Keep Your Customers What You ve Got

Keep Your Customers What You ve Got Are probably much of your time looking for new clients or customers. However, it is certain that enough for what you have. One of the least expensive ways of growing your business is to get back to customers to buy more of your product or service.   How many customers have you lost this month? I am sure that is not something you want too, but it is inevitable that you lose customers and clients for a number of reasons, many of whom are with the control.I read a poll suggested some years ago to let customers of a company for four main reasons: 14% leave because he is not satisfied with the quality of the product or service, 9%, since the price of 5% for other reasons, to leave and leave a whacking great 72% to Because of "Supplier indifference. "Too many suppliers of the customer the impression that you do not take care of the customer. I have stayed in hotels, with banks and building societies and treated with suppliers that do not seem to care if we have to constantly go back or not.We our customers know that the care of them. We need to stay in touch, write and send this information to phone them repeatedly. If they are with us we need to ensure that we are warm and friendly tone, glad to hear from them, efficient and perhaps even himself as the sound and the fun we have to do business with. There is not much different than our personal relationships. You can tell us to keep people in our neighborhood, how much care and keep writing and by telephone, then we should not be surprised if we are to a day.Use logic and emotion to your clients. Give them the best products and services and great value for money. But remember always, doing your competitors more or less the same. The difference is determined by the mode of dealing with customers on an emotional level, both face to face, by telephone, by letter or email.I a new car bought from a local dealer a few years ago. I never heard of them. A dealer for the same brand car fifty kilometers away writes regularly for information on special offers. They send a regular newsletter and, from time to time, very kind "invitation. I my car soon realized that you are selling? About the Author   Lea how you can generate more sales without cold calling!   Alan Fair Weather is the author of "How to get more sales without sales" This book is full of practical things you can do to help? Customers who come to you.   Click here Source:

Customer Service Tips Your company a Leaky Bucket

Customer Service Tips Your company a Leaky Bucket Customer service and customer training are fundamental to any business.But, your company a leaky bucket? This is a question I always ask for my small business marketing seminars.The reason I ask, because many companies are so focused on attracting new customers forget to maintain good customer service to their existing clients.Many are unable to identify quickly their customers profitable are.In the leaky bucket example, we have two companies in the same sector. Both companies make 10 percent of new customers every year. Not a bad effort given the increasingly crowded and competitive industry operating in.Business a number 95 percent have a retention rate and a 5 percent slip, the number two, while 90 percent had a rate of retention and 10 percent of lost customers. Not bad numbers, but after 14 years the number of a company has improved in terms of size and number two, has remained the same size.This can only push, because it suffers from? loses bucket "with too many customers slip through the holes in the bottom of bucket.Much this is due to poor customer service. And do not even know! For example, research shows a typical company does not hear about 96 percent of dissatisfied Customers.For every complaint there are 26 others with the same problem, and the average person with a problem says more than 9 or 10. One hundred thirteen say that more than 20 people.So cold hard reality of the poor clients service.But Not everything is negative. If the complaints are resolved to say to these people, 5 people, and usually is a positive example message.For, it is more likely to complain to do with this company again in comparison to not complain, and this percentage rises to 95 percent of a client if the complaint with quickly.Everyone makes mistakes is the key to lea from these mistakes and to act quickly and you still have your loyal customers happy customers.Keeping fill the holes in your bucket and loses lead to a fruitful and successful business. Thomas Murrell MBA CSP is an inteational business speaker, consultant and award-winning broadcaster. Media motivation is his regular electronic magazine read 7,000 professionals in 15 different countries.You can visit Thomas can be contacted directly at +6189388 6888 and is to speak your conference, seminar or event. Visit Tom's blog at

Customer Service The Ins and Outs

Customer Service The Ins and Outs Customer service is the major topic of discussion wherever you are! This is customer service and how they are treated by society world.When in customer service for many years, you lea and it is expected that in a certain way, and we expect a better service that is not always the case. Your daily tasks will deal with nice people and yes, unfortunately, a lot of people angry. You must be a good listener and very patient to survive. You must believe that you would like to be treated equally others.I time for an insurance company with angry customers on a daily basis. Is this possible? T take personally when disturbed by something, and take the first person in the name, ie. Them. They want   heard and they want their questions, they want to say that someone can respond. This is a good listener, and the time to listen and try to understand them, to take the time to explain and clarify the conces they may have. If you have to listen and to disrupt their mouth, but also calm when they do, they are ready to listen to you. You must be aware that you should help the problem as soon as possible.Good is now difficult to find a good service and do it. If you have "bad service" will be quicker to share your bad experiences with all of your friends. It is said that 10 people, and people say, another 10 people? Next thing some people know the "bad service you received.   Customer service is also inteally in the office when you deal with other departments within your company. It is necessary to ensure that there are problems with the interior promptly.In various places from time to time to find a manager / team leader / supervisor you need to coach the team, dealing with different situations, the better your team is better service   Offer. The teams need to lea about the products of society, in order to be able to provide accurate information about the adoption of a customer service client.When sure fits your personality, you have to be patient and knowledge of product you sell or   servicing.Sandra Valente is the Director of Customer Service TradePals, a B2B Web site directory of professionals and entrepreneurs who have helped to create.

Customer Service Hell

Customer Service Hell When I made reference to customers of a large company can not make a big groan. The dreaded customer service is often a clearinghouse for questions and complaints. It is a typical phone conversation I had with one of these services: Ring ring. Recorded message: "Sorry, but all our representatives   I am busy right now. To be held in a queue ...." you know the rest. Mozart   Jupiter Symphony. The "that took place in the queue" message and many of Mozart cycle   sometimes spend 2 minutes, then 3, 4, until, after 6 minutes, a female voice says: "Thank you for calling customer service. What's your score   Number? . Now what kind of state is called a classic at this point   Over time? I refer to what is expected to rise for the final score of a   Line 6 minutes. File your nails? Read the newspaper? We are all   Several. Some of us accept these things calmly and wait. Other building   A head of steam. A small puff of steam after a few minutes tus into a sauna   At 4 minutes and a hell for 6 minutes. I am in the latter camp.So from my original question has now taken second place as the object of my life   that is wasted in this way.Me: I file a complaint ....   Customer Service [Interrupts]: What is your customer number, sir   Me: I had to wait in line for 6 minutes and I would like to complain   About   Customer Service: I'm sorry, sir. What is your customer number? Now I am more outraged, because I can say that this person is not feeling   All. I feel the pain? She does not know me. I am just a number for your   and she is more interested in this problem, even knowing my name. It   would be natural for her to feel real pain for me. No, you say that is   We're sorry, but clearly is not. This is not a big problem, but   I remember that my head is starting to show some 'steam my ears and I   edgy.Me really: I want to repay the cost of this call. Because   I was waiting for so long?   Customer Service: We have employed   Me: But why should that be my problem?   Customer Service: We're a large company with many customers and   need to wait for their tuAnd which is another thing. The staff of customer service that I say what I have to   Not all the time. Leaving from me ... Me: If you are so successful, why not take more staff to meet   The phone?   Customer: I need your customer number to process your complaint.Now, the next bit is the coup, the murderess left word that most customers   Service staff in their tracks. And the word is: WHY.Me: Why?   [Pause] Customer Service: This is the procedure, sir.   Me: Well, that is not my order.   Customer Service: I'm sorry sir, but I can not ....   Me: [Interrupts]: Who is responsible for the procedure for writing?   Customer: I can not tell you that information, sir.   Me: I want to talk to your boss.   Customer Service: My head is busy at this time. You can call later   Me: Please leave a message with your boss to call me ....   Customer service: You need to call the United States, we sir.Here .... Me: WHY '?   Customer service: We are not an outgoing call, sir.   Me: Why?   Customer Service: I'm finishing this call, sir. Virtual Goodbye.The is a transcript of a conversation is real and   Many of which I had. I was, of course, getting nowhere. This situation can   And end the call. But why not do it with style? Do not be rude to the customer   Service representative. There is no doubt that you have on your level. Do not slam   Both the phone. No, in order to maintain their dignity and maintain   can escape the moral superiority of the customer into a hell for the fall   "Why" word several times. I ended the call by me   Why repeat the word. This equates to a team get to work on value   PI. N. compute.The disinclined to me is where many customers say they have   Answer the phone in time. They are deliberately trying to lose some of   customers to reduce the workload for customer service? Certain   obtain their will if they continue in this way. Moreover, many of these so-called   Places not to ring. This is unfair on customers. And why can not   make a complaint without the complainant through their   Administration of the machine? I do not think I answered the phone at the right time is clearly rude. I believe that   refusing to retu calls even rude. I believe that many centers, customer service   Places of rudeness. Then, try to avoid this type of business. It 'very   rare that the staff speaks very rude. In fact, I feel sympathy for them   because it is the system itself that creates the rudeness, not staff.Most center customer service requires that you have the most   Administration. Most of these require that the customer buys the progress. Most   require the customer to follow their procedures, although the   procedures may be subject to complaint.Just as a small suggestion that might at least begin to do things better, because   not the customer service person to start the conversation: "Hello my   Name ......, you can take your name? "and then spend the rest of the call   Referring to the caller by name. This is the tone for the rest of   the rude conversation.Who are these companies? In my experience tend to be larger   Companies. These companies see the customer support center as the loss of schools.   Some are trying to get their service centers to customers to sell products and add-on   Services to alleviate costs. Other centers perform a   money in order to minimize costs to the point where there are few customers   Services. Other both.I believe that a patte has emerged in recent years. Large companies that are   employing these practices a few years ago are not so great today. I am convinced   these practices, in a kind of pump each time you keep a brush with   Customer service is another straw in the glass. Finally, a   Competitor arrives. They treat you like a human being and a happy place   the last straw on the camel, which was unfortunate supplier.When his previous companies realize that customers are the source of their income   and must be treated with respect and honesty. When you go to lea the basic   ways, such as the common courtesy to answer the phone or retu a   Call? If you are in the business of stocks and shares, try this suggestion: make a   call to a small number of large companies and see that it is a human being   ... and to invest in them! The truth is that companies that respond to their clients and friends   With the winners of tomorrow. Take Arkay Hygiene. They treat their   Customers with respect. The same goes for the excellent staff   Insect-o-ri. These two companies do not put customers on hold and refuse to   Retu calls. Arkay Hygiene is the most successful of the UK wholesale   Insect Killers Fly or partner. Oh, and insect-o-meters are the most successful fly   Murderess manufacturer. Said.If enough that you want the best of the best, why not take a look at   more powerful Insectocutor fly killer design template. This is the IND61   Murderess of Insectocutor Moscow Arkay Hygiene

