Learn About Customer Service podcast

Pagina principale della serie•Feed

5:58

In 1966, two Brazilian men were found dead on Vintém Hill under bizarre circumstances that continue to perplex investigators and conspiracy theorists alike. Lying side by side, their bodies were discovered wearing matching lead masks—shields with no eyeholes—alongside cryptic notes. Were they victims of a cult ritual, a failed experiment, or something even more otherworldly? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .…

Learn about Customer Service

100 episodi

#Podcasting Education #AllSuper.Info

Learn about Customer Service

updated 3 anni fa

Pagina principale della serie•Feed

100 episodi

#Podcasting Education #AllSuper.Info

Tutti gli episodi

Learn about Customer Service

1
Why does every company need a CRM (Customer Relationship Management)? 4:37

3 years fa4:37

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

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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.…

Learn about Customer Service

1
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

2:57

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

5:51

Customer relationship management tools abound, yet let's hear it for old technology. Your voice is the most multifaceted customer service tool in your toolkit. Your voice can convey concern, care and compassion. It can alternately convey boredom, neglect or contempt. Your challenge: to insure your voice reinforces the service you strive to deliver through your actual words and action. Customer service is about more than mouthing the words customers want to hear. You have to sound believable. How do you sound? Try this experiment. Call your own answering machine and leave yourself a message normally intended for your customers. Now replay it. Are you convincing? Does sincerity ring from your voice or are you just mouthing clichés in a disinterested fashion? Depending your tone of voice you can alternately sound: Compassionate or Condescending Confident or Insecure Knowledgeable or Ignorant Attentive or Disinterested Focused or Scattered Alive or Comatose Pick one of the following phrases: “Thank you for calling. We’re excited to serve you.” “Welcome back. It’s so nice to see you again.” “We’ve missed you. Thank you for coming in again.” Mouth it a few times to a colleague next to you or over the phone to a friend. - Now ask your listener: "How do I sound?" - When you’re monotonal you may sound flat and lifeless. - How does this sound when you’re tired? Uninspired? - How does this sound when you’re expressive? Do you generate good will and energy? - How does this sound when you’re sincere? Is there a genuine quality to your voice? - How does this sound when you’re friendly? Does warmth emanate from your conversation? - How does this sound when you are smiling? Does your good humor come translate? Mirror Mirror on the Desk There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not to sound overly Dramatics, but “What you see is what they get.” ------------------------------------- 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 Unbeatable Laws Of Customer Service 5:53

3 years fa5:53

5:53

If you want to be number one in customer service, you have to do a number of things that make you stand out from the crowd. Here are 7 ways that will put you on top. 1. Roll Out The Red Carpet For Everyone. If there’s one thing people hate about poor service, it’s getting treated differently from others. It makes them feel inferior and second-class. Gary Richter says you should roll out the red carpet for everyone, but particularly those who don’t expect it. “I tell my employees, if we roll out the red carpet for a billionaire, they won’t even notice. If we roll it out for millionaires, they expect it. If we roll it out for thousandaires, they appreciate it. And, if we roll out the red carpet for hundredaires, they’ll tell everyone they know.” 2. Take Time To Know Your Customers. The fast pace of modern living together with advances in technology have together put a non-human face on much of our customer service. If you can find a way to re-connect with your customers one-on-one, you’ll strike a chord with your customers that will be like a streak of gold. Kathy Burns remembers a time when people took time to care and listen. “Some of you may remember, and others may have heard stories about, a time in life when the doctor would come to your home to check on you if you were ill. Or maybe you’ve heard about going down to your local pharmacy and having the owner greet you by name and ask how you’re doing. Not only did they ask, but they really wanted to know the answer and they took the time to listen to what you had to say. That’s customer service – taking the time to know your customers, really caring about how they feel, and wanting to go the extra mile to make sure they’re happy.” 3. Be Easy To Do Business With. One of the problems with modern businesses is that the systems we use to save time and money are often devised for the company’s benefit and not the customers. As a result, the customer experience is frustrating and difficult. Tracey Lowrance says this needs to be reversed. “Customers expect single source service. Customers don’t want to be transferred to every unit of your business to have their problems solved. They want to be able to do business with you with the slightest amount of discomfort. You must be easy to do business with.” 4. Go Out Of Your Way To Make Sure They’re Happy. One of the most important things your customers want from you is a guarantee that your product or service will work. So move heaven and earth to make sure it does. Bob Leduc suggests you shouldn’t make people pay until they are fully happy. “Instead of offering a money back guarantee, a service business can provide a guarantee to solve the customer’s problem. For example, a plumber can guarantee to come back without charge as often as necessary to stop the leak. A landscaper can replace without charge any plants that don’t survive for at least 6 months. A sales consultant can continue working without charge until the promised sales results are achieved.” ------------------------------------- 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 Top Ten Client Feedback Questions 5:44

