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Casual Articles - From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Business coaching can be very helpful in streamlining business processes, harnessing business potential, and increasing profitability. However, these can only be achieved by using the right kind of business coaching that is cost effective and does not hinder the day-to-day functioning of the business. Before selecting a business-coaching course, it is important that you spare some time for learning about the coaching facilitators, their experience, their areas of expertise, their educational qualifications and the type of coaching they are willing to provide.Although organizations such as the International Coaching Federation (ICF) do accredit commercial coaching companies, the fact is that most of these large associations are guided by their own private business agendas that concentrate on adding more and more members to their da
Equally important is the post-sale service experience, especially in today’s environment filled with technically complex products and services. This trend is likely to continue as technological complex
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new clients coming in.Customer Service is about that ultimate contact between people. It's about a potential or existing customer/client walking away with the intent of buying your product either for the first time or again. Employees make countless decisions every day that directly or indirectly affect customers and strengthen or weaken your company's reputation and bottom line.Forging lasting relationships with customers leads to long-term loyalty and referrals. The bottom line is that excellent customer ser
Today, improving customer service is a top priority in organizations worldwide. As a result, company leaders spend hundreds of millions of dollars annually training their employees how to provide exceptional customer service. Unfortunately, the effort is not paying off. Even with such vast resources being spent on this simple and obvious problem, few companies achieve outstanding results. And as their customer service levels plummet, dissatisfied customers take their business elsewhere and company profits suffer. Is there any improvement in sight?
The Importance of Customer Service
Purchasing virtually any goods or services is a process whereby the customer moves from interest to desire to decision. During that process, one of the primary determinants as to whether the customer completes the purchase, as well as his or her level of satisfaction in the sales process, is the attitude of the sales employee. Interestingly, the customer’s attitude frequently reflects that of the salesperson. Thus, an employee attempting to close the sale will generally find it much easier to do so if he or she gives the customer a positive attitude and friendly disposition to respond to.
Equally important is the post-sale service experience, especially in today’s environment filled with technically complex products and services. This trend is likely to continue as technological complexi
Have you ever called a company and been greeted with the phrase “Hold, please”? How do they know you can hold? They don’t even know who you are. Maybe you can’t hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire. Then you finally get someone on the phone, only to be told, “I can’t actually help you; I’m just paid to apologize, and I’m really sorry about that.”Being frustrated by a lack of customer service is nothing new. It just seems that in the last few years, companies have become more innovative when it comes to not helping you solve your problems. I recently asked a hotel employee to help me with my luggage. He told me to hold on and he would have someone look into it. I thought, “Hey, you’re someone—why can’t you look into it?” I realize that we are as busy as we have ever been, and tha
Today, improving customer service is a top priority in organizations worldwide. As a result, company leaders spend hundreds of millions of dollars annually training their employees how to provide exceptional customer service. Unfortunately, the effort is not paying off. Even with such vast resources being spent on this simple and obvious problem, few companies achieve outstanding results. And as their customer service levels plummet, dissatisfied customers take their business elsewhere and company profits suffer. Is there any improvement in sight?
The Importance of Customer Service
Purchasing virtually any goods or services is a process whereby the customer moves from interest to desire to decision. During that process, one of the primary determinants as to whether the customer completes the purchase, as well as his or her level of satisfaction in the sales process, is the attitude of the sales employee. Interestingly, the customer’s attitude frequently reflects that of the salesperson. Thus, an employee attempting to close the sale will generally find it much easier to do so if he or she gives the customer a positive attitude and friendly disposition to respond to.
Equally important is the post-sale service experience, especially in today’s environment filled with technically complex products and services. This trend is likely to continue as technological complex
There is a memorable scene in the film, “In The Heat of The Night,” when Sidney Poitier’s character is tired of the guff he’s getting from his colleague, the Sheriff, portrayed by Rod Steiger.To end the condescension, Poitier says: “Call me MISTER Tibbs!”I can relate, as a customer, when I’m speaking to a CSR who has taken the liberty of using my first name, without permission.I don’t know where or when the change happened in our society, “empowering” CSR’s, and others we meet in business, to be so familiar, so soon. In fact, when I grew up, I was taught to use a formal title when:(1) Dealing with adults, and people of a more mature age;(2) Dealing with people who have formal titles, or who are acting in a formal capacity; such as doctors, coaches, teachers, and the like;(3) With customers; andny leaders spend hundreds of millions of dollars annually training their employees how to provide exceptional customer service. Unfortunately, the effort is not paying off. Even with such vast resources being spent on this simple and obvious problem, few companies achieve outstanding results. And as their customer service levels plummet, dissatisfied customers take their business elsewhere and company profits suffer. Is there any improvement in sight?
