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Customer Service and Call Center Outsourcing, What's The Buzz?
The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore...
Customer Service And The Human Experience
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given...
DON'T OVERLOOK THE 3 SPECIAL BENEFITS EVERY CUSTOMER WANTS FROM YOU
Every customer looks for 3 special benefits when they do business with you. They may not specifically ask for these benefits. But you're losing sales if you don't automatically provide all three. 1. FAST RESULTS Prospective customers may take a...
Getting More From Your Customer
We are all customers of one product or another. How is it we always seem to buy or shop from the same place? What is it that these businesses do to keep us coming back and buying from them? A large portion of the selection process that a customer...
How to give your customers a choice between you and the competition and have them choose you.
Instead of giving your customers or potential customers a choice between you and your competition and having them choose the other guy, have them choose you.
Michelle Dunn’s new book” Become the Squeaky Wheel,” says creating a credit policy...
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Customer Service DELIVERY
If you want to go to the top of the league in customer service,
then you need all your customer-serving staff to practise the 8
features of service D-E-L-I-V-E-R-Y.
D for Dedicated. Dedicated service delivery swings into action
the minute a customer needs your help. The customer is not made
to feel that they've gone to the bottom of a list and will have
to wait their turn. They become priority number one.
E for Empowered. Empowered customer carers are those who have
the power to do what is necessary to deliver outstanding
customer care. Empowerment includes giving them your trust,
training them, and removing anything that makes their job
harder. "The only people who can really meet customer
requirements are those on the front line. Show them their
potential, trust them, support them with the tools and training
that they need and strive to remove the factors that inhibit
them. They will reward you with the financial results." (Donald
Laurie)
L for Linked to the Team. Great customer carers rarely work on
their own; they work with the support of the team. When Karen in
Reception overhears what the guests thought of the meal, she
quietly passes it on to the chef. When Jack the porter notices
how the guests react to their room, he has a quiet word with the
chambermaids. Organisations that quietly work together for the
sake of the customer create champions.
I for Informed. Traditionally, customer carers have been the
poor relations in most businesses: end of the line, untrained,
the last to know. But in superior customer service
organizations, front-line staff are treated like royalty. They
know the products inside out and the systems back to front. They
know how to put things right. And they know what to do when a
customer has a crisis. They are informed.
V for Valued. You
cannot expect your customer service staff to
value their customers if you don't value them themselves. You
value them when you ask their views, acknowledge their
contribution, and praise them. "When we genuinely approve of
ourselves, we can afford to be responsive to the needs of
others. People who feel powerless or who don't think they're
valued, don't care much about other people's problems." (Pete
Bradshaw)
E for Experienced. Experienced customer carers have a feel for
the right balance between them and their customers. They should
be... * knowledgeable but not technical * confident but not
arrogant * smartly-dressed but not overpowering * attentive but
not overbearing * friendly but not smug * helpful but not
insistent * available but not intrusive * slick but not quick *
caring but not cloying. Striking the right balance is like a
discrete servant: visible and invisible, unnoticed but there if
needed.
R for Representative. The customer care champion always acts in
the interests of the organisation. In how they look, what they
say and what they do, they project a strong, positive image of
who they represent. Their welcomes convey warmth, interest and
friendliness and their farewells convey a feeling that they
would love to see you back again.
Y for Your Responsibility. The importance of the front-line
customer cannot be understated. For the customer, they are the
company. To fulfil this role, customer front-liners need to know
that it is their responsibility and nobody else's to deliver.
No matter where staff are in the organization, they are
responsible at some point to their customers. They all have to
DELIVER and that means: dedicated, empowered, linked to their
teams, informed, valued, experienced, and representative.
About the author:
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Customer Service Group: Resources for improved customer service ... |
Newsletters, books, and free online resources for improved customer service, call center and help desk operations including tools for enhancing rep training ... |
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Customer Service Training Customer Service Skills Training Service |
Service Quality Institute is the leader in Customer Service Training with customer service training skills products and consulting with over 34 years ... |
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ICS: Institute of Customer Service |
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead customer service performance and ... |
www.instituteofcustomerservice.com |
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International Customer Service Association |
Promotes the development and awareness of the customer service profession through networking, education and research. Activities, publications ... |
www.icsa.com |
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Customer Service Jobs on CareerBuilder.com |
Looking for customer service jobs? Start your job search at CareerBuilder, the leader in job search sites, and access hundreds of thousands of jobs today. |
customer-service.careerbuilder.com |
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The New York Times Home Delivery - Subscribe |
Sign up now to save 50% on your first 12 weeks of Home Delivery. Learn more. As part of Home Delivery, you'll also get free access to TimesSelect premium ... |
homedelivery.nytimes.com |
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Customer service - Wikipedia, the free encyclopedia |
The modern concept of customer service has its roots in the craftsman economy ... Delivering customer service begins with understanding what customers want. ... |
en.wikipedia.org |
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Customer service representatives |
When working in call centers, customer service representatives are likely to be under ... Customer service representatives working outside of a call center ... |
www.bls.gov |
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Customer Service Training |
Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image. |
www.proedgeskills.com |
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Customer Service |
(It may help the reader to notice the role of customer service in the overall ... Additional Resources in the Category of Customer Service and Satisfaction ... |
www.managementhelp.org |
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azcentral.com faq - azcentral.com Help - Arizona Republic Customer ... |
azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions. |
www.azcentral.com |
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CafePress.com : Help Desk : Customer Service |
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ... |
www.cafepress.com |
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Customer Service Week - The Celebration Source |
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations. |
www.csweek.com |
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Nashville - Tennessean.com - Middle Tennessee Customer Services |
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ... |
www.tennessean.com |
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Customer Service Institute of Australia - dedicated to Australian ... |
CSIA is a professional, membership-based body dedicated to improving the standards of customer service both at an individual level and at a corporate level ... |
www.csia.com.au |
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The Globe and Mail: Home Delivery Customer Care: Home |
The most authoritiative news in Canada featuring articles from The Globe and Mail, breaking news coverage, national news, international news, sports, ... |
https: |
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Customer Service from FLORIDA TODAY |
We're here to bring the finest customer service to your doorstep. ... Customer Service Hours Monday - Friday: 6:30 a.m. - 5 p.m. ET Saturday: ... |
www.floridatoday.com |
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magazine customer service |
https://secure.customersvc.com/ servlet/Show?WESPAGE=mo/home.html&MSRSMAG=MO - Similar pages |
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Customer Service – 8 Rules For Good Customer Service |
Good customer service is the lifeblood of any business. You can bring in as many new customers as you want, but unless you can get some of those customers ... |
sbinfocanada.about.com |
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Help | IndyStar.com |
Customer Service • Terms of Service • Send feedback about IndyStar.com • Subscribe Now • Jobs with us. Use of this site signifies your agreement to the ... |
www.indystar.com |
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