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Customer Service Warning—What to Watch for That Indicate We Have a Customer Service Problem
Do you frequently hear that customers are unhappy about something, and sometimes they are downright frustrated. Yet, what you hear from your employees is, “Stupid customers! They just don’t understand how to use the product”? As the owner, or...
Ideal Marketing Methods for Home-Based Businesses
What is the difference between a small business that makes it and one that does not? Most likely, the one that was successful engaged in some effective marketing. Wise marketing is critical for owners of home-based businesses for a number of...
It's all about the customers, baby
You have permission to publish this article electronically or in print, free of charge, as long as the bylines are included. Please print the article in its entirety unchanged and notify the author by email when you use it ~*~ IT'S ALL ABOUT...
PR: How Sweet It Is!
Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI.net. Net word count is 800 including guidelines and resource box. Robert A....
Selling Sales to Customer Service Agents
The Sales Stigma Somewhere along the way sales got a bad rap. I'm sure all of us can relate to having dealt with a salesperson that made us uncomfortable, pressured us into making a decision, or even mislead us about the product or...
 
Customers - What They Really Want - 6 Secrets of Customer

What customers really want can be divided into two areas.
Firstly - they want the core service of your business to
meet their needs. They expect your product or service to
work.
If you say you're a plumber, then the customer expects you
to fix their leaking pipe. If you say you're an accountant,
then they expect you to resolve their tax details.

They also expect your product or service to represent value
for money.
If I buy an expensive pair of winter boots I expect them to
keep out the cold and wet and also look good. Naturally if I
was to buy a cheaper pair I wouldn't expect them to last as
long.
Customers expect your after-sales service to be efficient.
If my new winter boots start to leak when I wear them for
the first time, then I expect the shop to replace them
immediately.

However, none of this will make customers loyal or cause
them to tell others how good you are. They take this core
service as a given. You wouldn't see me running around
telling people that my new winter books didn't leak.

This is the Second and most important point -

What customers really - really - really want and what will
make them loyal to your business and say wonderful things
about you to other people are:

1 Warm and friendly responses - When customers make contact
with you face to face or over the telephone, they want a
warm response. It can still be businesslike but you and your
people need to look and sound - friendly and likeable.

(This may all sound like common sense to you but think about
these factors the next time you're a customer and ask
yourself if the're happening to you. Then ask yourself if
your customers or clients are experiencing this from you and
your people)

2 They want to feel important - They know that you have lots
of other customers and clients but they just love it when
you make them feel special.

3 They want to be listened to - Customers often get the
impression that the person dealing with them is not really
listening. You must keep working on your listening skills.
Keep good eye contact with people and concentrate on what
they're saying. Keep and open mind and resist the temptation
to jump in with an answer.
It's also important to show that you're


listening. Open body
language and head nods when face to face - lots of Uh - Hu's
when over the phone.

4 Someone to know their name - A persons name is one of the
sweetest sounds they'll ever hear. If you use a customers
name when you talk to them, it indicates that you recognise
them as and individual. Don't use it too often as it can
become irritating, but definitely at the start and the end
of a conversation.

5 Flexibility - Customers hate to hear the word "No" or "it
can't be done." It's not always possible to say "Yes" to a
customer or do exactly what they want; however, it is
important to be as flexible as you can.
Tell customers what you can do not what you can't.

6 Recovery - When things go wrong, customers want you to
solve their problems quickly. They don't want to hear
excuses or who's to blame or why it happened, they just want
it fixed fast.
Customers will often judge the quality of your service by
the way you recover. They will even forgive your mistakes if
you recover well.

Say, for example, you served a meal that wasn't cooked
properly or wasn't hot enough. You would need to apologise,
assure the customer it will be fixed and then do it quickly.
Then tell the customer that they won't be charged for the
main course or give them some wine or a free desert. Then,
when that customer talks about your restaurant, they'll tell
people - "There was a small problem initially but when I
pointed it out, they really moved themselves and they
couldn't have been more apologetic."

Don't be afraid when something does go wrong; it's often a
great opportunity to show customers just how great your
service really is.

Overall, customers just want to feel good. They want to feel
better after they've dealt with you or anyone in your
business, than they did before. If you can create that
feeling, then you're well on the way to - giving customers
what they REALLY want


About the Author

Discover how you can generate more business without having
to cold call!
Alan Fairweather is the author of "How to get More Sales
without Selling" This book is packed with practical things
that you can do to – get customers to come to you .
Click here now
http://www.howtogetmoresales.com

 

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
 
 

 
Content Menu
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  • what is network marketing

  • what kind of client customer are you mr ms entrepreneur

  • what s the customer service buzz about your business

  • what the taco bell manager taught me about customer retention

  • what to look for in presentation folders

  • what your customers absolutely must know about your business

  • when customers complain

  • where are the delighted customers

  • where did the customers go

  • where have all the delighted customers gone

  • where to find the database for your customer mailing list

  • which is better repeat business or adding new customers

  • who am i who is my customer

  • who are your most likely customers and what do you know about them

  • who comes first the customer or employee

  • who says that you need money to get repeat customers

  • who says the customer is always right

  • why arent you using freebies to get more customers

  • why are customers so indecisive

  • why a collection agency is your small businesss best friend

  • why bother with customer centricity

  • why communication skills dont work in customer service

  • why conducting a customer survey could double your profits

  • why hasnt customer service improved despite the profusion of databases and technology

  • why providing excellence in customer service is essential to every business

  • why public relations doesnt just happen

  • why small business must turn to pr

  • why you must build a customer list to prosper

  • winning customers over the phone

  • 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