Improve Your Small Business Through 4 universal law Funnel

Improve Your Small Business Through 4 universal law Funnel Sewer Universal Law # 4? Every business needs of clients or customers. A plan of customer relationships is more loyal customers, and serves as a source referrals.W. Edwards Deming, considered the father of continuous quality improvement or say? Profit in business comes from repeat customers, customers that boast of their project or service and that bring friends with them. Deming truly understands the redirect Universal Law # 3 (and recognized the importance of loyal customers and referrals Universal Law # REDIRECT 4.Customer satisfaction is now a click away. The development of loyal customers, who can provide references and repeat businesses is a critical success factor for today's fast, technology, global market. A plan with the client that is in alignment with the strategic business plan, marketing plan and sales plan is implemented and monitored and could be one? not obvious "to any business. However, apart from my 20 years of experience reveals only opposite.A the recent study published by MOHR Access Ridgewood, New Jersey, my experience confirms today's customers continue to experience poor customer service , suggesting that the model of customer relationships is not working. The answer quoted by a number of trade buyers in the U.S. was? Not my department? closely followed by Yes? s not in the rack, you do not. I am sure that these stores are connected to the client, but it seems that the implementation of the plan is the purchase of many companies lacking.With expensive software to track customer relationships and training on how to use these tools, the problem seems to be 'leaing and skills, but rather the attitudes and habits. Michael Patrick, MOHR Access president said: "What is really required is that employees are committed to ... the best, even when no one looks or listen. • To reduce the gap between your relationship with the client and that the desired results as the owner or manager needs of businesses are looking for people to develop truly committed to their customers and recognize their role that goes beyond customer service. Unless, of course, you still want to do the same thing over and over again hoping for different results and are not interested in doubling its results.Copyright 2005 (c) Leanne Hoagland-Smith, MSThis article can be freely published. permission to publish this article electronically or on paper, provided that the subtitle is included with a live link, and the article is not modified in any way (grammatical corrections accepted). raddoppio If the results or performance is important to you, then visit to lea some secrets and tips. Registration for a free monthly newsletter. Please do not hesitate to contact Leanne at 219.759.5601. If you really do not think you can duplicate their results, read some case studies where individuals and businesses took the risk and experience unprecedented performance

Types of customers

Types of customers Is this possible? T satisfy everyone, but as a company your main task is to provide as many customers as possible, so that they again and again. If customers are not satisfied with the service you are, if it is one of three types of complainers: aggressive, passive or constructive.Aggressive complaining are the hardest to find and are often associated with their display of emotions as a de facto solution. Aggressive clients often scream, jump to conclusions, and demands or threats. Aggressive may complain of intimidation, but should be in a quiet way, unless the employee feels threatened, in which case you can call for help necessary.Passive complain are the most deadly of a successful company, as to all, but the actual business development. Since the company is not left to their mistakes, which may not be true, and the only thing I complain about a debtor is able to deprive the company of potential business.Constructive tion is an advantage for a company, because they create problems for the activity in a quiet rational manner. Constructive complaining of a society to see and understand a problem that allows them to be repaired. Construction companies tend to receive favorable solutions to their problems and the economy also benefits from the knowledge of the nature of his error ways.Whatever complain that may be, it is important to deal with all complaints with the utmost care, after all, the customer is essential for a society of life. How empathetic listener is an essential part of understanding and helping clients achieve the results they want. The fact that both parties should be part of feeling satisfied with the solution.Dermot Fitzpatrick is the owner of Fitz Solutions Inc. developed software that is powerful and easy to use software tools for the construction industry. These include estimating, project management, and labor costs. The development of customized software services are also offered.     Dermot@fitzsolutions.com

What changes in Customer Service Top 5 new customers who want

What changes in Customer Service Top 5 new customers who want We all know that good customer service is essential for economic growth and increase profitability. What many managers fail to realize, however, is that the rapid evolution of technology has also lead to rapid changes in the provision of quality customer service.In more bases than have all heard over and over again, there are five new areas of customer service that should be addressed to keep customers happy.What customers say? 1) In order to preserve my self-accompanist hell! Customers are increasingly frustrated and annoyed by having to go through a multitude of printing options and many buttons? it must be said that the service is only available through the company? the website. Worse is when the auto-attendant using speech recognition? but not t? recognize? voice.It yours? s understandable that companies want to reduce costs through the assistance and there is no doubt that these are valuable tools. Yet, people want to connect with people, they? Want to listen to a long list of messages? especially if they have a problem (and I is that face? usually begins the first call). To keep customers happy, here are some simple tips:? Always easy for customers to reach a human being.   ? Giving people the opportunity to voice or touch quickly.   ? If you use a self-help to limit the number of meals for two rounds of selection before the customer arrives to a human being.   ? If the customer has asked to enter information, the transfer of the profile, with the call.   ? If the answer has been called by a company is, and must transfer the call to another department, not to put the customer at a time when queue.Instead your service customers will be able to skip the front of the line and make them stay the call with the client until the next person who has collected. Once that happens, the first representative, the applicant shall submit and give a representative pr # 2? Cis of the situation so that the customer does not feel like he or she is about to start all again.2) don t make me wait a few minutes in a phone queue. Many companies have customers wait 15 minutes or more in a phone queue. No more than 2-3 minutes is considered unacceptable by more than 80% of clients surveyed.3) don t make me quote chapter and verse on my account just to get information. In these days of increased white-collar crime, it is reasonable and sensible for businesses to protect their customers in order to ensure that to do with the right person before discussing a. However, 3 issues should be the limit. Besides this, it takes too long (cost of money by the company) and your client.4) Give me more flexibility in how they are in contact with you. Such as increased communication options, the same options that customers can communicate with your company. Offer customers the choice of appointment by programming course online or using their PDA to access a site by appointment. Allow customers to send a text message or e-mail to request that the customer within hours of the call. Enable customers to access their accounts on-line? and give them the opportunity to change the billing service, and while there. Give the customers (who want) to interact more with their accounts make them happy? and has the advantage of saving money for businesses and workers time.5) Don t tell me how to deal with you. Currently, there are several generations of customers? which means that the number of people who wish to interact with business. Don t force all in the same mold, or risk alienating a generation or more. It makes no sense to say to someone who is older and the computer-phobic who can get their bills on-line (and yes, a large percentage of people aged 60 and over do not trust online banking and account management? any form)? as it could cost a customer, if you have to say to a Gen xer that there is online access to their accounts. More than ever it? S important to know how your customers want to be treated? and deal with them way.______________________________________________________________________Jane-Michele Clark is the Chairman of the Group D (strategic positioning of communication and marketing that has worked with many first-class, over the past 30 years. Jane-Michele also teaches MBA-level marketing Schulich School of Business, is a trainer and speaker, business coach and 4-time candidate for the Canadian Woman Entrepreneur of the Year Award. Jane-Michele can be contacted at or by phone at jmc@theQgroup.com 416-424 -4233. All rights reserved.For read more free articles on a wide range of professional and personal growth topics (or submit your own), please visit

