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:

A bath can kill waiter economy

A bath can kill waiter economy Every time I speak against the poor service I think? M performance of my civic duty.Unfortunately, too many service providers, I think? But Johnny Damon, a team Switcher, a traitor to the business. If you wonder how can I honestly interested consumer, if my income is the consultancy? Of course it is? Saturday naive question. We drink from the same, because we all consumers.When are high standards of service, businesses to prosper and the economy grows, not only because of the creation of jobs and a solid base. There is growing because consumers confident.They? Re confident enough to spend because they expect? Ll value, and that includes the processing and the right, if they need help it.Have ever noticed that the issue of consumer confidence numbers could rock Wall Street? Investors know that if the trust is spending dries up. Reduced human and the economy as a whole recedes.Consider their daily behavior. When you see that this sweet, if the waiter is very optimistic and more efficient, or whether it was rude? While we are at it again, let's imagine the impact that only a very rude waiter may have for the economy. If we have insulted, minimally, we? ll most likely our business elsewhere. In addition, we can generalize his behavior, the allocation of restaurants, as a rule, are cutting back on eating out.Statistics also stressed that we have? Ll say at least 5-10 of our friends and staff about our negative experiences, and our waing that stop attending place.Profits of falling, and the restaurant offensive may decide on plans to expand or create new units. It may be forced to lay off workers. Instead, however, at the base, the activity becomes a burden on it.The restaurant? And the quality of the service will likely continue to decrease, since each sourpuss that disserved infect others with his negative attitude. You? Ll model for him, so it is difficult to recruit and maintain? Positive? people.The cities deserve a bad reputation in the industry, and the Word, careening across the supply chain, even the way he wend customers.Fostering a bad restaurant, the entire area in a sheet decay. If the restaurant shutters its doors, a future restaurant twice, the positioning in a place where his predecessor failed. An empty storefront Rattle is also the confidence of businesses nearby, residents and workers.Nearby hotels, restaurants depends in part on the district for visitors, who are also interested. In addition, the base will shrink, and together with her, is of fundamental importance for the police and other public services decline. More public investment in infrastructure improvements can be difficult to keep agents gaer.Travel tourists and business people from an increasingly sordid or destroy the target. Meeting planners can choose their lucrative conferences and congresses, elsewhere.Once a critical mass of decomposition has been reached, it could be years or decades for the neighborhood regenerate.If you think? M on board, remember that the vision, paraphrased from Shakespeare: the lack of a nail, lost a shoe. Lack of a shoe, a horse was lost. For lack of a knight on a horse was lost. Absence of a knight, a losing battle. For lack of a battlefield, the war was lost.For wishes for a good waiter, our economy could lost.Dr. Gary S. Goodman, chairman of Customersatisfaction.com, is a renowned keynote speaker, trainer and management consultant and best selling author of 12 books, including Reach Out & Sell Someone? and monitoring, measuring and managing customer service. A frequent guest on radio and television, all over the world, Gary? The programs are provided by the UCLA Extension and numerous universities, trade associations and other organizations in the United States and abroad. Gary is based in Glendale, Califoia, USA. He can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.

