.: Customer Service Articles
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1)
The Top Ten Client Feedback Questions
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.
article tags: alvah parker, attorneys, practice advisor, coaching, score, customer service, feedback, parker's points, road to success, leadership, assertive, business advisor, creative ideas, counselor, service, client, career
2)
Angry customers - what can we do with them
"You are the worst company I have bought from!" - writes the client. Oops, bossss! What should I write back?
It is very hard to select words when some of your customers is angry and complains about your company. Read more for an insight into it.
All is well when it ends well. And until it ends be sure not to panic; no matter how bad it looks. Your customers only want you to do your best when they complain.
article tags: tips, chat, live support, live customer support, live chat, live chat software, online customer service, online chat, tips for customer service
3)
When Customers Complain
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.
article tags: home based business
4)
Customer Service Strategies on eBay
Copyright © Michael Hehn, Online-Profit-4-You
Customer service is important on eBay. Buyers rate their satisfaction with sellers, and your rating can make a difference on whether potential customers are willing to buy from you.
Customer service strategies on eBay start by providing an accurate product description. Displaying clear pictures and describing any imperfection shows the buyer what to expect.
article tags: start home business, e-commerce, ebay, customer service
5)
Delivering Great Customer Service - 10 Tips
It almost goes without saying that good customer service is essential to sustaining any business. No matter how wonderful a job you do of attracting new customers, you won’t be profitable for long unless you have a solid customer retention strategy in place – and in action. It’s the actions that count – not what you say you’ll do, or what the policy says.
article tags: customer, service, retention, sustain, business, loyalty, client, memorable, exceptional, mistake, employee, help, strategy, front-line, satisfaction, company representative, auto-attendant, listening, feedback, sustaining
6)
Reducing Customer Resistance to Your Product or Service
Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business. There are many reasons for feeling resistance including fear of new things or change, fear of failure or success or even fear of not being perfect.
When we resist things, sometimes we miss out on opportunities - opportunities to work with new people, attract new customers, or even pursue a new product or service idea which could catapult us to new levels of success.
article tags: marketing, business, customer service, customers, resistance, expectations, benefits, customer needs, relationship skills
7)
The 5 W's of World Class Customer Service Training
The preamble to the United States Constitution begins, ‘we, the people.’ I feel strongly that we, the people, are what make the difference in life, both personally and professionally.
The interaction anyone has at any level with your employees, including you, gives a customer-- whether current, potential, internal or external--an opportunity to make a judgment about you, your company, all companies like yours.
article tags: customer, service
8)
Quality of Customer Service is Most Important
For those of you who are working in a customer service industry, the quality of that customer service itself is the most important aspect of the job. People...
article tags: quality, phone, argue, polite
9)
Put Your Angry Customer at Ease
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.
article tags: sales, marketing, loan officer, mortgage, leads, telemarketing, skills, training, communication, selling
10)
Complaint Letters: How to Respond in 7 Simple Steps
Ask many small business owners what goes into providing great customer service and you have answers such as, being polite, serving promptly, keeping your promises etc. But in this hi-tech age, we tend to forget that the humble letter has just as an important role in ensuring good customer service. Yet how many times have you received a ‘letter of apology’.
article tags: complaint letters, responding to complaints
11)
How To Ask For Client & Customer Referrals---(& How To Overcome Referral Objections)
Are you pensive, uncertain or just uncomfortable asking people or referrals? What about if a person replies... "No!", I won't give you a referral. Here's what to do...
article tags: referrals, referral marketing, customer referral, client referral, sales, referral, word of mouth
12)
Why Do Your Customers Complain and What Can You Do About It?
