Customer Service Information

Mastering Challenging Service Situations


During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. How can you best handle challenging situations? I have developed and practiced a simple method for just such encounters. If you follow the steps listed below, you will greatly improve the likelihood of achieving positive resolutions to challenging situations.

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."

What Do Your Clients REALLY Think of You?


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What Exactly is Customer Relationship Management?


The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers"

How To Use Your Current Customers


Jay instructed a customer of his to offer a rare coin collection to new customers for just $19. He was actually losing a couple of dollar on every sale! But .... of the 50,000 people who bought the coin collection for $19, nearly 10,000 come back and bought.

When the Customer Demands: Give a Discount or Lose the Order


Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer wanting to look good to their boss and sometimes it is simply the mindset of the individual buyer them self. To some people price satisfaction and their perception of value, is not about the actual amount paid as much as it is their sense that they have negotiated the price down from a higher starting point, thereby obtaining a ?better deal.? A case in point is the retail consumer who will only buy items that are ?on sale,? even if the sale price is really no lower than the everyday price at a competitor.

Customer Service Is More Than Just Being Nice To People


Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite. Never lose your cool. But isn?t that a little like closing the barn door after the horses have gotten out? Good customer service should be about a good customer experience with your product. This begins with the relationship your company cultivates with a customer.

Restaurant Owners ? How Important are People Skills?


You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect. What?s up? What?s going wrong?

How to Provide Instant Customer Service


Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which is working for me.

Dealing with People - Words to Avoid


You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly customers and staff. However, using the wrong words can also cause problems.

E-Business?s Best Friend: eCRM


From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can?t answer that question, chances are you?re also in the dark about the following questions. What customer demand trends can I expect in the future? How can I improve customer retention? What can I do to build long-term relationships of trust with customers? Knowing the answer to these questions can mean the difference between long-term growth and profitability and crashing and burning.

The Dissatisfied Customer


We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. A dissatisfied customer is a direct reflection on our performance and a blow to our egos. The common reaction of small business people to a consumer complaint is defensive posturing and/or avoidance.

Everyone talks in code!


How often have you left a meeting with a customer or your boss telling yourself he likes my ideas. Only to find later that you didn?t get the sale or your boss has told everyone that you are crazy.

A White Paper: Profiting with Kindness


In 2002, there wasn?t much interest for Kindness in business, and some business people would question, ?What does kindness have to do with business, anyway?? Is this a for real question or just to prove a point? Or perhaps they couldn?t figure out what being kind really had to do with business. Or perhaps the word was a jargon word, an unfamiliar language.

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees


Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, when we take them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace. After all, a complaint is nothing more that a person telling you that his (or her) needs have not been met. As dissatisfied customers, they are giving us a second chance to correct something that should have been done properly the first time around. (In some cases the customer might happen to be your employee.)

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