What is the word and talk with customers

What is the word and talk with customers This may seem a strange topic to introduce. However, it is the most widely used by many managers the ability to sell retail, but one of the most important roles in supervision.1. You are the Maitre of BusinessYour Its function is to be a maitre d? Hotel. You should meet with their clients (customers), and to give them the welcome they leave with a positive feeling about your business. You must set aside at least an hour a day walking through the store and speak with customers.2. Overcoming EmbarrassmentMany owners do not walk the floor and talk with customers, and to have a conversation from embarrassment. If this applies to you, then take a sample of products and ask customers to try. This always starts a conversation, then you can ask them what they think of their store.3. Clean TablesAn alteative is to clean the tables at the restaurant or at work filling the bag in the box. These are ideal places to start a conversation and know what customers actually think about your store.4. The apartment had to walk on foot to talk OpenlyWhen present to the customer and the owner. Make them give you ideas on how can we believe better serve your customers.5. Varying the time of day you used to be Walk StoreIt The traditional owners of the store on foot in time of initiation. This is still a strong tradition in Japan, where it is a formal agreement. Ea more than change the time of the day walking around. This will allow you to meet different customers and see your computer and stored in various activities points.6. How long you need to invest in the big retailers FloorSome spend as much as 20% of their time walking the store. I also believe that this is the most important and enjoyable part of their work week.7. Back IdeasMake Feeding feedback that from your team. Remember, praise in public, reprimand in private. Your team will be interested in your comment. Make sure you are aware of why his foot on the ground. Be sure to talk with them as you walk the floor. This will relax and make them feel part of your message team.Management McDonald Memo? Sone days during their jouey back to the office of a great lunch at the best restaurant in the city, Ray Kroc, the owner of McDonald? S chain in the United States, asked his driver to pass through some of McDonald? s parking lot. In one of the documents was caught in the bushes along the outside fence.He immediately went to the nearest phone booth, called his office to obtain the name of the director, who then called the manager to help provide rubbish.Both l 'the offender to withdraw the owner of the McDonald? s in his chain of expensive clothes and the manager of youth gathered in the parking lot and put in their hands and knees to gather the paper.As administrators who are often more interested in our work at business premises in the building? s appearance. The appearance of your building and that? S is approximately at the forefront of your organization? S image? Ray Kroc was well aware.About The Stanley is a speaker and consultant AuthorJohn retailing with more than 20 years of experience in 15 countries. He contributes regularly to magazines sold worldwide and is the author of many successful marketing and retail books including the best-seller of a manager of retail needs to know. Visit

Listening Tips

Listening Tips If you are up to their ears in a stressful situation, it becomes difficult to think clearly. Sometimes it is better to walk away from a problem, and I think that instead of trying to solve an immediate solution. My grandfather used to say:? Even the court jester can teach us something useful. This says much deeper in meaning and applies to many things - a yoga class, not to take life too seriously, and unfortunately the comments by customers are handled by the business world. As a customer of any product or service - How does it feel when you ignore your mail, your voice is never answered, and not? Has not received any information or conces, everyone from clients? We all feel the same? Nobody likes to be ignored. The shame of all this is that customer service throughout the world is deteriorating. Knowing this, we must have the time to listen, when someone took the time to give us a constructive suggestion. When you make a proposal to recognize and evaluate, implement, or try, you can create a connection for life. Ecco un po 'in history on how the audience can afford. Years ago, I was working in a fitness center and a dilemma. I had a personal score with the formation of a problem of weight control, but I can not? Not knowing what was the problem. Exercising, eating right, following a healthy diet, take yoga lessons, and has 30 days to tu in lifestyle, not to measure results. I think the owner of the club for health, without success, but was interrupted by someone saying that I have my client to access all the eating and drinking. Well, I took the hint and ran with it. I discovered my client drinking three Cokes a day. No? Not the same as coke grams of sugar, no? I do not think it was important enough to remember. After that, he had lost five pounds a month on average for the next twelve months. What? S in an optimal weight loss 60 pounds in one year. This particular client kept the weight off. The person who made this proposal remains a dear friend to this day. Needless to say I have any personal training clients to register their food and drinks - just to be safe. In short, no? Not having one? Rocket scientist? listening to feedback from customers, or colleague? s suggestions, but all of us, no matter how important we believe, must be prepared to sit and listen to constructive advice. This is the difference between the directors of companies that grow and those not in the twenty-first century.

