|
|
|
Are You In The Right Online Business?
Did you select the right online business to pursue? People that are struggling find it difficult to admit they are possibly in the wrong business. Fortunately for everyone, many bad decisions can be corrected if recognized early enough. This...
Business areas that put a high price on Customer retention
Customer retention is nowadays on of the most important areas of
customer strategy because of the continuous rising of the
customer acquisition costs. Companies that have placed great
efforts and money on customer retention are the mobile...
Fanatical Customer Service And A Large Collection Can Skyrocket Your Sunglasses Business
Retail sunglasses business can be very rewarding. However you have to understand some key points to make it big in this industry. The following ideas can point you to some useful strategies to boost your business.
1. The sunglasses styles and...
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...
Winning Customers Over the Phone
Do you sometimes wonder where your customers have gone? In a
study by the International Customer Research Institute,
individuals gave the following reasons for becoming "non-repeat"
customers:
* 1 percent died (makes you wonder how they...
|
|
| |
|
|
|
|
|
|
When Customers Complain
You probably won't have been in business too long before you get
your first complaint. It just can't help but happen: low-end
customers pay nothing and expect the Earth, while high-end ones
pay a lot but expect an inhuman effort in return. You just can't
please all of the people all of the time, even if you run
yourself ragged trying -- there will always be someone who's not
happy with what you've done. So what can you do about it?
Don't Be Rude or Dismissive.
The customer's complaint might seem stupid to you, or even
insulting -- but that doesn't mean that you can respond in kind.
You must treat every customer complaint seriously, and always
act as if it is 100% your fault that things weren't to their
satisfaction.
Remember that every unhappy customer will talk about their
experience to your potential customers (research varies, but
some say that they might tell as many as 20). Those potential
customers won't get to hear your side of the story. Going the
extra mile to keep unreasonable customers happy is, above all
else, a defensive technique to prevent them from damaging your
business. Don't be scared of complaints: you should, instead, be
actively soliciting them, to give you a chance to put things
right before they tell anyone.
Write a Letter of Apology.
People will really appreciate the effort you've gone to if you
take the time to write them a formal letter of apology, and say
that you're sorry things weren't to their satisfaction and you
appreciate them taking the time to tell you so that you can
improve. For example:
'Dear Sir,
It has come to my attention that you weren't happy with the
service you received from my company in respect of the delivery
of items to your home. We have now contacted our delivery
service and fixed the issue, although I understand that this
came too late to avoid inconveniencing you.
I would like to sincerely apologise to you for the bad
experience you have had with my company, and hope that this will
not harm our chances of doing business together again in the
future.'
Make sure you sign the letter yourself, in pen. People hate
seeing letters with printed signatures
on.
Offer a Partial Refund.
The closing part of your letter should offer a refund of as much
as you can afford to give -- in this scenario, for example,
where there was a problem with delivery, you should offer to
refund the full cost of delivery, plus a little extra to cover
the inconvenience.
In this way, you can turn your dissatisfied customers into some
of your most satisfied ones. They will tell everyone they know
that there was a small problem that wasn't your fault, and they
probably complained too harshly, but you handled it courteously
and sent them a refund.
Having people know that you respond well to complaints is some
of the best word-of-mouth marketing you can get. What's more,
that customer you treated well is surprisingly likely to come
back and do business with you again -- although, of course,
they'll be very annoyed if things don't go well the second time
either.
Do Some Complaining Yourself.
A large amount of the time, when a customer complains about
something, it wasn't caused by you -- it was some kind of
problem with your supplier, or someone else you rely on. Of
course the customer didn't know this, but you do, and you need
to do something about them. Write them a letter of complaint,
like the following:
'Dear Sir or Madam,
Due to your service being unavailable this week, I have received
the attached customer complaints. I hope you will understand
that I am very displeased, and I am currently considering
alternative suppliers.'
With this letter, enclose a copy of every customer complaint you
got thanks to them. Your supplier will often be eager enough to
keep you on as a customer that they will offer some kind of
compensation package -- which you can then pass on to your
customers, or use to cover the cost of refunds you have already
given them.
About the author:
James Calvin will show you how to market your product to the
World using the only REAL techniques that make the Internet pay
off. Go to http://www.MillionaireMarketingManual.com NOW. You
may freely distribute or publish the above article as long as
this bio and an active hyperlink are accompanied with it.
|
|
|
|
|
| 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 |
|
|