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Are you driving customers away from your website?
As a business owner you know the importance of marketing your products. Some companies go to great efforts to brand their business image in various forms of media. Newspaper, radio and television are a few of the old standards. Now we are in the...
Customer Service - why some people just shouldn't own shops
I had a call last week from a friend of mine who is an advertising agent and copywriter. He gave me a referral to the owner of a franchised coffee shop who had called him seeking help with advertising and marketing. My friend said that he thought...
Leave Your “Buts” Behind for Great Customer Service
How many times have you heard something similar to this in a customer service situation? Customer: “Why don’t you just do it this way, and it will take care of the situation.” Customer Service Person: “I understand what you are saying, but we can...
Make An Action Plan To Improve Customer Service
Customer Service is a critical factor for keeping your clients coming back and ensuring they’ll refer you to others. Growing your business will be a difficult task at best if you don’t perform, meet and exceed your client’s expectations, and provide...
Use Forums To Improve Customer Relationship Management
Forums are great for learning, sharing of ideas, and generally masterminding with peers, but give some thought to the impact they can have on your lead generation efforts, as well as on your customer relationship management activities. Joining an...
 
No Customer Left Behind

As more companies make the jump to cyberspace every week and
billions of dollars flow across the Internet, nobody can
deny that ecommerce plays a significant roll in business
today.

However, as the aisles of your local online shopping site
get more crowded, the tendency for customer service issues
and contact to fall through the cracks increases
dramatically.

The main problem for any site revolves around the fact that
email as a means of communication has become unreliable over
the last couple of years.

Spam (unsolicited commercial email) lies at the heart of the
problem since it clogs the email boxes of both the company
and the customer.

In an attempt to stem the tide of spam, email gets filtered,
lost, or deleted on both sides, often leading to hard
feelings as customers think their emails have been ignored
when actually they've never been received.

As a result, many companies, large and small, have started
using "help desk" software to manage their customer
communication.

Gone are the days of just emailing for support and getting a
simple reply back from a live human being on the other end.

Spam makes it impossible for a company of any size to
operate with email-only support.

A help desk makes it possible not only to maintain a "chain"
of communication, but also avoids messages disappearing into
cyberspace.

Help desk solutions run the range from free to several
thousands of dollars for a custom program.

Two very workable and reasonably priced solutions are
Kayako.com and Perldesk.com.

(You can also do a search in Google for "free help desk
software" if you don't want to spend any money.)

Both offer the choice of installing the software on your own
server, or paying a monthly fee to get a copy of the
software installed and maintained on the provider's server.

Which option you choose depends on your level of technical
ability, level of customization needed, and how much support
you'll need over time.

I suggest starting out with the hosted version until you get
the hang of


the system, then switch over to a version on
your own server to avoid the monthly charges.

An online help desk operates fairly simply.

A customer submits a ticket through a form on your website,
the customer support staff (even if it's a staff of one)
responds to the ticket through the website, and all
communication gets posted on a private web page.

Both Kayako and Perldesk enable customers to search a
"knowledgebase" or collection of articles to try solving
their problems on their own (especially during non-business
hours), thus frequently eliminating the need to get a live
response.

Anyone who does business online should consider installing a
help desk solution from the start rather than putting it off
until the future.

Get your customers conditioned to operating with a ticket
system rather than switching on them in mid-stream once your
business gets too busy to handle support via email.

Here are a couple of other tips to help you.

Designate one person to act as the "sorter" answering the
basic issues, then referring off the ones they can't answer
to other staff members.

Also, post your help desk hours and stick to them.

Answer questions the same day if possible, but no later than
the next business day.

--
Jim Edwards is a syndicated newspaper columnist and the
creator of an amazing course that will teach you step-by-
step and click-by-click how to finally create your own
money-making mini-sites...

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Your OWN Moneymaking 'Mini' Websites... Without Being a
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About the Author

Jim Edwards is a syndicated newspaper columnist and the
creator of an amazing course that will teach you step-by-
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http://www.the-easy-way.com/msc.html

 

Customer Service Group: Resources for improved customer service ...
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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
 
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Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image.
www.proedgeskills.com
 
Customer Service
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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 ...
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  • 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