Six Sigma and Customer

Six Sigma and Customer Customer focus Six Sigma methodologies can not be abandoned for any reason. Although the final results of Six Sigma implementation (such as improving the profitability and the bottom line of "lean management) are very important, the latest value added in the form of retu of satisfied customers. In business, the pressure of constant innovation is due to changes to the growing needs of customers worldwide and technological challenges. Companies that reach the top and stay there, primarily because of their commitment to change through Six Sigma Sigma Sigma initiatives.Six and CustomerSix, a tool for quality management based on statistical methods developed Motorola is helping to improve customer satisfaction through significant changes in terms of cost and usefulness of the product. The innovative approach, with the application of Six Sigma, rather than trying to struggle with the mechanics, the focus automatically changes to the strategies and the integration of efforts.Some companies are taking initiatives to take the Six Sigma methodology customers for the company outside the walls, and to participate actively in the effort to integrate in this process. This approach is proving a great success with the use of these companies facing competition.Engaging The CustomerToday? Customers are cautious ring to obtain for the purchase of products by customer, with marketing expertise in the disorder we call? The market?. Six Sigma works to make things clear for customers from sharp edge (value) that customers are looking for a client product.The strategically involved in a stage where the plans are being developed. By listening to customers and their participation in the process, the company can get one? Thorough understanding of the reasons why we are moving in the direction we are moving, both locally and globally. This approach also helps to build confidence and loyalty.Companies as Motorola, that the application of Six Sigma, to go beyond product development and profits in its commitment to customers. In addition to its regular line of support, have established a dedicated line for this purpose. Customers can use this line of communication with more detailed questions relating to any product or service, and to monitor the status of your initial application. This is a classic example of each level of quality was achieved through Six Sigma implementation.Looking AheadAnother strategic approach was adopted by GE Commercial Finance and is a revolutionary step in the field of commercial loans. The ACFC (at the customer for the customer), it was clear that customers do and why, with over 30% of them said that Six Sigma. Effective communication with customers of GE has made it a favorite among consumers. GE has been successfully implemented and the initiative is also sharing of experiences with its smaller customers Six Sigma, that can? Afford to implement Six Sigma in their companies.With is? Belt? Working from the front, companies can achieve a win-win situation with their clients because of the feedback they receive. If this approach directly benefits customers, benefits for business too. However, the age and large enterprises, ie you get to interact with its customers one by one. The successful outcome of this is seen in more than a construction company? S customer base and increased profitability. The objective of the project with matching, made possible with Six Sigma, which provides a win-win situation for all.Tony Jacowski is a quality analyst for The MBA Joual. Avet Solutions? Six Sigma Online () offers online classes for six sigma training and certification in Lean Six Sigma black belts, green, and yellow belts.

Add Value to kill mediocrity and Customer Service

Add Value to kill mediocrity and Customer Service There are two types of customer service that we all experience from time to time, outstanding customer service and poor customer service. What we are seeing most of the time is mediocre service.Mediocre customers is a strong word for the media. That? S, where your experience as a customer is not memorable, nothing special - under-whelming might be a good word! The problem is that with an average is not it? T give a competitive advantage. Just to compete with other companies like yours to keep, which to one another in terms of price and quality for a stay in a group business.I asked one of my seminars, write the names of places? D went to do business, which are open, and then because we did discuss. Nobody came to more than one name, and some have been? T is also a commitment that outstanding.In of all the remaining cases, the companies had one thing in common, they have something no company is mediocre? T do. They added value.They you something you do not? T wait. Often surprising. Were more of a personal touch. These problems quickly and with a sense of urgency. Followed on a promise. Remember your name and a smile when he said. Thanks for your business, and is intended in his voice. They trained their people and to validate their contribution to the success of the local restaurant business.My, yia yia? S Euro Bistro is a good example. I was at lunch at the bar one evening with a client from England. My client has expressed disappointment that yia yia? No S? T is a baked potato on the menu to go with the steak is ordered.The barman, Joe, said. ? Dear Lord, if not? T mind waiting a while 'most of us? Ll get a baked potato. Joe is one of the waiters, the way to a nearby restaurant and retued with a hot oven potato.My client was surprised. I was not? T - because this is typical of this restaurant, which is not to the delight of its customers. Which is why he enjoys his reputation and success. It might be something to do with the philosophy of the owners and management team? Understand that in today? S overall, loaded with options that customers demand that products and services faster, better quality and cheaper, so that to be truly competitive, we must be more creative in finding customers and maintain discipline in control costs, and greater responsiveness to customers conces.In short, we need more than the average. We need to kill mediocrity. We need to add value. Here are some ways to add value and the outstanding mediocrity in your business: 1 Surprise your guests with something extra, without further charge.2. Do something different and better than the competition, as the great harvest bread invites you to a piece of freshly baked bread, and makes you feel at home whether or not to buy in time.3. Your customers expect? Needs, such as the Bellman in a Philadelphia hotel to me a map of the city, knowing that was my first time driving there.4. Make your customers feel important with a compliment, or the memory of their names, like Peggy to Sumner Regional Medical Center, said that I had a great band, when she greeted me upon entering the building.5. Help your customers? D In the one article of a reference, by introducing him or another customer.There 's nothing magic about the value, but if you do this, you get the magic in customer service! John Madden is a speaker, trainer and author of? Leap, don? t sleep? (How to get different results with something else). He helps companies and individuals are profitable customer service training, change the presentation of results, the coaching skills for managers, stress management through humor, time management and social skills. You can reach him at 1-800-301-2924 or 316-689-6932, e-mail to john@LeapDontSleep.com; Website:

The client is seen as making its customers

The client is seen as making its customers What your customers experience when interacting with your company? As Mystery Shopper, to help businesses see themselves through the eyes of its customers, posing as a typical customer and evaluating their service, quality and cleanliness. It was easy to find what you need? The employees were kind and helpful? Everything was orderly and clean? I thanked my business? What happened when I made a change? If your company is an inteational distributor or a small one-person, who does not know their customers the perception of quality and service you can hurt. Please their customers and to test the shoes of your business. Depending on the nature of your business, you can make an assessment of your business yourself, enlist the help of some friends, or hire a mystery shopping company to implement a formal, ongoing program. It might be surprised (pleasantly or otherwise) so lea.Call his office. How long does it take to get an answer? There is a greeting? What do you hear when on hold? Go through the menu item. None of them are dead ends? How long does it take to reach a human being, or at least a place where you can leave a message? Call your line and an order. How long does it take to get the item? E 'was well packed and sent securely? What else was in the package (for example, a catalog, due to additional gift note)? Ask a question about retuing. And 'the service that receives good as when you ordered? The customer service person try to save the sale, offer alteative solutions to meet their needs? Walking through its sale. The product was interesting? It is quite clear the price? Clear the aisles so you can comfortably walk? Can form in a cart? The rest is clean and the room full of supplies? Go to their website and place an order. Does your site load quickly? It 'easy to find specific products? The order form work? What makes the media, when a client receives a request (for example, a confirmation via email)? Send your question via e-mail and see what answer you receive. They are the link of your site (inteal and exteal) work? You may also want to know if it is appropriate technical sales followed. Even if a customer does not complain that his staff? Do not try to Upsell them the bottom line can suffer when we lose this important step. Also, to help customers need to have everything in one stop, they can increase their satisfaction and loyalty. We recommend people selling other products and customers say optional services, such as a maintenance contract? Otherwise, your company is losing revenue and profit.When is you and your customers can not identify problems that can cost you sales. Making it easier to do business with you and see increased profits! Copyright Cathy Stucker. As the idea Lady, Cathy Stucker helps entrepreneurs and professionals attract customers and be famous. Get free marketing tips in mystery for more information on purchases, see

Quality vs Quantity

Quality vs Quantity It is a struggle in call center. The teams have quality than quantity, two performance factors, don? T seem long. Super Speedy representative says? I? Ve, more than anyone asks the team today. My average time for processing is the lowest on the floor. Coach Level Head breaks it? But the quality is inferior to all others in his team. Dan says more representative? My ratings are high quality. I do all my clients attention they deserve. Coach Level Head breaks new? Your average run time is through the roof, and there are customers waiting in queue for attention to their needs.Where happy medium? True quality means that an effective and efficient customer? S must be fully in a reasonable amount of time.As a call center manager in customer service, I have a group of 20 representatives. How many teams are there? Top performers? or super-stars? Middle of the road? or most of the team? low-skilled? or persons who need help in the middle of the road. My goal was to use all at the next level and ensure the quality and efficiency group.I like to forget, a team member, fell into the category of artists below. It was very detailed, very well with customers and the quality of their results were excellent. So what did in the low category of artists? The amount of time we spend on each call. In one day you complete half of the number of calls from their team members. Their average time to handle, from charts. We had to work on this as soon as you possible.I on several occasions and found the means to ensure their time to their calls. You have more input, while talking with the client, have leaed how to fund the system, so they can be the answer to your customers? S billing questions. However, their effectiveness was not there. So we coaching.Her The argument was that their quality was so high that the amount does not matter. Receive 95% to 100% control over every customer. It was the customer with a quality of interaction. You walk away feeling good about the company and the services have purchased. So why does not matter if it is a time in conversation with each customer? This discussion is my explanation of the quality and quantity for good. I explained to her (and everyone else, on any team I have ever trained for the future), the quantity is not an objective of separating Quality.Quantity is the efficiency and profitability is only part of the quality. Instead of focusing on the number of calls we have in one day, we need to talk about performance goal for which we have, how effective these calls. We have the time we had with them properly? You can not say that we offer the customer a quality interaction when you held the phone for 25 minutes trying to solve their problem. In all, we call usability, information, honesty and efficiency of responses. A customer who has called the answer you are looking at 3-4 minutes, happier than those who in their response after 10 minutes.In addition to the single call of the time, a representative has a conversation with a customer can have an impact on the prospects of customers waiting in the queue. I am not suggesting that members of the team race through calls for a response to the next, but it is important to be aware of the effects of time spent on each call. The more efficient you are on each call, the more effective the service is whole.We to improve the efficiency of quality, providing for each call. The preparation includes knowledge of tools and systems we use for the customer? S is required, which to date about new products, services or applications, the customer can call, and our attitude improved customer service to talk to each customer.All This quality has become my message. I have to take a box of soap in your living room and spread the good word. Quality is quantity or efficiency. Offer clear, helpful, effective customer interactions. My team leaed and their performance in each goals.Let quality battle against the order quantity. Thanks to your customers you.About Author Jenny Kerwin is a co-writer for Interactive Quality Solutions. It is the experience in training and development of leadership positions. If you are interested to read the texts of Jenny visit and information to create performance management process for your team to:

4 alternate ways of life of clients

4 alteate ways of life of clients They always have more people that are down   Your offer to purchase effectively. They could not   Purchased because of price, payment options,   Or any other possible cause. It is only at the end   lose their lives all these potential customers.   However, there are many ways to minimize   The loss of these prospects.One is to accept barter offers for your product.   Maybe the person can not afford to buy the product.   You can do something in your   Business or personal life. If the exchange is not fair   enough, neither of you could be in some bar. You   can not ea money, but you can buy more   Products you offer.Another way of an offer for negotiations   End of text. Tell your readers, if you   something you do not like your work, which   may contact you and buy another   Offer. You may not like the price, warranty,   Shipping methods, payment methods, etc. You can   potential customers through the duration flexible   with your offer and negotiate instead of losing   them.A easy way to achieve lasting customer   For a freebie people. The freebie should   in conjunction with other products or services you sell.   You can not pay for the freebie, but   You can get a lot more people with one of your   Products because it's free. If I am impressed   Your free product there is a high probability that they   Buy more products in the future, the last is to sell the product at that price   Cost to produce or buy. It 'usually   sell more products at a price lower than the   Competition, a number of potential life   Customers. It is breaking even in terms of cost, but   They profit from Upsell and Backend --   Sell your products for your life customers.About Author: Rojo Suns for grace is a hunter who prefers to work quietly / confidentially for the benefit of their customers.

Ten Secrets of Customer Service for beams

Ten Secrets of Customer Service for beams Recently I was facilitating an exceptional customer service   Program for lunch and broke it. Knowing that the restaurants   in an area that has much to be desired in that it gave me the   students fifteen minutes extra lunch.Sure enough for a group of four students came running up to   In the classroom with their lunches in hand. I sincerely   apologized and explained that the poor first   service in a restaurant (the restaurant is part of a national   Chain. Hint: Its name refers to a day of the week. Can I? No   Give the complete answer.). He explained that   after the waiter initially took their order, who have waited 45   Minutes before their food finally arrived. During the wait, no   reached the control them.They explained the food and, finally, the time has come   To leave the classroom. They were not happy. They asked to see   Restaurant manager. The director came to sheepishly   view and asked: "What's wrong?" One of my   Students explained the situation to the restaurant   manager replied: "The food bill only shows   Wait eleven minutes. "My students were not satisfied   and says that if the director asked, "Can not   It's like dessert? "My students are again expressed   Not happy. Every time my students expressed their   Unhappiness, the manager would say sorry. My   Students were? do not buy it. The manager then left without   Explain where and what he was doing. The operator   retued and said that my students were the meals free.   Even if the director gave them free meals my students   said it would never retu to that restaurant or any other   Chain.So restaurant that was why? Customers not happy? The restaurant is   the opportunity to tu a difficult customer service experience   in a win-win situation for all and is wasted. Not only   of these models, my students will never retu to any   restaurant chain, but like many others who   Tell their bad experience? The unfortunate   customers on average tell 27 others about their   Experience. Using the Inteet, where Web pages   or e-mail, you can increase that number in the thousands, if not   Millions with the click of a button. However, according   the Department of consumer, 82-95% of the miserable   whether to refer customers really impressed and five   Customers.Let new? s take a look at ten secrets that not only the recovery   his client in any situation, but have a new reference   customers, but adding more money to your bottom line   Revenue.1. Smile   Nothing can tu a hostile situation when the position   Faster than a sincere smile. A smile that says: "I want to help   That in a positive way. "It communicates that are positive   About interaction with the customer. A sincere smile   improve the communication process so you can find   Faster.2 solution. Look like the solution Creator   Be sure to introduce yourself, find the score? S   name, and let your customer know your position and why   You are there. This allows the client knows you are taking   responsibility to create a solution for them. One could say   Something like:   "Hello, my name is Mike. I am the manager of this place. I   I am here to help in this situation, please tell me about   He. "Notice I did not say," What? s the problem? "Using   "What? And the problem? "Start your customer service   Situation in a negative note. The customer is thinking   "You? Back problem ',' This is the problem, "   "The whole world is the problem," etc. When you start the   conversation with "I am here to help you in this situation,   please let me know that you are creating a "verbal   Agreement "on the client? s account of moving towards a solution.   Note: If possible, please use the client? S name   All conversation.3. Listen   Customers wishing to tell their side of the story and feel as if   only listen, but listening to them. A mental   step back and engage in active listening   Customers? s history with an open mind so you can find a   Solution. In this situation, the operator was silent   while my students were explaining their story. Be active   listening and creating empathy ( "put on   Customers? s shoes ") with statements like:" I can appreciate what it is? are saying. "*" I can not understand how? d feel that way. "*" I can not see? would be troublesome. "*" Sounds like? I have caused inconvenience. "*" What I have realized that the situation is ... "Please, stay away from the communication that alienates customers   such as: * "I do not know why you are so upset." * "What? s the first time you complain about that. " * "I know how it feels. "(why not? T) *" Boy, you? Certainly crazy. "In the story above, the students said that the operator   State? Not satisfied with the service, why not? no   Time to eat their meals. The director does not listen, she says,   "Would you like dessert?" The solution is not more food.   Listen for the answer! 4th Sorry for the right reasons   Be sincere in its conce for the customer and say sorry   The right way. Many times, in the warmth of the customer   service to the situation we show some signs of conce about the   to do the following: * The first words of interaction with the words: "I? sorry. "First, no? Not find any information from the customer to feel sorry .* Say the conversation with everyone saying what we feel. When we say sorry to say exactly what we feel for.The students, even if the operator is required to repeat   Unfortunately, no? I do not think the manager was sincere in his   Apology. The correct words to say that we feel is as follows: * "I? I think we had to wait so long for food. "*" I? I believe that were treated in this way. "*" I? I believe that our employees have said that to you. "*" I? sorry this has happened. "Let the customer know exactly why we feel. The   Students through the operator? s "sorrys" are sincere   because he never mentioned why he was sorry.5. Leave your personal way.   Let customers know you personally create a solution   For them. It could be as simple as saying, "I? Taking m   Personal responsibility. "6. Do what they want   One of the fears we have to try to meet the   customers is that we think they want something beyond our   Reach. Ask the customer, "What do you do?   or "What does it mean for you?" You   was surprised by the fact that in most cases unless the client requests   Who were willing to give.7. Statements condemning the use   Make sure that the next to win the trust of customers: "We? Are you going to do something! "*" Let's make a change now! "8. Present a clear plan of action   Make sure the client knows what to do   Rectify the situation to them. 95% to make things right for   the customer is aware that what you are taking action   To make a difference for them. Explain the actions that they   and deadlines that must be taken to make things right for them.   If you need to exit or make a phone call to get   Further information, including: * "Please forgive me and make a phone call to obtain the best solution for you. This will have five minutes, please can you expect? "*" Sorry, I must ask the person with the missing piece of information so we can resolve this quickly for you. Do you mind waiting five minutes? Note: Be sure to retu to score the first time   The specified time. If promised ten minutes, you   Back to the customer before ten minutes. Usually   twice the normal time to obtain such information.   If you know you have ten minutes to obtain the response of   customer and the customer said it will contact them   Within twenty minutes.9. Move quickly to solve   If the procedure 1-8 you are ready to give the customer   the solution wanted a win-win situation. Can   confirm this with the following statement: "It would not be acceptable to you?" * 'It is this the solution you were looking for? "*" This right to do things for you? 10th Require undertakings   If you did everything right this is the ideal time to ask the   Customer to do business with its new   Organization. It was found that they were professionals,   Care, honestly, positively and proactively. Why would you do? No   Doing business with you? Some of the ways you can say is: "We would like the opportunity to serve in the future." * "Please go back and I personally guarantee that you receive outstanding service." * "That's 20% of coupon. Please use at your next visit to our establishment. "E '? s important to know the customer who is   We appreciate your business and want to retu.   Remember, if you've done everything right, not only were   retu, but others do business with   You. Use customer service to build situations   its business.Ed Sykes is a professional speaker, author, and success   coach in the areas of leadership, motivation, stress   management, customer service and teamwork. Can   e-mail him at mailto: esykes@thesykesgrp.com or call him   (757) 427-7032. Go to their website,   And the registration for the newsletter,   OnPoint, and receive the free eBook "secrets, stories and   Tips for Customer Service Wonderful. "