Business to Business customer satisfaction surveys

Business to Business customer satisfaction surveys The basic concept of business to business CRM is often described as the largest of companies to be more sensitive to the needs of their clients, as a small business. In the early days of CRM has been translated from? Answer? a? reactive?. The success of large companies recognize the need to be pro-active in finding [listening to] the views, conces, needs and levels of customer satisfaction. Paper-based surveys such as those left in hotel rooms, tend to have a low response rate and is usually completed by clients who have a complaint. Based on telephone interviews are often influenced by the phenomenon of Cassandra. Face to face are expensive and can be dealt with interviewer.INTRODUCTIONCRM based on the premise that having a better understanding of customers? needs and desires we can keep longer and sell more them.InfoQuest conducted a statistical analysis of data from customer satisfaction to include the results of over 20,000 visits in 40 countries InfoQuest.The conclusions of the study were as follows: -A completely satisfied customer contributes 2.6 times more revenue than a company as something totally satisfied Customer.A satisfied customer contributes 14 times more income Customer.A Completely satisfied Somewhat satisfied customer decreases revenue at a rate equal to 1, 8 Sometimes all that a satisfied customer business.Consider contribute to the following situations? A large inteational hotel chain wanted to attract more business travelers. It was decided to conduct a customer satisfaction survey to find out what they need to improve its services to such clients. A survey was made in writing in each room and guests were invited to fill. However, when the period is completed, the hotel is that the only people who have completed the survey were children and their grandparents! WHY '? Business travelers do not have the time or interest to participate in this type of survey! A large manufacturing company has completed the first year of what has been designed to be an annual survey of customer satisfaction. The first year, customer satisfaction was 94%. The second year with the same basic survey of the problems, but with another vendor survey, satisfaction dropped to 64%. Ironically, while its total income has doubled! WHY '? The questions are simple and made otherwise.   The order of questions was different.   The format of the survey was different.   Respondents were directed to a different level of management.   The question of overall satisfaction was at the end of survey.Although all customer satisfaction surveys are used to the compilation of the people? views, survey designs vary greatly in length, content and format. Analysis techniques through a series of tables, graphs and narrative interpretations. Companies often use a survey to test their business strategies, and its entire foundation of many businesses plan to study? Results. MA? Disturbing questions emerge.Are often provided correct results?   ? Sometimes accurate?   ? In any accurate?   Not exist? Hidden pockets of customer discontent? which dominates a poll?   May be information from the survey of confidence to take action with confidence? As the above examples, the different study designs, methodologies and population characteristics dramatically alter the results of a survey. Therefore, it is for a company to make absolutely sure that their study is sufficiently accurate to generate a true representation of their clients? views. If there is no way the company can use the results for the planning of actions requires the characteristics of a poll? S design, collection of data and methodologies used to conduct the survey, an estimate is required to ensure complete, accurate and correct results. The debate on the following page summarizes the different? Rules of thumb? that must be met if a poll is to become a company? s most valuable strategic business tool.QUESTION TYPESSurvey applications are classified into three categories: general satisfaction? ? How satisfied are you overall with XYZ Company? Key attributes? satisfaction with key business areas such as Sales, Marketing, Operations, etc.Drill Down? satisfaction of the issues that are unique for each attribute, and which can be taken to resolve this problem directly from the key attribute? s emissions of overall satisfaction is at the end of the survey so that their response will be affected by a more thorough reflection, which allows you to have answered first considered the responses to the survey of other questions.IE QUESTION Indicates if built correctly, will lead a wealth of information. The following should be taken into consideration: first, the investigation must be maintained at a reasonable level. More than 60 written questions in a survey will be exhausting. Only 8-12 questions begins taxing the patience of the participants in a mobile survey.Second, applications should use short sentences and simple words.Third, they must seek advice on an object at a time. For example, the question? As you are satisfied with our products and services? can not be effective, as it responds to a defendant may have opinions on products as against services.Fourth superlatives? excellent? o? much? should not be used in applications. These words tend to lead a response to a opinion.Fifth? Feel good? subjective performance issues on which concrete responses can be little action. For example, the question? How do you feel about XYZ Company? S position in the industry? produces responses that are not of practical value in improving a operation.oi dangers of PAPERThough Fill in the form of points is one of the most common types of surveys, there are significant weaknesses that can discredit the results. For example, all the previous answers are visible, leading to a comparison with the current issues, undermining the sincerity. Secondly, some respondents tend to unconsciously seek symmetry in their responses and to be guided by the patte of responses, not their true feelings. Thirdly, the paper surveys are generally classified sections in question, the defendant is able to fill a column of items in a category, while the lack of consideration for each application. Surveys INTERNET built the same? Points? format, often lead to the same trends, particularly if the lateral movement is uncomfortable for a question.In respond to a survey conducted by Xerox Corporation, over one third of all the responses were discarded because the participants had exhausted columns in place of each category carefully consider each question.o telephone surveys   While a telephone survey produced a more precise response to a study, which may have inherent flaws that impede the quality of results, such as: first, when the defendant? S is clearly the identity is unknown, conce about the possibility of being challenged or confronted with negative responses at a later date produces a strong positive bias in the responses (so-called? Cassandra phenomenon?.) Second, studies have shown people who become like a friendly conversation grows more, then, the influence responses.Third matter, human nature says that people like to be loved. Therefore, gender bias, accents, perceived intelligence, compassion and influence responses. Similarly, senior management egos often emerge when it comes to air your wisdom.Fourth, telephone surveys are intrusive on a high level? S time. A phone call without prior notice may create a negative impression of the first survey. Many respondents may be partially focused on the clock instead of questions. Optimal answers depend on a poll? clear mind and free time, two things that often lack the leadership. In a recent multi-national study, which offered the answers to the election of a telephone or other methods, all other elected methods.Taking preventive measures such as keeping the survey brief and using only highly trained to minimize idle call conversation, will help minimize the problems mentioned above, but not them.o eliminate the need for a high response RATEThe study objective is to capture a representative sample of views of an entire group of people. Unfortunately, unless a majority of the people involved, two factors that influence the outcome: Firstly, people tend to respond negatively to a survey more often positive as it encourages human nature? Ventilation? negative emotions. A low response rate to usually produce more negative results (see photo). Secondly, a small percentage of a population is less representative of the whole. For example, if 12 people are invited to take a poll and 25% respond, then the opinions of the other nine people are unknown and may be totally different. However, with 75% responding, only three views are unknown. The other nine will be more inclined to represent the views of the whole group. It can be assumed that the higher the response rate, the more accurate snap-shot opinions.o ACCURACY OF TERMSTotally vs Very satisfied Satisfied? Debates have raged in the table used to describe the levels of customer satisfaction. In recent years, however, some studies have shown that a permanent? Completely satisfied? score is between 3 and 10 times more likely to start a buyback and that this measure? table? category is much more accurate than any other medium. In addition, surveys that measure the rates? Completely satisfied? customers rather than the sum of the traditional? very satisfied? e? somewhat 'satisfied? provide a more accurate indicator of the size growth.Other problems? .. There are other golden rules that can be used to secure more important to offer a lot surveys? neutral? choice of a scale of five points for those who may not wish to answer a question, or for those who are unable to make a decision. This? Bail-out? option reduces the amount of views, which lowers the poll? s validity. Polls that use? Enough information? more like a final to persuade a defendant to choose to take a decision, unless they only have very little knowledge to respond to question.Scales 1-10 (or 1-100%) was observed between age groups several. Those who were educated by a percentage grading system often consider to be 59%? Flunking. These trends are often deeply rooted skew different peoples? results.o perceptions of the survey THOUGHTSThere are some additional details that can improve the polish of a survey. While a survey should be an exercise in communication excellence, the experience of a survey must be positive also for the defendant, as well as valuable for the investigation sponsor.First, popular? Makers to act on issues highlighted in the survey should be fully involved in the development process of the investigation. A? Team leader? should be responsible for ensuring that all categories of businesses are included (up to 10 is ideal), and that people take responsibility for responding to the results for each key Attribute.Second, Respondent validation? Once the names of potential interviewees were selected, they are called individually? Guests? to participate. This step ensures the person is willing to take the survey, and the causes of an agreement to that effect, thus increasing the response rate. It also ensures the person? And the name, title and address is correct, an area in which inaccuracies commonplace.Third, Questions? Open questions are generally best avoided in favor of simple, concise, one subject questions. Applications must be random combination of elements, which forces the defendant to be continually thinking about a different topic, and not on the basis of a response to the previous question. Finally, they must be presented in positive tones, which not only helps maintain an objective and uniform answering questions, but allows a consistent interpretation of results.Fourth Results? Each participant receives a summary of the survey results, in writing or - preferably - in person. Offering from the outset to share the results of the survey with each participant, the interest generated in the process, the response rate increases, and the company is standing on the left with an invitation to retu later to the customer and close the cycle of communication. Not just a means to address and explore issues specific to people, but often increases a person? S will participate later in surveys.o AND FINALLY well structured customer satisfaction survey can provide a valuable heritage of the market that human nature does not allow access to otherwise. Done properly, it can be a means of performance indicators, the measure of improvement over time, build relationships with individual customers, identifying customers at risk of loss, and improve the overall satisfaction of customer loyalty and revenue. If a company is not accurate, however, can become a source of the wrong direction, wrong decisions and lost money.InfoQuest Customer Relationship Management Limited, based in the UK, has an inteational network that conducts comprehensive customer satisfaction surveys of employees, the use of such techniques, as the survey ConSensor devices, analysis of neural networks (ProfitMaxsm), and our rate of income property. InfoQuest has made over 70,000 visits in 52 countries in 20 languages. He is regarded by its customers as the most profitable and efficient business operations and business customer satisfaction survey technique Coldwell available.JOHN   CEO   InfoQuest Customer Relationship Management Ltd.   The old chapel   Chapel Hill, Clayton West   Huddersfield   HD8 9NH   United Kingdom   Tel: +44 (0) 1484 868390   Fax: +44 (0) 1484 868391   E-mail: jc@infoquestcrm.com   Website:

