|
|
| www.1001TopWords.com |
|
|
Customer Service Information
More Articles from Customer Service Information: |
|
|
|
RELATED ARTICLES
Passing the After-Sales Test Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. Alongside the fruit and vegetables, meat and tinned foods they sold refrigerators that they had purchased at very low cost from an eastern European company (these were the days when East and West Europe rarely traded with each other).These fridges were very cheap ? and they worked! The retailer passed on much of this low cost to grateful customers who purchased them in great numbers.What the retailer didn't consider was that fridges ? unlike tins of beans ? occasionally need spare parts. They sometimes breakdown or are damaged. What the retailer forgot was AFTER SALES.It was entirely understandable the customers would make the assumption that the retailer would have this in hand. Trouble is, they didn't. The parts - and the engineers who knew who to fit them - were in Poland. So, to many customers, what seemed like a bargain turned out to be a problem. This retailer is now very successfully selling non-food goods alongside food products and I am sure they did the decent thing by refunding their disgruntled fridge customers of many years ago.Not all companies are so good with their customers. Some will sell products as a one-off transaction and will not be interested in what happens from the moment the product has been sold. "We don't do repairs and we don't sell spare parts. Contact the manufacturer." This is not a lot of good if you live in the U.S. and the manufacturer is in Shanghai, for example.Of course, some products and are not designed to be repaired or refurbished. The manufacturers simply expect them to be thrown away at the end of their life, even if that life is relatively short. An example is the microwave oven. Who fixes yours? Nobody, I suspect. They are usually repairable, but rarely is one ever repaired. No, they just end up in landfill alongside many other goods that are also thrown away rather than "made good". No wonder many countries around the world are introducing legislation to limit the extent to which such goods can be tossed away so casually.So, next time you are considering a purchase, especially the purchase of an expensive product or a mechanical product, consider the following tests:1. Is it built to last?2. Does it come with a guarantee?3. Is there evidence of the product's durability?4. Is it designed to be repaired?5. Are spare parts available?Remember also, that repair is better for the environment than replacement. Of course, old products do need to be replaced eventually, but why replace prematurely just because you have purchased a product that failed the tests above?One group of products that pass these tests with flying colors is Insect-o-Cutor Fly Killers. Have a look at www.flykiller.net and you will see them there.Let's put them to the above tests:1. Insectocutor Fly Killers are made of steel. Their solid construction is one of their best selling points.2. They come with a 5-year guarantee3. Go to any restaurant or commercial kitchen and you will see Insectocutor fly killers that have been there for 20 years ? and still going strong!4. Insectocutor fly killers are constructed in a logical way making repairs straightforward. Insectocutor also provides support for repairs.5. Insect-o-Cutor sells a range of spare parts for all of their fly killers ? even for models that are no longer in production. And their best UK distributor, Arkay Hygiene ? at www.eeeee.co.uk - is always happy to provide these spares as well as replacement u.v. lamps and glueboardsAfter sales is just as much about the customer as it is about the product. Making a sale is not the end, it is just the beginning. Insect-o-cutor is a good example of a company that demonstrates its concern for it customers through the long-term support offered for its range of products. Just think on that one when you are next down the municipal dump with your broken down microwave! Increase in Customer Sales = Increase in Customer Service One of the most popular questions asked in online business forums or even by my customers and subscribers is this : Call Center Services - An Ever Increasing Demand Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. Nowadays, a client will normally expect to be able to contact a company representative more or less twenty-four hours a day, seven days a week, either by phone, fax or email. Clients expect a quick response and courteous, efficient service regardless of how the communication is carried out. Though the technology to support this level of service is readily available, it can be a challenge for call centers to keep up with. Moreover, the quality and scope of outgoing calls remains important, as global competition for clients is fiercer than ever. Caring for Your Customers You probably think I am going to say something like, "The customer is always right." Right?? Wrong. Service Equals Performance Equals Service Service can be described as a "performance" of some kind involving two parties whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor.When I looked it up in Webster's, there it was #11 out of 31 definitions. The payment part was not included, but the key word mentioned was "performance." Renewing Customer Loyalty Every business loses customers, but not many do much about getting them back. And that is a big mistake. Studies show that the average business looses 20 percent of its customer base each year. Doesnt Anybody Work Here? Nametags Impact Employee Communication Walmart was the first business to require all its employees to wear nametags. (There's a surprise!) Sam Walton created this initiative because he wanted his customers to "get to know the people they bought from." The History of CRM -- Moving Beyond the Customer Database Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons. First among these was that it was simply so difficult and expensive to track and keep the high volume of records needed accurately and constantly update them. Customer Neglect What have you done for your existing customers lately? Probably not much, if you are like most businesses. Customer Service: Stop Sabotaging Your Customer Relationships If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions." Customer Service For Huge Profits Customer service is the most vital asset for Businesseither it is online or offline. It's the critical factorwhich determines if your business has a future or not.There are two vital components to every interaction youhave with a customer Under Promise & Over Perform: The Art of Managing Customer Expectations I'll always feel warmly about Conrad's restaurant, in Glendale, California. Customer Conversion Mistakes That Will Cost You The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue. The Sellers Creed I will not make sales. I will make Customers. Customer Service Is Dying - and Im Not Feeling So Good Myself 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." Five Ways To Wow Your Client Running a business is about providing goods and services to human beings. Their experience with you can make the difference between a good day, a terrible day, a nothing-special day, and a "WOW" day for them! Wouldn't you like to be the reason a client's day changes from boring to "WOW?" The Number 1 Rule for Businesses - Be Professional Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen. 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. Become a Customer Enthusiasm-Guru! One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper, service provider and sales-manager, their most important title is Customer-Enthusiasm Guru. Invalid Excuses for Poor Business Results - The Weather Note to Kmart: It wasn't about the weather
|
| © Athifea Distribution LLC - 2013 |