Learn About Customer Service podcast

4:37

First, let’s define what a CRM is: The term Customer Relationship Management (CRM) software is a system that connects different parts of a company through the thread of customer relationships. Sales, Marketing, Accounting and Customer Service can all be tied together with a powerful, centralized CRM software made to retain customer loyalty, increase revenue, deliver consistent and efficient customer service, and finally, evaluate which customers to focus on. Basically, every company has customers, and every company should maintain some basic information about those customers such as names, addresses, purchases, contracts, invoices, etc. Therefore every company should have at least some basic "CRM Technology" to track and serve their customers. Even small businesses use Outlook, Quicken or other applications for this purpose. If you use Microsoft Outlook for your daily communications, calendaring, tasks and appointments and need a way to track sales leads and opportunities, to share data across sales representatives, to improve the understanding of your sales process, to communicate with a broad groups of people on a one to one basis, to improve your business process in the most important area – sales, and need a reporting system that beats multiple excel spreadsheets, then you need a complete CRM solution. Why ? Because a CRM software can increase profitability for your business by reducing current operating costs, usually in the call center or distribution system, and by increasing customer value through smarter marketing using customer data to increase customer profitability. Can you do it without a CRM ? Probably, but not as efficiently because only a CRM is built to take care of Customer personal needs “centrally”, meaning that by using a single software, all the employees of the same company can access an organised database via Internet, where sales, customer service and management have access to the same customer data using tools such as “Sales Force Automation” (provides Lead Management, Opportunity Management, Account and Contact Management, Reports and Dashboards specifically useful for your organization's sales team), “Customer Support and Services” (provides Ticket Management, Knowledge Base, E-mail Notifications specifically useful for your organization's customer support team.), “Marketing Automation” (provides Lead Management, Mailing Lists, E-mail/Mail Merge templates, Product Management, specifically useful for your organization's marketing team.), “Inventory Management” (provides Products, Price Books, Vendors, Quotes, Purchase Orders, Sales Orders, and Invoices specifically useful for integrating your organization's sales, inventory, and accounting processes and enhance the sales effectiveness.) , providing a complete integration between pre-sales, post-sales, procurement, fulfillment, and other business processes within your organization. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

Learn about Customer Service

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Why Do Your Customers Complain and What Can You Do About It? 8:11

3 years fa8:11

8:11

As the Internet becomes an increasing part of our lives there are a growing number of web sites which are run for dissatisfied customers to publicly air their complaints about bad service. See your name posted on these sites or get contacted by them and you know you have a problem! How can you prevent your business from becoming ‘feature of the week’? Of all the skills small business owners need these days, the one least practiced is the ability to step back and look at your business from the customer’s perspective. Having an effective complaint handling process is important but that is the equivalent of closing the stable door after the horse has bolted – it’s too late, your customer has already suffered. It’s more effective to know what your customers could potentially complaint about and put it right before it happens. So what are the common reasons for customer complaints? Mark Bradley of Customer Service Network (www.customernet.com), which facilitates in benchmarking, improving processes and implementing improvements to help reduce customer complaints, says, “Financial loss is the obvious reason but the rest can be split into operational and emotional reasons.” In this article we will look at some of the operational and emotional or human issues within your business which could give your customers cause to complain. Take a look at these and examine each part of your business. How do you stand up? “You didn’t do what you promised.” When did you last review your advertising material or web site? Do they contain service promises which sounded great at the time but have since been forgotten? For example, do you promise to deliver within 24 hours but changes in processes have meant that is no longer possible? No one may have complained yet but sooner or later someone will. “Your product didn’t do what it’s supposed to do.” When did you last undertake a quality check of your product? Random checks can help weed out poor quality workmanship before a customer spots it. When buying your stock or finished item do you test it? “You’re never open when I need you.” 9 to 5, 5 days a week may have been acceptable when you first started out, but is this still what the customer wants? Check with your customers – they may want you to open later and close later. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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Where Has Customer Service Gone? 2:33