From angry to master how to use a dissatisfied customer into your best customers

From angry to master how to use a dissatisfied customer into your best customers E? Saturday seller? S-nightmare that is called an unhappy customer. Not only create extra work for you, but cuts into your valuable time to sell. But believe it or not, this is really a great opportunity and the possibility for sales of a hero. Here? S, as the situation for you: By empathizing ClientThough may be difficult to close the mouth, and simply let your customer vent. Listen, you can determine what the customer really angry. And 'the real problem is the cause of his anger or how the customer expects from his superiors? Determine what the customer really asking and find out how to get the solution. If the highest level of management must be addressed, this creates an opportunity for you to a meeting and a report. If your score? D investment is affected, so you must act quickly to resolution.Establish a plan ActionEscalate the problem in your company and ensure it is in good hands in your customer service organization. Explain the urgency of the situation and request that the parties will give updates on the road. Meeting dates and times of conference calls during the day to give them some dates and keep things moving. If not? T is the expected updates, call them, and press for resolution. This will not only increase the pressure, but allows you to connect to the customer. Make sure that your customers informed of progress at every stage of way.Move food ChainSet a meeting with the client and his superiors. Bring in your management and use of this opportunity to thank all those involved to show how to act. Overview of the resolution and accept the maintenance of all stakeholders as a step towards the resolution then be sure to follow-up and your session promises.A that can meet the leaders and the way you work, the Organization Chart the groundwork for future opportunities. Although we meet under unfortunate circumstances, if the problem is solved, it will not be forgotten, for his prompt and excellent service.Offer a ConcessionSince you don? T want to offer refunds or credits, and even if your client doesn? T is expected? sa good idea to make an offer of peace. Once the problem is resolved, you can offer your customers a free trial version of another product. The process is not only pleasure, but could lead to a future sale.You also coordinate a dinner or a trip to a ball game with the new executive contacts for their patience and time. Does your company have a user? S Group Meeting, the annual fair or conference? Offer some free tickets. Participation in events such as these almost always result in a sale. Whatever you do, no? T hand just a gift certificate or gift. Make sure you have an event or networking something that leads to a future sale.Another way to package and an issue to bed for a meeting with the new executive contacts. Does your company have an office information center? Offer for the coordination of an afteoon event and management of your entire product line at your company? The leaders and lea more about your business? S vision. If your company can not be? T offer this type of service, create your own. Make an executive briefing with your business leaders planning to speak and present the entire line of products. Order a catered lunch, gifts in hand with your company logo and impress visitors with your professionalism.Unfortunately many customers have low expectations from sellers. But you can work to your advantage beyond their expectations with excellent customer service and make it clear that you receive on the commitments. And 'the best way to build confidence and lasting, and before you know it, your unhappy customer could be the best source for income.Stephanie Chandler is the author? The Checklist and Startup Business Planning Guide: Use your entrepreneurial dreams! ? and the founder of a directory of free resources for entrepreneurs. Subscribe to our newsletter to receive hot resources Info Help and advice every month.

If Customer Complain

If Customer Complain You probably will not be in business for too long before the first complaint. One can not help but happen: low-end customers do not pay nothing and expect that the Earth, while the high-end to pay much, but with an inhuman effort in retu. Please as soon as possible to all the people all the time, even if you ragged trying - there will always be someone who is not happy with what you have done. What can you do? Do not Be Rude, or refuse. The claim may seem silly to you, or even an insult - but that does not mean that we are able to respond in kind. You need to treat every customer complaint seriously, and always as if it were 100% his fault that things are not to their satisfaction. Remember that every client dissatisfied with their experience to your potential customers (research varies, but some say that just as many as 20). Potential customers are not on your side of the story. Going extra mile for customers happy is unreasonable, in particular a technique of defense to prevent damage to your company. Do not be afraid of complaints: They should, however, are actively advertising to give you the opportunity to put things right, first of all say. Write a letter of apology. You really appreciate the efforts that have been, if you take the time to give them a formal apology and regret to say that things are not to their satisfaction, and we appreciate them time to say so you can improve. For example: "Ladies and gentlemen, is that I noticed that you are not satisfied with the service you expect from my company in relation to the provision of household goods. Now we have contact with our delivery service and fixed the problem, although I understand that this is too late for inconveniencing you. I want to apologize for having the bad experience you have with my company, and I hope that this will not harm our chances of doing business in the future. "Make sure you have the same letter, in pencil. I hate people to see printed letters with the signatures on. A partial refund. The closure of part of your letter should be a refund of what you can afford to give - in this scenario, for example, if there is a problem with the delivery, you should offer to reimburse the full cost of delivery, and a little 'extra for the inconvenience. In this way, the customer satisfied in some of the most satisfied. They say that everyone knows is a small problem that is not your fault, and complained that it is probably too hard, but you treated them politely and give them a refund. Once people know that a complaint is one of the best word of mouth marketing, it is possible. What's more is that your customers are treated well is surprising, to come to do business with you - although, of course, are very angry when things do not go well for the second time, o. They make some yourself. A large part of the time when a customer complains about something, it was not from her - was a sort of problem with your suppliers, or anyone else. Of course, customers do not know, but they are doing, and what we must do something for them. Write a letter of complaint, like: "Ladies and Gentlemen, Through your service is not available this week, I have the attached customer complaints. I hope you will understand that I am very angry, and I am currently alteative suppliers. "With this letter, a copy of each customer because of their complaint. The supplier is often sufficient to take as a client offering a sort of compensation package - which you can then contact your customers or use to cover the cost of refunds you have them.

Perception is reality is not true

Perception is reality is not true That play on words! It might seem that before, but I assure you that in the real world, a statement is absolutely true that you must memorize and repeat daily.Reality can sometimes confuse our senses. We were all amused or confused by that optical illusions fool our eyes to see things that may not actually be there. We have seen a ventriloquist throw your voice or sounds that seem to be coming from a particular source, away from where we might have expected. He has the experience that she was not sure if it is very hot or cold to your touch? While traveling through a mountainous area and always make sure that if you are up or down a slope? If the smell asparagus beans during chewing, which without a doubt I think you're eating asparagus. The point is that it is quite possible to fool our senses.So what is real? In the movie Forrest Gump, which would "swear on oath that he had no legs, Lieutenant Dan, but we all know that the actor Gary Sinise have estimated two. So, if what appears to be the reality in reality is not real, what is? Our perception of reality is what is truly real us.Perception is more important than reality, in many cases. In the world of business, including marketing and advertising, perception is reality. Marketing spend large sums of money to change your perception of your product. Its goal is to create advertising that is real, and ultimately attract buying the product, the perception that it is correct for the active area you.In provide superior customer service, the perception of a problem for the customer is often a problem that could describe the actual situation. Professional customer service specialists to be heard in a smart way to disce what the customer is actually saying, like, whatever the circumstances of the case. Often, a situation of tension can be spread simply be sensitive to the customer's point of view and perception of problems and then propose solutions based on perceptions. The insensitivity and indifference fan the flames of anger of the customers and possibly lead to a loss of customer.Awareness of the facts is necessary, but the sensitivity to the perception of the customer is essential. Speed up your listening and leaing skills. Listen carefully to what the customer is really saying, and then act. Pay more attention to customer perceptions compressor is its reputation for customer service and after-sales figures.Daniel Sitter, author of the famous and award-winning e-book, leaing a for-profit organization, teaches simple, valuable, step by step accelerated leaing skills. Mr. Sitter has extensive experience in sales, training, marketing and personal development over 25 years of career.   .

Customer Service spokesman says Rich Feedback Type ll increase customer satisfaction

Customer Service spokesman says Rich Feedback Type ll increase customer satisfaction What is an employee of the customer always fantastic and effective, while the next person in the cabin is only average or worse? It is not? Ta of a single train, which is slightly labeled enthusiasm or sincerity or treatment. I? ve identified no less than twenty-five things that make for the success of its customers, and they? again all the behaviors. For one thing, not just great people to ask? How can I help you? but they do so with an increase in tone, gives the impression that? I need help? When employees know exactly what to do, when to do it and how to do it, have half the puzzle solved.But the other half will receive ongoing feedback from clients, superiors, and who knows? do it again, since it is important for driving a car success.Like well, is not good enough just to you with your vehicle to your destination. Once? Re going, you have to be on the road, the traffic to their impulses lanes to jump forward or detours and shortcuts, and also the time that you assigned to your goal.Yes, you can use your mind to auto pilot and dream your way interviews with the client, as breezing on a cruise control on motorways, but you? ll be more secure and less likely to lose if you? again draw attention to your progress, second by second. One of the fundamental problems associated with monitoring, measuring and managing customer relationships is the fact that employees and their coaches and managers, are not true, that classification? s, a significant difference in their conversations.Moreover them? Re stumped on demanding customers are very satisfied compared with the low end of the talks. Customer feedback must be scaled intensity.For for example, do they do? Even in this case? their activity at the end, loyalty and an explicit intention of reporting back to do more, and work with your company? If so, how to express themselves with force? Similarly, if you would like to thank you, what is it? Magnitude of their gratitude? This is a one, two, three, four or zero? Without clear indicators, with the accurate and rapid feedback, client-server? T really improve. Also, are they? Recovery, rather than to exercise their responsibilities? Ungrateful? while the responsibility for the service outcomes.Salespeople, surgeons, and sports stars, their skills and improve their performance through feedback. Why should we? T customer service people are affected by this device, as well? If you are rich you feedback? Ll the way to improve customer satisfaction.Dr. Gary S. Goodman, chairman of Customersatisfaction.com, is a renowned keynote speaker, trainer and management consultant and best selling author of 12 books, including Reach Out & Sell Someone and Monitoring, measuring and managing customer service, and the audio program, "The law of large numbers: As the inevitable happened," published by Nightingale-Conant. He is a frequent guest on radio and television throughout the world. A doctorate from the USC Annenberg School, a Loyola lawyer, and an MBA from the School of Peter F. Drucker at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations and other organizations from Santa Monica to South Africa. Has the degree of Shodan, 1st Degree Black Belt in Kenpo Karate. It has its headquarters in Glendale, Califoia, and can be reached (818) 243-7338 or at: gary@customersatisfaction.com. For information about coaching, consulting, training, books, video and audio, please go to