The Importance of Customer Service
Purchasing virtually any goods or services is a process whereby the customer moves from interest to desire to decision. During that process, one of the primary determinants as to whether the customer completes the purchase, as well as his or her level of satisfaction in the sales process, is the attitude of the sales employee. Interestingly, the customer’s attitude frequently reflects that of the salesperson. Thus, an employee attempting to close the sale will generally find it much easier to do so if he or she gives the customer a positive attitude and friendly disposition to respond to.
Equally important is the post-sale service experience, especially in today’s environment filled with technically complex products and services. This trend is likely to continue as technological complex
Chachkas (sp)…Freebies…Giveaways. Through the years, promotional items have taken on many names…most not very complimentary. We’ve all been on the receiving end of promotional items, and typically our overall impression is synonymous with throw away, little or no value, worthless, not an essential business tool. If you’re on the giving end, certainly this is not the desired response. Time and money have been spent with the ultimate goal of promoting your product and raising awareness of your brand.Let’s use a few other terms. This time I’ll pick words that are synonymous with business in the 21st Century. How about runaway competition; skeptical, hard to reach audiences; slow growth; and low price focus? This second set of terms should shed a new light on the use of promotional items as part of an overall branding strategy.<
The Importance of Customer Service
Purchasing virtually any goods or services is a process whereby the customer moves from interest to desire to decision. During that process, one of the primary determinants as to whether the customer completes the purchase, as well as his or her level of satisfaction in the sales process, is the attitude of the sales employee. Interestingly, the customer’s attitude frequently reflects that of the salesperson. Thus, an employee attempting to close the sale will generally find it much easier to do so if he or she gives the customer a positive attitude and friendly disposition to respond to.
Equally important is the post-sale service experience, especially in today’s environment filled with technically complex products and services. This trend is likely to continue as technological complex
A stakeholder is a person who has a legitimate interest in a company or organisation. Stakeholders are usually effected by company's decisions and changes. Stakeholders influence decisions made by company's for example, customers could recommend products and the business would take action accordingly. Some Stakeholders such as Shareholders have a share in the company and would be interested in performance of the company to get a good return on there investment.Examples of Stakeholderso Managing Director - The Managing director or a company or a organisation would be interested in how the business performs.o Employees - A employee would be interested in how well the company is running, they would want to know if the company was successful or not, if the company was not performing the employee could lose there
Equally important is the post-sale service experience, especially in today’s environment filled with technically complex products and services. This trend is likely to continue as technological complexity increases and as our population continues to age. According to the U.S. Census Bureau, by the year 2005 there will be 85 million Americans over age 50, and they will have cumulative purchasing power of $900 billion annually. The combination of technical complexity and the aging population will result in an increased proportion of sales transactions requiring post-sale customer service on a periodic or continuing basis.
Given the customer service problems we face today, coupled with the growing demand for increased levels of pre- and post-sale customer service, we need to begin thinking much more seriously about how our organizations will rise to meet these growing market demands. Adding to this problem will be the demographic reality of a shrinking pool of available younger workers to fill these customer service openings, which frequently are entry-level positions. The following practical steps can help your company stay ahead of this trend so you can meet tomorrow’s customer service needs today.
1. Hire happy people. In our haste to find a “warm body” to fill a vacant position, we frequently miss some of the most obvious indicators of a person’s likely success or failure. People who are open, approachable, and generally happy are far more likely to respond in a positive manner to our customers’ needs. Prospective employees who act guarded or excessively shy, or who show evidence of having a “cold fish” personality during the interview process, probably are not good hires at the outset.
2. Train your people thoroughly. When employees thoroughly understand the organization they represent, as well as its policies, products, and services, they are far more likely to interact positively with cu
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