|Customer Service Information|
Customer Service Information
How AI Is Powering Customer Service, Engagement, And The Customer Experience Forbes
AI is making undeniable inroads into enhancing customer *service* and the overall customer experience. A visit with Paddy Srinivasan, SVP and GM, Customer ...
Brag Later. Fix Your Customer Service Now. (Bonus: 5 Steps To Get You Started.) Forbes
Before you start proclaiming to the world that you offer superior customer *service*, take the time and effort to actually get it to where it needs to be. Includes five ...
Zappix Inc. Announces New Multinational B2B Client For On-Demand Customer Service Yahoo Finance
Zappix Inc. will provide its On-Demand Customer *Service* products to help support customer experience and digitize workflows for a new client. BURLINGTON ...
Orange Co. Property Appraiser's office wins national customer service award Florida Politics
The customer *service* department of Osceola County Property Appraiser Rick Singh's office has won national recognition through the National Business Awards.
When less is more in customer service Customer Think
Most are familiar with this expression, but what about its origin? This required a bit of researchâ€“thank you, Wikipediaâ€“which credits German-American architect ...
Prodigious Customer Service: Live Chat vs Chatbots ReadWrite
Is AI successfully enhancing the customer *service* for businesses? Live chat vs chatbots with respect to elevated customer experience.
Automation for Business: Can a Chatbot Change Your Customer Service Game? RADIO.COM
Chatbots have become popular with applications such as phone navigation and automated customer *service* chat windows on many business websites.
Be a Customer Service Hero Franchising.com
Customer *service* expert John DiJulius writes regularly in Multi-Unit Franchisee magazine. He's an authority on what he calls, â€śworld-class customer experience,â€ť ...
Freshworks acquires customer success service Natero TechCrunch
Customer engagement *service* Freshworks, which you may still remember under its old name of Freshdesk, today announced that it has acquired Natero, ...
Does Your Company Really Need a Chatbot? Harvard Business Review
Chatbots â€” automated conversation systems â€” have become increasingly sophisticated. Should you design and deploy one that can interact with your ...
10 Tips For Improving And Measuring The Impact And ROI Of Your Customer Service Efforts Forbes
Members of Young Entrepreneur Council offer insights on improving your customer *service* efforts and measuring their ROI.
New Bern implements pre-pay utilities service - News New Bern Sun Journal
City of New Bern customers now have a new option for paying their utility bills. The City has signed on for Exceleron Sofware's pre-pay system, which allows ...
The Decline of Customer Service in America Forbes
Customer *service* isn't what it used to be. Across the United States, there seems to be a steady decline in the customer *service* levels of nearly every type of ...
Processes have infantilised our customer service staff Financial Times
Sadly, Paul Rhodes' pathetic experiences of dealing with frontline staff at financial institutions are far from unusual (Letters, May 15). In the main, so-called ...
Facing the Rigid Demand of Artificial Intelligence Customer Service, Chengdu Xiaoduo AI Technology Co., Ltd., Based in Chengdu Tianfu Software Park, Completes Series B Financing - PRNewswire
Facing the Rigid Demand of Artificial Intelligence Customer Service, Chengdu Xiaoduo AI Technology Co., Ltd., Based in Chengdu Tianfu Software Park, Completes Series B Financing PRNewswire
CHENGDU, China, May 21, 2019 /PRNewswire/ -- Chengdu Xiaoduo AI Technology Co., Ltd. (hereinafter referred to as Xiaoduo AI), an excellent AI enterprise ...
More detailed survey means VA can improve employee engagement, customer service all at once - Federal News Network
More detailed survey means VA can improve employee engagement, customer service all at once Federal News Network
The Department of Veterans Affairs said its decision to consolidate the best of the Federal Employee Viewpoint Survey with its own assessment is paying off.
Google Fi's customer service is a complete disaster - and the proof is piling up Android Police
Google Fi's customer *service* problems are numerous and well-documented. The carrier has been accused of billing customers for using Wi-Fi, blacklisting... by ...