What is Customer Service

What is Customer Service In these days of competitive markets, companies, focusing on customer service is the only one that not only their position, but grow. You can expect an answer to the question "What is customer service" that is "more than" customer expectations, not only "satisfactory" is. It is not only the product or service for sale, but people should buy from you. A great product is the first step. Everyone likes the quality, even if it is a price competitive with other similar products. If the product itself, see what can be done as it plays, what it is, as compared with others. If you can use the product as the best in the price class, not just customers to buy from you, but recommend that others buy from you. Then you have a great product and your customers is growing - as is your pre-and post-sales service do? Not many people think, how they sell the product, but it is still literally in the service of clients. How many of us have the phone to someone who has the unenviable task of cold calling customers to try to sell products? "Cold calling" for printing and distribution are two areas that have managed to sell a bad reputation, especially if they are persistent, repetitive, and obviously so desperate that a sale that are too aggressive. This is certainly not one that is customer service. Most of us prefer our market research, if you buy something and the Inteet is all much easier. If you want you have a customer with a website has become indispensable, but as an optional accessory. Customers can rely on the product, lea more about them and then contact you if they are interested. If you are using your site, you are able to provide a list of potential customers to work with them later. It seems, from what is above that there is no place for the sale of human beings more. On the contrary, it is the case, from research I did, it seems that most customers who value speaking with someone who has knowledge of the product (this is the important po '!) It is capable of all the problems resolved quickly. Call Center in India may be more convenient for implementation at local level, but the operators to understand what a product, you may also want to do? With the best will in the world, things can go wrong. For example, it could be a faulty batch manufactured, or whether to offer a service to those who have not updated. Symptoms begin in the next, and you can keep your head in the sand and ignore, or we can admit the mistake and try to assess the situation for all the satisfaction. Good customers are always the second lane. Why? Through the agreement with a problem quickly and efficiently, that the client is happy and say what his friends sound, you are. Ignoring the problems or just not the quick and satisfactory solution really annoys customers, and is not recommended for others. According to a survey 68% of customers from a supplier, where they are based on an attitude of indifference. A personal example now. My car broke down after not too far from a local garage. I phoned them, and without hesitation, they explained that they would go and collect my car and repair. They called me later in the day to tell me the cost, and I want to repair (Goldste no. 1). They said that would benefit from the cost of collecting the car, because it is not too far from the garage (no Goldste. 2). They repaired the car and made sure that everything else is ok - at no additional cost (not Goldste. 3). A week after the repair, who called me and asked if everything goes well and there was something else we could do to me (no Goldste. 4, 5, 6 and 7). I was very pleased with the service and buy cars, because they come from the garage and make recommendations to friends. To me, this is the answer to the question "What is customer service?". There is no better advertising for a supplier of goods or services is as great customer service.

The abandonment of customers

The abandonment of customers What have you done to your existing customers lately? Probably not much, if you're like most businesses.I know that hunting for new business is an adrenaline that the company is already working, but it is not essential for their long-term success. The best program for new businesses is giving an excellent service to existing customers. Let's review some things you might consider for the current staff customers.Really mail has become a thing of the past. Buck and highlights the trend. Send a hand-signed cards for their customers. This could be a birthday card or a "thank you for your business' customer card.Create a special event. Invite customers to a non-commercial event, like a wine tasting or an event that ties back into your core business. For example, a retailer can accommodate an outdoor canoe day. It gives you the opportunity to meet their clients in a social environment. It also provides fodder for customers to discuss their clients you.Gather distributing business cards and those who can use their customer service. Write a note on the back that says "Thank you (hence the name of your company)." Most companies neglect their customers and it takes very little effort over the crowd. Therefore, look after their existing customers, and care management you.Harry Hoover is director of Hoover ink PR. He has 26 years of experience in the development and delivery of messages to ensure the success of the background of major companies like Brent Dees Financial Planning, Focus Four, Levolor, New World Mortgage, North Carolina Tourism, TeamHeidi, Ty Boyd Executive Leaing Systems , VELUX, and literal.

A different approach to send the cards to their customers

A different approach to send the cards to their customers Want to be scared? Do not send a card to stay in one of his clients, but ask him, a week after New Year's Eve, "Did you get my card on holiday?" "Why, yes, tell your customer. "Thanks for this." What more can I say? It has dozens of holiday cards from vendors. Figures obtained them, but not in his mind, such as providers of vacation .... do.This card every year, save your money. Do not send holiday cards to their customers in this place all.Do: choose another year to send letters to its customers. Choose a party that makes sense for your business (buy a copy of the Guide at any bookstore Chase vacation in search of a major holiday), or make one. Send a card that said: "Today is a national [here is where you get creative] day, and I was thinking about you." Alteatively, send your clients a birthday card. It will highlight. You can use it to find our customers Plaxo birthday. Or send a card on the anniversary of the day it met. Or send a card on the anniversary date of its foundation! Appreciated.Do to be something different. Do not let your standard holiday ends in a lot of money. Seizing the opportunity to put their stamp on the holiday-greeting thing - and make a impact.Liz Ryan is a former executive of Fortune 500 companies, an entrepreneur and founder of WorldWIT, the largest of the online network for women professionals (He lives in Boulder, Colorado.

Customer service is not a four letter word

Customer service is not a four letter word What is the word appears in your mind about a recent experience in customer service? E 'is good or bad? Customer service in this country seems to be in the same direction as the Titanic. Why? One reason is most Americans feel the job of customer service and are of little importance. Secondly, many organizations have eliminated the human element, replacing it with a lower cost, impersonal conglomeration of voice, e-mail, and online application forms. For many service companies in the short term is to reduce costs, cut coers, and the behavior of profits.The Hotel Ritz-Carlton makes customer service an art form. Unlike other places, if you know how to treat your customers well and make a special effort to please them? Guess what? I'm back, tell their friends, and maintain a long-term relationship loyalty.My wife and I recently stayed at the Reynolds Plantation Ritz-Carlton at Lake Oconee, Georgia. Upon registration, we deposited our bags and took a seat in the hall to enjoy the view over the lake. A few minutes later, a service of the person named Susan is to initiate a friendly conversation. She asked us why we stay at the hotel. I said: "We are here for our wedding anniversary." With a big smile, she said: "Congratulations. I'd like some 'champagne. "Wow! This was the first of two episodes in this hotel that capture my loyalty as a guest of Ritz-Carlton.Later night knocks on the door that took us by surprise. Greeting us was again Susan. This time he surprised us with a delicious slice of cake carefully presented on a tray. Under icing was the inscription, "Happy Birthday". Wow! It was not a stroke of luck, we stumbled upon Susan. She and other employees Ritz Carlton, are carefully selected and trained on how to identify clients? S unspoken requests. They follow a process called "Three stages of service." Step 1 - Warm welcomeStep 2? Anticipation and complianceStep 3? Fond farewell is in phase 2, where the staff members to seek and discover host? S needs or desires. Then there is a way to create a "moment of truth." In our case, it's champagne and cake.Now birthday, let me make an important point of criticism. I know many of you say: "I expect to be treated well in a quality hotel? This is what I paid for. "Let's examine the issue. The same principles and rules of behavior demonstrated the Ritz-Carlton may also be applied to your dealership, bank or company, they can t? A Gallup survey found over a period of one month, a customer "emotionally connected" to the organization spent 46% more money from a customer who is satisfied, but not emotionally tied to imagine going company.Just repair your car with your car. Within sixty minutes, have corrected the first time, and deliver to your home, cleaner than when you made the switch off. How many people say about this? Of course, the owner of the auto repair shop to see exponential growth. The additional profits and revenues exceeding the time spent and costs exceeding customers expectations.In today's competitive economy, all companies are required to make a choice, or become exceptional, or just stay the same - average. Needless to say, it is easier and less expensive than the average. However, examples abound of small and large businesses destroyed by the competition, because they refused or were unable to keep your change.To help the competitiveness of firms, consider the following four stages of exceptional service.Step 1 - Select the right people. Companies to reach the first line of customer service is essential for success. Thus, they spend more time recruiting and hiring the right people.Step 2 - Set performance standards. The design and development as the employees are supposed to act and respond to customer needs and requests.Step 3 - Maintain on-going training and reinforcement. Good customer service is not natural. The success of the company to strengthen and train their staff continuously.Step 4 - Define the consequences of behavior. You must hold people accountable. Reward those who exceed the standards and develop those that are not.Greg Smith performance helps to create organizations that attract, retain, And motivate their staff. As President of Chart Your Course Inteational designed and implemented professional development programs for hundreds of Organizations worldwide. Growth Consulting Company, which has helped companies owners reduce tuover, increase sales, provide better customer service, and Achieve long-term prosperity. He is also the author of here, today, tomorrow: Tu your work to high tuover rates of retention, the New Leader, and many other books. For more information, visit   or call (800) 821-2487 or (770) 860-9464. Customer service available training programs / Servicevideo.htm / Servicevideo.htm.