3 years fa2:33

2:33

Whatever happened to the adage "The customer is king or queen"? or the customer is always right. Not anymore. Company’s representatives seem to delight in arguing with and stone-walling customers and some even brag on their blogs about early morning and late evening calling just to upset customers to set them up for their day. What kind of individual gets kicks from this kind of behavior? Do they even think before they call the reaction of the customer they call and whom they might come in contact with that day? Is this kind of action possibly more legal liability just waiting to happen? Road Rage is so common in our society now... what’s next- Telephone Tantrum? Will this also be a psychiatric diagnosis and a legally defendable offense? I would almost bet on it! Credit card companies are the amongst some of the worst offenders and now, if one is a good, pay your bills on time and in full customer they don’t want you and in fact, are considering penalizing the "good customer" by charging them an annual fee to use their card. Seriously? It truly amazes and stuns me how deplorable customer service has become. It‘s such an oxymoron... customer and service don’t go together anymore; there is no service for the customer it is all about the company’s way to make money, more profit. Don’t companies care anymore about the way that they are perceived? The only power and voice the customer has left is not to be a company’s customer anymore and when that happens there will be no need for the bottom-line, making money/profit, customer service or the CEO; therefore no more company. I have always been a positive person and I try to look at both sides of every situation. Do I have suggestions and offer solutions. ABSOLUTELY! When I have had an excellent experience with customer service I tell them so and thank them as well as telling everyone that I come in contact with what a great company, service or product they have. Lately, I have been silent... wonder why? ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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When Customers Complain 4:19

3 years fa4:19

4:19

You probably won't have been in business too long before you get your first complaint. It just can't help but happen: low-end customers pay nothing and expect the Earth, while high-end ones pay a lot but expect an inhuman effort in return. You just can't please all of the people all of the time, even if you run yourself ragged trying -- there will always be someone who's not happy with what you've done. So what can you do about it? Don't Be Rude or Dismissive. The customer's complaint might seem stupid to you, or even insulting -- but that doesn't mean that you can respond in kind. You must treat every customer complaint seriously, and always act as if it is 100% your fault that things weren't to their satisfaction. Remember that every unhappy customer will talk about their experience to your potential customers (research varies, but some say that they might tell as many as 20). Those potential customers won't get to hear your side of the story. Going the extra mile to keep unreasonable customers happy is, above all else, a defensive technique to prevent them from damaging your business. Don't be scared of complaints: you should, instead, be actively soliciting them, to give you a chance to put things right before they tell anyone. Write a Letter of Apology. People will really appreciate the effort you've gone to if you take the time to write them a formal letter of apology, and say that you're sorry things weren't to their satisfaction and you appreciate them taking the time to tell you so that you can improve. For example: 'Dear Sir, It has come to my attention that you weren't happy with the service you received from my company in respect of the delivery of items to your home. We have now contacted our delivery service and fixed the issue, although I understand that this came too late to avoid inconveniencing you. I would like to sincerely apologise to you for the bad experience you have had with my company, and hope that this will not harm our chances of doing business together again in the future.' Make sure you sign the letter yourself, in pen. People hate seeing letters with printed signatures on. Offer a Partial Refund. The closing part of your letter should offer a refund of as much as you can afford to give -- in this scenario, for example, where there was a problem with delivery, you should offer to refund the full cost of delivery, plus a little extra to cover the inconvenience. In this way, you can turn your dissatisfied customers into some of your most satisfied ones. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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What’s changing in Customer Service? The top 5 new things that customers want. 4:49