3 years fa5:44

5:44

As program chairperson of my SCORE * chapter I am always looking for new presenters to address the group. I frequently ask my fellow business counselors to give me some ideas for topics of interest to them. In August one member approached me with an idea. He suggested inviting some of the clients that the counselors had worked with this year to one of our meetings to give us some feedback on our counseling techniques -both the highs and the lows. Five clients were invited to our meeting and they were asked the first 5 questions of this Top Ten list. We learned a lot from the answers we got. As 2005 comes to a close and we begin 2006 perhaps you are interested in finding ways to get clients to give you feedback about the products and services you offer. Here is a list of 10 questions you could use. Select a few that suite your situation. The key is to ask the question and then allow the client uninterrupted time to answer. Your job is to just listen! 1. What was the greatest benefit you derived from my service**? This question helps you to understand what is working. Sometimes you will be surprised by the answer. Our SCORE chapter has a limit of 3 counselors at one location to counsel one client. Our client panelists said the more counselors the better! We have now eliminated the restriction on the number of counselors. 2. What would you like to see more of when you work with me? For our session the panelists told us some counselors introduced themselves by telling about their business background during the sessions while others did not. The clients said they wanted to hear the qualifications of the counselors who were working with them. Are you forgetting to be consistent when delivering your product or service to your clients? We were! ☺ 3. How could I improve my service? Clients often have ideas that are easy to implement but somehow you haven’t thought of. SCORE does both email and face to face coaching. These were face to face clients who wondered if they could get support between sessions through email. ------------------------------------- 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 Simplest Solution To Customer Satisfaction 3:20

3 years fa3:20

3:20

“Thank you for calling XYZ Company. Your call is important to us but not important enough for us to answer it. Please hold for eternity or leave a message and a representative will contact you as soon as it is convenient for us.” If you’ve ever used the telephone to contact a business you can relate to the frustration that can result from voice mail or automated answering services. Undoubtedly, when they first became “the way to do business” it was extremely annoying; however, times are changing, folks are automating and imprudent business practices such as this are gaining acceptance (or at least tolerance). Of course the ole’ time principles of customer services – such as answering the phone before the third ring, avoiding putting a customer on hold if at all possible, and providing personal service – are still superb solutions to customer satisfaction. But, in our automated world, it is vital to recognize the importance of responding to customers quickly and appropriately, especially if they have been forced to listen to a long recording and traipse through a jungle of push buttons in order to leave a message for you instead of being afforded the luxury of speaking to a warm-blooded human. Whether a customer makes contact in person, via telephone or through email, businesses should strive to provide a timely, if not an immediate response. Customer satisfaction is reliant on responsiveness. So, you may ask, “What is a timely response?” Honestly, the definition of a timely response really depends on the customer’s perception. The urgency of their need may play into the mix or their idea of a timely response may be linked to their expectations. For some reason there is a perception amongst business people that a 24 hour response to a customer inquiry is sufficient. From the customer’s perspective; however, having to wait 24 hours for a quick answer to a simple question or a viable solution to a serious problem is ridiculously aggravating and neglectful on the part of the business. When customers have a bad experience, from the customers’ perspective, they are sure to seek other options for fulfilling their needs. Plain and simple – poor customer service results in lost business. Regardless of the type of business you are in and whether you receive customer inquiries via telephone, email or a website contact form, it is absolutely critical that you get back to your customers right away. Placing responsiveness at the top of your customer service objectives is the simplest solution to gaining a competitive advantage, producing satisfied customers, maintaining your customers through repeat business, and building your market share through client referrals. Responsiveness is the single most important factor to enhancing customer 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.…

Learn about Customer Service

1
The Pretty Woman Theory 3:08

3 years fa3:08

3:08

We’ve all seen it. Julia Roberts is shopping on Rodeo Drive. She’s dressed in her “professional” gear and gets that infamous attitude from the saleswomen. And of course, we’re all cheering when she stops back by the store in her newly purchased couture, arms laden with shopping bags and delivers my favorite line of all time. “You work on commission right? Big mistake, huge!” We all love to watch that scene and feel like we identify with Julia. However, I am going to admit something here. I think that, whether we’re willing to admit it or not, all of us in sales have been guilty of this crime. I know this is extremely politically incorrect, but come on now. The minute we encounter a customer, we form some sort of split second judgment as to what kind of client they are. The problem does not lie in that initial judgment (even though it’s most likely completely wrong!). The problem is born the minute we allow ourselves to act based on that initial opinion. The single most powerful sales and marketing tool we have is word of mouth from past and current clients. By the same token, the fastest way to lose business is for one person to have a negative experience with anyone associated with your company. If that happens, you’ve not only lost that person’s business, but most likely anyone that person happens to talk to while they’re still upset, and by proxy, anyone that second person talks to, and so on and so on. So what lesson can we learn from everyone’s favorite working girl’s shopping experience? I know you’ve heard it over and over again, but seeing this happen over and over again in stores across the country, I think it definitely bears repeating. Ever person you come in contact with is a potential sale. Every potential sale is a potential commission for you and a potential increase in your company’s profits. It’s really that simple, but from my personal experience as a customer, most salespeople don’t seem to get it! All customers want is to feel that you appreciate the fact that they’re spending money on your product. They don’t want to feel as if you’re looking down on them, and they certainly don’t want to feel as if they’re interrupting your day of leaning against the wall looking bored. If you ask me, projecting an air of self-importance is the single easiest way to fail at retail or any other type of sales. So, the next time you encounter a potential customer try to remember that silver screen moment of Julia and try to decide if you want to be those women that everyone in the theater is booing or the wonderful people who make her feel like a princess! ------------------------------------- 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 Moment of Truth Every customer contact is a Moment of Truth that creates a Moment of Misery, a Moment of Mediocrity, or a Moment of WOW. In the Moment of Truth you can create customers for LIFE 4:41

3 years fa4:41

4:41

Every customer contact is a Moment of Truth that creates a Moment of Misery, a Moment of Mediocrity, or a Moment of WOW. In the Moment of Truth you can create customers for LIFE or you can initiate a slow and painful demise of your company one customer at a time. A Moment of Mediocrity is what most often occurs in business to customer interactions and this is where the customer's expectations were met - and those may even be low expectations. Customers who experience a Moment of Mediocrity, feel "satisfied" but will not reward the company with loyalty. These customers are only your customers because they haven't found a better experience. A Moment of Misery is created each time you fail to meet the customer's expectations. Often, Moments of Misery result in damaging and highly persuasive negative word-of-mouth advertising and customer defection. A Moment of WOW is created when you exceed the customer's expectations. Service must be truly outstanding and service providers have to go "Beyond WOW" to create the Moment of WOW. Moments of WOW create a profitable base of loyal customers, which results in growth, increased profits, and lasting value. (For hundreds of ideas on how to create Moments of WOW, pick up my brand new book, Beyond WOW by going to Beyond WOW.) Two years ago I stayed in a luxury hotel in Miami with a corner ocean view room. I paid $179 for a one-night stay and my expectations for service were high. I experienced a myriad of problems during my short stay and one situation stands out. The morning of my departure I called the Concierge to arrange transportation to the airport. Here's a summary of this Moment of Truth: Me, the Customer: "I need to be at Miami International Airport by 5:00 pm for a 6:00pm flight. Can you arrange transportation with Super Shuttle for me? " Simple request - or so I thought. Concierge: "Ma'am, you have to give at least a 24 hour notice for a shuttle to the airport. I cannot call for you. You can take a taxi or we can arrange a car for you for $99. Me, the "paying" customer:"Why do you need a 24 hour notice for a routine ride to the airport? Concierge: "It's our procedure. You can take a taxi or I can arrange a car. Those are your choices." Me, the customer/ the reason you have a job: "Okay, can you just veer away from "procedure" and see if the shuttle can pick me up eight hours from right now?" Concierge: "I can give you the number and you can call." I called Super Shuttle and the representative said, "Sure, the royal blue van will meet you out front at exactly 4:30." See how easy that was? Why couldn't the Concierge just pick up the phone and check? ------------------------------------- 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 Golden Rules Of Customer Service Today 6:22

3 years fa6:22

6:22

Everything I know about customer service I learned from working at McDonalds as a teenager. Hard to believe, but true! In this day of highly competitive cyber business, the companies that will succeed will be those that offer superior customer service. The value of a lifetime customer is immeasurable. So once you get a customer, how do you keep him? The answer is killer customer service! Here are some of the secrets that have made McDonalds the success it is today! *Service with a Smile* "Hi, Welcome to McDonalds! May I take your order?" Got a new prospect? Welcome him to your business. Introduce yourself and tell about your services in e-mail. Let your customers get to know you. People are more likely to do business with someone they trust. You can't overstate the importance of building strong customer relationships. Smile when you are talking on the phone. Customers will hear the difference in your voice. Be careful when you send e-mail. It's easy to be misunderstood. E-mail lacks the visual and audio cues of face-to-face communication. You must make an extra effort to ensure that your "tone" is cheerful and friendly. Also with an e-mail, people expect a quick reply. A fast, friendly response will let your customers know that you are working hard to keep them happy! *Suggestive Sell * "Would you like an apple pie with that today?" When a customer buys a service do you have something complementary that would add value? Business folks, who are pressed for time, will value the convenience of one-stop-shopping. Look at your line of products and think to yourself, What can I do to make this more useful to my customers? Is there a helpful article I can send them? Is there a service that would complement my business's other services?" *Have the Menu in Plain Sight!* "What all comes in the #3 value meal?" People like to know what to expect when they order from you. They want to know up front what things cost, how soon to expect it, etc. If a customer doesn't see this information on your website, he just might leave. You know how nerve-racking it is buying a car when you don't know what you are going to pay or if you are getting a good deal! ------------------------------------- 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 Golden Rule of Customer Service 3:13

3 years fa3:13

3:13

“Do unto others as you’d have them do unto you.” Don’t worry; I’m not trying to take you to Sunday school under the pretense of a business article! However, in one form or another we have learned this rule for as long as we can remember. Many people try their best to apply this rule in their everyday lives. But, how many of us try to follow such a simple principle when it comes to business? If you think about it, it could single handedly be the most important rule to follow in business. After unpleasant sales encounters, most customers are not most upset with the product or service that they purchased. Sure that may have been the root of the problem. But, most people understand that we don’t live in a perfect world and sometimes things don’t work! The reason most people leave these situations upset is because of the way that they’ve been treated. They feel that they have spent the money for your product or service that for one reason or another did not perform properly. This upsets them, but what really angers them is that they feel that no one cares. We’ve all had negative customer service experiences. Those of us in sales have most likely been on both sides of such exchanges. When we’re in the salesperson role, we may be running ragged from an extremely busy day. We may have issues going on in our personal life. We might simply have gotten up in a bad mood that morning. There’s nothing innately wrong with any of those things. However, it is our job to find a way to put all of those things aside to help the people we’re paid to assist. This is why I feel that sales people should really be required to take Acting 101! Ideally, we would always be able to genuinely be interested in listening to our customers and helping them find the solutions that work best for them. But, we all know that that’s pretty much impossible everyday, absent a fairly large prescription of Prozac! Salespeople are just that, people. We’re not always going to be at the top of our game, but we must be able to “act” as if we are. Convincingly, act as if we are! On the other hand, being that salespeople are people, we are constantly faced with these situations in which we are the customer. Undoubtedly, you have run into a few salespeople who have irritated you or who may not be quite as helpful as you’d like. Now, obviously, we will never be able to be perfect in all of our customer interactions. However, if we were to try and keep the good old “Golden Rule” in our consciousness at all times when dealing with customers, I think we’d find our jobs more enjoyable, our customers happier and yes, even our profits growing! ------------------------------------- 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 Customer Is Sometimes Always Right? 4:49

3 years fa4:49

4:49

In short, yes… uhm well, no… maybe sometimes? O.k., so you might have gathered by now that there is no “short” answer. Anybody who truly believes that the customer is always right hasn’t really given this policy much thought. When was the last time someone came into your business, or called on the phone, or better yet emailed you with a throbbing case of the nasties? Our business is located just outside of the city with a bus stop in front. We also own several niche market web sites. Do you suppose we get our share of interesting characters? Somehow, this philosophy/policy of, “The customer is always right” has been branded into the consumer’s psyche and repeatedly shoved in the face of business owners, managers, and employees. Having worked in Law Enforcement for several years, we’re taught by our instructors and leaders to consider “the spirit of the law” versus “the letter of the law.” These considerations dictate whether or not the cop is going to give you a ticket for going 5 miles over the speed limit. If we’re to follow the “letter of the law,” we’re going to go by the book each and every time without exception. It’s the “spirit” that allows us discretion to listen to a creative story of how your lover caught you with your spouse again and “thank God you’re here to protect me, Officer… and that’s why I was speeding. I was trying to get away!” Shouldn’t we, as business owners and managers, have that same option of discretion when a less than reasonable customer approaches chanting that misguided mantra? Now, of course, this is not to say that we should not recognize our positions as “authority figures” and practice a higher degree of professionalism, diplomacy, and tact. All of which are vital to your business. Professionalism is the difference between giving the appearance of genuine concern, and wrapping your knuckles on someone’s forehead to see if anybody’s home. Diplomacy is being able to give your customer the perception that you owe them, and have provided them with, an apology by stating something to the affect of, “I’m sorry you feel that our policy has inconvenienced you.” instead of actually apologizing and admitting fault for something that your company is righteous in maintaining. Tact is being able to tell your customer that it appears that your (policy, sign, product, etc.) was simply misunderstood without having to tell him/her that they’re a complete moron. Now, I’m also not condoning never admitting fault or accepting responsibility for genuine wrongs and doing everything within your ability to correct them. And there are schools of thought that strictly forbid admitting fault. Their mantra? “Better to ask forgiveness than permission.” However, by the very nature of such an absolute statement such as, “The customer is always right,” provides people, who for no other reason but a sense of entitlement, a free pass to come into your business with the expectation that they’re going to be able to conduct themselves however they wish. ------------------------------------- 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 benefits and the dangers of CRM 2:06

3 years fa2:06

2:06

"CRM" stands for Customer Relationship Management. It is a business strategy that is used to improve customer service, and increase customer satisfaction. Customer Relationship Management is designed to provide information a business need to develop and implement smarter customer strategies. The benefits of Customer Relationship Management CRM are clear: CRM ebables companies and organizations to build more profitable customer relationships and reduce operation spendings. Sales, mareketing personnels will have more customer information to work on. The business is able to know what customers want so that they can maximize their revenue by adverting the right products to the right people. CRM also enable business to monitor all the contacts between customers and companies. However, study has shown that only 16% of businesses are satisfied with their CRM software. More than half of CRM initiatives fail. The biggest problem is that the collected data are not used. Most of the companies has spent tons of money to collect all kinds of information of their clients but never use this information to improve their business. Money spent on CRM software and implementations has been wasted. As a business owner, before you spend any money on CRM software and implementations, you need a complete planning that ensures your success. The ultimate goal is to improve your relationship with your customers, and boost your customer 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.…