Outsource your Intranet is more that you might think

Outsource your Intranet is more that you might think Until recently, if a company wanted an intranet, but first an inteal network. Then they had to install a web server and set up that the inteal documents of the host. This was an intranet, which is an inteal network, the Web-based technology. The difference between an intranet and a corporate network that is all on the intranet via a web browser. To ensure access to the intranet, the company needs to install special software provided by a firewall, and install a VPN server or switch. The device could be very expensive and most companies had to hire or train, everything. Consequently, intranets were beyond the reach of small businesses. Yet all that has changed. There are now a number of service providers that hosted intranet solutions to companies in the outsourcing of hardware, software and maintenance for their intranet. The providers of these services are sometimes referred to as an Intranet Application Service Provider (ASP Intranet). Because outside of your host society? For small businesses, the costs may be the deciding factor. For large enterprises, unless the necessary infrastructure already exists, not to acquire new equipment and staff training may be more convenient to do so alone. Benefits of an intranet hosting? Hardware and software have not purchased or installed? Security measures such as authentication, regular backup and disaster recovery are in place? Staff for the equipment must not set or training? Many applications are already out of the hosting company? The technical support provided by hosting companies disadvantages of a hosted intranet? The data may or may not be more secure if he kept all within your company? Any restrictions on software use, and services is possible? For larger companies can be expensive over a longer period than hosting inteally.

How to get more customers just by knowing their names

How to get more customers just by knowing their names This article will explain how important to know your customers and the positive impact that in the conduct of business.Whether greet your customers in person or by phone, is always a good idea to lea from them name.If don 't know their names, just ask. It can be said, in reply, "what? S a beautiful name! "O" How to please so I can remember? "There is a big difference between saying? oh you? "Hello Mr.", "hello woman" in a comparison? Hi Jack "or" Hi Jane, how are you? ? There is something very special to be your name. Customers know that you are on them and their only.This is a powerful tool for communication and marketing, you are with your clients at all our Christmas cards times.When for our customers we always ensure that our customers? Name and spell correctly. There are also brochures on all the most recent to do, and we guarantee a good score rate.So response is always the correct spelling of your customers? Name correctly. Ask your customers how to spell their name if it is with them, and every time you spell wrong. Your customer bills, Christmas cards, birthday cards, promotional materials, or whatever it is. Get this right and you will be pleasantly surprised by the impact has.Ken Ajoku is the author of "45 powerful marketing strategies." To receive your FREE "The secrets of powerful marketing," a seven-part course from a value of e-mail? 199.99 Visit now!

Bad Chemistry rapidly dissolve the relationship with customers

Bad Chemistry rapidly dissolve the relationship with customers I'm doing everything possible to avoid doing business more than strictly necessary, with the dealership, where I rented my car.Literally them? I was pushed out of my job because I was in my new ride.Where I used to get a loan without cars, as a matter of course, no longer subsidize them unless authorized by the service warranty repairs.Their evil requires an appointment the week before, and they? Re accustomed to losing the parts that I have? 'I have given up on that car, luxury errant pieces inside, instance.But for the most is their problem? were changing their staff, to guide communicators who speak in? applications. These include the command, you must do X? and needs, you? Y. ll need? indelicate at best, but in general, defense and destructive relationships, mand-dealers generally fly under the radar of a person who can solve it. They significantly affect customers, but seems to do nothing that is so evident, which can be detected easily.What you see is the word mysterious spin bombs.Customers fall about the applicants and the masters, but the victim does not feel that we have a a smoking gun in summarizing why you feel the service disrupted them.So advisers, the problem persists until a consultant is listening and indeed their language.By time the damage was caused to relations with the Customers are dissolved and are irreversible occurred.And how defensive people who caused the problems to respond? They accuse their customers by flakes and worse.It? s style.Dr them. 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 Someone? and monitoring, measuring and managing customer service, and the sound of the program? Law of large numbers: How to make success inevitable? 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 in the United States and abroad. 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.

Don does not work with jerks difficult to recognize a client temprana

Don does not work with jerks difficult to recognize a client temprana Five minutes into the call I knew this client was going to make my life miserable. The problem is, I said "Yes." "In every practice falls a little 'of rain, or better said ... customer walks into a nightmare. You start to lose sleep for a couple of hours every night, thinking to keep the project during the lunch break, and you like your life has been absorbed by this client.What a nightmare! Do not enter into business for us to enjoy this? Have not had the opportunity to work with whom? Of course we do! The challenge lies in the recognition of a difficult score early enough to say "No" So how do you do? First, determine what "difficult" for you. It can mean different things to different people. For example, while some professionals will be happy to take a phone call from a score between 9 and 5, the other may have an allotted time for telephone calls. While some entrepreneurs love to get the detailed specifications of a project, others may feel trapped and limited in their creativity.1. What is a difficult clientTo help you decide what is important to you, here are some of the most common characteristics of difficult clients: - Do not meet the time to tell you how to do your work-at-Always check that change the opinion on a draft selection in all the details of trying to intimidate to make things that have not accepted, but the treatment is as if you are the boss and who are the workers who have little respect for their experience in a call for non-scheduled time with frequent e-mail with questions, answers that require long, they ask you to throw in a few extra, without offering to pay more to keep remembering how their taxes are high - they are often disappointed with their work, no pay on time, but we ask you to continue working with them, often cancel or reschedule the meetings they consider to be their only customer, and demand is able to complete the full list attentionYou this added some other features that are not annoying or your business, or for life style.2. Red Flag: a difficult early clientOnce to know what is important to you, look for indications of how this can be a difficult customer? First, listen to your intuition. It's easy to overlook the red flags, especially if you are hungry for business. "Your gut is never wrong," said an IT consultant. "I have always ended with a nightmare client, it is because I do not listen to my instincts and went for the zeroes." Listen to your instincts. Also, do your best to avoid that customers: - I want to sign a contract in a career search for the cheapest supplier, are your friends and relativesCreate a profile of your ideal customer, and make sure that all perspectives against it before taking them. "This is madness!" You could think of. "Not as careful choice of activity for me?" No really.Usually, spend more time on a difficult client (which can happen while browsing, in collaboration with other clients, or simply taking a break) and mood their personal lives may be affected by this project, and may even end up not being paid at all! carefully the prospects of the screen, and immediately improve the quality of your business life.3. Ratings - your best friend for the selection clientsAfter reading this, you might think that the choice is too much work and time. Bear with me, because this task has become as easy as 1-2-3.You can completely automate the selection process by asking your potential customers a full evaluation before taking on.The their questions they should ask things that are important to you as an entrepreneur and as a person. You can ask about how to have worked with professionals in the past, what your style of communication is, how much time you devote to this project, what is your due date is to be completed, and so forth. See your ideal customer profile to develop a list of questions.The that you are willing to spend the time to answer a long list of questions and shows that this is a serious prospect, and help you eliminate the "wasters time "as possible.4. Automate the processs really your choice how to automate the selection process? Very simple. AssessmentGenerator.com can use a tool that allows you to create your own modules and assessments, and on its website in minutes. Each time you receive a new perspective, to send a link to his online reviews and ask before completing their first call.AssessmentGenerator you do not need to know any HTML or install any script. Simply insert your questions and e-mail in which you want to receive the assessments completed and ready to be added to your site.You customer can also create self-assessment, where you and your prospect can see a score in as a basis to answer questions. Self-assessment scores are great when you want to work only with clients who have achieved a certain level of preparation for something. For example, you may only want to work with employers who understand the importance of marketing. Your assessment score shows how they are willing to work with professionals and assessments you.ConclusionMany for the first time when your customers. The problem is that they do it by phone, which means that they have put aside for a half hour or more to determine if this is your ideal customer perspective. If he or she is not only wasting valuable time that could be spent in more productive activity.Automating with a selection process AssessmentGenerator.com make your life easier and more fun activities. This is ideal for business customers and without stress! You may reproduce this article in electronic or print newsletter (opt-in publications only), or on its website, provided that the entire credit line and are included with this article and all hyperlinks remain intact. A copy of your publication appreciated.About The AuthorMilana Leshinsky is the founder of ACCPOW, an association of professional coaching and consulting in Web.Stop give your time! Gift FRE / E valuations place! Create online assessments in 5 minutes

Customer Service

Customer Service Customer service is the core of almost all businesses. E 'through this process that clients and customers are won and maintained. But what is exactly how the effective use and can help your business grow? Read on to find out.Customer support 101Customer support refers to processes involving the development and delivery of customer services including installation, configuration, troubleshooting, support and training to better meet customer requirements. indicator of the effectiveness of your business? s customer service is the interaction between their employees and customers. Your employees are ready to provide post-sales support to its customers, even when not required? The labor force devoted solely to ensure that its clients are served well after they have purchased their products or services? Some ideasRemember its employees to act based on the examples you set? putting up posters or their employees to be more easy for your customers is never enough. You must example.You client must also provide support for the hiring and firing of employees. Ask your supervisors to rate their employees on their performance in customer service, and reward those who demonstrate exemplary customer support.You ever your business? S level of customer service with that of its competitors. Observe their techniques to see what works and what does not. How? Spy? on them? Destined to be a customer? On-line, your e-mail, or call their toll free number and see how well they help. Do not ever groped to perform any service without a system of benchmarking. Customer service is not a low-cost airline? then you'll have to plan carefully what you do and what your score address.Remember issues that methods of customer service is the face of your business. You can create or destroy your business? S reputation. A well developed customer support system can do a lot of support way.Customer provides detailed information on customer service, the Client Software, Live Customer Support Customer Service Call Center and more. Customer Service is affiliated with CRM Call Center Solutions.Article Source:

How to make your company successful in the 21st century

How to make your company successful in the 21st century The following story is related to my field of activity, but you can see how it relates to all businesses. After location, marketing, and a business plan, our customer service is what holds back for repeat business more. You can repeat the value of your business, competition will.If you have a strong personal customer service, good ethics and a statement on the basis of helping the community, send their clients to you. Do not do it on purpose, but for a bathroom, these companies customers in search of refuge where battered fairly.Recently face, I had a family visit us for an interview. They were interested in martial arts courses, but looked at the site of Yoga as a bonus. This family had been abused by his Sensei (Karate master) and they were looking for a sweet guide. Are still considered current Sensei, but not sure if he wanted to stay for more abuse.One of the things that we found in our center is a mission that all of my family and personal life. They were so impressed that one of his sons retued to ask if your current school of martial arts has one. In this survey, the Sensei said this student to push ups.Needless say 1000, he joined the family shortly after our center. These companies do not? See the real value of the repetition of well-paid. In reality, this type of activity that is working hard to do? Watch? competitors good.Now look, what to do with your business? This has to do with all our businesses and their job security. How often sees clients from battered banks, restaurants and department stores? This happens too often, the attitude and start at the top of each organization.When send customers to competitors, and could promote for them. Some services are customer service, the same atmosphere as a collection agency. Customers are seen as the enemy and treated as prisoners without choice.If this sounds like your customer service, you can find the activity. For decision making, the action is clear: Clean up your customer service or be ready for extinction. For employees who have no voice in decisions, to be ready? Jumping ship? If customers do not see a mass exodus out the door. The writing is on the wall? when you forget who is really responsible. Its true? Head? is the customer. What? D pays the salary, you get a bonus, sends you on vacation, and help their children to school.   To prosper in any economy, we must promote a product or a service useful. Otherwise, you could also dispense with the promotion, advertising and marketing together. Not for customer service? Close the back door? not by force but by listening to suggestions and establish a common bond with his current customers.Paul Jerard is a co-owner and director of teacher training for yoga at: Aura Wellness Center in North Providence, RI. It was certified Master Yoga teacher since 1995. He is a master instructor of martial arts, with multiple Black Belts, four teaching credentials in martial arts, and was recently in the United States Martial Arts Hall of Fame. She teaches yoga, martial arts and fitness to children, adults and seniors in the greater Providence area. Recently he wrote, is running a yoga for you? Yoga for students who may be on a new career as a teacher of Yoga.

Their Number One Asset

Their Number One Asset Customers who are in business, keep active, and may be at work. Therefore, the general feeling of all time should be: Dear customers, customer satisfaction and customer convenience.Begin from as simple as possible for people to buy what you sell. This means that orders by phone, as many payment methods as possible, with a toll free number, telephone number, a website where you can purchase, organization, and your days and hours for the life of your customers. This is critical, since many studies have shown that it is the third most important factor in purchasing decision, ranking after quality.In trust and excellent customer service, it is important that each person in your company feels the same sense of wanting to excellent customer service. It is the desire of the main difference.Service is a continuous function, from a score of first contact with you, which evolved over time from the sale, and continues even after the delivery of goods or services. Follow-up service means repeat and sale, the best art customers have never heard of the concept of customer-oriented company, but you can be sure that they know when a company must always not.Service quickly, polite and better than the customer always thought it would be. Giving more than they expect, and you have a friend for life. Never ignore or argue with a customer. Service to your customers the solution of problems connected with their needs so that their life better, why buy what you sell. Always try to think like a marketing expert Jay Abraham customer.As so often says, with excellent customer service, you have to stop in love with your product or service and fall in love You want your customers.If excellent customer service you will need to * set the maximum benefits for your company and all those in .* Not only knowing what your customers want but also what they need to know .* expectations that customers understand and manage the first to be achieved and exceeded .* Design of products and services to maximize customer satisfaction .* bend over backwards trying to establish a simple company to do business with .*, that money is to invest in customer service will be reflected in customer satisfaction and profits for your company .* Build relationship and trust. Be honest with your customers. People with people who can trust .* Ethical Make sure everyone in your company knows that the customer service responsibility.Great its customer service is really a matter of right. Always try to think like your customers and will soon know what their needs and desires are. And always remember that people do not buy products or services they buy the results. So if you want to be successful in business you want excellent service, not only respected, but also on their content expectations.All Copyright (c) 2004 by Joe Love and JLM & Associates, Inc. All rights reserved worldwide. Joe Love draws on his 25 years of experience helping both individuals and their businesses, increase profits, and a resounding success. A former advertising agency executive and marketing consultant, Joe's work in personal development focuses on supporting its clients identify hidden marketable assets that windfall opportunities and profits, as well as sound personal happiness and peace.Reach to Joe joe @ jlmandassociates. comRead more articles and newsletters at the following address:

E 'online Your Business Customer-Friendly

E 'online Your Business Customer-Friendly Customer service is increasingly recognized as one of the most important uses for a commercial World Wide Web Site Your Web site is located on a 24-hours, seven days a week. So it's worth, like where you can charge your customers? Serve themselves "without the need for overtime staff, or lengthy voice mail procedures. James Feldman is President of JFA, Inc., an online business with a high-quality gifts and unique automatic watch winders, Grundig court radiation pocket radio, and nitroglycerine pill fobs. The JFA's website is online since 1997, and his income each year - there is now a multi-million dollar companies in e-commerce. Jim, who is also a professional speaker and expert on customer service, highlighted for me how the experience of purchasing on-line differs from the patte of bricks and mortar. Buy on-line is the physical presence and personality of the seller from the process. This makes the site copy critical in creating a "one-to-one with clients or potential clients. Which incorporates one of my favorite mantras: Each page of your website should the visitor? S prospect, not you. Visitors must be able to rely on advertisements and respond immediately to questions: ? Why me? - This is your site the right place for me? Why care? - I was convinced that the copy that is able to meet my needs? It 'much easier, so directly from the Web site to Web site to move between the shops in the real world. So the visitor has far more freedom of choice online. Jim says that the challenge for customers is therefore very clear focus on a customer, a purchase at a time. E-service customers expect a big, with little or no direct interaction. They tolerate some mistakes, but not many. Jim offers five modes for effective online customer service: ? 1. Accessible. Show very clearly on your website all the options that your customers can contact you - including e-mail, telephone and fax numbers and office hours. And if there? S practice for your business, be personal - give your visitors a real person, who has a name, unlike sales@mycompany.com Of course, if you? Re really high level, you can also use one? Call Me? Button on your website. ? 2nd Retu all e-mail or call the same day as possible. That sounds simple, but a last attempt with top Fortune 100 companies showed that almost one third are not on e-mail on their website within a month? Some of these companies do not yet? T usable e-mail address on their website. ? 3rd Confirm all orders. Send e-mail confirmation (this can be very effectively with autoresponders), and if you? Re effective delivery of products, numbers, and provides monitoring of delivery dates. ? 4th A clear retu policy, honor and lea from it. This may give you more information about what? I work and what? S does not. Jim? Products are sometimes again without explanation, so that his staff always the customer to create and solve the problem. ? 5th Expect more phone calls. Jim says:? ? Customers can? T read or write for us? If your site traffic and increase response rates (which is obviously what we want), then the volume of calls, regardless of your company or industry. Regardless of the quality of the sites, clear retu and privacy policies, secure servers, etc., people are still human interaction. All my clients report talking to customers over the phone, and walk through the website, where you answer their questions clearly. Maybe these psychological barriers will be reduced, but now there are a lot. If the customer service aspects of your business is working well, there? Ll be a definite bottom line impact. Jim is absolutely clear that his company has grown considerably through repetition and recommendations from satisfied customers. And on the contrary, we are able to see the impact of poor customer service and fulfillment in many of the dot.coms that failed. Jim says that people buy on-line as the expectation of something more valuable that the actual money they spend. Your website on this? JFA Inc. can be found at ? 2002? Philippa chamois. All rights reserved.Philippa chamois, CyberSpeakerSM ", is an inteationally recognized e-business strategist. Check her free tipsheet for 19 ideas to make your website: Philippa can be reached at (831) 465-0317 or Pgamse@CyberSpeaker.com