3 years fa4:49

4:49

We all know that good customer service is paramount to growing a business and increasing profitability. What many managers are failing to realize, however, is that rapid changes in technology have lead to equally rapid changes in the delivery of quality customer service. In addition to the basics we all have heard time and again, there are five new areas of customer service that should be addressed to keep customers happy. What do customers say? 1) Preserve me from auto-attendant hell! Customers are becoming increasingly annoyed and frustrated with having to sift through a multitude of options and press numerous buttons – only to be told that the desired service is only available through the company’s website. Worse is when the auto-attendant uses voice recognition – but doesn’t ‘recognize’ your voice. It’s understandable that companies want to reduce costs by using attendants and, there’s no question that these are valuable tools. Yet, people want to connect with human beings; they don’t want to listen to a long list of prompts – especially not if they are having a problem (and let’s face it, that’s what usually triggers the call in the first place). To keep customers happy, here are few simple tips: • Always make it easy for customers to reach a human being. • Give people the option of voice prompt or touch prompt. • If you do use an auto-attendant, limit the number of menus to two rounds of choices before the customer reaches a human being. • If you have asked the customer to key in account information, transfer the profile along with the call. • If the call has been answered by a company rep, and needs to transfer the call to another department, do not put the customer back into a long queue. Instead, let your customer service rep be able to jump the front of the line, and get them to stay on the call with the client until the next person has picked up. Once this happens, the first rep should introduce the caller and give rep #2 a précis of the situation so the customer doesn’t feel like he or she is having to start all over again. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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What is Customer Service? 4:46

3 years fa4:46

4:46

In these days of competitive markets, the business that excels at customer service is the one that will not only maintain their position, but grow. You could answer the question "What is Customer service" by saying that it is about "exceeding" the expectations of the client, not just "satisfying" them. This is not just about the product or service that you are selling; it's about looking after the people buying them from you too. Having a great product must be the first step. Everybody likes quality, even more if it is competitively priced with other similar products. If you make the product yourself, see what you can do to enhance how it performs, what it's made from, how it compares with others. If you can make the product the best there is within the price range, customers will not only buy from you, but they will recommend others to buy from you too. So, you have a great product and your client base is growing - how is your pre and after sales service doing? Not many people think about how they sell the product, but it is still literally serving the customer. How many of us have put the phone down on someone who has been given the unenviable task of cold calling clients to try and sell goods? Cold calling and pressure sales are two areas that have managed to give selling a bad name, particularly if they are persistent, repetitive and quite obviously so desperate to make a sale that they become aggressive. This is most definitely not what is customer service. Most of us would prefer to do our own market research when looking to buy something and the Internet has made it all so much easier. If you want to build your client base, having a website is now essential rather than an optional extra. Customers can look at the product, find out more about it and then contact you if they are interested. If they register with your site, you are able to build a list of potential customers too, to contact them again at a later date. It might seem, from what is written above, that there is no place for person to person selling any more. Quite the opposite is the case, from the research I have done, it would appear that most customers would welcome speaking to someone who is knowledgeable about the product (that's the important bit!) and is able to resolve any problems quickly. Call centres in India might be cheaper to run than local ones, but do the operators understand what the product is, do they even want to? With the best will in the world, things can go wrong. For example, there could be a faulty batch manufactured, or if you are offering a service someone fails to turn up to an appointment. Complaints start coming in and you can either stick your head in the sand and ignore it or you can admit the mistake and try and rectify the situation to everyone's satisfaction. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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What is 24-7 support? 3:31

3 years fa3:31

3:31

Do you get frustrated calling a hot line for many times and still no answer whatsoever? Do you hate bringing your machine to the store and waiting for days for the service? Do you want quick response and assistance from product manufacturers? The answer is the modern 247 support service. Many companies, especially the more established once provide 24-7-365 support service to their clients. What does this mean? 24-7-365 Support Service This means that manufacturers or support service provides 24 hours, 7 days a week and 365 days in a year support service. It literally means there is support anytime, anywhere, any season. How it works? This is because product manufacturers outsource their service support with competent 24-7 support provider. The 24-7 support provider hires skilled, competent, and well-trained staff to attend to the needs of customers, clients and they have enough knowledge of variety of products. This ensures that if you are the customer of a product they serve, you will be taken cared of properly. What are the services available from a 24-7 support service? • Voice support – you have a warm body attending to you for your inquiries. Many consumers prefer this type of support service. However, if you are an irate consumer and you deal with voice support, you may not control your anger and some people regret this later on. • Non-voice support – This is an email support where consumers can send their requests for support and receive response direct to their inbox. This enables the support and the consumer to get fast response and interaction. • Live chat support – this is one of the most preferred support services. You chat with the support operator and get the response quick. If there is no operator available, then an automated response is provided to you. 24-7 support is a benefit of the ecommerce advent. It is therefore easy to communicate to manufacturers and your problems get attention immediately. Finally, 24-7 support is difficult if a manufacturer is doing it on his own. It is therefore necessary that you outsource your 24-7 support service if you want to ensure that you are really serving your clients 24-7. Avoid promising a 24-7 support if you are not outsourcing your support service. The reason is that if you are doing the support within your entity and your operators are not trained well, you may not be able to assist your customers as promised. Now, if you outsource your 24-7 support, then you are surely backed by experienced and well-trained 24-7 customer support. You can brag about it and your customers will be able to enjoy it as well. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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Up-Servicing Creating Superior Customer Value Through Up-Selling Valuable Add-Ons 4:18

3 years fa4:18

4:18

About once a week I grab my laptop and head to a café to work, brainstorm, and map out business plans. I usually enjoy a latté, cappuccino, or green tea while I work and I’ve found the change of scenery ignites my creativity and jump starts my productivity. For years I’ve gone to the same café on Yale Avenue for my weekly ritual, but last week I stopped into a Barnes & Noble Cafe. I approached the counter to purchase a latté and the sales person immediately responded with an “up selling” offer. She asked, “Can I get you a slice of cheesecake to go with your Caramel Macchiato?“ I wasn’t even thinking about dessert, yet I somehow let the unexpected query: “Can I get you a slice of cheesecake to go with your Caramel Macchiato?“ entice me into accepting a rich slice of cheesecake. The lady at the Barnes & Noble Café flawlessly executed the “up-selling” technique and without any hesitation I accepted. Not once in the three years of my attending my usual café has anyone tried to upsell me. As I enjoyed each delectable bite of the cheesecake I wondered, “What would it mean to Barnes & Noble’s bottom line if every salesperson in the Café attempted to upsell beverage seekers? What would it mean to the bottom line if just 2% of customers everyday were upsold?” What would it mean to your bottom line if every one of your employees flawlessly upsold your customers? In my experience both as a consumer and as a Business Growth Strategist, I have discovered that many businesses avoid up-selling because they're concerned that the customer may feel irritated or pressured, and often customer service professionals are reluctant to upsell because they’re uncomfortable with a “selling” role. But here’s the thing: If you don’t try to upell you are 1) Leaving money on the table and 2) Withholding value-added services from your customers. When done right, upselling offers translate into sales 5-20% of the time. And research shows that most customers appreciate up-selling when they are offered additional benefits that are relevant to their needs. Read on to get 5 tips to help you confidently and successfully upservice your customers. Think of upserving as “Up-Servicing” - When done right, upselling is simply offering a “suggestion” to an already receptive buyer to enhance the value of her service. This is exactly what I experienced at Barnes & Noble Cafe. I was already a receptive buyer and the cheesecake most definitely enhance the value of my experience. When viewed as truly upservicing as opposed to upselling, selling doesn’t feel so overwhelming. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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Turning Customer Service Inside Out! 7:16

3 years fa7:16

7:16

While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on customer satisfaction. It all starts within your organization! Sooner or later the ripple effect reaches your customers. To really walk your service talk, make sure your commitment to internal customer service matches your company's external focus on customer care. When we think of customer service we think of staff serving customers over a counter or over the phone. But customer service occurs within your organization as well. How well is your staff serving its internal customers: other departments, its management, vendors and consultants? Believe it or not, it all counts. Internal customer service refers to service directed to others within your organization. It refers to your level of responsiveness, quality, communication, teamwork and morale. I define Internal Customer Service as effectively serving other departments within your organization. How well are you providing other departments with service, products or information to help them do their jobs? How well are you listening to and understanding their concerns? How well are you solving problems for each other to help your organization succeed? Teaming with Success How well do you work with other departments? Does your Marketing department communicate well with the Legal department? Does Fulfillment relate well with Shipping and Receiving? Do Catering and Facilities work well together? When it's time to communicate with others from different departments do you take a deep breath, or smile and relish a chance to renew contact with colleagues from elsewhere in the company? As a manager I once joined a publishing company and found myself in the midst of a war between departments. Production resented Editorial for the way they missed deadlines and delivered shoddy copy. Conversely, Editorial had little respect for the resulting manuscripts they received back from Production, full of errors and oversights. Poor teamwork, poor communication and myopic thinking had led to a hardening of positions over time. They each cared about the finished product but were putting pressure on each other without realizing it. It took time, but eventually both groups came to appreciate each other and how to best work together to achieve win-wins for the greater good of their customers. Do you relish or dread committee work with other departments? Does it seem their aims are contrary to your department's? When other departments contact you for help do you regard it as a nuisance, a distraction and a drain of your valuable time? Can you see the greater good that comes from helping them solve their problems or fulfill their needs? ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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Turn Your Customer Complaint into a Positive 3:07

3 years fa3:07

3:07

The last thing we want to hear during our work day is complaints from customers. However, it does come with the territory. Here are a few tips on how to turn your customer’s complaint into a positive. 1. Listen When a customer comes to you with a complaint about one of your products or services, listen to them. Listen to what they are telling you, and take notes if at all possible. The number one thing a customer wants when they have a problem is for someone to listen to them. Allow them to vent, let them get it all out. Once they have explained their problem in full, begin to ask any questions you may have to get a full handle on the situation. While you are listening, body language is very important. Make sure you maintain eye contact. This sends your customer a message that you are taking them seriously. 2. Be Empathetic When the customer is done explaining their problem, show sincerity by telling them that you understand how they feel. Apologize on behalf of the company that they feel the way they do, and tell them that you are committed to resolving their issue within the guidelines of your company. By becoming defensive in this situation, you are taking a bad situation and making it worse. By having an understanding of where your customer is coming from on the situation, and speaking in a calm tone of voice, you can clearly defuse the situation. You don’t by any means want your customer to become angry and cause a scene. 3. Offer a Solution. We have all heard the expression “the customer is always right.” I don’t necessarily agree with this, but it is important to work toward finding a solution, even if the customer is in the wrong. For instance, you might try meeting them half way. You will know wether or not your customer is a repeat offender, and you can handle the situation accordingly. For customers who have a legitimate complaint, it is best to rectify the situation right then and there. Wether it is giving them their money back, or replacing their product. Always leave your customer with your business card and tell them if they should ever have a problem again, they should not hesitate to contact you immediately. This will help them regain their confidence in you and your company. The main goal when a customer has a complaint is to not allow the problem to snowball. Your objective should be to defuse the situation and retain your customer. By handling tough situations such as these in a professional manner, you will find your once complaining customers satisfied that you resolved their issue, and a new found respect for you. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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Top 7 Things You Must Know Before Dealing with Your Next Difficult Customer 6:29

