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Informative Articles

Customer Focus - Just 5 Simple Things You Need to Think About
In all the businesses we conduct, there are customers. And they are the life-blood to us. It's TRUE! Despite all the million and one things we are doing - we've got to have paying customers! Nevertheless, just five things will dictate success or...
Customer Service Training Tips
Good customer service is the best way to keep customers coming back to your business. super stores that have hundreds of employee's, these companies do not give their workers enough incentive to be customer friendly, and they don't seem to insist...
Getting And Keeping Customers
This is why you have a site in the first place, right? The idea is to make money, to get customers and keep them. There are some things you are going to have to do to accomplish this. Take a good, hard look at your website. Are there pictures of...
Home Business -Establishing Yourself as an Expert in the Eyes of Your Customers.
The most important aspect of a successful business is developing the correct mindset toward your customers. And this is not the over used phrase The customer is always right. Actually the correct mindset we are referring to here is to always think...
Who Comes First - The Customer or Employee?
The commonly held view that the customer comes first is worth a close look. Think about the last time you received less than satisfactory customer service. What caused it? Probably an employee! Either directly, bad manners and a "don't...
 
How to Handle Irate Customers

Customer service would be one of the most difficult positions in a company mainly because the majority of people miss the point of it. You see the definition of customer service is servicing customers. Normally, when a client calls your hotline or helpdesk, they want clarification on a matter that wasn't clearly explained before purchase, or let you know that the product they bought is faulty, or find a way to solve their problem.

The majority of people call a helpdesk in the hopes of getting their problem resolved quickly. Having competent people at your helpdesk to solve these problems makes a huge difference in how well your customers are handled. Most people don't like to complain and hope their issue will get solved promptly.

When you get aggressive customers, it is easy to become defensive. A great customer service officer will react with empathy to this situation and will investigate further with the customer of how things have escalated this far. While some people are aggressive thinking that their matter will be solve faster that way, others become aggressive as a result of a bad experience either from your company or another company's hotline.

When dealing with a 'difficult' customer make sure you:

1. Stay calm and polite.

2. Take notes of what the complaint is about.

3. Actively listen to the customer by saying "yes", "I see", and "I understand".

4. When the customer has finished explaining his/herself, go through your notes with him/her to verify if you understood him/her correctly.

5. When both your customer and yourself have been through the notes, explain to him/her what is going to happen next and how your company goes about dealing with complaints. For example, you can tell him that this matter will be taken to the manager and issues


are usually resolved in 24 hours.

6. Take responsibility. Follow up on the issue with whom ever you passed it on before the 24-hour deadline expires and make sure it has been resolved. If it hasn't make a point to call your customer and let him/her know that it is taking a bit longer then expected but that you haven't forgotten about his/her issue. That will keep the customer happy because he/she realises that his/her issue matters and that someone cares about getting it resolved. This customer will not only come back but will most likely refer other people to your business.

7. Alternately, if your business were lucky enough to have a good helpdesk software, these cases would be easier to follow up with. For example, the first level of response would take the call and type in the complaint. If the issue isn't resolved within the normal deadline, it is escalated to the next level - a manager. This second level should be able to solve the complaint and get back to the customer is due time.

Basically, customer service should be perceived as an opportunity to go beyond your clients' expectations and make sure that they are completely satisfied with your products and/or services. Make it a positive experience for everyone - your customers and your staff, by implementing processes that insure issues are resolved in a timely matter and that the details of each issues are readily available in a database that all your staff have access to.

About the author:

Paul Smith is the manager of Auratech Software, a company that specialises in Help Desk Software to help businesses with their customer support. If you would like to read more articles on improving your support or would like to check out Auratech's range of Help Desk Software, please visit: http://www.helpdesk-support.com/better-support.htm

 

Customer Service Group: Resources for improved customer service ...
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Customer Service Training Customer Service Skills Training Service
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ICS: Institute of Customer Service
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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 ...
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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.
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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
 
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. ...
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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 ...
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Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image.
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Customer Service
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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.
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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 ...
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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
 
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 ...
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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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Customer Service – 8 Rules For Good Customer Service
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  • 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