N. faith and the list of viruses

N. faith and the list of viruses N. list of virus is spreading rapidly in retail check counters throughout the country. Common answers to questions posed by customers from the shop stationery are as follows: 1. No, you can use this coupon. It has expired.   2nd No, this is not for sale. T me the store said the flyer.   3rd No, right? T lead here.   4th No, we're unable to order for you.   5th No, you can order a book.   6. No, the manager is unavailable.   7th No, you can have 2 flavors of ice cream into the cup.   8th No, I can not do that.   9th No, I won? T do it.   10th No, you can not replace an element another.My fellow Americans, I ask you, is a way to run a country? What ever happened to customer service? What ever happened to our faith in man or a woman? What ever happened to Yes List? What ever happened to Gods commandments to be kind and attentive? Yes List of items that were excluded include: 1. Yes, I would like for your package to the car.   2nd Yes, I can help you find one.   3rd Yes, you can sell half-bread.   4th Yes, we are able to measure for you.   5th Yes, you can have 2 flavors of ice cream into the cup.   6. Yes, the operator will be with you on the right.   7th Yes, you can replace this item for another.   8th Yes, you can buy less than a pound.   9th Yes, you can use this coupon, even if the expiry date of the last week.   10th Yes, I will be happy to do it for wake you.Corporate experts. Where is your faith in your customers? Where is your customer service? How to make the world a friendly place to live? Where is your faith in God? As you can see, I had some problems lately in retail stores, and you? How to be a little 'more lenient when? S your tu to say yes or no? Come get some 'of faith in your man or woman? You want to be considered a person of faith, don t you? Please help us get rid of No Virus. As a retu to civilization? The world is watching, and in May? Not only the overhead cameras in retail stores that have to worry about God watch. Copyright 2006 Arthur Levine   Please do not hesitate to use this article as long as credit is given to my resource box.Arthur Levine is the author of The Magic of Faith. To discover the magic 99 keys to find your faith, please Login:

Keeping its customers the Dish Network Way

Keeping its customers the Dish Network Way Customer retention is vital to a business. If you can not keep their customers will lose customers and always looking for new ones. This can be very expensive. Retention of current customers means continual sales which is essential to keep your business afloat. Here are some keys to keep your customers that you can lea by looking at the Dish Network business model.Have a product or service that appeals to your customer. This may seem like common sense, but it is important to have a quality product or service. If not the quality or unnecessary for the client, not soon retu to their activities at any time. Make sure it is something that your target customers' needs and not just something that you think you might need. Do your market research. You must be the solution of a problem for your customer to the product or service.Dish Network holds its customers, offering them something that will change the way we watch television forever. After testing the satellite, it is difficult to go back to things that are used. Dish Network sells a product and a service that meets customer needs and maintain more.Continue to retu to improve their product or be satisfied Service.Never its position with your product or service. The market is active and always changing and the needs of a client are always evolving. Again, do your research. See your competitors are and what they offer. Is there any substitute products that may be more attractive to the customer? Keep up with what is happening on the Web is always changing market.Dish packages of channels and technology to appeal to their customers. Not long ago, Dish Network added Bridges TV to your Dish Network package. Bridges TV is the network of American Muslim lifestyle. Bridges TV to accommodate the needs of a growing and seven million Muslims in America Population. In addition to the recent additions of Bridges TV, Dish Network has recently added several original Voom channels of programming, giving the best Dish Network HD package of channels in the nation. Besides this, DISH Network has announced that it will be the addition of Home Plug 1.0 technology so that a connection can serve more receivers. This new technology will also allow satellite radio to be used throughout the house. Dish Network is always greater than what is happening in market.You should aspire to be at the top of the market and to provide the latest and best products and services. As can be reason for their current switch.Provide customers excellent customer service and Satisfaction.Customers may remain with the companies they like and well treated. Customer service should be a priority in a network business.Dish has always attached high importance to its customer service. Consequently, they are ranked higher than all the TV satellite and cable companies for the American Customer Satisfaction Index (ACSI) for the second consecutive year, in addition to its # 1 ranking for customer satisfaction for cable / satellite suppliers of JD Power and Associates. These classifications are definitely an advantage for Dish Network, and not only means that they can keep the customers but may also attract new customers.The listening lesson to be leaed is that there is no such thing as too much emphasis on customer satisfaction. Make your customers happy always useful. This not only maintain, but to attract new customers following customers.By The Dish Network system for quality of products and services, continuous improvement and emphasis on customer satisfaction will be able to keep its customers. Maintaining current customers do not need to use all their resources to restore the customer and allows you to focus more on customers and businesses, rather than growth. Customer satisfaction often helps you become profitable.Kaitlin Carruth is a client account specialist with 10x Marketing-more visitors. Other buyers. Other revenue. For more information on what Dish Network has to offer, please visit I-Satellite

The nine principles of customer service for the travel sector

The nine principles of customer service for the travel sector If you want to teach your clients your sales for you Excpetional from customer service, read on. Lea customer service the secrets of tourism, apply to your business and Prosper.1. Be a good listener? Most important, listen to your conces and complaints from customers, and their praise. Discover What they want. Your customers are the best source of information evaluation of its service and performance. Well-written guest surveys are very important to obtain feedback, testimonials, and referrals. Help prospects for benefit, before recording. Make sure understand the rigors, responsibilities and dangers, and the level effort, the necessary experience for you offer.2. Exceed expectations? According to and for the promise to hold a Compatible with exceptional service. This is what we remember And tell their friends. It 'amazing how small details can make a Great impression. You work hard and spend lots of money to be eligible prospects to call your office or your e-mail. Like many professionals, information, And timely is your response? This first contact can be set the tone and Significant impact decision.3 purchase. Practice Safety - Clients who want to know the destination and Activities are safe. They feel more at ease during real or perceived whether the risks have been educated about their new activities or Environments in advance. Unfortunately, most human beings? or fears conces are not addressed, their minds will grow weeds, not flowers. Provide advice on plants, animals and natural resources, the waings. Let them know usually there is nothing to fear if they meet the environment and take account of your advice. Brief clients on security procedures for any excursions without staff away from home base.4. Provide Great Food - Guests must eat well is never hunger, And have enough water and drinks. Fresh food with generous portions served at a time can make a memorable adventure And satisfactory. If the meal service will be delayed to provide a little ' Snack for guests over.5 tide. Meet the needs of sleep - I have customers who want comfortable and And peaceful sleep. Make sure everyone is comfortable with his Bedding. Respond to individual needs by offering single accommodations. A supplement is correct. Providing easy access to bathrooms with security procedures for use during the night. Separate social sectors in the late evening sleep areas by distance and / or trees or a hill. Distribute earplugs if Necessary.6. Think Comfort - Provide first-world standards, if possible. Bathroom breaks and bathing is important on a regular basis. Give people at every opportunity for comfort: hammocks, deck chairs, portable WC, what you can provide. Do not go too long between bathroom Breaks. Some customers have a low in May bladders and need more frequent Pause to feel at ease and relaxed. Make sure that everyone has adequate water, and clothing and footwear.7. Be sensitive to the ability - do not exceed the natural or Mental capacity of persons. Always ask for groups and individuals, whether are comfortable with the activity and level of effort before and during the Task. Be sensitive to the speed and the highest in the group. Divide the group into two smaller groups, it is a good option. But Required. I believe that in the opinion of a jouey or difficulties that enables customers and outfitters to jointly participate in selecting the most appropriate trip.8. Be fun - Be friendly, helpful, courteous, and fun! Make sure the staff is for the customers and not for themselves. Well storytellers, jokesters, and musicians can distinguish your staff and Company by other companies. Be careful with humor and Families with children. If you meet the children and staff who love children. Guests sometimes need encouragement or guidance to try an activity. You are The guide and activity director combined. Discuss activities or mini -- classes in advance so that the client knows what is happening and when. < Br> 9. Provide Information - An informed guest is safer and more Relaxed and more fun. Our customers are educated and want to lea About their new environment. Suppose that customers know little or nothing Their environment. If you want the opportunity to provide a minimum of details on three of each type of surrounding element during an excursion. Be prepared to talk about plants, animals, birds, trees, rocks, geological formations, fish, marine mammals and shellfish. Include information on local culture, economy and history too. The most can share, the more value we offer our guests.Like other companies that I know and have worked with her, also, more than repeat the customer experience and references for the application of these details Excellent customer service. Your business, over time, as never prosper Before! Since 1994, Tim Warren and Adventure Business Consultants, a Helped tens? s business travel, destinations, tourism Assn. and with the advice of customer service training, advice and to create Exceptional marketing materials. Click here for the free bi-monthly e-zine? Tourism Business Success -- News, tips, tools and promotions that may be used to enhance your travel Success.

