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Informative Articles

Common Sense Customer Service!
The key to growth in any business; whether it be the largest corporation on the planet or someone working a home business from their laptop on the dining room table; is exceptional Customer Service. Customer Service can’t just be ”good” or ”OK”; it...
Dealing with Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy. The bad news is that unhappy...
Hiring Customer Service Representatives That Are A Perfect Fit
© Kathi Graham-Leviss http://www.xbcoaching.com Have you ever phoned a customer service department only to receive an attitude rather than help? Not a pleasant experience! It is quite obvious that the person on the other end of the phone is not...
How To Buy Surplus Retail Products Without Getting Burned!
One of the challenges for new businesses, as well as for those who have made it past the startup stage is consistent and reliable product supply. There are several ways a business can purchase products: Auctions, Wholesalers, Wholesale Lots,...
Three Easy Ways to Keep Customers
It is far more easy, and less expensive, to keep customers than to try and get new ones. So even though your company relies on adding to its customer base, don't make the mistake of only investing in new customers! Here are some strategies that...
 
Customer Service - Not the Guru Way, but Three Simple Steps!*

You can spend a fortune on having someone come and tell you how to deliver customer service or you can do much more, for much, much less.

It's just that having a tub-thumping guru on hand to do some extraordinary things (though mainly irrelevant - give them a dollar each and tell them the 'buck stops with you' - is an example), is more visible to stockholders, if quite pointless.

So bosses seem to be doing something special, when actually what is needed is a simple approach.

As Robert Tannehill, an expert on customer service training, comments on what 'gurus' do, as follows:-

"These fringy things that some motivational trainers have companies spend money on makes my blood boil. If these people do crazy things to give them the guru touch, they can get companies to spend thousands. Dancing even - huh?

You see, management actions ensure that bad service to customers is almost always - I'd give it 99% - not the fault of their sharp end operatives.

Here's why...

1. They recruit the wrong people

So their most important business activity is screwed because they've got unfriendly people at their most vulnerable point.

Solution

Rigorously recruit 'people' people for your customer facing ambassadors. They have to be


comfortable developing relationships that feel great and encourage real friendliness, customer and employee.

2. They fail to set the right conditions

Which will enable their people to work best.

Solution

Managers must make sure that they listen carefully to the issues getting in the way of their best people performing well - and fix them fast. This includes training them appropriately, which is usually mentoring on the job, by key employees who have the time and experience of doing this role really well.

3. They want too much

By giving their customer service people loads of ancillary stuff to do - at the same time.

Solution

Stop demanding more than one output from any of your people, who are giving your valuable customers the very best service at all times.

Three steps and save yourself tens or even hundreds of thousands in consultants fees. Easy!

About the author:

© 2005-6 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com

 

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Customer service - Wikipedia, the free encyclopedia
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Customer service representatives
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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 ...
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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, ...
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Customer Service from FLORIDA TODAY
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