3 years fa6:29

6:29

1. Anger precludes rationality. Angry customers simply cannot rationalize. This is because they are so wrapped up in the emotion of anger that everything you say is filtered through their emotions. Anger is an emotion and emotions are experienced in the right side of the brain. Rationalizing, problem solving, listening, and negotiating are all left-brain activities and your angry customer is stuck in the right side of the brain, and therefore cannot be expected to rationalize with you. 2. Anger must be acknowledged. It’s not productive for you to ignore anger or tiptoe around it. There is something known as the communication chain. When people communicate, they expect the person or persons they are communicating with to respond or react…this response or reaction is a link in the communication chain. A failure to respond to communication leaves the communication chain unlinked…broken. For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, perhaps embarrassed. If a customer expresses anger and we fail to respond to it, the communication chain is broken and the customer feels like they are not getting through, that you are not listening. So, the customer may speak louder to make his or her point. They might become even angrier and more difficult, as they are resorting to whatever it takes to feel heard and understood. You can keep your angry customers from getting angrier by acknowledging their anger and responding to it. You can respond to anger with a statement like, “Clearly you’re upset and I want you to know that getting to the bottom of this is just as important to me as it is to you.” This statement directly and professionally addresses anger – without- making the customer even angrier. Now that the anger has been acknowledged, you have completed the communication chain. 3. First, diffuse anger. Research has shown that an approach to problem solving that emphasizes anger diffusion first results in a lesser payout by the company. If you first work to diffuse anger and then move into problem solving, you will find that communication is much easier/because your customer is able to really listen to you. Problem resolution is now possible because your customer is calm and in the position to rationalize. Beginning the problem solving process before addressing and diffusing anger makes your job much harder because your customer is emotional and not able to fully rationalize. If you do attempt to solve the problem or negotiate, you will almost always have to offer more to satisfy the customer than you would if you had successfully first diffused anger. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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Top 6 Ways To Get An Angry Customer To Back Down 6:13

3 years fa6:13

6:13

1. Apologize. An apology makes the angry customer feel heard and understood. It diffuses and anger and allows you to begin to re-establish trust. Not only that, but pilot studies have found that the mere act of apologizing has reduced lawsuits, settlement, and defense costs. You need to apologize to customers regardless of fault. Certainly, the apology needs to be carefully worded. Here’s an example of a sincere, yet careful apology: “Please accept my sincere and unreserved apology for any inconvenience this may have caused you.” 2. Kill Them Softly With Diplomacy. This simple phrase has never failed me: “Clearly, we’ve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you.” When you say this, anger begins to dissipate. You’ve addressed the anger directly and non defensively and you haven’t been pulled into the drama of the attack. 3. Go into Computer Mode. To use Computer Mode you take on the formalities of a computer. You speak generally, without emotion, and you don't take the bait your angry or difficult customer is throwing you. Your words, tone, and attitude are completely impersonal and neutral - (Think of the automated response system you speak to when you call your wireless phone company or bank.) This "computer mode" response deflects, diffuses, and disarms angry customers because you don't add fuel to the fire by giving your difficult customer what they want -an emotional reaction. When you don't take the bait, the difficult customer is forced to stop dead in their tracks. And that means you regain control (and confidence). The Computer Mode Approach In Action Let's say your customer says: "You don't give a d*** about customers. Once you get a customer locked into a contract, the service aspect is over." While it may be tempting to fuel the fire with an equally hostile response such as "What's your problem, creep?" don't take the bait. If you do take the bait, the situation will only escalate and nothing productive or positive will result. A computer mode response might look like this: "I'm sure there are some people who think we don't care about servicing customers." "People get irritated when they don't immediately get the help they need." "It's very annoying to experience a delay in service response." "Nothing is more distressing than feeling like you're being passed around when all you want is help." And then you stop -like a locked up computer. No matter how uncomfortable the verbal abuse is or how ridiculous it becomes, continue to respond without emotion. This tactic works because it is neutral, doesn't take the bait, and because it is unexpected. The difficult customer wants to throw you off, make you lose control, and to get you to respond emotionally. When you fail to do each of these things, you actually regain control. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

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Top 6 Things Not to Do With Angry Customers 4:58

3 years fa4:58

4:58

1. Don't make threats. Have you ever said this, "If you don't calm down, I'm not going to help you." Or, "If you continue to yell at me, I'm going to have no choice but to terminate this phone call." If you've ever made these, or similar, statements, I'd bet that your sole intent was to regain control of the conversation. But the problem is, your customer perceives this type of language as threatening and it does not make them back down and it does not create calm. Try a phrase like this instead: "I really want to help you, but your tone/language is making it really hard for me to do that." And then pause for 2-3 seconds to let your words resonate with the customer. 2. Don't argue. Trust me on this one - you can never win an argument with a customer. Certainly, you can prove your point and even have the last word, In a discussion on the futility of arguing with people, Dale Carnegie once said "you may be right, but as far as changing your customer's mind is concerned, you will probably be just as futile as if you were wrong." Your goal in complaint situations is to retain the customer, not to be right. If you win the argument, you may very well have lost the customer. Carnegie encourages us to carefully consider some hard questions before going to battle with customers: "Is my reaction one that will relieve the problem, or will it just relieve frustration? Will my reaction drive my customer further away? What price will I pay if I win (the argument)?" Carnegie advises, "The only way to get the best of an argument is to avoid it." By the way, customers will spread negative word-of-mouth advertising to 50 people if they get into argument with you! 3. Don't hang up on the customer. I realize I sound conservative on this one, but I stand firm. If you hang up on a customer who is already livid, do you think a "disconnect" helps the situation or hurts the situation? The customer still has the problem and most customers won't give up their fight because you chose to hit the flash button. Most will call back and guess what? They will be angrier than ever AND it will cost far more in time and money to resolve the issue. If you just can't handle the customer, offer to transfer to a supervisor or co-worker. 4. Don't make the customer feel helpless. I cringe every time I hear an employee say, "This is all I can do." When customers feel helpless, some will resort to whatever they feel it takes to get their needs met. This behavior may include yelling, demanding to speak to a supervisor, or starting a blog about your company. This simple phrase changes the entire tone of a tough situation: "Mr. Bryant, what I can do is?" ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

Learn about Customer Service

1
Tips to Improve Your Customer Loyalty 2:57

3 years fa2:57

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Statistics show that, on average, U.S. companies lose half of their customers every five years. It's true that acquiring new customers will help your business grow. However, your current customers are the lifeblood of your business and keeping them happy should be your highest priority. Here are a few ways to make sure your customers keep coming back. * Understand lost customers. Many business owners mistakenly believe that customers choose to patronize other companies solely because of better prices. While pricing can be a concern, customers often head to the competition when they don't feel valued. A change of lifestyle may have also created a situation where customers no longer need your product. By staying in touch with their needs, you might be able to adjust your offering to continue servicing them. * Know your customer's top priority. Maybe it's reliability or speed or cost. Your company should know your clientele's No. 1 priority and consistently deliver it. Remember, customers' desires change frequently, so ask yourself this question every six months. * Acknowledge the lifetime value of customers. The lifetime value of your customers is the income you would gain if a customer stayed with you as long as they could possibly buy your product or service. For example, the lifetime value of a customer employing a financial adviser could be several decades and could span several generations. Treat the parents well and you could win the children's business. * Create a positive first impression. Good first impressions tend to generate loyal customers, and you get only one chance to make a positive first impression. Appearance is important. The exterior and interior of your business should be neat and clean. * Listen to the customer. Employees should listen actively to customers. Reassure your customers that you genuinely want to help them. Customers will judge your business based on the politeness, empathy, effort and honesty of your staff. * Address and resolve complaints quickly and effectively. Inevitably, your employees will encounter unsatisfied customers. Whether they're returning an item or changing a service, customers expect a fair policy. If you cannot offer a resolution immediately, let the customer know when he or she can expect an answer. ------------------------------------- Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/ Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/ All Rights Reserved Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel. Visit https://allsuper.info/ And Ask our live support for details.…

Learn about Customer Service

1
The Voice of Customer Service 5:51

3 years fa5:51