Town introduces online customer service portal for Electric and Water utilities - Estes Park Trail-Gazette
Town introduces online customer service portal for Electric and Water utilities Estes Park Trail-Gazette
The Town recently implemented a secure, convenient and user-friendly online customer *service* portal for the Electric and Water utilities. The Electric and Water ...
Tahoe Forest Hospital rolls out new customer service program Sierra Sun
Paying your hospital bills could get easier with Tahoe Forest Hospital's new customer *service* program designed to better serve their patients.â€śWe have put in ...
5 Time-Honored Tips on Providing Superior Customer Service Black Enterprise
Providing superior customer *service* is a way to keep your customers happy, ensuring they return to your business in the future.
Keep These 3 Things in Mind When Introducing Chatbots to Customer Service CMSWire
As customer *service* becomes increasingly complex, businesses are looking to chatbots and AI to help improve customer engagement.
Scammers impersonate Amazon customer support in new scheme as robocalls surge GeekWire
Americans received 26.3 billion spam calls in 2018, roughly 80 times the entire population of the United States. Robocalls and spam have become so pervasive ...
Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp TechCrunch
One of the bigger developments in customer services has been the impact of social media â€” both as a place to vent frustration or praise (mostly frustration) and ...
Internal Customer Service, AI, And The Overall Customer Service Experience Forbes
If you aim for your employees to provide a superior external customer *service* experience, you'll do well to ensure that employees' own internal customer *service* ...
Investigations Councilman wants answers after NAACP-Legal Defense Fund report on Cleveland water discrimination Ron Regan - News 5 Cleveland
Investigations Councilman wants answers after NAACP-Legal Defense Fund report on Cleveland water discrimination Ron Regan News 5 Cleveland
A Cleveland city councilman is calling for hearings into a just released report by the NAACP-Legal Defense Fund that found the policies and practices employed ...
Chatbots Useful for Some Customer Service, but Can't Do Everything Yet eMarketer
Marketers are looking to chatbots to help personalize the automated aspects of customer *service*, but many believe the technology still has some ways to go ...
Google launches CallJoy, a virtual customer service phone agent for small businesses TechCrunch
Google is combining several technologies, including virtual phone numbers, audio transcriptions, automated reporting and analytics, in a new effort to help small ...
PPA promises shorter waits, better customer service when paying parking tickets Philly.com
Visitors to the Philadelphia Parking Authority's offices at Ninth and Filbert Streets face a deep dive into long lines, interminable waits, and a bureaucratic ...
At Stew Leonard's, combining customer service and entertainment Supermarket News
'Stew's Tank' program offers food startups the opportunity for in-store presence.
Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds - Yahoo Finance
Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds Yahoo Finance
Pegasystems study shows huge disconnect between business decision makers and customers when it comes to customer *service* perceptions CAMBRIDGE, ...
Customer service, WSJ style Power Line
I've been a regular reader of, and subscriber to, the Wall Street Journal since about 1974, as my dad was before me. I've learned a lot from the paper over the ...
Salesforce says a 'major issue' with its cloud service results in outage for some customers CNBC
Salesforce co-founder Parker Harris said on Twitter that the company disabled access to its online *service* for some customers.
Audible now offers live customer service through Alexa devices TechCrunch
Alexa devices just got a new use case: live customer *service* help. This morning, Amazon's e-book company Audible announced the first live customer *service* ...
Pegasystems Acquires In The Chat For Customer Service Automation Seeking Alpha
Pegasystems has announced the acquisition of In The Chat for an undisclosed sum. In The Chat has created chat bot technologies enhanced by machine ...
10 Tips To Handle Business Phone Calls Professionally CEOWORLD magazine
The majority of customer frustrations with call centers and customer support representatives come from their experiences on phone calls. This is because a lot of ...
Improve Customer Service to Improve Call Center Performance Customer Think
In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from people, and customer ...
Cable TV customer satisfaction falls even further behind streaming video Ars Technica
Netflix and other online video services have expanded their customer-satisfaction lead over cable and satellite TV, the American Customer Satisfaction Index ...
DMV wants tens of millions in new dollars to improve customer service KCRA Sacramento
After a scathing audit found California's DMV failed to reduce wait times at its offices, despite getting millions of dollars to fix the problem, the agency is now ...
Customer Service Software Market Growth 2019 by Companies Oracle, Netsuite, SAP, Microsoft - The Edge
Customer Service Software Market Growth 2019 by Companies Oracle, Netsuite, SAP, Microsoft The Edge
A new market study, titled â€śDiscover Global Customer *Service* Software Market Upcoming Trends, Growth Drivers and Challengesâ€ť has been featured on ...
Regional furniture retailer visualizes improved customer service with AR Chain Store Age
You don't have to be a retail giant to reap the benefits of augmented reality (AR)-enhanced room planning. Jerome's Furniture, a San Diego-based furniture and ...
Will automated customer service replace people? | Life | voicenews.com - New Baltimore Voice Newspapers
Will automated customer service replace people? | Life | voicenews.com New Baltimore Voice Newspapers
Man vs. machine: That's the debate going on in almost every industry, particularly in regard to customer *service*.
Sudden Service pairs customer appreciation with Soldier support Clarksville Now
CLARKSVILLE, Tenn. (CLARKSVILLENOW) â€“ Summer promotions are in full swing at Sudden *Service* convenience stores. The locally-owned chain has ...
11 Ways To Transform Your Customer Service Into A Five-Star Experience Forbes
With customers as the lifeblood of any business, how can business owners ensure they're providing a five-star customer *service* experience? The experts at ...
ACT to reduce Iowa City workforce by 155 through outsourcing customer service KCRG
The company best known for its ACT test college entrance exams will be reducing its employee base by transitioning its customer *service* work to an outside ...
Educational seminar on customer service solutions Berkshire Eagle
WILLIAMSTOWN â€” The Williamstown Chamber of Commerce on May 29 will host two sessions of an educational seminar on customer *service* solutions at the ...
Woods honored for providing outstanding customer service | Local Business The Southern
As a business leader and involved citizen in the Marion area, Allstate exclusive agency owner Andy Woods has been designated an Allstate Premier Agency for ...
Outsource Recognised for Outstanding Customer Service www.contact-centres.com
Echo Managed Services and South Staffs Water have been awarded a accreditation highlighting both outstanding achievement in customer *service* excellence.
Using Machine Learning To Improve Customer Service Forbes
There are several ways you can leverage ML to improve the customer *service* experience.
Police: Fayette woman scammed by fake Amazon customer service number TribLIVE - Tribune-Review
A Fayette County woman who thought she was calling Amazon customer *service* ended up getting scammed by the person on the other end of the phone, ...
A Customer Service Guide For Small Businesses, In Honor Of Small Business Week Forbes
Customer *service* excellence, for any sized business, is one of the most effective ways to build and sustain a competitive advantage. Yet when it comes to small ...
Frontdoor Executive to Present at 23rd Annual CONNECTIONS: The Premier Connected Home Conference - Associated Press
Frontdoor Executive to Present at 23rd Annual CONNECTIONS: The Premier Connected Home Conference Associated Press
Press release *content* from Business Wire. The AP news staff was not involved in its creation.
15 Hotels with the Best Customer Service Reader's Digest
Plush beds and killer views will only go so far if the *service* isn't there to match it. Here, the hotel brands you can rely on to go above and beyond.
Customer Service Leads to Sales Victory for Scotland's Premier IT Service Provider m3 Networks - PR.com
Customer Service Leads to Sales Victory for Scotland's Premier IT Service Provider m3 Networks PR.com
For Scotland's premier IT *service* provider m3 Networks, their mission is simple: to provide the best customer *service* in the country.
After selling a funeral home business, duo breathes life into customer service Business Observer
Who says great customer *service* is dead? Nikki and John McQueen believe they have the clues to help others.
UNCW Staff Receive Recognition for Exceptional Service, Outstanding Contributions UNCW News
Thursday, May 16, 2019. Biology lab coordinator Andy Miller is the recipient of the 2019 UNCW Staff Award for Excellence. Miller was honored at the May 15 ...
Becker: 3 simple (and free!) rules for great customer service Kansas City Business Journal
Hal Becker writes that all of us experience poor customer *service*, even though the parameters for providing it really are pretty simple.
Chorus.ai Wins 2019 Excellence in Customer Service Award Associated Press
Press release *content* from Business Wire. The AP news staff was not involved in its creation.
How connected are you to your brandâ€™s customer service? Marketing Land
My last post here generated some great conversations with readers, especially among people who wanted to go deeper into the concept of marketing-as-*service* ...
New Research: Customer Service Trends and Best Practices Business 2 Community
Customer *service* is undoubtedly a key player in any company's customer experience (CX) program. It's the necessary companion to a great product or ...
Customer Service Still Top Concern in WERC 2019 Annual Report Material Handling & Logistics
Sometimes things don't change. For the past three years the Warehousing Education and Research Council (WERC), has found that respondents of their annual ...
Payments Remain Key To Customer Service For Bank Of The West pymnts.com
Bank of the West's head of digital channels, Hisham Salama, discusses how the bank uses data and payments to craft a simple digital banking experience.
Here's how Mint Mobile's customer service system works iMore
Mint Mobile users have various ways to communicate with customer *service*. The mobile virtual network operator (MYVO) also offers a growing FAQ, customer ...
Combine Chatbots and RPA Bots for Better Customer Service CMSWire
Although enterprise interest in bots seems to be at an all-time high, Gartner reports that 68% of customer *service* leaders believe bots and virtual assistants will ...
40 Stats On Digital Transformation And Customer Experience Forbes
Digital transformation is the future of customer experience, and companies that don't embrace changing technology could get left behind. These statistics show ...
9mobile introduces WhatsApp customer service platform Telecompaper
Nigerian operator 9mobile said it has introduced a personalised WhatsApp Customer Care channel on 09092000192. Adebisi Idowu, vice president of ...
Persimmon: Customer-service initiative hits sales MarketWatch
Persimmon PLC (PSN.LN) said Wednesday that its weekly private sales rate in the year to date fell by 5% as a result of actions taken to improve *service* to...
Customer Serviceâ€™s Future: Humans And Machines In Cahoots pymnts.com
Yapstone explains how it uses AI automation technology not to replace human interaction, but to enhance workers' customer *service* abilities with machine aid.
Jim Riehl's Friendly wins award for customer service for fourth year Thecountypress
LAPEER â€” For the fourth consecutive year, Jim Riehl's Friendly Chrysler Dodge Jeep Ram dealership has won the Customer First Award for Excellence ...
The Vital Role of Customer Service in the Sharing Economy CRM Buyer
By 2022, the sharing economy is expected to double, reaching $40 Billion. Pioneers such as Airbnb and Uber are now global titans, taking in billions of dollars ...
Improve the Level of Customer Service Your Business Provides Droidmen
In discussing the secret of success, business owners will tell you all different things, and give you their input on what they think it involves.
Sub-Prime Customer Service NBC 7 San Diego
Adele Chandler is an Amazon Prime member. She uses the subscription to shop as well as watch movies and television shows online. â€śIt's so convenient to ...
Attention Retailers: Secrets of Good Customer Service Revealed Small Business Trends
Providing great retail customer *service* has always been important to those who take pride in their workâ€”but today, it can be a matter of business survival.
Why restaurant customer service has been getting worse around Indianapolis Indianapolis Star
Low unemployment rates and a growing number of new restaurants have operators fighting for workers. And Indianapolis diners are seeing the fallout.
PayPal CFO talks about AI in customer service Business Insider
John Rainey, PayPal's chief financial officer, wants to improve the payments company's ability to automate customer inquiries.
DeKalb city stepping in to train businesses in customer service Atlanta Journal Constitution
Patrons will know when they walk up to your establishment, they should expect the best customer *service*."
Authorities kill mountain lion found at NorthWestern Energy in Helena Helena Independent Record
Authorities killed and removed a mountain lion that was found outside a NorthWestern Energy building near downtown Helena Wednesday morning.
McDonald's orders up customer service analytics, shakes up fast food TechTarget
The recent purchase of Dynamic Yield by McDonald's will help the fast-food giant tap into and utilize customer *service* analytics. Expert Scott Robinson explores ...
NJ TRANSITâ€™s New Customer Service Chief Promises Change Amid Ridersâ€™ Growing Frustration - CBS New York
NJ TRANSITâ€™s New Customer Service Chief Promises Change Amid Ridersâ€™ Growing Frustration CBS New York
NEWARK, N.J. (CBSNewYork) â€“ A new NJ TRANSIT czar has been appointed to improve the rider experience. CBS2's Meg Baker met with the new chief and ...
Customer Service Transformation: The Role of AI & Intelligent Process Automation (IPA) - Customer Think
Customer Service Transformation: The Role of AI & Intelligent Process Automation (IPA) Customer Think
When we think about the most impactful technologies in the last decade, one can argue that mobile and cloud have made the most impact on customer *service* ...
DeKalb trash pickup to run one day late for Memorial Day Reporter Newspapers
Posted by Dyana Bagby | May 22, 2019. DeKalb trash pickup to run one day late for Memorial Day. DeKalb County residents will have their trash, recyclables ...
'Service with a smile'? Faking emotions at work makes you drink more, study suggests USA TODAY
Employees who fake positive emotions such as smiling to customers are more likely to drink heavily after work, said a recent study.
Dressbarn closing: Dressbarn to close all 650 stores after losing customers CBS News
Although the U.S. has enjoyed solid economic growth this year, the retail industry continues to struggle. More retailers have closed so far this year than in 2018, ...
Job: Customer Service Rep â€“ Stages Cycling BikePortland.org
Customer *Service* Rep. Company / Organization. Stages Cycling. Job Description. Stages Cycling LLC, with offices in Portland and Boulder, CO, launched the ...
About 200 Stein Mart stores to get Amazon lockers Tampa Bay Times
Stein Mart announced this week it will house Amazon lockers inside select stores in early June â€” but four Tampa Bay locations already have functioning lockers ...
How the Apple Store Lost Its Luster Houston Chronicle
In interviews, current and former employees say brand building became more important than serving shoppers.
Ford looks to Houston to drive customer service Houston Chronicle
The Houston call center is a key part of the Dearborn, Mich., automaker's effort to improve its customer experience to build brand loyalty at a time of fierce ...
Vivint Smart Home Wins 2019 Excellence in Customer Service Award Yahoo Finance
PROVO, Utah--(BUSINESS WIRE)--. The Business Intelligence Group honors Vivint for leading the way in customer *service*. Vivint Smart Home, a leading smart ...
Residents file class-action lawsuit against Mt. Pleasant Waterworks Live 5 News WCSC
CHARLESTON, S.C. (WCSC) - A recently filed class-action lawsuit claims Mt. Pleasant Waterworks overcharged people on their bills and monopolized the ...
Mouser Electronics Adds Local Customer Service in Brazil to Meet Design Needs of Area Customers - Associated Press
Mouser Electronics Adds Local Customer Service in Brazil to Meet Design Needs of Area Customers Associated Press
Press release *content* from Business Wire. The AP news staff was not involved in its creation.
Windstream Enterprise's Customer Portal Earns Prestigious IT Service Award Business Wire
Do right by your customers by empowering them with the network tools, *service* and support they need to succeed, and good things are bound to happen. T.
How Pay TV Operators Can Improve Their Customer Service Forbes
it's imperative that pay TV companiesâ€”cable, satellite and over-the-air *service* providersâ€”pay closer attention to what their customers are experiencing.