Learning to Dress Up Your Presentation with the easy way

Leaing to Dress Up Your Presentation with the easy way Honor people for their performance in May to say much about the person, but can also demonstrate a sincere appreciation and recognition of the recipients? success. Everyone loves to receive awards and be recognized for their efforts. Many times our trophies and plaques are proudly displayed in a prominent place in your home or office. May this be a wall, trophy case of fire or in some quarters that may be a small shrine. Reflecting on prices that have caught my attention, is the? Always been the logo or graphic that first caught my attention. Having taken into account in the design (or structure of the sentence itself), I then focus my eyes for inclusion on the plaque. There are many types of rewards, recognition, retirement, sports and more. One of the easiest ways to dress up your presentation and to highlight among other things, it's easy application of graphics for the article that you have. With the addition or creation of a fresh design, is to give more personality to the contract and make it more attractive to the beneficiary and the people they see. Adding clip art or logo of presentation can be done in a small office, and sometimes even free, while a value added to the bag. Usually the organization or company that the presentation of their logo is available in print or in digital format that can be easily replicated. Just ask to receive their card in the format you need. Today, more and more business? S have their logo on the CD that will work in your environment for graphics software. Several times, this can be easily downloaded from the Web site in May or associations will be sent directly to your address. If for any reason, a logo or a picture you want to play is not readily available, you can always be created or to have one? Digitized? to meet your needs. With the digitization someone? S logo that can be used with some of the software at the same time given to many other applications. For example: If you needed to reproduce a logo for use with a laser etching process, may have been digitized and is supplied in a file. EPS format. This is a file format for more universal, which leads to many of your software can import into his screen. Moreover, this type of format can also be used for other applications. The key to creating an image is to better understand the application (or process) in which the project will be played. If you are unsure, it is l? Always best to contact a professional in the digitization of society to contribute to the production or reproduction of the logo. You can find many sources on the World Wide Web that can help you from beginning to end, with the logo or clip art ready to bu and print for most applications. The fastest way to find some of these vendors by typing a? Keyword? to one of your search engine search bar. Example: goto MSN.com and keywords? Laser engraving? Company logo? or refine your keywords more specific to a sector, how? wedding clip art? o? Religious clip art?. Using search engines? Search? a type of logo or the application you want to create their own money, so you can find many choices much more quickly and to compare their services and / or product line. Once you begin to settle into a company to help you with your logo or the creation of award scan, ask them what other types of industrial applications, and service. One of the reasons why you want to acquire this information is for future uses of your scanned image. May you only need to have your logo laser engraved Today, however, next time you may need to have a banner created with the same design. If your provider is able to create your logo to work with both applications without re-work, even in May of time and money for scholarships and presentations to come. Not? One need not know every detail finished to the design of presentations. My suggestion is that with the addition of logos and graphics for the price, it adds value and makes it more attractive your article. Connect with leading technology companies will help you create these types of drawings and the recipients are proud to present the trophy at all.

Commit to excellence

Commit to excellence The probability of success is within you. Assigned should be courageous, committed and flexible, is also clearly must remain focused on your goal. If this goal is to build a small customer base, or intends to acquire a large share of the market, its commitment to excellence in customer relations and your product or service may be the key ingredient for his compassion while remaining success.Remaining on track can be a po 'di trucco. Although at times a client may have special needs and that you may want to go beyond that for them, it is necessary to distinguish clearly when and where to draw the line. Yes, be flexible, but not exploited. Give them all the faithful, as you can yourself.If a customer must be some 'late for an appointment or need to extend the payment date and able to accommodate the obligation to do so. Help them recognize that there is a limit to their understanding and generosity. Not just a bad fall blindly in habit.Sometimes more thing to do is? Fire department? a client or customer. Can be considered inappropriate or unrealistic, however, if a client or customer is too demanding, always late, or otherwise inconsiderate, there is no need to continue their service. It may ultimately, in the end cost more than they are worth.Recently, I read about a young woman who had built a thriving business. It allows its most important customer continuously from the date of payment, when suddenly his client was declared bankrupt in the face of the size of your business. The end result of this loss of business forced to impose a pay cut for himself and his employees. Fortunately, his company has survived, it might? We acknowledge the lesson demonstrated by its reversal. Do not be afraid to say? No? if you are uncomfortable with situation.To a real success in today's business, competitiveness, compassion and clarity of vision entrepreneurial musts. MarksGinger Copyright 2005 Ginger Marks is the founder of DocUmeant, his writing assistant. For more information, visit their website and 'also the copy editor of First Ladies. Ladies First Magazine Online is your first stop for business articles, profiles and resources by and for women entrepreneurs

