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Informative Articles

How Any Small Business Can Boost Profits Online - Even When ALL Your Customers Are Local
I talk to many local business owners here in my little hometown that tell me they want a website. When I ask why, they generally say something like, "Well, I just think we need one. Most businesses have them now." But realistically, if you operate...
How to Keep Customers
How to Keep Customers Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London. The question I...
Residual Income -- Making Money while You Sleep
What exactly is Residual Income? "Residual income is the reason that MLM business opportunities can be so lucrative. It's the reason why as many as 10% of new millionaires made their money in MLM... and who knows how many settled for just ...
This Job Would Be Great - Except For Those Damn Customers!
We all know customers are not always right – in fact – often they’re completely wrong. But if we allow our customers’ “shortcomings” to be the focus of our employees’ attentions we’re destined to fail. The inclination to complain about a customer...
Whatever Happened To Customer 'Service'?
Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively...
 
Where Are The Delighted Customers?

WHERE ARE THE DELIGHTED CUSTOMERS?

QUESTION

If every company wants to delight its customers, then how come we don't spend most of our ‘customer days’ delighted?

THE EMPEROR'S NEW CLOTHES?

The so-called new economy and most new business have been built around a specific promise. This promise is that the 'customer is in charge’. The reality is that customer service has reached the pits. Call centres in the depths of the countryside leave us hanging on while we listen to more piped music.

As customers we feel betrayed. It seems remarkable that an entire business philosophy, a mantra chanted across the modern world is so obviously without substance. Many banks, universities, shops, restaurants, builders' merchants, and software companies patently fail to deliver. The customer is not king. The customer is left waiting to be heard (again!).

To reflect on what has happened, one of the promises of the new economy evangelists was that the customer would finally be in charge. We weren't supposed to need to call the customer care department because everything would be right first time!

The reality is somewhat different. How often does the call centre tell you 'We are experiencing higher than usual call volumes' or 'all our customer service operatives are currently


busy' or ‘you are in a queue’? This first statement is almost always followed by the second (incongruous) comment, 'We value you your call'.

Basically, the new economy was meant to make service better, quicker and more effective for customers. At the same time it was meant to make it easier and cheaper for the companies. So much for the theory.

Companies are starting to wake up to the fact that the customer is actually very angry with them. Customer service ratings are a nonsense - the average score is always 'above average'.

Most customers do not feel 'in charge'. So, see what happens if you do put them in charge…

About The Author

Robert Craven - author of business best-sellers ‘Kick-Start Your Business’ and ‘Customer Is King’ (foreword by Sir Richard Branson)... ‘one of the UK’s leading marketing specialists’... the ‘entrepreneurship guru’. He runs The Directors’ Centre (http://www.thedc.co.uk), helping growing businesses to grow.

rc@thedc.co.uk

http://www.thedc.co.uk

http://www.kick-starters.com

rc@thedc.co.uk

 

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 ...
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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
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.
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
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: ...
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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 ...
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