RETAIL GREETERS Builders retail client or diversion

RETAIL GREETERS Builders retail client or diversion Do you need greeters or should you avoid? This is the perplexing question many retailers are struggling today. Often propagated by the press as the perennial example of the benefits of working greeters, Walmart has hung on its practice faithfully. But how it works and if it is, just put any warm body with a forced smile at the door of her shop to do the trick of satisfied customers that the influx of buyers? Not necessarily, there is much more successful sales greeters to affect a significant difference to your bottom line. The basic problem is that retailers do not adequately define what is hoped to achieve. Retailers and greeters need to fully understand function.Establishing its goodwill with customers is the only reason to use greeters. Four key objectives and their corresponding to the use of greeters should be implemented to achieve this goal.These are 1.Acknowledge the customer.Purpose? Most of us spend most of our time in an impersonal world. Unless you live in a small rural community or who have fame, who receive little personal recognition. Since the service station, which in most cases are paid at the pump to self, food, department or discount store, which became the name. Even when employed in a shop or a restaurant server is our identity, in the form of a credit card firmly in palm of the hand, is a rare occasion when to take the initiative to address us by name. Too often, our credit card and receipt are retued with little more than a gaze blank and monotonous "Thanks." Method? Establish contact with the eyes in one by one, is the key. Too often greeters not grab the attention of customers looking squarely in the eye. Greeters may be worried or self-conscious and therefore not establish the first contact. Pushing a shopping cart for customers in the way of sale or a circular motion in their hands does not make any real contact, at least not in positive sense.2.Give Store atmosphere.Purpose a friendship? We all want to go shopping in a friendly, but what does it mean? When we store an image not friendly with the staff grew around or where we feel pushed to buy. In general, I do not want to sell anything. On the contrary, they want to have the opportunity to sell to ourselves what is needed to store and to cover the benefits they can expect from a good purchase decision. A friendly atmosphere is just a place to feel welcome, comfortable, free to browse around and shop.Method? We have created this friendly, but not a threat to the environment by greeting customers warmly and personably, not mechanically. A fake, dead or forced shy smile is a gift to the entrance of our customers do not leave and not bother you. Enter the store customers can be in a hurry, worried, or even in a bad mood. Welcome the work that is to change the mindset of the customer, even if only for a moment, to get an answer to the smile of welcome. I venture that you too have experienced this. Flying through the door of a shop, stressed and anxious to be delayed more than three stops to make your jouey home, when suddenly it was stopped by the warm smile and a genuine "hello" to a single add unknown to his life a much needed ray of sunshine at that time. No, its programs and harassment delay have not disappeared as if by magic, but the ice is broken and again with a smile momentary sigh of relief because of a friendship, personal greeting. Some stores have chosen to take this big step. In the UK supermarket ASDA has recently begun advertising for 100 actors and actresses of talent to serve as greeters. According to Sally Hopson, Director of Customer Service at ASDA: "ASDA Greeters give first impression when a customer walks through the door. If we can find someone who can smile at our customers and their shopping more fun, so what. 3.Inform and provide assistance needed.Purpose? Often you need the help of employees of the store. While nobody wants to be unduly harassed by the manufacturers, is even more frustrating to want to buy something and can not find someone willing to help or competent. He left the store vowing never to retu for this reason, more than any other. Once you have sold me, now all I want to help make the purchase may be completed.Method? The solution here is simply to provide information for the first, and then, if necessary, follow-up, with direct assistance. A perfect example is my ACE hardware store. A few years ago, Home Depot has built a new mega store on the hill directly shadow local ACE. Now, I also shop Home Depot as a store of wood and have many elements of a building is not hardware, but for items the store sells ACE, I am a loyal customer. Why? Simply because when I walk in the door there is always someone at the cash register, and if not at the service of clients, which in tu and say "Hello." As a route into the main hall, there will always be someone to greet me and ask if there is something that can help me to find. Are in that store every week and most of the time I know exactly what I want and where to find it, but I also know that if I need to help their employees are always ready and willing to help me. Greeters must not only recognize and welcome customers in this area, but may also help to ask questions, update customers on the latest promotions and sales, and tell them what is new and exciting in store visit.4 ult. To empower clients. purpose? Today people want to control their own destiny, even when they are shopping in our stores. Put in a position to do this and respond positively.Method? As I said before, customers today do not want to be sold, but you want to be able to decide for themselves. We must make every effort to do so. Victoria's Secret well understood. Your customers are divided into two distinct groups, in general, women who know what they want in store, and usually requires only help with the colors and sizes and men in general have no clue about what we are and are often embarrassed to even be in the secret store.Victoria sales personnel are well trained to handle both types of customers and tend to be particularly adept at making people feel at ease customers. A really useful to have the best interest of the customer at the center and to serve their needs ensures this result. Nothing encourages me to make a purchase than when I have the feeling that the seller is looking for my own interest, rather than simply trying to make a sale. This is due to good old trust is the foundation that builds customer relationships over the long term. We've all had bad experiences with greeters including car dealers as sellers we have eyes up and down like vultures to determine if there was a purchaser in good faith or a tire football, even before you walked in the door and computing shops, where, for example, the sales staff often some 'time or interest to listen to our questions, preferring to simply push the hardware and latest software us.Whether or devices that have not appointed greeters at the door of their establishment is essential that each employee understand and actively practice these four principles of good will to establish with each client to meet. In this way, we will store your personality and a pleasant little town that offers a cure, positive experience that buyers want to retu again and again.Copyright 2005 by Giovanni Di Di FrancesJohn French is an inteational Organization Heritage experts and Keynote Loudspeaker.

Marketing as a spiritual practice

Marketing as a spiritual practice ? Marketing as a spiritual practice. It seems contradictory? How can sales and promotion can be spiritual? But the secret, if you really know that is not on the market? T fight on all the jargon, tricks and gimmicks, spiritual practice is the root success.Sound very airy-fairy? We understand the answer. But in reality, marketing is a set of specific actions or practices. And only you can decide if you want to tu into fear, or with the value and truth (that is, when? Spiritual Practice?). If you lea to apply these practices in marketing, you? Ll, more money, attract customers really right for you, and feel more exponential satisfied.HOW IT WORKSWe know that is unlikely in the first 20 years in a company to have the experience to know which strategies work and which is almost impossible that the objectivity necessary for a clear, concise message for oneself.1. Define your marketing messages. This is one of the steps? Spiritual practice: If you have problems with marketing, you can speed up the process and stay on the road from your messages, and professional help to lea what is working for your company, and over time. Remember when Coca Cola actually used to sell the taste of products, but as the image of the drink as a hip, cultural? Ten years ago I helped a Honda, an image that appeals to you? Back in Califoia? Market. How times have changed: now the company? Messages promoting the safety and reliability to win? Est? Purchaser for the marketing professional nation.Let more important to help your marketing messages or write your promotional materials: They are trained to offer a win, are what they sell. Your ideas will be refined and clear, convincing and compelling information to the public to respond. And if you? Marketing as a spiritual practice? to you, your letter will be deep in your profound wisdom, the supply of products, how can we help our customers to solve their problems: no jargon, no gimmicks, no tricks. Only a deep? Wisdom? in your marketing.2. Attract customers, which is right for you. Once you are on the end (or? In the spirit?) Connecting your valuable products or services with those who value them, we will win the customers or clients who are truly right for your business. You won? T have? Trick? with intelligent marketing gimmicks or spam (we have completely re-powered with, anyway). Instead, the advice and wisdom will lead you to the practice outlined. Of course, if you? Even a brief epiphany of a great concept, call us! CLARITY3. The spiritual root of marketing is clear. If you are aware of what you want and what we offer, we will make it easier for people to do business with you: Do potential customers know immediately whether you offer what need.It doesn? T, if you sell computer software, bags or coaching services. The fact is that companies often to describe what to do with too much complexity. So it will be very difficult for people to make a decision to buy what they sell. Achieving this clarity? That perception alone, as self-promotion? is usually the biggest challenge for companies in all business sizes.Another challenge with complex products in various price points, multiple channels of distribution. The dispersion-shot approach people confused. Consequently, they must work even harder or a nuisance? Clarify? what your company sells to buy.4. Make it easy for people to find your price. Consider: If you do not? T is the price for its services, and people have to ask what the costs will probably lose sales. Too many of us immediately recall, that says that says: "If you ask how likely it may be? T afford. FAITH5. If not? T have faith in what you're doing, or confidence in your ability, you? Ll a heavy sell your product or service. You won? T may be left with a plan or a marketing campaign long enough to worthy results. I see this failure more common in businesses in the first 10 years. They had to move from the countryside, and not? T contains all the key follow-up (this is where the majority of revenues are generated). Even more important is that it is not alone? Spiritual practice? Things that people out there without a personal relationship. This is the true reward. A profound joy it is only through honest, real connections, not with the PREEMPT marketing hype that the development of a genuine and lasting relationship. (More on this below) WISDOM6. Throughout the world, and spiritual leaders are in search of wisdom. There are only human, of course, we can not have all the answers. E 'is essential for our business and our personal development, we seek the knowledge needed to ensure our business continues to improve (and therefore our lives). We can never be too proud (or stupid) to get the help of experts needed.By sharing the wisdom of successful entrepreneurs and marketing, is the inspiration and enlightenment. You can choose from a wide range of writings, classes and consultations (or meditation, if you? Re so inclined). You can also lea from the mistakes of others, and share their teachings. Hey, it worked for Buddha? because we are not entrepreneurs? Because knowledge is Bliss.TAKE ACTION7. If the vision your company has been defined, and you have the wisdom, clarity and confidence in your ability, you have to be an example of marketing. You must take the necessary steps to have the customer is ready to service you deserve. Without action, there will be no results. With this method of marketing you can track your actions with integrity, trust, and also joy.WHERE find help? 8th The inspiration comes from many sources, classes, reading, or working with insightful, intuitive professionals who can offer advice and to act with you. A large pro-marketing team, writers, designers, advertisers, scientists, experts and site-specific processes of guidelines to help companies track with their marketing methods and techniques that work has inspired, and develop creativity, reflective and promotional materials or advertising campaigns. That? And what do.CONNECT to pull REWARDS9. We believe that deep connections with our customers and our communities are what a business really work. E 'a mystery for us? but we believe that if you invest in the spiritual dimension of your business, you will reap many unexpected opportunities, both financial and in terms of attraction for the joy and happiness in your company.Allison Bliss Consulting, the creator of "Marketing as a Spiritual Practice" , method, rebels against misleading, pushy, spam-filled marketing with Fortune 500 companies and entrepreneurs an integrated approach to do-it-yourself marketing products, tailored marketing strategy, plans, promotional materials, website and hands on services. Clients include United Airlines, Honda, ABC-TV, Hewlett Packard and hundreds of small companies or entrepreneurial.