Practices to Ensure a Great Customer Service at Your Business Atlanta Small Business Network
Every customer is different, making customer *service* a tricky thing. There's no one-size fits all solution to every problem brought to your door or phone.
To Fix Customer Service, Solve 3 Challenges to Improve the Agent Experience Customer Think
This is evident in our everyday experience. Whether we are waiting in a telephone queue, or do not get a meaningful answer to an inquiry or are even brushed ...
Why The M In CMO Should Be An X Forbes
In the past five or six years, there has been a tremendous focus on customer experience (CX). CX used to refer to customer *service* only â€“ nothing more. Today ...
Qumu Wins 2019 Gold StevieÂ® Award for Customer Service Department of the Year Yahoo Finance
Qumu, the leading provider of best-in-class video technology for the enterprise, has been named the 2019 Gold StevieÂ® Award winner as Customer *Service* ...
Why Customer Service May Be The Greatest Differentiator For Your Self-Storage Business Forbes
As an old retail adage goes, "Customers remember the *service* a lot longer than they remember the price." Yes, that's a catchy quote. But it also plays out when ...
Endesa taps IBM Watson and IBM Cloud to deliver superior Customer Service through its AI Contact Center - Yahoo Finance
Endesa taps IBM Watson and IBM Cloud to deliver superior Customer Service through its AI Contact Center Yahoo Finance
MADRID, May 15, 2019 /PRNewswire/ --Working with IBM, Endesa, the largest Spanish energy power company, has transformed its call center into an AI contact ...
CASEY: Of coffee, complaints and old-fashioned customer service Roanoke Times
How many CEOs answer complaints from far-flung customers minutes after their emails arrive? Not many, I would reckon. But there's at least one. Meet Miami ...
Job: Customer Care Specialist â€“ Showers Pass BikePortland.org
Customer Care Specialist. Company / Organization. Showers Pass. Job Description. CUSTOMER *SERVICE* JOB DESCRIPTION: â€˘ Be the enthusiastic ...
Lenovo taps IBM's cognitive and blockchain tools to improve customer service ZDNet
Lenovo is using IBM technology to improve customer *service* within its Data Center Group.
Making Your Contacts Work For You
The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman. I went through my script and when I asked her why she thought her home hadn't sold, she said to me, I just don't know, I put it in the paper. I then asked her if she had a FSBO sign in her yard, or if she had posted any flyers around the neighborhood or in the nearby markets. She said, why no, I haven't. To make a long story short she said she would ask her granddaughter to help her do just that. She thanked me profusely and I told her to call me if she needed any help!
Provide Exceptional Value - Grow Your Business
The primary objective of a business is to get and keep customers. Growing a profitable business requires providing exemplary customer service and products or services of exceptional value.
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees to wear nametags. (There's a surprise!) Sam Walton created this initiative because he wanted his customers to "get to know the people they bought from."
To Complain and Win! - My Personal Recipe
Prime directive: Make sure your claim is reasonable! Otherwise, forget it.
How To Boost Your Bottom Line With Two Little Words
I hate to sound like one of those cheesy get-rich-quick commercials, but this week I am going to let you in on a little secret that is so powerful that it will immediately change the way you do business.
Responding to Complaints
It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....
4 Myths about Customer Value
The purpose of business is to create and retain a customer.
Your Career Plan--Think Like A CEO
You've been going 6-to-late; exhausted by running the supersonic treadmill of life and wish you had a different job. But you can't because you have no time and you're left spent at the end of every day. Conversely, you're gut tells you that everything would be different if you could only find the right career match. You could stop hitting the snooze button every morning and get back into enjoying the game of life.
Dont Forget your Existing Clients
Quest for new clients shouldn't ignore those who pay the bills
Writing The Book On Great Customer Service
Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Is there anything I can do to compete with the bigger store or should I just accept the inevitable? -- Peter Q.