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.
article tags: customer service, customer complaints, complaining customers
13)
Top Ten Ways A Call Center Quality Monitoring Solution Creates Better Trained Agents
This is an overview of how to use Quality Monitoring to improve the performance of your call center team.
article tags: call center monitoring, call center recording, call center quality assurance, call recording
14)
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 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.
article tags: customer service
15)
Seven Behaviors That Cause Problems With Angry Customers
Here are 7 common mistakes well-intentioned professionals make when it comes to dealing with unhappy customers. Learn exactly what not to do so that you're well positioned to completely regain the goodwill of unhappy customers after any service mishap.
1. Telling the customer he or she is wrong. You will be smart to NEVER tell a customer they are wrong or mistaken.
article tags: customer service, difficult customers
16)
Customer Loyalty – The Key to Business Success
Talk to many business people about how they approach customer service and the majority of them will say that they are aiming to have ‘satisfied’ customers. No! What we all should be seeking is to have loyal customers.
Research has shown that 65% of customers say they are loyal. You may be happy with this but you shouldn’t! Satisfied customers are in a state of nothing – they are neither issatisfied or happy; they are in between.
article tags: customer loyalty, keys to business success, customer service
17)
How to Write a Complaint Letter That Gets the Result You Want
Have you been double-charged on your credit card? Did the poor service at that restaurant ruin your special evening? Were the flowers you ordered delivered to the wrong address? Then it’s time you write a complaint letter that gets the situation resolved to your satisfaction.
Make your opening sentence a positive one and get to the point in the first paragraph.
article tags: complaint letter, write a complain letter, negotiate a complaint, how to complain
18)
Top 7 Ways to Build Rapport with a Caller
1. Use the caller’s name.
Using the caller’s name shows you are genuinely interested in your customers and makes future dialogue or problem solving much easier because using names helps you create rapport.
2. Give the caller your name.
Giving the caller your name demonstrates accountability and communicates a sincere desire to help. It also gives customers a reference should they need to call your company back.
article tags: customer service, telephone tips
19)
Who Comes First - The Customer or Employee?
We often hear that the customer comes first! Is this really the right way around? Read why we think this is wrong.
article tags: human resource, core competency, systems, processes, recruitment
20)
Answering Service
Just about everyone these days has some sort of answering service, whether automated, like an answering machine, or live. When you call someone without a service, often it can get very annoying. This is especially true when it comes to businesses. However, customers do not usually want to call a business and get just an answering machine or voicemail.
article tags: answering service, phone answering service, live answering service, internet answering service
21)
Seven Ways to Make Your Customers Feel Important
Two important pre-reading notes: Before you chose to read or not read this article, let make two things clear. Everyone has Customers. Even if you work in an internal staff department in a large firm, you have Customers. They are the people you provide work to. And second, don’t be put off by the term Customer. Maybe you call them Clients, Students, Patients, or (heaven forbid!) Users.
article tags: customers, clients, customer service, customer relationship, customer perspective, raving fans
22)
Ten Ways to Build Client Trust
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.
article tags: trust, promise, agreement, expectation, attorneys, professionals, explain process, pitfalls, embarass client, interupt meeting, good will, trust, details, boundaries, delivery date, critical factors, fee, attitude
23)
12 Essential tips to finding the best outsourcing company
The very foundation of outsourcing means getting someone to handle your work, a partner in business. Ideally the outsourcing consultant or company should have a similar vision as yours and solid work ethics.
Success in business would depend greatly on finding the right outsourcing company and for this you must:
• Determine clearly what your core business competencies are.
article tags: outsourcing forum, general outsourcing, best outsourcing tips, hr outsourcing, sales outsourcing
24)
The Unbeatable Laws Of Customer Service
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.
article tags: customers, customer care, customer service, customer experience, customer management, crm, getting new customers
25)
Fixed Price Contracts For First Time Customers
Fixed price contracts are the best and safest method when working with a customer for the first time. This puts the customer as ease and it reduces your risk of not being paid at all. With this first fixed price contract your main objective is to establish the willingness and ability to pay. After that you can build the relationship.
It's important to note that when you establish a fixed price contract you do that with a customer - not a client.
article tags: fixed price contract
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