Learn about Customer Service

1
The ABCs of Customer Recovery 3:54

3 years fa3:54

3:54

This week I present 26 little ideas to help you respond to complaints and difficult customers with much more ease….the ABC’s of Customer Recovery. A ct as if every lost customer’s sales come out of your paycheck. Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind. C ommunicate with diplomacy and tact when you final answer is “no” and when explaining company policy. D on’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position. E mpathize with unhappy customers and allow this empathy to season your responses. F ind a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do. G ive a token item such a coupon as a concrete form of apology. H ave a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer. I nvolve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?” Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information. K eep customers apprised of your timetable and progress toward resolving their problems. L isten with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct. ------------------------------------- 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 7 Secrets Of Wow! Customer Service 3:21

3 years fa3:21

3:21

Your aim in giving your customers exceptional service is to make them say “Wow!” as soon as you disappear. You can do that if you make the following 7 tips part of your normal pattern of service. 1. Give Your Customers Plenty of Strokes. People love to be stroked. Just like domestic pets, we like it when we are fussed at, smiled at, and given gentle touches. Strokes can include any greeting, the use of people's names, and good wishes of the "Have-a-nice-day" kind. But the best stroke you can give others is your undivided attention. 2. Surprise Them With The Unexpected. British Airways airline discovered that passenger goodwill increases when staff do unexpected extras such as spontaneous conversations or invitations to visit the flight deck. These have to remain extras and not the norm if they are to retain their surprise value. 3. Attend To The Little Things. Paying attention to the little things which don't significantly affect the main service is a way of saying: "If we look after the little things, just think what we'll do with the big ones." Such detail includes sparkling washrooms that you could eat your meals from and customer notices that don't talk down to people. 4. Anticipate Customers’ Needs. In a survey of airport check-in staff, customers rated the best staff as those who anticipated their needs. These were staff who would routinely glance down the queue and anticipate the different needs customers had, from the grandmother needing help with her luggage to the business executive wanting a quick service. 5. Always Say “Yes”. Great customer carers never turn down a request for help. Even if they can't do it themselves, they'll know someone who can and put you onto them. They always use positive language. Even if the answer is "No, we're closed", it's expressed as "Yes, we can do that first thing tomorrow for you." 6. Treat Them The Same By Treating Them Differently. We hate to see others get better customer service than we do, for example in a restaurant. It makes us feel second-class and devalued. Equally, we don't want to be treated the same as everyone else if that means a standard, soulless response, as you sometimes get in a fast-food restaurant. The secret is to treat everyone the same by treating them differently. ------------------------------------- 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
Ten Ways to Build Client Trust 3:49

3 years fa3:49

3:49

Clients work with professionals whom they trust. Building trust is an ongoing process. Here are 10 ways to build trust with both old and new clients. 1. Keep your agreements with your clients – If you promise delivery on a particular day, make sure to deliver when it was promised. Even something as small as the time you have scheduled an appointment is an agreement. Each time you break an agreement with a client, you break the trust. 2. Create realistic client expectations – Help the client to understand exactly what you will do for him or her. Put boundaries around what is included in your service and what is not. What will create extra charges? How and when will you be billing the client? Living up to the expectations you create helps your clients to take you at your word. 3. Help client to understand the process – If your client understands how you and your office works the client can then know what to expect and when to expect it. 4. Explain your plan and strategy – Not only does the client need to understand your office procedure but also what the plan and strategy is for his/her particular case. This will help client to know what to expect and when to expect it. Trust comes when the client feels confident and comfortable with the plan and the strategy. 5. Never over promise – It is tempting to promise whatever the client requests without consulting a schedule or asking if it is doable. Over promising often causes broken agreements and thus broken trust. 6. Carefully explain the client’s role – When a client is clear on what his or her role is then the client gets clear on what progress can be made without his or her involvement and what needs his or her input before moving on. Getting really clear on what the client needs to do to move his or her case forward, helps you work as a team and builds trust. 7. Discuss potential pitfalls – Nothing disturbs the trust of a client more than when something unexpected happens. (If it is good of course you can celebrate! Whew!) Guard against something negative happening as a surprise by discussing the potential pitfalls with the client. 8. Review the agreement in detail – Any agreements that the client is going to have to make should be discussed in detail. Trust is built over a long period of time but it can be broken easily. A surprise that results from an agreement the client made but is unaware of breaks that trust quickly. ------------------------------------- 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
Sure Fire Ways To Drive Customers Away! 7:54

3 years fa7:54

7:54

Call it a blind spot. Call it regimented thinking. Call it the-way-we-have-always-done-it. But by any name, there are actions and practices that far too many businesses engage in that can unknowingly drive customers away. When I observe such practices, I move from being angry to just plain sad. Really sad. Because the truth of the matter is that no one CONSCIOUSLY set out to ruin my day. No one sat in a board room and dreamt up procedures that would have us leaving in droves. No one woke up and said, "I can hardly wait to make you miserable." It happened "because". Because the truth of the matter is that it takes courage to stop and ask the critical question: Does this serve our customer? Our member? Our community? We all "know" the rules of service. But sadly, sometimes we don't take the time to think through just what our actions might be do or say to the customer. Here are some actions guaranteed to drive folks from the doors of an enterprise. It's time for all of us to sit up and notice! Over promise and under deliver. Bring people to the conference with the promise of cutting edge material. Lure attendees into thinking that the hotel is a four-star marvel. Tell customers that they'll have all the material they need in three days. Promise the meeting planner that the press kit will go out overnight. Then sit back and watch. Really watch. If it isn't true 100% of the time, it's a bait and switch promise. Take the idea of "cutting edge material". I've attended conferences in which the only cutting edge was the serving knife on a buffet table. Same ideas. Same methodology. Same format. Get a clue! Shake it up. Be provocative. If we say it, we better deliver. How about that four-star hotel? Brochure looks great. The conference walk through is stunning. But then, could that ghastly-looking luncheon plate REALLY be the same chicken marsala you were served in the tasting? And, how about the fact that the hotel "forgot" to tell you that the major dining room would be undergoing renovation. Yikes! The three-day guarantee. If you can't deliver it all the time, it's not true! Now, perhaps Three Day Blinds has reversed its practices, but years ago, I ordered window coverings for our new house. My mother was coming to visit us over Christmas and I needed shades. Alas, the third day came and went. I discovered that only "some" shades are three-day, not all. Beware of the implied promise. ------------------------------------- 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
Support is key to success for any company 4:14

3 years fa4:14

4:14

As you may have already heard, PAS (the Prosperity Automated System) has added another income source to its line-up. It is called Freedom Rocks. Freedom Rocks, in a nutshell, promotes a unique "Wealth Builder" program that produces automated buy and sell triggers for its members, giving them guidance for trading in the Forex market. Freedom Rocks consists of a proprietary software system that helps its members know when to buy and sell, requiring little to no prior experience. Here are some of the highlights, taken directly from their online FAQ: - You place all of your own trades, in your own brokerage account, so you always have 100% control over your money - There are no charts or graphs to read - No research - No signals - You'll always trade currency pairs which (historically speaking) move in opposite directions - You'll seldom exit your positions - You can manage a portfolio of any size in just a few minutes per week - You don't have to monitor your portfolio all night when the markets are their most active - In addition to your trading gains, you can set your portfolio to produce virtually any level of interest you desire - keeping in mind, that higher interest rates may significantly increase the volatility and overall risk of your portfolio The Cost $189 to get started, then $100/month thereafter. In addition, you must pay an annual website maintenance fee of $45. Now, I could see this working IF you happened to be one of those PAS members that is currently pulling in a decent profit. Given that PAS members must pay $190 per AdPack per month (or find their own means of marketing altogether), another $100/mo just isn't justifiable to me unless I were already at least $290 in the green (per month). For my money, Freedom Rocks is one business opportunity that will have to wait. PAS Support (or Lack Thereof) As a PAS member, I had submitted a support request to PAS some time ago (27 days ago, to be exact). During a recent members-only teleconference, a member asked Bill O. about the whole support ticket system issue. Bill's response could basically be summarized as: If you want an answer to a support issue, just voice your concern via one of their members calls ... which means that you must be available to be on the call at the date and time they have scheduled it. ------------------------------------- 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
Seven Ways to Make Your Customers Feel Important 5:26

3 years fa5:26