What ever happened to customer service

What ever happened to customer service The delivery of your newspaper newspapers lay in a puddle? The Registrar shop break bread in a bag? The fast-food person who gives cold fries with your order? The Registrar of detail discussion on his phone, instead of offering aid to the man in the repair of waiting weeks to solve a problem of families? Do you have a mechanical charging outrageous prices for an oil change? The representative of the airline ignore their shoulders when the bag is missing? It is the angry eBay seller when you receive a question about their point of auction? Someone Care? If you have experienced one of those unfortunate situations, then you know the frustration that creates a poor customer service customer.Unfortunately, good old fashion customer service becomes gradually disappeared from everyday life and our customers long for the days they were appreciated for their business.So, what can a small business owner do? If you have a brick-n-mortar store, online business, eBay auctions or business ... providing customer service is more than just cost-effective way to make your company stands out from competition.Good customer service is the lifeblood of any business carried on and repeat customers into customers is the 'ultimate goal. How many of us are aware that costs 5 times more than an appeal to a new customer than to maintain a one.So, what is the secret of tuing customers into repeat customers? There is no real secret to the customers coming back. All you have to do is to provide a service that exceeds your customers' expectations and performance of your competitors service.Good Customer Service is very simple, we'll review some tips on how to make your customers feel really special, so take to retu more.1. Always a pleasure, helpful, courteous and positive attitude.2. Look at your company and products you offer and what makes you special and different. Use this one tip or the knowledge to inform and educate clients on your products.3. Study of the competition. Carefully examine their services and find ways to make your better.4. Stop customer complaints, before you start. Provide as much information about your company, products, sales and retu policies, transport and delivery of your   policies, etc., in order to avoid confusion, questions, misunderstandings or the right to start.5. Treat customers as you would like to be treated. Everyone deserves to be treated with kindness, loyalty, honesty and respect.6. Providing a warm, welcoming and warm atmosphere. For online businesses, because they can not see your friendly face, to express your personality through the creation of a Web site or request a list of auctions, and easily accommodate your guests to your site.7. Send your questions and conces of clients as quickly possible.8. Always inform the client that you can do for them, not to start the conversation by saying what they CAN NOT do.9. Listen carefully to your customers. Be careful of what they have to say and respect their opinions. Consider that an investigation by asking questions relevant to   It helps to improve your business.10. Send or deliver products as quickly as possible. Customers as gratification.11 time. Keep your customers informed of problems or unusual problems in the shortest possible time. Every situation is different, then use your best judgement.12. Correct use of grammar and avoid slang or abbreviations when a mail client. Use a dictionary or spell help.13. Allow customers dissatisfied with the wind, stay calm, to offer his apology and an acceptable solution to a problem. Avoid the use of evil, derogatory, obscene or false statements, this behavior can maximize the potential case against you.14. Do not make promises unless you can keep them.15. Make sure your customers can easily contact you, offering them a business card, magnetic business, etc., with your phone number, e-mail or included.16. Sub-sale and over-Deliver. Everyone loves a surprise. Include a little 'of something, like a small gift, a discount coupon, delivery or free shipping, no relation, etc.   To put a smile on their face.17. Remember the name of your customer, and track all transactions. Contact to make sure that everything has been addressed satisfactorily, and are satisfied with the outcome.18. Always show your appreciation for their business by extending my sincere thanks, to send a thank you card, or note.19 staff. Building an opt-in list with the names of your customers and e-mail, and periodically send e-mail or newsletter to inform their current products, or special disposal. (Because of spam (unsolicited e-mail), you must follow federal regulations spam rules and regulations, and be sure to let your customers permission to send e-mail) .20. Invite your clients, friends and relatives to visit again.Dealing with customers may be an interesting experience. Each customer has its own personality and style of doing business. But simple acts of kindness, faiess, honesty and respect towards people can build long-term business, and loyalty for years to come.Donna Boyle and Kim Vaughn mothers are busy, and   Co-author of "Auction Mommies" Ebook - The Ultimate   Step-by-Step eBay Auction Ebook for mothers!   Affiliate Program / Newsletter available.   Ezine publishers and website owners   Feel free to reproduce this article in its entirety in   Your ezine, newsletter or website. We ask only   please leave all links in place, do not change the   content, including our resource box above.   Feel free to substitute your affiliate link in place   Our links in the resource box. Save 50% on all   purchaser refer subsidiary information   Visit =>   Send a brief e-mail and let us know if you used the article,   We'd love to hear from you! What ever happened to customer service In my humble opinion, the number one problem of a society must pay attention is customer service. But it seems increasingly clear that making the sale is taking precedence over the customer happy. Here are some examples of bad service? how your company handled each of these circumstances? I ordered Staples graders through their online store and received a specific delivery date that the trucking company book. The day has arrived and no action was promised to me to know there was a delay. The transportation company has very specific directions to my place of work, having my phone number and I was sitting all day waiting for them to be. Although Staples has used a delivery service that is less than 50 miles from my place of work and have in their possession, not only the right but also detailed, and I found all 'coer of a main road of driver can not find the delivery address (they have never heard of Map Quest ???). And what did not? T bother to call for more details. At about 6:00 pm I called Staples and was told to deliver the next day. Now, you think that after all this, I would be top of the list in the coming days? This is not the case? at 7:00 pm, after waiting a whole day, the delivery was finally made. Have made the offer and sent a gift voucher of $ 50.00 for my problems, but I lost two days of work (often as a consultant my job consists of sitting in my office) and I never order Staples . My husband ordered a special type of ink Digital Art Supplies also through their online store. This is a business, is dealt with before and there should be questions. The ink arrived in time, however, when he opened a cartridge a couple of days later, it was a plastic bag full of ink? the cartridge has a hole on its contents. He called Digital Art Supplies and the first person who spoke said no to the problem, to immediately replace the damaged and the cartridge removed. A few hours later, a second person called (Dave) and informed us that the only way to trade could be addressed would be to wait until the cartridge was damaged before sending a new tax or the new cartridge and you could wait for the credit to be issued when they were damaged. And if you wanted to pay for the cartridge will be sent to land in Califoia (from our experience of delivery is 10 to 14 days from date of shipment). This order was a sale of more than $ 600.00, but what has clearly been sent the appearance of the box, a product that was retued by a customer, before, and in their own words, had such problems with this first type of cartridge. Of course, they put the blame on the grounds that Epson has been a decline in shipment, but overall it was their bill and their business cards. Immagino Epson maintains a supply of each dealer? S Registry to their production facilities. I do not think so? So why are you lying Dave? After explaining that he had orders to fill and not be able to use the ink was to delay the order and agree to pay extra for shipping, it is still in or wait until when the cartridge was damaged in their hands or pay in advance for a new cartridge and wait for the credit must be issued? solution is not a good example of customer service. I asked to speak with the manager and after several hours of waiting, she retued my call the same blade solution. My husband ended in dismissal of the cartridge (at their own expense) and a new order from another dealer (B & H Photo in New York), which was delivered on the day and ordered to be here the day after it shipped . And so it is expected for the credit to be issued. He was again in front of what digital art is Supplies.And with UPS? This is an issue for people who have set the policy of this company. Every day I look at their brown trucks up and down my street several times and even if they have a package on their truck that was assigned to us, do not take the few minutes to stop and make the delivery. They prefer to run like rats in a cage in the law several times and finally deliver the package, between 5:00 pm and 7:00 a.m., and sometimes at the end of 9:00 pm. Now I know who have different priorities for delivery, depending on the level of service you choose, but it seems that the cost of gasoline today, they are not saving money by manipulating their supplies in this way. And 'this logic anyone? And speaking of deliveries? for all of you for providing the service or the provision of a service where you get a person? the workplace or at home, do you think that you are committed by customers seated around them all day waiting for you to show up? Here? S an idea? give your customers a time or a set of two or three hours when you arrive and there is still time. They will be grateful and have satisfied customers, has not taken in anger ones.We whole life, and there is nothing more irritating then waste time trying to solve a problem. Sometimes errors occur? if your company has fewer customers fully satisfied with the best way to keep score is to find the best solution for them, though? cost money. The biggest advertising budget can not do for a customer dissatisfied. And a satisfied customer is good for you gold.And Customers who believe they have been treated unfairly or evil, speak with your words and your portfolio. Report of non-performance of your business online for the many organizations that follow these stores? Yahoo, Amazon, eBay, PayPal and Alexa are just a few. Start a blog written about your experiences. Tell your friends and business associates. No matter if it is only a few cents or dollars of service to customers only improve if you take the bull by the hos. One of two things will happen? or your supplier to respond to bad press or word of mouth and the loss of sales, or leave the company. Shut up, and continue to? Standard operating procedures?. And refuse to deal with companies that n? T behind their products and services and do not respect your books time.Copyright 2006 R Us All rights ReservedCopyright all rights reserved Bookkeeping R Us 2006Article Source:

Dealing with difficult customers

Dealing with difficult customers In response to angry, frustrated and angry customers can be very tiring, especially with regard to the phone. However, I firmly believe that this is exactly the time when companies have a golden opportunity to shine.   Remember, in this way? It 'just too polite, and optimistic when things are great? But too many entrepreneurs underestimate the value of training their employees in the art of dealing with difficult customers, the demonstration? right way? tolerated and no less .---------------------------------------   Sidebar: Before continuing, some words of caution? Employees are much more willing and able to reach positive solutions for customers, unhappy when they are armed with the necessary tools needed to make this happen? The main ones are: "accountability."   If you paralyze your employees? Capacity? tu lemons into lemonade? I? Ve consulted with many companies, their employees paralyzed severely limiting their ability to? Good?.   They falsely say that they? Enter the company? (the old? give? em an inch and will be miles? syndrome.), without taking into account the amount of money to spend? King missed the lost customers; lazy mouth, excessive tuover Phone wasted time, stress, etc.   The Crisis when listening! If not? T believe me, go to your nearest bookstore and buy a copy? The Nordstrom Way? (Spector and McCarthy) and see if the reading that changes your mind! One of the unexpected delights you and your staff very, very gratifying to see a miserable score brings the joy! No, is not it? touchy-feely warm and fuzzy psychobabble? ? Try it and you? ll see.Remember, no matter what? Business? You? New? if you? re a doctor, lawyer, merchant, non-profit organization, stockholders, consultants, etc. They are designed to serve? As one of my mentors, Zig Ziglar, said the best? The more helping other people get what they want, the most? Ll get what you want. So, be grateful that the customers get angry snaps awake, and presents an interesting challenge is psychological and often grateful and your most loyal customers, if you have suggestions for dealing with difficulties Customer1. No matter how angry or unreasonable, your customers, your last three objectives are: √ Calm them; √ communicate their understanding of the complaint or problem and empathy, and they leave or hang up √, thanks you.2. How can I do this? √ Smile (not deep, trust me, people can truly say) response, such as the telephone or in person to greet customers √ Brand enthusiastic (and your organization, if the customer calls in), for example? Hello, my name is Mary? We look forward to welcoming you again XXX company today! How can I help you? Once? Ve said that the reason for his visit, it is important that:? Let them know that you personally with their complaint? Apologize and acknowledge their feelings? Sympathy and make it similar? Get ready to help, ask questions and provide personal care? The voice? S is a normal band, not strong? Slow your speech a little ', and to reduce the pace? Have immediate calming effect and the place where you take control of the conversation in a non-threatening. Note: Your name: then use it! It is the sweetest word (s) in any language? but make sure you ask the correct pronunciation, if you? still not sure! √ Give your attention is? already unhappy, why not? t is even worse, giving them the feeling that you? not really new? it? ? for example, don? t look around? Keep your eyes on it, not the noise of documents, answering other calls, etc. √ listen and take notes: The vast majority of customer complaints are legitimate? This should be done in any event, the first assumption. Write important information to ensure the accuracy with which is basically the problem for the customer to repeat themselves and make it easier for you to see the situation is another, if necessary. √ echo key in this is a long way in reassuring the customer and ensure that we die? Heart? Their complaint? ? the question behind the question. √ Fill a resolution (A big question is: What is the best solution for you?) √ has produced (remember when? Resuming contacts employees are not allowed to offer a solution to break the process here?) √ Thanks for your call or visit them, we apologize for any inconvenience? ve experience and let them know that you work hard every day to ensure that every customer is a delightful, and will continue to do so. √ update their clients to take account of your conversation and the resolution to ensure that other employees can be up to speed, if necessary. In addition, make sure you deal with on the other? Solve? within 24 hours! This is the key! 3!. Put customers ProspectiveUnhappy stress can lead to stress, but? It is important to remember that their anger is not personal. They are angry with a problem, not you. Sometimes just the mouth. If you suspect this is often a good idea to let them go to a bit.4. Useful phrases for use √ How can I help you? √ Thank you for your patience and cooperation √ Sir, could explain the situation and thus help to solve this problem? √ I'm so sorry to hear that? I don? T debts were frustrated. I think it would be too much? √ rental? S together to solve this problem, are we? √ I see why you feel so? √ I see what you mean? √ This is worrying? √ understand how this must be frustrating for you and thank you for your patience? 5th Expressions must be avoided at all costs √ Our policy is? √ Calm down! √ What? And the problem? √ That? It is not our fault! √ I? T help if my staff was rude? √ I? M not to repeat this time? √ Listen to me? √ I? t? √ Why not? you adequately? √ There is nothing I can do? Challenge: What is the best and / or comment is worse? I received from a representative? 6. Ways to stay cool √ Tell you is useless to another person to ruin the day, so do not? T let this happen. √ Remember that you? King and professional know-how to deal with this situation in this way. √ If you want to solve the problem quickly, don? t throw gasoline on the fire? √ Understand how you? ll feel when you look back with pride on how you difficult7. ANGER We have some customers use? Bullying? as an instrument of intimate others personally and professionally. Whatever the reason? You fool the world? they can use for excuses? again?. This type of interaction, although rare, presents challenges, but added, if you know how to use them correctly, your stress is very diminished.No person should have to tolerate the behavior that caused by certain limits. Abusive language can be treated immediately with a company? Mr / Ms Smith, excuse me, I want to help you, but I can not afford to be unprofessional language. Almost always, this translates into a apology.Using the client? Name and, where appropriate, formal title increases the chance of this working group. If this is not the case, the person passes, on ice, or a detailed explanation of how? I? M sorry, this can not be continued. Period.Any case, so far, harassing and / or threats of violence should be extended to other employees or supervisors and / or maintenance authorities.Bottom Line: Your loyal customers are always those who had a problem that is solved to their satisfaction and not the client who has never had a problem! This is a very important difference! Mary Eule specializes in helping small and medium-sized businesses get and keep profitable customers. Previously, Fortune 500 marketing executive, founder of small business success, and two award-winning speaker, Ms. Eule is President of Strategic Marketing Advisors, LLC. and co-author of a new book, "Mandatory Marketing: Small Business Edition." He has a degree in Joualism / English from the University of Maryland and received his Master's degree in Marketing from Johns Hopkins University. Log in to your website: free articles, newsletters and useful marketing tools, tips and templates? and / or purchase of the book.

Minimize the pain of Check Recovery

Minimize the pain of Check Recovery $ 350 million in Bad checks are every week. That fact alone makes bad checks a serious problem for American companies. It 'almost inevitable that if your company accepts checks, we are conceed. Blocked as well with bank fees for depositing a bad check - and the real possibility that the negative impact could verify your bottom - is the time, problems and costs incurred in connection with the recovery of funds. It is often the case that the restoration of control can lead to higher costs compared to the value of the original debt. Inevitably, many small businesses to write off bad checks and I think that can not afford to keep the debt. However, there are a number of ways your company is able to combat and minimize the pain of the bad check recovery.IT D 'an innocent ERROR ... For small and medium enterprises, the first is the appeal to customers and explain the problem. Do not immediately assume that the intention of his client. Often, it is true that an innocent mistake and have a calm, reasoned call the fund and to hold, what can be a valuable customer. Please note that a debtor is threatened with the publication of his name or employer notification is illegal, as it were, only for the person on the basis of funds and stay cool! PURSUING DEBTIn most states, you must submit a certified letter to the check-writer before it can be a process. It may require that the debtor pays the fee for bad checks incurred. The test is usually necessary, the authors of a response within 10 or 30 days. This is justified by the State, please contact your state Attoey General's Office. Even a calm and reasonable tone, often works well and will ensure that your stay within the law. Revision of the Fair Debt Collection Practices Act () project before you write or make a phone call is recommended.While these methods are lengthy and expensive if not effective yet been able to check the obvious next step is the establishment of the tribunal or hire a professional recovery agency. However, this is potentially expensive and time options, and - for many small and medium-sized enterprises - may mean that the costs against the benefits. However, there are alteative methods to assess the recovery, do not have this opportunity downsides.CHECK ENFORCEMENT areas UNITSSome now have control of execution or control, recovery units, which is part of the state or district office of the prosecutor. These are not in every state and the services do not vary. In general, if the check box of the implementation of investigation and prosecution of the debtor in your name and you will receive the full face value of control. Contact your local District Attoey's Office to see if this service is offered in your area.ELECTRONIC CHECK RECOVERY round best option is to consider the use of electronic monitoring services available at the moment. There are many benefits of electronic check collection compared to traditional methods of recovery, not least the fact that many of the companies that service fees for your company. Other advantages are: i) increase the rate of recovery: The National Automated Clearinghouse Association (NACH) reports increases in recovery from 50% compared to conventional recovery methods.ii) Low recovery: No bank fees for NSF check electronically redepositing . iii) advantages for customers: it is not necessary for customers to request the collection of letters and calls, or a cash or cash check.iv) Fast Recovery Times: Traditional methods of recovery can be 30 to 60 days. On average, the electronic control for a recovery period of 7 days after the date of the exam is retued to the dealer in account.v) From the city to be checked as easily as local checks.While bad checks are a fact of economic life , is recovering Central to it is not a Herculean task that may seem. You can combat and even avoid many of headaches, which has always been associated with the exercise of a debt.Jason Schwartz is the CEO of Creative Cash Flow Solutions, a review of the processing company established in 1998. Lea more about the inspection of electronic retrieval here:

Why you should hire movers

Why you should hire movers By Flemming Andersen Moving is a difficult and stressful. There are a lot of things that have to do, and you can take a long time what you want and be done. In most cases, there are many things that need to be packed and loaded, that the time has expired, before anyone can be achieved. This is a useful idea to hire movers to load the work to be done. Movers are there to handle these things so that your life will be easier and you can worry about other things that come when you try to move from one place to another. There are a lot worse in specific areas. All you have to do is find that you feel comfortable with you and will be ready for the big parade. The first thing to do if you are looking for the right movers to help you is to search for. They should be around and discover the price before. Another thing you can do is request, notices of individual companies. Most of these companies have any suggestions or former clients to get a better idea of what society is like and what you can expect from them. Once the driving force that you want to use, you must keep for the day that you must go in order to be able to move. Most of the time, movers are booked. For this reason it is necessary to book well in advance, so as not to finish the day with none of the parade. In some cases you can pay a deposit or you have to give them a credit card number, so that they can be used to date. The first step for your move is an intelligent thing to do, as will be seen much. If you will be glad that someone else is ready to help with packaging and unloading. This is a great help to all those who seek to move and work at the same time. Moving costs a lot of time and there are many small factors to be taken care before they are actually the new location. It 'so important to ensure that all the small details are taken into account, and if you worry about the mover what else feel less stressed and more relaxed. Movers and insurance to protect them and Incase all the elements that are moving to broken or lost. You should always ensure that the worst with their insurance, so you feel protected and comfortable with your decision. For more information visit: