keep your customers happy then you are not doing your job and you could actually lose your business. The reason for this is that your customers are the thing that make your company run, what this means is that without your customers you would not have a business because you would have nobody to buy your products or services.
Sometimes keeping your customers happy can be a really big job because they are high demand customers, which usually means that nothing you can do will keep them happy. Or you might have ordinary customers that are not happy because of something that has happened at your place of business or some kind of decision that your management has made in regards to their situation. As a business owner your main goal is to make sure that your customers are always happy so that they continue to return to your place of business so you can stay in business. And sometimes to keep your customers happy you might need to adopt some better management techniques.
If you area business owner or even a business manager you are probably already aware of how important it is to keep your customers happy. Basically if you can not keep your customers happy then you are not doing your job and you could actually lose your business. The reason for this is that your customers are the thing that make your company run, what this means is that without your customers you would not have a business because you would have nobody to buy your products or services.
Sometimes keeping your customers happy can be a really big job because they are high demand customers, which usually means that nothing you can do will keep them happy. Or you might have ordinary customers that are not happy because of something that has happened at your place of business or some kind of decision that your management has made in regards to their situation. As a business owner your main goal is to make sure that your customers are always happy so that they continue to return to your place of business so you can stay in business. And sometimes to keep your customers happy you might need to adopt some better management techniques.
How to soothe a disgruntled customer
There is always good and bad when it comes to dealing with the public. We have all had our share of negative experiences when faced with an angry customer. Customer complaints are a fact of life. No matter how great our products and services are there are going to be mistakes, misunderstandings, and unhappy people. It could be over the quality of the product, price, service, or the mind-set of the customer. Some complaints can be handled smoothly and easily, and others can reach high levels of unhappiness and hostility. Is it true that the customer is always right? Well, all of us may not agree with that statement, but in the heat of the moment, how do you soothe a disgruntled customer?
It is crucial to let them know that you are sorry.
It may not have been your fault nor had anything to do with you, but those simple words can calm someone down fairly quick. For the most part, customers who yell at sales people are already expecting their request to be rejected or denied by the sales person. This puts the customer on the defensive and that is usually why they are irate in the first placeBthey=re expecting a fight. Remove the angry customer=s defensive attitude by reminding yourself that their complaint, no matter how dumb it may seem to you, is legitimate to them and therefore important. It is better to swallow your pride for a moment and apologize than to be in the middle of an embarrassing scene.
There is always good and bad when it comes to dealing with the public. We have all had our share of negative experiences when faced with an angry customer. Customer complaints are a fact of life. No matter how great our products and services are there are going to be mistakes, misunderstandings, and unhappy people. It could be over the quality of the product, price, service, or the mind-set of the customer. Some complaints can be handled smoothly and easily, and others can reach high levels of unhappiness and hostility. Is it true that the customer is always right? Well, all of us may not agree with that statement, but in the heat of the moment, how do you soothe a disgruntled customer?
It is crucial to let them know that you are sorry.
It may not have been your fault nor had anything to do with you, but those simple words can calm someone down fairly quick. For the most part, customers who yell at sales people are already expecting their request to be rejected or denied by the sales person. This puts the customer on the defensive and that is usually why they are irate in the first placeBthey=re expecting a fight. Remove the angry customer=s defensive attitude by reminding yourself that their complaint, no matter how dumb it may seem to you, is legitimate to them and therefore important. It is better to swallow your pride for a moment and apologize than to be in the middle of an embarrassing scene.
How to manage your customer service call center
Some companies have figured out the secret required to increase customer satisfaction, increase incoming call resolutions, and positively affect the company's bottom line. This secret is the use of a customer service call center.
Managing a customer service call center can be a very complex business. The manager is faced with a lot of customer service issues. Not only do they have to make sure the call center is running smoothly, but they have to coordinate scheduling, call costs, rent and utilities for the business, and promotional events or advertising, if any. All of these responsibilities can be extremely overwhelming. Learning how to manage your customer service call center properly will greatly enhance business and reduce any unwanted stress, and it will provide extremely better customer service.
Some companies have figured out the secret required to increase customer satisfaction, increase incoming call resolutions, and positively affect the company's bottom line. This secret is the use of a customer service call center.
Managing a customer service call center can be a very complex business. The manager is faced with a lot of customer service issues. Not only do they have to make sure the call center is running smoothly, but they have to coordinate scheduling, call costs, rent and utilities for the business, and promotional events or advertising, if any. All of these responsibilities can be extremely overwhelming. Learning how to manage your customer service call center properly will greatly enhance business and reduce any unwanted stress, and it will provide extremely better customer service.
Continue reading "How to manage your customer service call center"How to handle high demand customers
If you work with customers in any aspect of your business you have probably run across at least one or two customers who are high demand customers or basically customers that are difficult. With these people it seems that nothing you can do or say is going to make them happy and all they want to do is scream and yell. And as a business manager or even a business owner you need to know how to handle these types of customers, basically you are going to need to know how to deal with these customers so that you don't burn yourself out or so you don't get in trouble for not doing your job.
Difficulty rating: Moderate to difficult
If you work with customers in any aspect of your business you have probably run across at least one or two customers who are high demand customers or basically customers that are difficult. With these people it seems that nothing you can do or say is going to make them happy and all they want to do is scream and yell. And as a business manager or even a business owner you need to know how to handle these types of customers, basically you are going to need to know how to deal with these customers so that you don't burn yourself out or so you don't get in trouble for not doing your job.
Difficulty rating: Moderate to difficult
Learning to deal with irate customers
If you deal with customers in any context, chances are good you've probably come across an angry or irate one at some point in your life. And when you have a pile of things to do on your desk that just keeps getting higher, the last thing in the world you want to be doing is getting an earful from an angry customer who just wants to vent.
But because your customers are crucial to the success of your business, it's important that you handle their complaints in a friendly and efficient manner. The following tips will help you learn to deal with irate customers in a way that helps you solve their problems:
If you deal with customers in any context, chances are good you've probably come across an angry or irate one at some point in your life. And when you have a pile of things to do on your desk that just keeps getting higher, the last thing in the world you want to be doing is getting an earful from an angry customer who just wants to vent.
But because your customers are crucial to the success of your business, it's important that you handle their complaints in a friendly and efficient manner. The following tips will help you learn to deal with irate customers in a way that helps you solve their problems:
Tips for calming an irate customer
One of the biggest nightmares for any manager, business owner, or employee, is calming an irate customer. More often than not, it seems as if the customer does not actually even want the problem solved, but would rather just complain as loudly as possible. However, with some patience and some well-chosen words, you can calm down your irate customer and ensure that you will be able to keep that customer's business (if you still want it, of course!).
You need to realize when dealing with an irate customer that more often than not, they are simply frustrated and upset because either a particular product, an employee, or your company has let them down. You need to do more than simply solving the problem that it immediately at hand-the customer has more fundamental emotional needs that need to be taken care of. Taking care of these needs are what will really calm down any irate customer that you may have to deal with.
One of the biggest nightmares for any manager, business owner, or employee, is calming an irate customer. More often than not, it seems as if the customer does not actually even want the problem solved, but would rather just complain as loudly as possible. However, with some patience and some well-chosen words, you can calm down your irate customer and ensure that you will be able to keep that customer's business (if you still want it, of course!).
You need to realize when dealing with an irate customer that more often than not, they are simply frustrated and upset because either a particular product, an employee, or your company has let them down. You need to do more than simply solving the problem that it immediately at hand-the customer has more fundamental emotional needs that need to be taken care of. Taking care of these needs are what will really calm down any irate customer that you may have to deal with.
How to understand the different personality types of your customers
Being in business requires a lot of additional skills. One of these skills, people skills, is closely related to psychology. There are scales developed by psychologist to help them assess different personalities. Probably the most well known scale is the Myers-Briggs Type Indicator (MBTI). This scale can only be administered by professionals, who are educated in psychological assessment, so you won't be able to give the measure to your customers. Still, you can learn the different personality characteristics and what type of interaction styles work best with each characteristic.
Extroversion/introversion-people fall somewhere along an extroversion/introversion continuum. Extraverted personalities tend to crave stimulation from other people, enjoy the company of other people, and be a little bit impulsive. These people love a crowd and to be the center of attention. They may make decisions on the spur of the moment. Introverted people, n the other hand, need more private time and they are also more methodical and reflective when it comes to making decisions. If you have an introverted customer, you should focus on one-on-one interactions and give them plenty of time and space when
Being in business requires a lot of additional skills. One of these skills, people skills, is closely related to psychology. There are scales developed by psychologist to help them assess different personalities. Probably the most well known scale is the Myers-Briggs Type Indicator (MBTI). This scale can only be administered by professionals, who are educated in psychological assessment, so you won't be able to give the measure to your customers. Still, you can learn the different personality characteristics and what type of interaction styles work best with each characteristic.
Extroversion/introversion-people fall somewhere along an extroversion/introversion continuum. Extraverted personalities tend to crave stimulation from other people, enjoy the company of other people, and be a little bit impulsive. These people love a crowd and to be the center of attention. They may make decisions on the spur of the moment. Introverted people, n the other hand, need more private time and they are also more methodical and reflective when it comes to making decisions. If you have an introverted customer, you should focus on one-on-one interactions and give them plenty of time and space when
Continue reading "How to understand the different personality types of your customers"How to calm an angry customer
We've all been in a situation where a frothing, angry customer is either in our faces our shouting into a telephone and we get either that helpless feeling or that angry feeling or both. What should we do in such situations? What should we do when a customer gets angry and starts taking that anger out on us? Let's consider a few steps that might come in handy in the future.
1. Remember, remember, remember (you've heard this a thousand times): the customer isn't really angry at you; you're just a convenient object for venting their rage at your company in general, at the world in general, and the cruel fate that decreed they not get their CD (or whatever) in the mail on time. A famous philosopher said that he never took offense at anger of this sort. Why not? Well, he said, I wouldn't take offense at a little dog that ran up and bit me. In other words, even though the bite might sting a little, it's just a little dog, doing what little dogs do. It's actually very convenient to think of an angry customer this way; they're not being themselves; their bestial side has taken over, and all you
We've all been in a situation where a frothing, angry customer is either in our faces our shouting into a telephone and we get either that helpless feeling or that angry feeling or both. What should we do in such situations? What should we do when a customer gets angry and starts taking that anger out on us? Let's consider a few steps that might come in handy in the future.
1. Remember, remember, remember (you've heard this a thousand times): the customer isn't really angry at you; you're just a convenient object for venting their rage at your company in general, at the world in general, and the cruel fate that decreed they not get their CD (or whatever) in the mail on time. A famous philosopher said that he never took offense at anger of this sort. Why not? Well, he said, I wouldn't take offense at a little dog that ran up and bit me. In other words, even though the bite might sting a little, it's just a little dog, doing what little dogs do. It's actually very convenient to think of an angry customer this way; they're not being themselves; their bestial side has taken over, and all you
Continue reading "How to calm an angry customer"How to choose your online customer support software.
If you are a manager of an office or the owner of a smaller company, then you might want to think about improving your customer support by offering online customer support. But there are a number of different options for online customer support software to help you have the best possible online customer support. The topic of this article is to give you tips and general guidelines on how you can choose your online customer support software.
Customer support service is one of the most important components to your business strategy and approach. One of the most important aspects of being a successful company is not just providing a great product and great service, but also to provide great customer service. Because no matter how great your service is or your products are, chances are that even if they don't happen to break for any reason, then customers might have problems understanding how to use your products or they might have questions about all of your different services.
The traditional strategy for customer support has always been, at least since Alexander Graham Bell, to use telephone customer service. But no company can afford to keep its customer support service dependent on the telephone system-doing so will automatically brand you as archaic and customers will immediately be suspicious of your ability to remain up to date with technological advancements. More and more customers are using the Internet for everything that they do. Customer support service is no exception to this move towards online service. Providing online customer support service is a great move towards helping customers become more satisfied with your business. Online customer support service is a great way to always provide information to clients, day or night, and provides a way that they can always seek help and answers for their questions.
If you are a manager of an office or the owner of a smaller company, then you might want to think about improving your customer support by offering online customer support. But there are a number of different options for online customer support software to help you have the best possible online customer support. The topic of this article is to give you tips and general guidelines on how you can choose your online customer support software.
Customer support service is one of the most important components to your business strategy and approach. One of the most important aspects of being a successful company is not just providing a great product and great service, but also to provide great customer service. Because no matter how great your service is or your products are, chances are that even if they don't happen to break for any reason, then customers might have problems understanding how to use your products or they might have questions about all of your different services.
The traditional strategy for customer support has always been, at least since Alexander Graham Bell, to use telephone customer service. But no company can afford to keep its customer support service dependent on the telephone system-doing so will automatically brand you as archaic and customers will immediately be suspicious of your ability to remain up to date with technological advancements. More and more customers are using the Internet for everything that they do. Customer support service is no exception to this move towards online service. Providing online customer support service is a great move towards helping customers become more satisfied with your business. Online customer support service is a great way to always provide information to clients, day or night, and provides a way that they can always seek help and answers for their questions.
How to keep an upset customer from upsetting other customers
Good customer service plays a major role in the success of a company. When a customer is not happy for whatever reason they are most likely not going to do business with your company again. They also may tell family and friends the negative experience they had. The loss of potential customers just from one customer's unhappiness can have a negative impact on a company.
When dealing with an unhappy customer there are several things to keep in mind. Don't take it personal, an unhappy customer is often upset with something that you had no control over. Their dissatisfaction may have been late shipping or merchandise that doesn't work; the customer knows that you didn't make the product or cause the shipping delay. Often times the customer may just need to "vent" and express their dissatisfaction to someone and unfortunately that person is you. Maintain your composure, be polite and handle the situation in a professional manner.
Good customer service plays a major role in the success of a company. When a customer is not happy for whatever reason they are most likely not going to do business with your company again. They also may tell family and friends the negative experience they had. The loss of potential customers just from one customer's unhappiness can have a negative impact on a company.
When dealing with an unhappy customer there are several things to keep in mind. Don't take it personal, an unhappy customer is often upset with something that you had no control over. Their dissatisfaction may have been late shipping or merchandise that doesn't work; the customer knows that you didn't make the product or cause the shipping delay. Often times the customer may just need to "vent" and express their dissatisfaction to someone and unfortunately that person is you. Maintain your composure, be polite and handle the situation in a professional manner.
How to choose service management software
The topic of this article is to discuss how you as a company owner or as a company or office manager can choose service management software that is perfect for your company and can fit all of your company's needs.
As your company grows and as the years go by, a number of things wil change. You will have employees come and go, you will change customers, current customers will change what they want, the relationships between you and suppliers will change, and basically everything else will change, constly. If you are a successful manager or owner, then you will be able to manage change well and you won't be put off by it. Another thing that is always changing is the software technology that you will be using to help manage your service. As a manager or owner, you need to be able to choose the right technology for your company so that you can choose the right service management software. The most important thing to keep in mind when you are choosing service management software is that you are choosing software for more than just your short term needs. You have to choose service management software that will be able to handle all of the changes that your company goes through, from next week to three months from now to two years from now.
Here are some basic tips that you need to follow when you are choosing service management software for your company. First of all, don't choose systems that hinder the growth of your company. Choose a system that does not require that you spend more time administrating your system. Instead, choose a system that will allow for complex and detailed accounting, will let you control the users and their access to the system, will report important numbers and statistics to you, and will let you manage your company easily.
The topic of this article is to discuss how you as a company owner or as a company or office manager can choose service management software that is perfect for your company and can fit all of your company's needs.
As your company grows and as the years go by, a number of things wil change. You will have employees come and go, you will change customers, current customers will change what they want, the relationships between you and suppliers will change, and basically everything else will change, constly. If you are a successful manager or owner, then you will be able to manage change well and you won't be put off by it. Another thing that is always changing is the software technology that you will be using to help manage your service. As a manager or owner, you need to be able to choose the right technology for your company so that you can choose the right service management software. The most important thing to keep in mind when you are choosing service management software is that you are choosing software for more than just your short term needs. You have to choose service management software that will be able to handle all of the changes that your company goes through, from next week to three months from now to two years from now.
Here are some basic tips that you need to follow when you are choosing service management software for your company. First of all, don't choose systems that hinder the growth of your company. Choose a system that does not require that you spend more time administrating your system. Instead, choose a system that will allow for complex and detailed accounting, will let you control the users and their access to the system, will report important numbers and statistics to you, and will let you manage your company easily.
How to calm down a problem customer
If you have every worked at any job where you talked to customers you probably have at least one story to tell about a problem customer. It is human nature to get upset or to loose one's temper in a distressing situation. Perhaps you can even remember a time when you were the problem customer. The fact of the matter is that when you are faced with that problem customer nothing else matters but to calm the situation. Below are a few suggestions that you can use when you are faced with your next uncomfortable problem customer situation.
Start with the customer's needs not your own
When you have a problem customer remember that there really is a problem to be solved in addition to calming down the individual. Listen to the customer's needs and get to the root of the problem. Obviously you want the customer to calm down but the best way to get him to do so is to hear him out. Talk about what he needs.
If you have every worked at any job where you talked to customers you probably have at least one story to tell about a problem customer. It is human nature to get upset or to loose one's temper in a distressing situation. Perhaps you can even remember a time when you were the problem customer. The fact of the matter is that when you are faced with that problem customer nothing else matters but to calm the situation. Below are a few suggestions that you can use when you are faced with your next uncomfortable problem customer situation.
Start with the customer's needs not your own
When you have a problem customer remember that there really is a problem to be solved in addition to calming down the individual. Listen to the customer's needs and get to the root of the problem. Obviously you want the customer to calm down but the best way to get him to do so is to hear him out. Talk about what he needs.
CRM Programs - Why You Need One
Customer Relationship Management (CRM) programs are an essential part of any business operation. An effective CRM program will increase the company's revenue by enabling its marketing department to focus on the customer through a variety of means - finding new customers, building customer loyalty through increased customer satisfaction, and growing business from existing customers. The end result of an effective CRM program is increased revenue, a loyal customer base, and lowered costs.
Customer Relationship Management (CRM) programs are an essential part of any business operation. An effective CRM program will increase the company's revenue by enabling its marketing department to focus on the customer through a variety of means - finding new customers, building customer loyalty through increased customer satisfaction, and growing business from existing customers. The end result of an effective CRM program is increased revenue, a loyal customer base, and lowered costs.
The Real Cost of CRM Programs
It's not difficult to see the value of a well-defined and implemented Customer Relationship Management (CRM) program. An essential part of any business operation, an effective CRM program will increase the company's revenue by enabling its marketing department to focus on the customer through a variety of means - finding new customers, building customer loyalty through increased customer satisfaction, and growing business from existing customers. The end result of an effective CRM program is increased revenue, a loyal customer base, and lowered costs.
It's not difficult to see the value of a well-defined and implemented Customer Relationship Management (CRM) program. An essential part of any business operation, an effective CRM program will increase the company's revenue by enabling its marketing department to focus on the customer through a variety of means - finding new customers, building customer loyalty through increased customer satisfaction, and growing business from existing customers. The end result of an effective CRM program is increased revenue, a loyal customer base, and lowered costs.
Continue reading "The Real Cost of CRM Programs"How to improve your communications skills
One of the most important aspects of good business management is having excellent communication skills. Your ability to communicate your ideas says much about you as a person and about your business. Good communication skills are an essential part of a successful business, and are necessary when communicating with employees, customers, clients, superiors and even potential employees. Here are nine tips to help you improve your communication skills.
One of the most important aspects of good business management is having excellent communication skills. Your ability to communicate your ideas says much about you as a person and about your business. Good communication skills are an essential part of a successful business, and are necessary when communicating with employees, customers, clients, superiors and even potential employees. Here are nine tips to help you improve your communication skills.
How Not to Get Stiffed, Improving Your Collection Procedures
Some businesses have slow paying customers or past due balances because they didn’t “train” their customers in the beginning.
It is important that your customers know your credit policy and/or terms of payment, BEFORE they become a customer. Reiteration of your credit policy, when payment is overdue, is a good step to take in trying to obtain payment. Always ask for payment when it is justly due.
You should never extend credit to a new customer without having them fill out a credit application and go through the credit approval policy. Once you extend credit, it is important to maintain accurate records on an accounts payment history.
Adhere to your collection policies no matter what. You cannot see the future or changing market conditions. Try to keep current with trade reports pertaining to specific companies and industries.
Change your collection letters frequently, you can make them stronger and more action oriented.
Discourage payments on account or changes in payment terms. To many payment plans or changed payment terms can impair your cash flow.
Some businesses have slow paying customers or past due balances because they didn’t “train” their customers in the beginning.
It is important that your customers know your credit policy and/or terms of payment, BEFORE they become a customer. Reiteration of your credit policy, when payment is overdue, is a good step to take in trying to obtain payment. Always ask for payment when it is justly due.
You should never extend credit to a new customer without having them fill out a credit application and go through the credit approval policy. Once you extend credit, it is important to maintain accurate records on an accounts payment history.
Adhere to your collection policies no matter what. You cannot see the future or changing market conditions. Try to keep current with trade reports pertaining to specific companies and industries.
Change your collection letters frequently, you can make them stronger and more action oriented.
Discourage payments on account or changes in payment terms. To many payment plans or changed payment terms can impair your cash flow.
Continue reading "How Not to Get Stiffed, Improving Your Collection Procedures"Sweat the Small Stuff for Great Customer Service
Undoubtedly you’ve heard about the popular book series that started with Don’t Sweat the Small Stuff, followed by Don’t Sweat the Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of wisdom—don’t let the little things in life stress you out—it’s important not to make the mistake of overlooking the little things that can be critical to achieve wildly successful customer service in your business.
At first I was hesitant to write this article because the message seemed so basic and even felt a bit preachy. However, I reconsidered after numerous reminders from family, friends, clients and my own personal experiences that every day people are subjected to poor service. You’ve heard the stories; you’ve experienced it first-hand. Driving through the fast food restaurant without a word or a glance when you pick up your food. The store clerk that doesn’t say "thank you." The teller that greets you with only a gruff "Next!" The receptionist that ignores you while discussing last night’s social events with other employees. The bagger at the grocery checkout that complains about the newest company policy.
Consumers are starving for good service. And what they’re often hungry for may sound like little things — common courtesies that certainly wouldn’t be considered rocket science — but combined together provide a strong foundation for great customer service. In many industries or markets there are usually a few select players that far exceed the rest of the pack, while the rest trail far behind, or drop like flies. After all, comparable product, place, promotion and price are the requirements to even be in the running. Read the news and consider retail, dot-coms, etc. The differences between those that are thriving verses merely surviving are the people and the little things they do (or don’t do).
Undoubtedly you’ve heard about the popular book series that started with Don’t Sweat the Small Stuff, followed by Don’t Sweat the Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of wisdom—don’t let the little things in life stress you out—it’s important not to make the mistake of overlooking the little things that can be critical to achieve wildly successful customer service in your business.
At first I was hesitant to write this article because the message seemed so basic and even felt a bit preachy. However, I reconsidered after numerous reminders from family, friends, clients and my own personal experiences that every day people are subjected to poor service. You’ve heard the stories; you’ve experienced it first-hand. Driving through the fast food restaurant without a word or a glance when you pick up your food. The store clerk that doesn’t say "thank you." The teller that greets you with only a gruff "Next!" The receptionist that ignores you while discussing last night’s social events with other employees. The bagger at the grocery checkout that complains about the newest company policy.
Consumers are starving for good service. And what they’re often hungry for may sound like little things — common courtesies that certainly wouldn’t be considered rocket science — but combined together provide a strong foundation for great customer service. In many industries or markets there are usually a few select players that far exceed the rest of the pack, while the rest trail far behind, or drop like flies. After all, comparable product, place, promotion and price are the requirements to even be in the running. Read the news and consider retail, dot-coms, etc. The differences between those that are thriving verses merely surviving are the people and the little things they do (or don’t do).
Continue reading "Sweat the Small Stuff for Great Customer Service"Are You Putting Technology Before Your Customers?
Which is more important the technology or the customer?
The one thing about the online world you can be sure of is change. It seems like every day there is a new technology being added which will make the internet more accessible. As online marketers, we strive to keep up with all these trends and incorporate them into our marketing arsenals.
Going back to when the internet started, it was a bit of a nerdy place to be, with lots of people communicating in text only. Some savvy individuals saw how this growing community could be exploited and used to advertise their wares, and with all the hyperlinking joining them to other sites they could be easily found.
Then the world wide web evolved from the basic internet adding pictures and multimedia and eventually adding videos too, and it became even more useful to marketing. Added in with email which made it possible to reach a large audience at low cost the web became irresistable to businesses.
Each step forward brings with it even more opportunities for us online entrepreneurs to get our messages seen.
Which is more important the technology or the customer?
The one thing about the online world you can be sure of is change. It seems like every day there is a new technology being added which will make the internet more accessible. As online marketers, we strive to keep up with all these trends and incorporate them into our marketing arsenals.
Going back to when the internet started, it was a bit of a nerdy place to be, with lots of people communicating in text only. Some savvy individuals saw how this growing community could be exploited and used to advertise their wares, and with all the hyperlinking joining them to other sites they could be easily found.
Then the world wide web evolved from the basic internet adding pictures and multimedia and eventually adding videos too, and it became even more useful to marketing. Added in with email which made it possible to reach a large audience at low cost the web became irresistable to businesses.
Each step forward brings with it even more opportunities for us online entrepreneurs to get our messages seen.
Continue reading "Are You Putting Technology Before Your Customers?"Your Actions Tell Your Clients How You Expect To Be Treated
There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated." Look all around you and you will find that the truth of this statement is as evident as the clothes you wear.
So, if you don't expect to be successful, you're telling the world you probably don't think you have what it takes to succeed, if you don't expect to get the order, you probably won't, if you don't expect to get referrals from your clients, you probably don't believe in your heart that you deserve them.
Recently, I did a survey of the readers of this newsletter (thanks to those who participated) asking what the number one thing was that you wanted to know about generating referrals. Somewhat to my surprise, an overwhelming amount of people suggested that the number one thing that held them back was fear of asking for referrals.
Now what is that saying to your clients?
One the absolutely most effective way to generate a flood of new business by way of referral is to simply make receiving high quality referrals a condition of doing business with your firm. Build referral lead generation right into your service.
There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated." Look all around you and you will find that the truth of this statement is as evident as the clothes you wear.
So, if you don't expect to be successful, you're telling the world you probably don't think you have what it takes to succeed, if you don't expect to get the order, you probably won't, if you don't expect to get referrals from your clients, you probably don't believe in your heart that you deserve them.
Recently, I did a survey of the readers of this newsletter (thanks to those who participated) asking what the number one thing was that you wanted to know about generating referrals. Somewhat to my surprise, an overwhelming amount of people suggested that the number one thing that held them back was fear of asking for referrals.
Now what is that saying to your clients?
One the absolutely most effective way to generate a flood of new business by way of referral is to simply make receiving high quality referrals a condition of doing business with your firm. Build referral lead generation right into your service.
Continue reading "Your Actions Tell Your Clients How You Expect To Be Treated"Don't Be Afraid To Give Problem Customers The Boot
Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot. If the customer is always right, at what point do you think they become so problematic that you should stop doing business with them? -- Gary M.
A: That column brought a number of emails similar to yours, Gary, requesting that I clarify the line between "the customer is always right" and "sometimes you have to give a customer the boot." Here's the bottom line: if you, as a business owner or service provider, are willing to take a customer's money in exchange for providing him with goods or services, then the customer has what I call "the right of expectation." This means that the customer has the right to expect you to deliver everything promised in the transaction between you. For example, if you own a restaurant the customer has the right to expect that their meal will be prepared and served to their satisfaction. If you are a dry cleaner the customer has the right to expect that you will launder their clothes without returning them in shreds. If are hired to perform a service the customer has the right to expect that the service will be provided to their satisfaction within the terms of the defined task.
As the business owner, it is your responsibility to meet the customer's expectations and provide good customer service. Even if your business does not involve a formal contract that spells out to the letter what should be expected, there is generally a clear understanding of what the customer expects and what you are willing to deliver. If you back peddle on your end of the bargain, let's say by serving a bad meal or losing a customer's laundry and refusing to make things right, then you are guilty of not meeting the expectations of your customer and thereby are guilty of providing bad customer service.
Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot. If the customer is always right, at what point do you think they become so problematic that you should stop doing business with them? -- Gary M.
A: That column brought a number of emails similar to yours, Gary, requesting that I clarify the line between "the customer is always right" and "sometimes you have to give a customer the boot." Here's the bottom line: if you, as a business owner or service provider, are willing to take a customer's money in exchange for providing him with goods or services, then the customer has what I call "the right of expectation." This means that the customer has the right to expect you to deliver everything promised in the transaction between you. For example, if you own a restaurant the customer has the right to expect that their meal will be prepared and served to their satisfaction. If you are a dry cleaner the customer has the right to expect that you will launder their clothes without returning them in shreds. If are hired to perform a service the customer has the right to expect that the service will be provided to their satisfaction within the terms of the defined task.
As the business owner, it is your responsibility to meet the customer's expectations and provide good customer service. Even if your business does not involve a formal contract that spells out to the letter what should be expected, there is generally a clear understanding of what the customer expects and what you are willing to deliver. If you back peddle on your end of the bargain, let's say by serving a bad meal or losing a customer's laundry and refusing to make things right, then you are guilty of not meeting the expectations of your customer and thereby are guilty of providing bad customer service.
Continue reading "Don't Be Afraid To Give Problem Customers The Boot"Difficult customers - there's no such thing
A couple of years ago I had a call from a Customer Service Manager working in the paper industry. He wanted me to run a seminar for his team, on "How to Deal with Difficult Customers".
I had several telephone conversations with this manager organising dates, times and getting to understand his business. If I was to describe his style on the telephone I would use words like, businesslike, cold, curt and somewhat impatient. I started to realise that if I was one of his customers then I might have been a bit "difficult". He certainly knew his business and I don't think he was a bad person but warm and friendly - forget it.
There are actually very few genuinely difficult customers in the world. And I hear you say - "we've got all of them". However the majority of customers in the world are reasonable people. They may not think the way, look the way, sound the way that you do. However they are your customers and if you want their business then you've got to deal with them. They may get "difficult" from time to time if they feel they've been let down. It's how you handle them that'll determine if they continue to be a problem or if you can turn them around.
Difficult customers and situations usually occur because some part of our core service has failed or the customer perceives it to have failed. We've not delivered on time, the customer has the wrong product, it doesn't work or it's not what the customer expected. What happens then is, the customer comes to the interaction with us in a negative frame of mind. It's what happens then that'll decide whether they deal with us again or bad mouth us to other people.
A couple of years ago I had a call from a Customer Service Manager working in the paper industry. He wanted me to run a seminar for his team, on "How to Deal with Difficult Customers".
I had several telephone conversations with this manager organising dates, times and getting to understand his business. If I was to describe his style on the telephone I would use words like, businesslike, cold, curt and somewhat impatient. I started to realise that if I was one of his customers then I might have been a bit "difficult". He certainly knew his business and I don't think he was a bad person but warm and friendly - forget it.
There are actually very few genuinely difficult customers in the world. And I hear you say - "we've got all of them". However the majority of customers in the world are reasonable people. They may not think the way, look the way, sound the way that you do. However they are your customers and if you want their business then you've got to deal with them. They may get "difficult" from time to time if they feel they've been let down. It's how you handle them that'll determine if they continue to be a problem or if you can turn them around.
Difficult customers and situations usually occur because some part of our core service has failed or the customer perceives it to have failed. We've not delivered on time, the customer has the wrong product, it doesn't work or it's not what the customer expected. What happens then is, the customer comes to the interaction with us in a negative frame of mind. It's what happens then that'll decide whether they deal with us again or bad mouth us to other people.
Continue reading "Difficult customers - there's no such thing"Top 10 Ways to Turn Clients Into Raving Fans
Do you find great joy in being a coach? If so, you will find that your enthusiasm is contagious and will attract clients. Be sure to develop a superb and supportive community. Enlist them in building a practice and in supporting you as you go down the coaching road. Embrace change. It is your constant companion as you build your coaching business.
1. Be someone that they really enjoy as a person and as a vendor.
2. Call your Client each quarter to ask if they’re having any problems or challenges with their organization.
3. Continually improve your product or service.
4. Keep your client informed about future changes and upgrades about the product/service they bought.
5. Keep your client informed about what the media and other clients are saying about your service/product.
6. Educate your client on making the most of your product/service.
7. Do the unexpected, again and again.
Do you find great joy in being a coach? If so, you will find that your enthusiasm is contagious and will attract clients. Be sure to develop a superb and supportive community. Enlist them in building a practice and in supporting you as you go down the coaching road. Embrace change. It is your constant companion as you build your coaching business.
1. Be someone that they really enjoy as a person and as a vendor.
2. Call your Client each quarter to ask if they’re having any problems or challenges with their organization.
3. Continually improve your product or service.
4. Keep your client informed about future changes and upgrades about the product/service they bought.
5. Keep your client informed about what the media and other clients are saying about your service/product.
6. Educate your client on making the most of your product/service.
7. Do the unexpected, again and again.
Continue reading "Top 10 Ways to Turn Clients Into Raving Fans"Make Sure You Get The Customer Perspective
Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?
Oftentimes, the company is overconfident, and thinks they know what customers want. This myth, because that's what it is, can be upheld as long as the customer is not involved. However, the customer has a strong vote in the buying process, and in the end it will become crystal clear how the customer feels! At that point, of course, it's too late to do anything about it.
Another reason for not asking the customer is fear. From the customer perspective you might not be doing so well as you thought you were. For insecure persons that may come as a blow! In order to protect themselves, some folks just don't want to hear it and simply don't ask. On the other hand, they could be missing out on a whole lot of uplifting comments.
Get real! Would you rather get the customer's votes in your wallet, or in your mailbox?
Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?
Oftentimes, the company is overconfident, and thinks they know what customers want. This myth, because that's what it is, can be upheld as long as the customer is not involved. However, the customer has a strong vote in the buying process, and in the end it will become crystal clear how the customer feels! At that point, of course, it's too late to do anything about it.
Another reason for not asking the customer is fear. From the customer perspective you might not be doing so well as you thought you were. For insecure persons that may come as a blow! In order to protect themselves, some folks just don't want to hear it and simply don't ask. On the other hand, they could be missing out on a whole lot of uplifting comments.
Get real! Would you rather get the customer's votes in your wallet, or in your mailbox?
Continue reading "Make Sure You Get The Customer Perspective"Be Patient? Nah, Let's Kill Something
There's the old joke about the two buzzards sitting in a tree overlooking a highway. One responds to the other, "Be patient? I'm hungry. Let's kill something." Just like that buzzard, it is not in the nature of most marketers to be patient for business to grow. They want to go out and "kill something," too.
The trouble is that most marketers go after new business the wrong way. They want to "take down" the new piece of business using all the tools of the trade from advertising and direct mail to cold calling and event marketing. This is an expensive way to drum up business. Your existing clients are just waiting to tell you about people they know who could use your services, and then help sell you in to these people they refer. Not only is this more cost effective, it practically guarantees the prospects will share the same characteristics of your best customers.
"OK, Harry," you're asking, "but how do I do it?"
The first rule of getting referrals: ask. When should you ask? Let's review.
There's the old joke about the two buzzards sitting in a tree overlooking a highway. One responds to the other, "Be patient? I'm hungry. Let's kill something." Just like that buzzard, it is not in the nature of most marketers to be patient for business to grow. They want to go out and "kill something," too.
The trouble is that most marketers go after new business the wrong way. They want to "take down" the new piece of business using all the tools of the trade from advertising and direct mail to cold calling and event marketing. This is an expensive way to drum up business. Your existing clients are just waiting to tell you about people they know who could use your services, and then help sell you in to these people they refer. Not only is this more cost effective, it practically guarantees the prospects will share the same characteristics of your best customers.
"OK, Harry," you're asking, "but how do I do it?"
The first rule of getting referrals: ask. When should you ask? Let's review.
Continue reading "Be Patient? Nah, Let's Kill Something"Sorry, No Customer Service After 4:00 P.M.
A few months ago, I wrote about ingenious styles of customer service that every business should know about, mostly because their employees were inflicting them on their customers. For instance, I warned about "in your face customer service" and "run for cover customer service", two equally effective opposites...like pouring too much sugar on your Cheerios one day, and pouring too much cayenne pepper on them the next. I also warned about "do-it-yourself-extortion", "consistent filibuster customer service", "Invisible Man customer service", "present-at-attendance customer service", "customer service on steroids", and "satirical customer service".
You will have to read about these clever anti-sales pitches at: http://www.thehappyguy.com/customer-service.html , because today I want to tell you about a 100% revolutionary approach to customer service that my wife and I discovered in a village high up in the mountains.
We were on our annual honeymoon, a three-day escape from parenthood to lick our wounds and give our tattered spirits a chance to recuperate.
To tell the truth, the weekend was more like a marriage encounter. It gave me a chance to find out just who is that strange woman passing me in the hallway at full throttle, pinching her nose and radiating the sweet smell of mushy diaper as she whooshes past. And it gave her the chance to discover the even stranger man who blows a muffled "Oof!" every time Little Lady invents a new "Hop On Pop" dance move.
A few months ago, I wrote about ingenious styles of customer service that every business should know about, mostly because their employees were inflicting them on their customers. For instance, I warned about "in your face customer service" and "run for cover customer service", two equally effective opposites...like pouring too much sugar on your Cheerios one day, and pouring too much cayenne pepper on them the next. I also warned about "do-it-yourself-extortion", "consistent filibuster customer service", "Invisible Man customer service", "present-at-attendance customer service", "customer service on steroids", and "satirical customer service".
You will have to read about these clever anti-sales pitches at: http://www.thehappyguy.com/customer-service.html , because today I want to tell you about a 100% revolutionary approach to customer service that my wife and I discovered in a village high up in the mountains.
We were on our annual honeymoon, a three-day escape from parenthood to lick our wounds and give our tattered spirits a chance to recuperate.
To tell the truth, the weekend was more like a marriage encounter. It gave me a chance to find out just who is that strange woman passing me in the hallway at full throttle, pinching her nose and radiating the sweet smell of mushy diaper as she whooshes past. And it gave her the chance to discover the even stranger man who blows a muffled "Oof!" every time Little Lady invents a new "Hop On Pop" dance move.
Continue reading "Sorry, No Customer Service After 4:00 P.M."Quality Customer Service
What does customer service mean to you and your business on the internet? How do you satisfy you customers? What can you learn about customer service from the ‘big boys’?