Bang Bang Making space on the Paseo de

Bang Bang Making space on the Paseo de For a long sticky days at sea, one of the many activities offered to passengers (which are called cones for some reason) on a cruise ship resumed Skeet. We used lead pellets and Skeet biodegradable discs to ensure that none of the creatures of the sea have been damaged in any way. Never mind that we are delivering a gun to a drunk, it was hot, a little 'usually older men and cone. Fortunately, full of generous evening buffet and rum-runners, these cones to pay thirty dollars U.S. just to pop a few rounds and hopefully, enough to hit targets to brag about on the table that night.   Our largest travel cones usually three, husband, wife and his heart. This heart that made themselves known in times.As most interesting part of the Emergency Response Team (yes, he made a cruise of twenty years, an official responsible for saving lives!) My job was to respond to one? Alpha code? ad paramedic basic supplies, while the boat? s squirmed your doctor of any kind of cone? s cabin could have been lounging in particular for cruise ships. In this case, an alpha source was called to the section of the ste of the ship, Skeet shooting range. As I speed along the bridge with the supplies in hand my mind was going crazy. There was a crazy old man killed his wife in an adaptation of drunken rage? I expect it to all the horrific scenes of blood and guts, only to find a peaceful solution, which seeks the man at his side, a heart attack victim. Symbol next to the explosive sound of the rifle. As I began my unfortunatelyChapter Otto Bang-Bang, the Board of Make-A Continuation walk?   routine wake of losing his wife of many years was, of course, next to me telling me how? waiting to happen? e? your doctor has advised that no   To go to this cruise?. How has thrown everything that I felt very alive, I wanted to smack her. He knew that he was trying to do so, and I feel better. E 'stato bello, but I heard first. E 'success at least twice a cruise. Call? The cruise of death? floor. Someone has been convicted by the doctor for a life of misery and pain, usually of congenital heart disease that literally go on a cruise, how? Last Hurray, "A happy ending in his chapter   Life. I could not blame them, why not go to heaven? Only a little 'bothered me that I always ended up with my fingers in my throat trying to find the language you just swallowed.What was even better was the fact that our largest cruise ships do not have a camera mortuary. You can not leave poor John Doe to the next port of call outside, it was necessary to find a way to keep it cold until it retued to Miami for his wife could make the regime sad.   So what to do with the recently deceased, when the sea and the temperature is higher than the eighties? It's called chef.   The big walk through the cold in this boat elderly often doubled as a make-shift morgues. So did the next room nights for the body bag.As dinner I was seated on the night that the captain? S table with his wife just left, could not bring myself to eat. I bought the new widow of a drink and wondered to myself as actively Gnawas away in a leg of lamb? Perhaps you have a suggestion? Kurt has over5 Björkman, a hotel consulting firm and author of "Hotel" To get in touch with Kurt:   Kurt@over5consulting.com

The introduction of merit pay to Customer Service

The introduction of merit pay to Customer Service There is, perhaps, six conversations Critics? I have had that have shaped my career. One was a manager of one of the division of federal Express.I had just finished a successful national program for training the sales force, so my credibility and confidence increases. Then, I heard, but a simple request difficult. We know how to measure the productivity of sales? He said. ? But there is something you can develop the productivity of customer service? Reflexively, I thought, why bother? Even if you can do, the representatives of hatred.   But I held my tongue, the sensation was a rare opportunity to revise some of my gut reaction was informed by assumptions.My years of seminars throughout the country to bring together people from sales and service in the same session. Evaluations have heard told me that opponents were mutually exclusive systems.Sales value types tend to see themselves as swashbucklers, thieves, high cable rates, which do hunger and thirst for adventure and risk taking. Grow in the contingent payment, the prospect of receiving large commissions and bonuses when you make big sales.Service people tend to be more at risk. They often have a clerical mentality, which praises the precision, while penalizing errors. I felt in my heart that if we suggest that their pay should be variable, based on achievement, d rebel.This course is more than my share. I made the cross-selling programs for many years in service departments, the experience was informed that my book best-seller, selling capacity to the seller. I thought you could design a program for selling the service of people, but many are reluctant, even after having achieved success and financial rewards through it.They told me in a very simple form, which simply is not it? I do not want to be sellers, and it was. Noting the strength of the line, senior management, in those days, declined to press for the implementation, despite the fact that large gains table.What remain, however, has changed since it was this question? Four fundamental things: (1) We know much more about performance measurement of customer service. (2) job enlargement, reduction, CRM, and greater professionalism in the field have contributed to an expectation of increased accountability and corporate social responsibility. (3) Global competition, particularly for knowledge workers in countries like India, China and other countries, is beginning to exert pressure on domestic workers to find ways to increase their contributions, even if only to maintain jobs on land. (4) operating costs and is more aware than ever of the benefits before.Customer Service AchievementIf three commandments were written in the past, not in a position of corporate social responsibility was reduced to (1) good sound, ( 2) defuse angry customers, and (3) Don? avoid mistakes in entering or retrieving data or reciting policies.Now company, the partners are discouraged from focusing primarily on themselves customer service, or proposals that go through because the job. They? You may need to refocus your results: customer satisfaction and customer loyalty.They? Demonstrated once again that through new training programs and discrete, real-time performance measures, how to evaluate the impact? Back to the satisfaction of a customer transaction? s decision to buy again from your organizations.To borrow a phrase from Peter F. Drucker, suddenly the client process is administered by results.If can objectively monitor, measure, manage and play up the results of the client, no? s no reason for refusing to pay more to people who can produce them.Future article explores some of the fundamental changes that have occurred and discuss the pragmatics of introducing a pay-for-performance plan in the context of customer service. Dr. Gary S. Goodman, Copyright 2005   President, Customersatisfaction.comDr. Gary S. Goodman is a keynote speaker, management consultant and seminar leader and best-selling author of 12 books, including the monitoring, measurement and management of Customer Service. Gary? The programs are offered by UCLA Extension and numerous universities, trade associations and other organizations in the United States and abroad. When ISN? N. consultation, Gary can be found in Glendale, Califoia, where he has his home. He can be reached by calling (818) 243-7338 or gary@customersatisfaction.com.

The wrong way to impress a client

The wrong way to impress a client Want to see amazing, amazing things? Want to witness the jaw   declining, which affects the situations and events? Of course. All over the world.   And it costs only eight dollars. This is eight dollars can go to a movie   theater and see Bruce Willis or Aold Schwarzenegger delivered solid two hours of   stunning images, special effects, lighting, action and excitement, sprinkled throughout the   large color screen and Dolby Surround Sound buing. These days, with some   thousands of dollars of equipment, you can also get the same thing, perhaps better, in   Home.     Yes, as people to be struck, and Hollywood thinks nothing of spending $ 100   million in a photo which can give people only what they want. And they do a   Great job.     You can not compete with Hollywood     But one of the worst things you can do is deliberately trying to impress their clients.   Why? Because you are not from Hollywood and do not have $ 100 million. And   Impressing people is not their job. Your task is to help solve the problems and   Exploit new opportunities.     This is what happens, almost a subconscious level: When the attempted coup,   rather than confidence-building, education and persuasion, which immediately caused   Customer to upload their guard. Immediately, you stop believing.     This is a big, big mistake. Most companies are trying hard to impress people,   No one can know what to do. More importantly, nobody cares how   You are awesome. Nobody cares how many billions of dollars of assets of some   Insurance company has. That there was a lot that we do not know what the mat for   When there is a problem. He had much more to know that you really care about   Their problems and want help.

