Customer Service articles

I got it into my head sometime in December 2004 that I wanted order a laptop computer. I thought I would get one from the hugely popular computer company that allows you to call their 800 number and custom order what you want. Presto, like magic, it appears at your doorstep in days.Since I live in Mexico, I was forced to order from their online site-in Spanish. The company designed this site for Mexicans only. The order form required four... Read More

Sales is tough to get right, and depends on retaining those customers, yet people do it badly and unprofessionally all the time. It's really not difficult to learn the art of good service, and if you get it perfect, you will see those rewards.Let's look at an example of service from my point of view:I usually buy a sandwich from one place only. I always go there, as I get top services and the sandwich is nice. I could go... Read More

This morning I was having breakfast with my good friend Diane at one of my favorite breakfast nooks. I enjoy the atmosphere there although I've been less than pleased with the customer service so far.This morning when we decided to go to breakfast, my mouth started watering for their delicious scones. They usually have 3-4 kinds available such as chocolate chip, blueberry and cranberry. I have shared these with my mom a few times and always love it with raspberry... Read More

Customer service is the most vital asset for Business either it is online or offline. It's the critical factor which determines if your business has a future or not. There are two vital components to every interaction you have with a customer1) The purchase or transaction 2) The relationshipIn order to distinguish yourself among your competition, providing just good service is not enough. The same do your competitors. You must provide EXCELLENT service. That will happen following these rules:a) Solve... Read More

Is your restaurant, bar or hotel clean? I mean really clean. I don't mean "do you stick to all the rules and regulations?". I mean, do you and your staff really care about cleanliness and hygiene?Just complying with hygiene regulations will almost certainly result in you breaking them. By meeting standards that are higher than the minimum you will probably comply with them. But is this enough? There are two mindsets when it comes to good hygiene practice in catering... Read More

The other day while at the book store, I came across some accounting software CDs strewn with other CDs and books in garage sale box.How can any self respecting businessman (even a small one at that) pick up a copy of this cheap sale accounting CD from the box for his business to use? He'd think "what type of accounting system is this that would end up in a garage sale?"...and he's not even heard of free software yet! If... Read More

When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.I've found that to be true too. One of my biggest fans is a customer who started out on slippery footing.... Read More

Those of us doing business over the internet have to become especially adept at our listening and speaking skills since we don't have the luxury of talking with our customers face to face. It's especially important to give those on the phone extra attention - listening to their voice, because that is the only thing you have to go on, to sense their emotion. You can't observe their body language or their eyes like you can in person. They have... Read More

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 ....There are two ways you can go about this:1. You can stand up for your rights (and lose the customer and any possible referrals)2. You can keep your temper and keep your customerREPLIES TO COMPLAINTSMost businesses these days have (or should have) as their policy that the customer is always right. It's far better business... Read More

The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new clients coming in.Customer Service is about that ultimate contact between people. It's about a potential or existing customer/client walking away with the intent of buying your product either for the... Read More

A general counsel of a large international consulting firm told us about his experience talking to an interviewer who had called to discuss his satisfaction level with his outside law firm. He had been using the services of a "high end, expensive" law firm out of New York.We asked if the interview questions allowed him to speak about all the issues that were on his mind regarding his relationship with his lawyers. His response was, "There were many small things... Read More

"Thanking your customers" - Why you should do it and how...Your customers make up 100% of your sales and 100% of your profits. Yet we spend a lot of money and time beating the bushes for new customers and not much time thanking those responsible for 100% of our business! One lesson your mother taught you was to say "thank you" when someone did something nice. We tend to give lip service to saying thank you to our customers by... Read More

Every time my firm conducts communication skills training, we know someone is going to object."That doesn't work. Everybody's heard of active listening. You can't use that stuff anymore."And we have to admit, there's a lot of truth in that. Everyone has heard of active listening. And it doesn't work for many people much of the time.But communication skills can work for your staff.The problem usually isn't the skills. It's the way people are trained to use them. Learn to use... Read More

Is the special treatment you designed specifically to keep customers coming back working against you?A local jeweler offers free lifetime battery replacement for any watch he sells. It's a good hook to keep customers walking back in the store on a regular basis and increases his sales volume.But, it's backfired on him. And he's lost at least one customer because of it.He's run into a problem getting the batteries he needs and now has to send a customer's watch off... Read More

Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here's why...Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on the fact that they are unhappy, but don't feel comfortable letting you know. What happens to the 49 unhappy customers who don't complain? Besides griping to 11 friends and family... Read More

While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words.When a company lacks the sincerity to deal with their customers fairly, some one comes along and puts the company on the dock and though the trial by the customers may be long drawn out it is ultimately the death sentence for the brand or the organizations itself many a... Read More

Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success.But, let's face it we all occasionally make misteaks (misspelling intentional) and, even in the best of companies, anger a loyal customer. If we are lucky, we have built up enough "satisfaction-equity" with miffed customers that they will take the time and effort to complain, giving... Read More

If you are up to your ears in a stressful situation, it becomes difficult to think clearly. Sometimes, it is best to walk away from a problem, and think about it, rather than try to solve it with an instant solution.My grandfather used to say: "Even the court jester can teach us something useful." This saying goes much deeper in meaning and applies to many things - from a Yoga class, to not taking life too seriously, and to the... Read More

The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our TrustA bad attitude to customer service can literally destroy your business.So, I thought I'd share my response to what I read on an Internet Marketing Forum recently to illustrate my point.It started with a genuine request made by someone looking to do the right thing despite having a frustrating run of luck..."I've been asked for three refunds this WEEK. The product is a proven one that... Read More

One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.Applying the principle in school, I would lock my legs stiffly and allow my arms and hands to flex gently as if they were in a flowing breeze. It was not easy for me as a third... Read More