What Every Employee Should Know About Putting Positive Phrases Into Customer Service
If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind. Is that insane? Yes, pretty much, but it's also good customer service, and it's a good investment, and the "secret" of success, for a lot of big companies.
Make Sure You Get The Customer Perspective
Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?
CRM = Customers (dont) Really Matter
CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life.
Have You Hugged a Customer Today?
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
How to Keep Customers
Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London.
And The Difference is... Attitude
I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, "Hello Mr. Galler," which shocked me further as I don't have a clue how he knew my name ? obviously there was some way of identifying my car, and therefore me, at a distance. "How was your trip; was everything OK with your car?" he inquired in a friendly, personal tone. "Everything was fine I replied" "Great ? I hope we'll see you back soon. There is some bottled water in the cooler over there for you" he said as he directed me towards the shuttle bus to the terminal.
Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. Alongside the fruit and vegetables, meat and tinned foods they sold refrigerators that they had purchased at very low cost from an eastern European company (these were the days when East and West Europe rarely traded with each other). These fridges were very cheap ? and they worked! The retailer passed on much of this low cost to grateful customers who purchased them in great numbers. What the retailer didn't consider was that fridges ? unlike tins of beans ? occasionally need spare parts. They sometimes breakdown or are damaged. What the retailer forgot was AFTER SALES. It was entirely understandable the customers would make the assumption that the retailer would have this in hand. Trouble is, they didn't. The parts - and the engineers who knew who to fit them - were in Poland. So, to many customers, what seemed like a bargain turned out to be a problem. This retailer is now very successfully selling non-food goods alongside food products and I am sure they did the decent thing by refunding their disgruntled fridge customers of many years ago. Not all companies are so good with their customers. Some will sell products as a one-off transaction and will not be interested in what happens from the moment the product has been sold. "We don't do repairs and we don't sell spare parts. Contact the manufacturer." This is not a lot of good if you live in the U.S. and the manufacturer is in Shanghai, for example. Of course, some products and are not designed to be repaired or refurbished. The manufacturers simply expect them to be thrown away at the end of their life, even if that life is relatively short. An example is the microwave oven. Who fixes yours? Nobody, I suspect. They are usually repairable, but rarely is one ever repaired. No, they just end up in landfill alongside many other goods that are also thrown away rather than "made good". No wonder many countries around the world are introducing legislation to limit the extent to which such goods can be tossed away so casually. So, next time you are considering a purchase, especially the purchase of an expensive product or a mechanical product, consider the following tests: 1. Is it built to last? 2. Does it come with a guarantee? 3. Is there evidence of the product's durability? 4. Is it designed to be repaired? 5. Are spare parts available? Remember also, that repair is better for the environment than replacement. Of course, old products do need to be replaced eventually, but why replace prematurely just because you have purchased a product that failed the tests above? One group of products that pass these tests with flying colors is Insect-o-Cutor Fly Killers. Have a look at www.flykiller.net and you will see them there. Let's put them to the above tests: 1. Insectocutor Fly Killers are made of steel. Their solid construction is one of their best selling points. 2. They come with a 5-year guarantee 3. Go to any restaurant or commercial kitchen and you will see Insectocutor fly killers that have been there for 20 years ? and still going strong! 4. Insectocutor fly killers are constructed in a logical way making repairs straightforward. Insectocutor also provides support for repairs. 5. Insect-o-Cutor sells a range of spare parts for all of their fly killers ? even for models that are no longer in production. And their best UK distributor, Arkay Hygiene ? at www.eeeee.co.uk - is always happy to provide these spares as well as replacement u.v. lamps and glueboards After sales is just as much about the customer as it is about the product. Making a sale is not the end, it is just the beginning. Insect-o-cutor is a good example of a company that demonstrates its concern for it customers through the long-term support offered for its range of products. Just think on that one when you are next down the municipal dump with your broken down microwave!
Is your Online Business Customer-Friendly?
Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the need for overtime staff, or lengthy voice mail procedures.
Whats Love Got To Do With It?
Customer Loyalty, we all want it. Don't we?
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