Customer service is about satisfying your customers expectations and providing your customers with low stress options for doing business with you. Take this example; If you walk into one of the ‘big box’ retailers that are springing up all over North America and are greeted by friendly, courteous and knowledgeable staff that are only all to happy to lend a helping hand and make your shopping experience as painless as possible are you more likely to go back to that store for further purchases? Probably. The other thing that this type of customer service does is provide it’s customers with a reason to promote that business via word of mouth. If you are happy with the customer service you received you are more than likely to let others know how much you enjoyed shopping at this particular retailer.
The flip side of the above example; If you walked into a competitors place of business and there was no one to greet you or no assistance was offered, would you still shop there? You may if the price is right. These types of retailers use sales and other promotional ideas as a way of providing customer service.
What does customer service mean to you and your business on the internet? How do you satisfy you customers? What can you learn about customer service from the ‘big boys’?
Customer service is about satisfying your customers expectations and providing your customers with low stress options for doing business with you. Take this example; If you walk into one of the ‘big box’ retailers that are springing up all over North America and are greeted by friendly, courteous and knowledgeable staff that are only all to happy to lend a helping hand and make your shopping experience as painless as possible are you more likely to go back to that store for further purchases? Probably. The other thing that this type of customer service does is provide it’s customers with a reason to promote that business via word of mouth. If you are happy with the customer service you received you are more than likely to let others know how much you enjoyed shopping at this particular retailer.
The flip side of the above example; If you walked into a competitors place of business and there was no one to greet you or no assistance was offered, would you still shop there? You may if the price is right. These types of retailers use sales and other promotional ideas as a way of providing customer service.
Continue reading "Quality Customer Service"Three Easy Ways to Keep Customers
It is far more easy, and less expensive, to keep customers than to try and get new ones. So even though your company relies on adding to its customer base, don't make the mistake of only investing in new customers! Here are some strategies that will help you retain your customers and will even get them to purchase more of your company's products and services.
Make it easy for customers to give you feedback. Probably one of the most profitable activities you can engage in is to hear your customer's complaints and other comments. Provide customer support as quickly as possible. If you are unable to fix a problem right away, assure the customer that you are working on it and promise to provide regular progress reports. Make sure you keep your promise!
It is beneficial to learn how to comfort angry customers. Allow the customer to vent. Assure them that you understand his or her feelings. Find out exactly what they want and suggest a solution or see what he or she would consider to be fair. Follow-up with the customer to ensure that they are satisfied. Keep in mind that it's the customers who have had problems who become the most loyal when their problems are handled effectively.
It is far more easy, and less expensive, to keep customers than to try and get new ones. So even though your company relies on adding to its customer base, don't make the mistake of only investing in new customers! Here are some strategies that will help you retain your customers and will even get them to purchase more of your company's products and services.
Make it easy for customers to give you feedback. Probably one of the most profitable activities you can engage in is to hear your customer's complaints and other comments. Provide customer support as quickly as possible. If you are unable to fix a problem right away, assure the customer that you are working on it and promise to provide regular progress reports. Make sure you keep your promise!
It is beneficial to learn how to comfort angry customers. Allow the customer to vent. Assure them that you understand his or her feelings. Find out exactly what they want and suggest a solution or see what he or she would consider to be fair. Follow-up with the customer to ensure that they are satisfied. Keep in mind that it's the customers who have had problems who become the most loyal when their problems are handled effectively.
Continue reading "Three Easy Ways to Keep Customers"Ten Ways To Improve Your Customer Service
Here's some simple yet POWERFUL ideas on how to improve your customer service. Nothing can do more for a business than having "happy customers".
1. Stay in contact with customers on a regular basis. Offer them a free e-zine subscription. Ask customers if they want to be updated by e-mail when you make changes to your Web site. After every sale, follow-up with the customer to see if they are satisfied with their purchase.
2. Create a customer focus group. Invite ten to twenty of your most loyal customers to meet regularly. They will give you ideas and input on how to improve your customer service. You could pay them, take them out to dinner or give them free products.
3. Make it easy for your customers to navigate on your web site. Have a "FAQ" page on your Web site to explain anything that might confuse your customers. Ask them to fill out an electronic survey to find out how make your web site more customer friendly.
Here's some simple yet POWERFUL ideas on how to improve your customer service. Nothing can do more for a business than having "happy customers".
1. Stay in contact with customers on a regular basis. Offer them a free e-zine subscription. Ask customers if they want to be updated by e-mail when you make changes to your Web site. After every sale, follow-up with the customer to see if they are satisfied with their purchase.
2. Create a customer focus group. Invite ten to twenty of your most loyal customers to meet regularly. They will give you ideas and input on how to improve your customer service. You could pay them, take them out to dinner or give them free products.
3. Make it easy for your customers to navigate on your web site. Have a "FAQ" page on your Web site to explain anything that might confuse your customers. Ask them to fill out an electronic survey to find out how make your web site more customer friendly.
Take Your Customer Service Personally!
How many times have you ever said the following words, "Oh, don't take it personally". I don't know about you, but when I hear those words I do the exact opposite, I take it personally!
I wish more companies would take it personally when customers are unhappy with the service, or lack of service, that they have received. So, let me ask you, who actually cut the training budget, cut staffing, reduced benefits, increased the work load and put the blame somewhere else? I think the time has come to take it personally.
If you want to create enviable customer service that keep your customers coming back, I suggest you get a little "personal" with the following 3 tips.
Personally Make it a Priority:
How many times have you ever said the following words, "Oh, don't take it personally". I don't know about you, but when I hear those words I do the exact opposite, I take it personally!
I wish more companies would take it personally when customers are unhappy with the service, or lack of service, that they have received. So, let me ask you, who actually cut the training budget, cut staffing, reduced benefits, increased the work load and put the blame somewhere else? I think the time has come to ta