•· Adopt the following mindsets: a) Everyone you interact with at work is either an internal or external customer; and b) If your customers ever stops needing you, so will the company . •· Learn from "horror stories." Ask members in your office to share personal examples of receiving poor service-along with the impact it had on both them (the customer) and the service provider. Discuss what could have turned them into success stories. •· Deliver what your customers actually want rather than what you think they ought to have. If you're not sure what they want, ask! •· Build Business … (3 comments)
Next to ensuring that business practices are legal and ethical, nothing is more important for your job that serving customers. That's why customer service is everyone's responsibility-regardless of whether you deal directly with your customers in a office or you work "behind-the-scenes" supporting those employees. Everyone must pitch in....everyone must contribute. "If you are not serving our customers, you better be serving someone who is!"
What does all this mean for you? Well, if you're going to be successful in your job and meet expectations, you need to provide the absolute best service possible to our customers you interact … (2 comments)
So much of the "service" we get these days merely involves telling us stuff; Your item is on backorder. Not sure when it will come in....The installer should be there sometime tomorrow....You will need to call this number for help......Sorry, we don't carry that part. Wow! Thanks! Excuse me if I am not overwhelmed! It's as if some employee name tags read Customer Information Representative instead of Customer SERVICE Representative. And I don't know about you, but I am more interested in being truly served rather than just told.
To be sure, providing information is … (0 comments)
Are you looking to improve the quality of service in your Company? If so I've got five words for you:
THE CUSTOMER IS IN CHARGE!
Despite beliefs held by some, you really work for each customer that does business with us. They have a need (or want), and have come to your business to fill that need, and they are the ones who will "foot the bill." Yes, the customer is in charge (or at least should be). You need to remember that. More importantly, you need to behave like you remember it. How do … (3 comments)
The other day I was hit with a tri-fecta of poor customer service. It happened when I went to a restaurant for lunch. Driving through the lot, in an effort to avoid parking in the back. I noticed a vacant spot right in front of the entrance. I sped up to take advantage of this, but then I realized that "Hey, somebody else beat me to it." And I quickly became okay with what occurred. Okay, that is, until a guy got out of his car and I saw he was wearing a restaurant uniform. Now … (0 comments)
service: What Does Everyone Want And Need?
- 01/20/11 06:43 AM
We want it, we need it, we expect it, and we rely on it. We talk to others about it. It's a regular part of our lives-something we experience almost every day, in one form or another. When we get it, sometimes it's great....sometimes it's okay.....and, all too often, it's not very good at all. It is: CUSTOMER SERVICE.
And providing it is what your job is all about
When you accepted employment with your company, you took on a significant responsibility; taking care of the people who keep your companies business IN business. No job is any more important than … (5 comments)
Whatever promises you make to the customer to resolve the issue, be sure to follow up. Call when you said you would call. Even if you don't have the resolution, let the customer know you're sticking to your word. This shows the customer that his/her business is important to you and you're actively working towards getting things fixed. … (2 comments)
Most offices have polices in place so that their employees are empowered to deal with customer service issues. However, not all situations are the same and therefore not all remedies should be the same either. If the disgruntled customer has made it clear what will satisfy him/her, then do everything within your power to accommodate that customer. This shows your commitment to resolving their problem. … (0 comments)
Once you understand why the customer is upset, apologize. Even if you don't agree with their complaint, you are at least letting them know you validate them and will work towards a resolution. This also separates the emotion from the problem. As a general rule, the expression of empathy to the customer should come right after the apology. When you feel you fully understand, restate your understanding of the problem at hand. … (5 comments)
Customer service is the backbone to every business, right? So why do the majority of retail people lack customer service skills? I believe the root of the problem lies in the fact that many organizations do not teach their employees how to deal with customers who have a problem. Over the next week we will identify four strategies that will help you manage the situation when you find yourself face-to-face with an unsatisfied customer.
I will be discussing the HEAT approach to handling dissatisfied customers.
The world is not made up of all nice people. We in sales get a chance to balance the equation. We repay less-than-fair treatment with sweetness and light. There is no such thing in our world as justifiable anger. We were given two feet to earn our living in order to cover the ground assigned. We have to use them on occasion to walk away from a less desirable situation than planned for. Our job is to win the business, not win 'em all. … (2 comments)
Put our customers hat on for a minute and do a little reflection. Have you ever stood in a business, waiting to be served, while the person who's supposed to be waiting on you completes some paperwork, makes a phone call, performs some other duty - or worse, chats with a coworker? If you have, you know how frustrating it can be. That employee is putting his or her business before yours. The wrong person is doing the waiting. And saying "I'll be with you in a minute" doesn't cut it.
People buy from people they like, and people like people who take a special interest in the things that interest them. No need to be an investigative reporter, but on a selective basis you should be extra observant when dealing with top accounts. You can afford to invest the extra time with key customers to extend conversations or to listen to whatever your client wants to talk about. Without any intrusive prodding, you can easily determine educational and geographic background, family ties, ethnicity, sports interests, hobbies, … (1 comments)
If you are having difficulty in identifying new leads, try looking in these two areas for business development:
Past clients. Have you researched customers who directed us business once or twice in the last 18 months, but did not use us again? You would be amazed at how many industry professionals have come through our doors one time, not to return. Develop a phone list and start contacting these past clients. After initial pleasantries, indicate that you noticed … (2 comments)
service: Always show your clients the Value and Benefits of Your Service! Sales Tips!
- 04/27/10 01:21 AM
Always show your clients the Value and Benefits of Your Service! Sales Tips! Talk about your product or service's benefits in terms of value to the customer. Once you've identified the prospect's hot buttons, push them. If two salespeople sell the same product at the same price, but one salesperson is significantly more successful, the successful salesperson probably cultivates a higher perception of the product's value in the customer's mind. The actual value of a product may not change from prospect to prospect, but the perceived value may vary widely. Let your customers tell you their likes and dislikes, … (1 comments)
service: Return all calls as if they were all good news coming. Sales Tips!
- 03/29/10 02:53 AM
Return all calls as if they were all good news coming. Sales Tips! Getting the phone to ring is a solid accomplishment. Just ask someone whose phone doesn't ring what that is all about. Opportunity used to knock-now it rings, beeps, buzzes, or vibrates. Take it any way it comes, and do something with it. Step one is respond. Do not age phone messages. The best in the business return all calls within sixty minutes. They take calls as pager signals. Their sales calls usually average sixty minutes or less, at which time they return pages with a phone response. … (2 comments)
A lady walks into a vegetable store (go with me here) and asks the assistant for two pounds of carrots How many pounds of carrots were sold? Answer: None!
A lady walks into a vegetable store and asks for two pounds of carrots. The assistant says - "We've also got some lovely Idaho potatoes in today - just right for a stew - and the carrots are on sale today". The lady responds - "OK, I'll take five pounds of carrots and five pounds of potatoes as … (0 comments)
It's all very well making courtesy calls - so long as there is a clear point to them. Repeat calls on existing customers or on target customers are a waste of time if all you're going to say is "Hello, how are you, nice weather today, is everything going OK? That's good, I'll see you next month then."
You may think that you are building your rapport and relationship with the customer, but in fact courtesy calls are often detested by the recipient, … (3 comments)
Some clients / prospects may prefer e-mail, but giving them great information won't guarantee messages get opened. Creating appealing messages that jump off of the screen will!
Work The Headline - the fastest ways to grab prospects' attention with the subject line:
Limit it to seven words or fewer Compliment customers Use specific numbers and/or figures Stick with punchy, short and common words Keep Their Attention - to keep customers reading copy:
Limit paragraphs to two sentences or fewer Mention benefits … (2 comments)
service: The Top Characteristics of a Sales Streak! Houston Texas Real Estate Tips!
- 08/10/09 06:33 AM
The Top Characteristics of a Sales Streak! Houston Texas Real Estate Tips! S – Saying Positive Things T - Tenacity R - Reality E - Eccentricity A - Action K - Knowledge S-Saying Positive Things When you are on a roll, in the middle of a streak, everything that comes out of your mouth is full of enthusiasm, energy, and positive, forward thinking statements. You not only don't have the time for negativity, you simply obliterate it from your world. You understand that the results that you get are in direct correlation to the things that you think … (1 comments)
Real Estate News with a Value added punch Clear Lake Texas Real Estate
I think this is a good rule to live by!
"We are not put on this earth for ourselves, but are placed here for each other. If you are always there for others, then in time of need, someone will be there for you."
~ Jeff Warner
Be Customer Driven
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