Customer satisfaction at the rate of excitation Yours

Customer satisfaction at the rate of excitation Yours You? I have seen or heard the Wachovia and Geico commercial touting its high rate of customer satisfaction. Geico said that 97% had a rate of customer satisfaction. Wachovia said it has the highest ranking for customer satisfaction in its field. At first glance, one might think that? S pretty impressive. Ma? S take a closer look at what a client is really happy and then decide whether we should celebrate this success. (Please note I do not have personal vendettas against Wachovia or Geico. I am not? Collect them. These are just the first examples that came to my mind.) Remember that when you were in school and out of ballots? How did you feel when you saw a lot of "C" in that assessment? If you were an excess of targets, like me, you were? Do not jump up and down on these degrees. (Unless of course we? Speaking of chemistry. Therefore, a "C" was a very happy moment!) In the academy, a "C" is satisfactory. This means that it happened. But have you been? Average.If not better than you? Be well with only half, STOP READING NOW. The rest of this article is not for you. However, if you have the desire to become an A student, read on.What is a satisfied customer? One is that what he expected. One has to pay. How to create a satisfied customer? To provide us with what you say? Will provide. Now, I realize that, especially in southe Florida, getting what you pay for what they expect and it is an unusual cause for celebration. In reality, this is a simple commercial transaction. His business fills a need at a fair price and his customer is satisfied. What? S business. There? And nothing special or interesting about this process.Think on how many transactions? I have been involved in this week. For example, I stopped to fill my gas tank, I bought a gift for a child of business partners and I received a sandwich for lunch CAF?. In all this, I have what I paid for, nothing more and nothing less. I? M of a satisfied customer? but enough about me. If he were a vendor with whom I have chosen to do business, not too excited about my satisfaction.Next week, when the demand for gas in my car, I can not retu to the same station, if you still have the lowest price and I? I am close. The next time you need a gift, perhaps? Ll see another store. Tomorrow for lunch, perhaps? Ll change my mind about where eat.WHAT? Wonders. You said they were satisfied. What? S Well, I was. A satisfied customer may or may not retu to do business with you. No? Do anything substantial. No? I feel special. No? I do not give a reason for wanting to go back and draw a lot of friends with me.Therein is the key to customer satisfaction, because it is not something to celebrate. Yes? S much better creating angry customers! Ma? S is not a method to build a successful long-term. Customer satisfaction does not guarantee that your customers retu again and again. Nor does it mean that customers tell others about you and send you referrals. (Allowing you to stop working so hard to find new customers). The only way to succeed is guaranteed to develop loyal customers. A loyal customer thinks are the best. You not only met their needs, passed. It felt good to do business with you and you? Wait to tell the next five people to see how your company is fantastic. A loyal customer recommends your business around the world knows, if the service is needed or not. A loyal customer and always retu to you who needs your service or product.To as companies are loyal? Do you have a dry cleaners that ISN? T closer to home, but it makes you feel like a valuable friend when you arrive? There? Sa restaurant, because we are going to regulate the food is very good, but that only creates a satisfied customer. At the top of the food, the servers are the same people who were there last month and last year, so remind your customers. Consistency is always a good thing. In addition, the owner is always around the dinner table and chat with. You can get the feeling that truly cares for you as a customer. I? I have recommended to many people and that? S always go to a restaurant outside the city, when customers come to visit.Now, who knows the difference between a satisfied customer a loyal customer and you will find their expectations have been raised. See if you have not disturbed the next time I heard of a company with a rate of 97% of customer satisfaction. 2006 Lori SaitzLori Saitz, the guru of customer loyalty, is the founder and president of Zen Rabbit and creator of 24-Carrot SystemTM loyalty of customers. With its many years of training and experience in marketing and consumerism, which can help determine what customers want and how you can ea much more money this year, giving to them. To subscribe to FREE ezine, "Keeping Customers", with articles on the propagation of its sales, the strengthening of free enterprise and the division of the competition, visit

The Nine Principles of Customer Service for the travel sector

The Nine Principles of Customer Service for the travel sector If you want to lea to make your customers your sales for you   excpetional through customer service, keep reading. Lea customer service   The secrets of the professionals of tourism, apply to your business and   Prosper.1. Be a good listener? Even more important, listen to their   conces and complaints from customers, as well as their praise. Discover   What they want. Your guests are the best source of information   evaluate their services and performance. Well-written guest surveys   is very valuable to get feedback, testimonials and references. Help   prospects of receiving them before signing up. Make sure   understand the needs, responsibilities and dangers, as well as the level   effort, which implies that the experiences offer.2. Exceed expectations? Under-promise and over-deliver a   Consistent with outstanding service. This is what I will remember   And tell their friends. It 'amazing how small details can make a   Great impression. You work hard and spend lots of money to get qualified   prospects to call his office or e-mail. As a professional, informative,   It is your timely response? First contact that you can set the tone and   significant impact the purchase of a decision.3. Practice Safety - Clients want to know the destination and   The activities are safe. They feel more at ease during real or perceived   risks if they are educated about their new activities or   Environments in advance. Unfortunately, if the majority of human beings? or fears   conces are not addressed, their minds will grow weeds, not flowers.   Advice on plants, animals and natural resources alerts. Let them know   that there is generally nothing to worry about if they resolve the   Environment and listen to his advice. Brief guests on your safety   procedures for excursions without staff away base.4. Great food provided - Guests must eat well, not being hungry,   And it is adequate water and drinks. Fresh food with large portions   served at a scheduled time can make any adventure more memorable   And satisfactory. If meal service is a 'late   Snack to tide guests over.5. Meets the needs of sleep - customers need and want comfortable   And sleep. Make sure everyone is comfortable with his   Bedding. Meet individual needs by offering single accommodations.   Charging an extra cost is okay. Providing access to bathrooms   security procedures for use during the night. Separate social evening   areas according to distance and / or trees or a hill. Distribute earplugs if   Necessary.6. Think Comfort - Provide first world standards when possible.   Bathroom and bathing is important on a regular basis. Give   people of all the possibilities for comfort: hammocks, deck chairs, portable   Baths, able to provide. Not too long between bathroom   Interruptions. Some people can have weak bladders and need more frequent   Interruptions to feel at ease and relaxed. Make sure that everyone has   sufficient water and adequate clothing and footwear.7. Be sensitive to the skills - Do not exceed the natural or   Mental capacity of clients. Always ask for groups and individuals, whether   feel comfortable with the level of activity and exercise, before and during the   Task. Be sensitive to the slower and stronger group.   Divide the group into two smaller groups is a good option. Rest as   Necessary. I believe in a travel or the difficulty of the classification system that allows guests to   and suppliers to participate in conjunction with selecting the most appropriate trip.8. Be fun - Be friendly, helpful, courteous, and fun! Make sure   its staff is available to guests and not for themselves. Good   storytellers, jokesters, and musicians can distinguish your staff and   Company by other companies. Be careful with humor and   Families with children. If serving to children, the staff loves the children. Guests   sometimes need encouragement or guidance to try an activity. You are   The guide and the director of the combined business. Discuss activities or mini --   classes in advance so guests know what is happening and when. <   Br> 9. Provide information - customer information is more secure and more   Relaxation and fun. Our customers are educated and want to lea   About their new environment. Suppose that customers know little or nothing   Talking about their environment. If you want the opportunity to provide a minimum of   three pieces of information on each type of item during each round trip.   Be prepared to talk about plants, animals, birds, trees, rocks,   geological formations, fish, marine mammals, and shells. Include   information on local culture, economy and history, too. The most   can share, the more value they are providing our guests.Like other companies that I know and have worked with her, also,   more repeat customers and referrals through the experience of the implementation of these details   Excellent customer service. His work, over time, as never prosper   Before! Since 1994, Tim Warren and Adventure Business Consultants, has   Helped tens? s travel business, destinations, tourism Assn. and   together with the customer service training, consulting and construction   Exceptional marketing materials. Click here for free bi-monthly E-zine?   The success of tourism businesses --   News, tips, tools and special offers that you can use to improve your trip   Business success.

Creating a successful Call Center Script

Creating a successful Call Center Script Early in my career, I volunteer one night as a deejay at a college radio station. I liked the music and interaction with listeners Insomniac, but I was a real pleasure to read the news. Copy directly tear the wire service printer and if I was lucky I had a producer of raw materials that the news information in the text that I read into the microphone. The text was divided into reasonable sentences that were designed to facilitate the delivery of air. When my producer didn t appear on my ballot, I myself have I? D brand page, insert pauses, and emphasize the words and sentence clauses that I wanted to highlight. If I t could be heard on a wave and a weak AM signal, then what is the point of taking five minutes at the beginning of time to provide the news? I had a lot of fun and I leaed? Talk? again. Every time I rise today to live, I used exactly the same techniques that I leaed while? On-Air? sign was flashing above study. The label or the text of my speech, I move? M reading, because I know that the impact is. If I lose my breath in the middle of a sentence, then? It is too long. If the last word of a sentence left inaudibly, my message is lost. If I came across an unknown word in the name of my audience loses confidence in my message.Live telephone operators who work in call centers and services must meet the same assistance that anyone should live. E? S the operator to provide its customers? Corporate image for the caller, and that begins with the first few seconds of the call. Many small business owners? should never go beyond the lines of their representatives to respond? XYZ Company, may I help you? improvisation and the rest of the conversation in order to obtain the information that the client application. When clients upgrade their accounts to more complex services, it is l? Important to create a script that works for the company registration for the service, the operator reading the script, and the customer. Your sales representative is more than willing to help you create the best script to satisfy all your information on the sale or call center inquiries.Creating starts with the script? Answer expression? and the same principles to continue throughout the process of creating a logical script. H ere are some important points to keep in mind when creating scripts? Avoid tongue twisters. Make your greeting easier to pronounce as possible. ? Doctor Perkowicz Peoria Plastic Surgery Plaza? isn? t easy to say, even for native English speakers. Make sure that operators know how to pronounce every part of your answer in the sentence and the rest of the words in your script. Keep sentences short and avoid repeating consonant sounds annoying sound that the phone or might lead the operator to stutter. Go global. A? Good moing / evening? salvation can work for some companies but not for everyone. If the company carries out its activities through the time zones, consider using a simple? Hello, XYZ Company? for his client on the other end of the world. Humanising your salvation. Have an impartial friend or a client to listen to your greeting, especially if you? His long introductory message of more than a sentence or two. Have a sound recording? If you give the impression of a call, the person on the other line hang up because he wanted to talk to a person, not a machine. Keep all parts of his brief and give the operator relaying your message time to breathe and sound like a person when you create your script. Less is more. E? The temptation to try to combine all information about your business in your script call center, an operator including the provision of a copy of your list of frequently asked questions (FAQ), so you can quickly scan the answer file and 99.9% of your correspondents? questions. However, it takes skill and training of management and patience on the part of the applicant. Long pauses to look up information, add minutes to call expensive and frustrating experience for the operator and caller alike. Account of the training is available in most call centers, if your budget allows. If this resource is not an option for you, limit the information available to operators of certain facts about your product or service and let them know that? Going to ask the caller if someone from the department of law of retu and the call to respond to their questions in depth. Test. Call your account every week and try to ensure that operators follow your instructions, the processing of your writing is the way you expect, and are able to easily access information they need to make your calls. After the honeymoon with a new account, operators often grow lax and shorten your script, or beyond the call of improvised duty. This can be damaging to your business. Be sure to follow-up with the call center to ensure that your service requirements. Tweak and adjust again. Modify the script from time to time and see if it is? S always leads to action. Ultimately, the script should lead to a sale, an appointment for the request for further information or other contacts on the desktop. Check your call logs and statistics your sales representative offers on a monthly basis. If you notice a trend in the results, work with your sales representative to change your script.These suggestions are just the beginning of the creation of a call center script success for your organization. Work with your sales representative and to hear their suggestions, add your own, your market research and the script will be a success. The communication starts with clear instructions from you, and clear voice on the answering of your phone line. Your call center working with you to ensure all your needs are met beyond your expectations.Karin Rosner is a writer in New York and worked at 1-800 We Answer, a division of EFLS, Inc (e) since 2004 . When not writing articles about the call center or working on his first novel, which is the reality for hundreds of customers who use their phone company and respond to live call center services.

