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Does Your Customer Service Suck?
As a customer, I know what it's like to be on the customers side of the counter. You want to turn over your hard earned money for goods or services. You are then confronted with attitude, rudeness and utter disregard for just how hard you have...
Finding Hidden Telecom Savings on Customer Service Records (CSRs)
Every thorough telecom audit should include a careful study of the customer service records (CSRs) available through your Local Exchange Carrier. Routine analysis of your CSRs will undoubtedly result in thousands or even tens of thousands of dollars...
Is Your Customer Service Excellent?
"The last person to buy from you is the most likely to buy again and soon." This quote is an old one and I do not know the author but I do know it to be true. After spending fourteen years of my life owning and running a retail art gallery, I was...
Sure Fire Ways To Drive Customers Away!
Call it a blind spot. Call it regimented thinking. Call it the-way-we-have-always-done-it. But by any name, there are actions and practices that far too many businesses engage in that can unknowingly drive customers away. When I observe...
What is Great Customer Service?
In almost all cases customers come to your business because they have a problem and believe that you may have the solution. Whether you do, or whether you can build enough trust with the customer to let them solve their problem is up to you. In...
 
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.

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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 ...
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 ...
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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
 
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. ...
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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
 
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: ...
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magazine customer service
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Customer Service – 8 Rules For Good Customer Service
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Help | IndyStar.com
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  • winning customer experiences

  • winning the loyalty of your customers

  • work at home business ideas

  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list