Customer Service Information

How To Handle Customer Billing Snafus


Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This client has been difficult in the past, so I'd rather not deal with him until I absolutely have to. My partner, on the other hand, thinks we should call the client and let him know what's going on before sending the bill. What do you think?-- Louis K.

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service


Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and was taken to one of those "You would have to be crazy to pass up this business opportunity" sites. You know, the kind with great testimonials and it seems too good to be true possible outcomes. All it takes is a few hours a day and you can be pulling in thousands of dollars! Wow, sounds great. Of course there was no mention of what the business actually is.

One of the Secrets of a Great Customer Experience


A few weeks ago we conducted our annual ?Customer Experience Study Tour? in London England. This is where we take delegates to visit a number of leading Customer Experience companies for a behind-the-scenes look at how they approach the task of building a great Customer Experience. Companies include Prêt-a-manger, Virgin Atlantic, Mandarin Oriental Hyde Park, Dell Computers, T-Mobile, Lexus Cars, AOL and Microsoft. As we travelled around these companies on the luxury coach, I pondered what the common traits are of companies who provide a great Customer Experience. Undoubtedly one of these traits is ?attention to detail?.

Are You A Coward? I Was


Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast becoming the tool of the coward. At Beyond Philosophy we worked with a client a while ago whose account managers and sales teams never used to speak to anyone! They just used to send emails. If the customer called in they were greeted by answerphones which were kept on all day. You see the sales teams were all busy doing ?real? work. The customers were just interrupting them. Surely this must be the height of ?inside out? behaviour.

Customer No Service - How to Lose a Loyal Customer!


So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas. The one with the free samples, the wine tasting and cooking courses. Yeah, that one.

Your Career Plan--Think Like A CEO


You?ve been going 6-to-late; exhausted by running the supersonic treadmill of life and wish you had a different job. But you can?t because you have no time and you?re left spent at the end of every day. Conversely, you?re gut tells you that everything would be different if you could only find the right career match. You could stop hitting the snooze button every morning and get back into enjoying the game of life.

Cheap To Keep


You've heard it all before when it comes to stats about customer retention. Acquiring a customer costs five to 10 times more than retaining one. Repeat customers spend, on average, 67 percent more. After 10 purchases a customer has referred as many as seven other people.

What You Need to Know About CRM


1. It?s all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the core of CRM. CRM programs need to be designed to appeal to the business? customers. The best Call Centers are the ones which customers find easy to navigate. The best CRM vendors have the customer satisfaction in mind when designing their CRM applications.

Customer Feedback: Everyone has an Opinion - USE IT!


Have you ever been in a department store and known exactly what you were looking for but couldn?t locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ?s navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else.

4 Tips Toward Overcoming Bad Customer Service


Customer service is the pits, you say. You are not alone. One of the biggest gripes from consumers today is the poor service they receive at the hand of service providers. You need not be victimized by lousy service nor do you have to move heaven and earth to get what you want. Let's take a look at four options you can take to get the results that you want and deserve!

And The Difference is... Attitude


I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, ?Hello Mr. Galler,? which shocked me further as I don?t have a clue how he knew my name ? obviously there was some way of identifying my car, and therefore me, at a distance. ?How was your trip; was everything OK with your car?? he inquired in a friendly, personal tone. ?Everything was fine I replied? ?Great ? I hope we?ll see you back soon. There is some bottled water in the cooler over there for you? he said as he directed me towards the shuttle bus to the terminal.

Adjustment DENIED


It?s just a simple thing ? I bought a new set of shelves for my office. It wasn?t a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box. The dents didn?t affect the way the shelves worked, but it did affect the way they looked. Normally, I might have overlooked the problem, and just used them anyway, but I felt I had paid full price for the shelves and deserved a discounted price, so I mentioned it to the store manager the next time I was in the store.

Automating Your Help Desk Workflow


Do you know you can open, answer, close and report help desk information without human intervention?

Add Value - And Kill Mediocrity in Customer Service


There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service


With all of the recent data theft in the financial sector, it is important to make sure that we don't go crazy trying to protect ourselves from risk. Risk management does have a value but this value lies mostly on the front end. Reactionary risk management almost always produces a point at where the value of protecting oneself or one's customers overshadows the product or service that you are offering. The majority of companies always go beyond this point, some thinking they can even sell it to the customer as a security measure and build their brand with it.

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