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 | Main » Customer Service
Customer Service Leads to Customer Loyalty All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will. Your customer doesn't want to be treated like another statistic along an assembly line. They want to be treated with respect. It is very important that your customer realizes just how important their business is to you. Imagine if you were a daily customer at a bank, restaurant, or some other establishment. And every day that you walked in, a sales associate would take care of your business, than hurry you out the door, without so much as a hi, bye, or even making eye contact for that matter. Okay, so you don't necessarily go to these places to make new friends, but you would think that the experience could be just a little
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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
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Having to deal with angry and upset customers is by far one of the worst responsibilities we must face on a day to day basis in the world of sales and business. However, this responsibility, like so many others we must face on a daily basis, just comes with the territory. Customers become angry for all sorts of reasons. Some are legitimate reasons. Some are not. In any event it is our job to defuse the situation. Here are a few tips on how you can calm your customer down and put them at ease. 1. Give them your hand to shake When I was in the banking industry, I worked many years as a branch manager. A customer’s body language would speak volumes as they approached my office. This body language allowed me to prepare for what was to come. It is not diffic
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The food service industry is usually a fast paced and often precarious one. Advertising is critical in a restaurant and there are many ways to use a button maker machine in this industry. When the advertising budget is tight, a button making machine will expand those precious dollars. Buttons can be used for a myriad of purposes such as advertising specials and for identification of wait staff. Whether you serve a five star cuisine or mom and pop specialties, a buttons can help lower your overhead and raise profits. Every restaurant has a line of specials that they serve. Servers may suggest the special, or describe it, but a button can really show it. People are stimulated by what they see - hence all the pictures in menus. It would just make sense to have an appetizing photograph of your daily special or weekly special on a button to attract attention. The server might suggest the special while pointing to the bu
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A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally under fire are not always easy. It is particularly difficult to be nice to people who are not being nice to you. So what do you do to keep your cool when the customer is chewing you out? Most of the time, it is not even your fault. It could be that the problem was with a product or a service delivered by someone else in your organization. You're getting the blame because the unhappy person found you first, and it's not pleasant. When faced with angry people, there are four key steps that will help diffuse the situation. Step one is to apologize. "But," you say, "it's not my fault." It doesn't matter who's to blame; apologize anyway. As a representative of your c
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Since Congress passed the Americans with Disabilities Act in 1990, people who previously had limited or no access to public places now move about with a degree of ease in the workplace. While these people have their challenges with sight, hearing or movement, those who work with them are often confused about how to interact them with sensitivity and understanding. Here are some of the issues to keep in mind. When it is necessary to mention the disability, language should emphasize the person first, the disability second. Rather than referring to someone as an epileptic, say "person with epilepsy" or "John, who has epilepsy...." Avoid words that have a negative tone. People who use wheelchairs are not "bound" or "confined" to their chairs. A person may have spastic muscles but should not be described as spastic.
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One of the greatest thrills in business is acquiring a new customer. Many businesses are too caught up in the excitement of acquiring new customers that they do not spend enough time or money on unlocking the value of their existing customer base. It surprises me how often business fail to regard their existing customers as one of their most valued assets. There may not be the same excitement in getting orders from existing customers, BUT this is where the real profits are made. It is generally accepted amongst most marketing experts that it costs at least five times more to acquire a new customer than it does to get an order from an existing customer. There are many ways that you can unlock the value of your existing customer base and in this article, I will explore some of those ways with you. The first thing a business needs to do is develop the mindset that their customer ba
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Have you ever thought about how much rudeness may be affecting your bottom line? What is the cost to your company when you or the people who represent you lack proper manners? Do you know how many clients are turned off by employees who would rather carry on a conversation with each other than with the person who came to purchase your service or product? Can you count the number of people who hang up and call someone else because the person who answered your phone put them on hold without asking permission? How does the client rate your professionalism when the employee who welcomes him to your office looks as if she is dressed for a day at the beach? Do your employees understand that it is more offensive then friendly to call the client by first name unless asked to do so? Are your employees treating each other with courtesy and respect? Do they honor the invisible walls of each other's cubicles? Do they work as a team and help each other or do they a
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"There's not anybody who really cares about using voice messaging the way I envisioned it." According to Gordon Matthews, the inventor of voice mail, he never anticipated that his automated message system would be used to confuse and frustrate business callers. He didn't foresee how many ways businesses could devise to misuse his system. When asked what aggravates them most about modern phone communication the majority of people will say that it is voice mail. Pressed for details, they explain that it is the automated answering process that companies use to screen and direct calls that bugs them, not the basic messaging-taking function. Companies are spending large sums of money to antagonize their customers and it only seems to get worse. When a person needs help with a problem and can't reach another human, the situation deteriorates rapidly. Using the numbers on your touch to
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A recent American Demographics survey concluded that 75 percent of American adults crave more customizable products and services, and 85 percent of 18- to 24-year-olds feel the same way. THE TEST: When you come in contact with one of your clients or colleagues , in what ways can you 'personalize' the experience? 1. SHARE A LAUGH: Laughing releases even more endorphins than smiling. It also releases enkephalins, which are natural pain suppressors. 2. PAY SOMEONE A COMPLIMENT: Praise stimulates the brain. Look for the good in others, and learn to appreciate small things. 3. HAVE A POSITIVE ATTITUDE:
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