The easiest solution for customer satisfaction

The easiest solution for customer satisfaction ? Thank you for calling XYZ Company. Your call is important to us, but not important enough for us to respond. Please hold for eteity or leave a message and a representative will contact you as soon as it is for us. If you? Ve always on the phone so that a company may relate to the frustration arising from or automated voice response services. Without doubt, if it was the first time? The way to do business? It 'been very troublesome, but times change, people and automate imprudent business practices such as these are the acceptance (or at least tolerance). Of course this is OLE? Time the principles of customer service? how to answer the phone before the third ring to avoid a customer on hold, if possible, and service personnel? are still solutions to our customers' satisfaction. But in our automated world, it is essential to understand the importance of responding to customers quickly and appropriately, especially if they were forced to a long recording and traipse through a jungle of keys to type a message for you, however, the luxury to speak to a warm-blooded people. The question of whether a customer is in contact with people via phone or e-mail that the company should seek to ensure a timely, if not an immediate response. Customer satisfaction is dependent response. So, you might ask? What is a timely response? Honestly, the definition of a timely response depends on the client? S perception. The urgency of their need may play in the mix, or their idea of a timely response to their expectations. For some reason there is a perception among business people that a 24-hour response to a request from the client is sufficient. Among the customers? Prospects, but after 24 hours to wait for a quick answer to a problem or a solution to a serious problem is ridiculous and aggravating negligence on the part of businesses. When customers have a bad experience from the customer? Perspective, they are sure to bring more options to meet their needs. Pure and simple? bad customer service in business lost. Regardless of the type of business you are, and if you receive requests from customers via telephone, e-mail or a website contact, it is important that you retu immediately to your customers. Reaction to the release of service objectives is the easiest way to obtain a competitive advantage, which satisfied customers, to manage your customers through repeat business and build your market share through customer referrals. Response is the most important factor for improving customer satisfaction.

Keeping your cool when the customer is hot

Keeping your cool when the customer is hot One day in the life of a businessman may be of joy and satisfaction, or it can be frustrating and stressful. If something goes wrong, some people lose. Keep emotions under control and to respond professionally in the fire are not always easy. It 'very hard to be nice for people who are not sympathetic to you. So, what to do to make your cool when the customer is out of chewing? Most of the time is not your fault. Is the problem with a product or a service supplied by another person in your organization. You are always to blame because the unhappy person is in first place, and it is not pleasant. When it comes to evil people, there are four important steps to help spread the situation. Step one is to apologize. "But," they say "not my fault." Do not matter who is to blame, in any case, we apologize. As a representative of your company, you have the responsibility to see that things are good. Their desire for justice will have a positive effect. Because in two for a topic. If one of you refuses to be unpleasant, there are disagreements. You are not to accept the debt we are simply saying: "I am sorry for the problem." I am your breath, unless you want, with absolute sincerity, so make sure your tone of voice with her. Step two is to understand the customers angry. Let the person who identifies with your feelings. To say that I understand the frustration after receiving a defective product or bad service. The angry person begins to feel better, when his response is validated. Step three is to accept responsibility for the situation. Contact the customer. Let he who is going to do what it takes to make things right. One can not help what has already happened, but it is a solution to the problem, or find someone who can. The last step is to act. Decide what you can do, and say to the customer. They replace the defective product or incorrect as soon as possible. If the problem was poor service, better service. If you offer a bonus of some sort or waive fees, the Tiger, before you tu into a pussycat. Use the abbreviation "ASAP" to remember these four steps for calming upset customers. Each letter stands for one part of the process. One is "Apologize." S stands for "sympathy". An acronym for "responsibility". P means "prepare to act." Nothing will be solved argumentative and reactionary. Instead, diffuse the anger of the customer by providing apologetic and sympathetic, and focus on positive measures to resolve the situation. Before you know it, your enemies are your allies. Ah yes, remember to smile. And all feel better and more educated. (c) 2005, Lydia Ramsey. All rights reserved in all media. Please reprint articles on-line is intact and all links that are at home.

Customer service with a touch of Mink

Customer service with a touch of Mink I grew up, there was a small window next to the sidewalk in New England-style brick building, where you can peer inside to see tailors and sewing by hand only mink coats.If there, sooner or later, a surprising thing happened. One of the tailors who smile at you, just slide the window open, and hand a piece of that vision, about six inches long and two inches wide. Here, here? him? I would say with a big smile. ? Take it! and then? d laugh his way back to workbench.I? Some children are not safe? So what to do with them, but a dozen of these pieces of her mother might very cool Davy Crockett hat for you, or just one, you can frighten your friends by shaking as a captured skunk.What No? not appreciate at the time was how it was smart as a customer service investment. Each child had a mother that was meant to ask where you have the vision, and you? D as people listen to his beautiful kids.It was a good investment will.Moreover cautious when children grow and become buyers when they wanted coats, guess where? d go in the first place? This is called taking a long view of the customer puts relationships.It Customer Relationship Management (CRM) for the shame of thinking that, despite his protests to the contrary, it is one thing-has-done-for-us-lately to customers CRM satisfaction.The micro extent people today? s operations to determine which customers are perking work, and what should be completely ignored. They have no interest in the long term, the plants in their communities, with sweet gestures, and after germination in ARBORS support.What can be done, stroking their clients, both current and future, with the soft touch of mink? Answer this well, and to build a road to customer satisfaction that can survive the test of time.Dr. Gary S. Goodman, chairman of Customersatisfaction.com is a keynote speaker, management consultant and seminar leader and best-selling author of 12 books, including some groups and sales? and monitoring, measuring and managing customers. He is a frequent guest on radio and television throughout the world. A doctorate from the USC Annenberg School, Gary offers programs through outreach at UCLA and numerous universities, trade associations and other organizations in the United States and abroad. E ', based in Glendale, Califoia, and can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.

Customer Service, according to President Try before you buy

Customer Service, according to President Try before you buy After many speeches and seminars, I asked, how to protect consumers and businesses against the rip-off? Surefire There is no way to ensure you are receiving the quality of customer service, to be surprised and happy, or are your expectations surpassed.But a way to avoid scams and fraud leaf d '? Try before you buy. What can I say? Make sure that in your negotiations, you are able to taste something completely before you take possession of it.For for example, a few years ago troubled automobile Jaguar offered a 30 days refund guarantee for those who bought their car. Because this dish has a reputation for providing buyers heartbreaks, the manufacturer felt the need to try this move to get people to drive these vehicles showrooms.There? S no reason why we can not negotiate with a person of the same guarantee of any dealer sales model at any time. The licensee is the owner, it is technically or finance your car is sold, you can cut almost all transactions, which wishes.If emphasize that you want to try before you buy, or more precisely, that you need one? Out? if the machine does not meet your needs, you can write that in the case, that he wants your business badly enough.The is wary of any situation where you see the sign? All sales are final. That? s usually a tip-off of a fraud, which is to be sold quickly falls or fails to meet the buyers, so sellers who feel called to overcome the buyer? s remorse.Never make a sale final until it is convinced that he thing.Sometimes law, this means that development, or that your lawyer draft the so-called? condition? o? resolutive condition. In layman? s terms are clauses in contracts is not to say that face? t sealed until something happens in the first place, or is it? s only an agreement, if something does not happen later. I have to keep it 30 days before the sale is final? or I can retu it for a full refund within 30 days, if I? are not met? are the types of conditions that may be in agreement, you have made in these to.When you can rest assured that you can try before you buy! Dr. Gary S. Goodman, chairman of Customersatisfaction.com, is a speaker, management consultant, and seminar leader and the best-author of 12 books, including Reach Out & Sell somebody and inspection, measuring and managing customer service and l ' audio program, the "law of large numbers: How To Make Sure the success," published by Nightingale-Conant. E 'often called on the radio and television throughout the world. A doctorate from the USC Annenberg School, a Loyola lawyer, and an MBA from the School of Peter F. Drucker at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations and other organizations from Santa Monica to South Africa. He received the degree of Shodan, 1st degree black belt in Kenpo Karate. E ', based in Glendale, Califoia, and can be contacted at (818) 243-7338 or: gary@customersatisfaction.com. For more information on coaching, counseling, training, books, video and audio, please go to