|
|
10 secrets to online success (its all about the customer)
Running a successful web site is easier than most people think. Using some good 'ol fashioned customer service can go a long way online. Read our articles for some great tips on how to run a successful web site.
You’ve got your web site...
How to Calm Cranky Customers Without Blowing Your Stack
There isn't a day that goes by that I don't hear another small
business owners complaining about some of the customers they
have to do business with. Some of them REALLY are legitimate
complaints, but after listening to 100's of...
How to Protect Yourself & Your Business
As a business owner, you already know how important it is for your customers to feel safe about doing business with you. After all, if a customer even suspects he may not receive everything he was promised, then chances are he's taking his business...
Learning more about your customers to achieve maximum online profits!
Knowing about the people who buy your products or use your services on the internet is extremely important. If you know what your customers like, dislike, want and think, then you know exactly how to update your site and adapt it. Nothing pleases a...
Managers Who Leave PR to Others
You’re a business, non-profit or association manager who needs to achieve your organizational objectives on schedule. Since public relations should be helping you do just that, why leave it wholly in the hands of others?
In your own best...
|
|
|
|
|
|
|
|
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:
#resource_html#
|
|
|
|
|
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 ... |
www.customerservicegroup.com |
  |
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 ... |
www.customer-service.com |
  |
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 |
  |
International Customer Service Association |
Promotes the development and awareness of the customer service profession through networking, education and research. Activities, publications ... |
www.icsa.com |
  |
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 |
  |
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 |
  |
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 |
  |
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 |
  |
Customer Service Training |
Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image. |
www.proedgeskills.com |
  |
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 |
  |
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 |
  |
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 |
  |
Customer Service Week - The Celebration Source |
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations. |
www.csweek.com |
  |
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 |
  |
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 |
  |
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: |
  |
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 |
  |
magazine customer service |
https://secure.customersvc.com/ servlet/Show?WESPAGE=mo/home.html&MSRSMAG=MO - Similar pages |
|
  |
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 |
  |
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 |
  |
|