Loyal customers and keep them

Loyal customers and keep them Building and maintaining a base of loyal customers is the best way to ensure that the result in the sale. Here are some tips on how to do it? You are responsible for this? Whatever happens when you deal with customers, whether it is a good thing, how your product on their wildest expectations, or a bad thing, as it was left to wait days / weeks for the product to be delivered. You must take responsibility for what happened. The customer will be your farm effluent? In fact, for your customers? Six companies. The fault of someone else in the company for a non-delivery errors or similar means of sacrifice, full responsibility and try to address the issue is maturity.Problems are great? Problems (false billing, poor service, late deliveries, etc.) offer a great opportunity to continue with the loyalty of its customers. Addressing a problem for the head on a customer loyalty will be faster than all other actions can be taken. Positive measures for the problems immediately, if you just ignore them grow bigger.Actions speak louder than words? If you live in a next call, and your customer has a problem (the above is your responsibility), the positive and immediate action. Instead of promising to order later in the office, or make a call later in the day? ask if the phone right then and there and that you must ring ring to resolve the situation. Even if you do not? T happens, the situation immediately, customers are very impressed with the positive and immediate response.Keep his promise not to do them? T stop, and make sure that you are the ones who do. If you promise a customer within an hour, which is exactly that, even if they do not have anything positive to relate. This gives you a good reputation for your betting reliability.Hedge? Follow the old adage? Under promise and over deliver. Put a little 'more time than necessary to secure a certain result is not under too much? Time? Pressure should things not quite as expected. But don? T, all this time, do what you must do, and immediately to your account quickly - even in this deposit of one? Goodwill credit? Fidelity in Bank.Following these tips will ensure that you have a base of loyal customers who walk through it? Heights and depths? Seller career.Jerry Coelius is the best-selling author of "The 13 steps to successful selling - a definite guide for those who are new to the sale or selling in consideration as a career. For more information go to:

Customer service is much more of Being Nice To People

Customer service is much more of Being Nice To People Many organizations face the issue of customer service by exhorting their employees to speak with a smile. Be polite. Never miss the calm. But is not it? T, as a little 'how to close the ba door after the horses have lost? Good customer service should be a good customer experience with the product. It begins with the relationship with your company cultivates a relationship customer.This will be tested by the whole process of the buyer the seller relationship.1. The images and the promise of marketing campaignPeople begin to form an opinion of your company and products they receive messages before buying the product. Often, they receive the pictures before they even thought of buying. The images match your experience? 2nd Ease of ordering / purchasing the productOnce someone decided to buy your products or services, how do you do for them to do so. Is there someone to answer the phone or receiving a voice message? In fact, many companies lose sales this way. Some people who want to act now, just hang up and proceed to the next that you respond to their calls. In addition, many songs are not followed by a message is left, but nobody comes. When the buyer does not reach you, your systems are able to make the buying process as simple as possible? Buyers who want to feel? I made the right decision to choose the product. With the creation of a simple ordering process, help you to gain confidence in their decision.3. To what extent the expectations of product marketing? The customer now has the product in his possession. E 'can live up to the hype for the marketing campaign? Or be a real disappointment when the product does not meet expectations? Marketing is a powerful force. It creates expectations that must be met by the product. When it does, can create problems of customer satisfaction. Make sure that the product is expectations.4. How well the product meets customer expectations? In addition to marketing messages, a customer usually forms its expectations based on past experience with similar products, observations and conversations with others. Adding the experience or create a disappointment? The product must be at or above their expectations. Anything that creates a potential client problem.5. When something goes wrong, as it is fixed? You acknowledge that problems can occur? Have you decided how to satisfy customers? Have you considered the financial consequences of your solutions? Better yet, take a look at the product itself. If you find many customers with similar products, it is perhaps more appropriate to address deficiencies in the product itself.6. What are the procedures? Even with the best products, problems may occur. E? S to better address these problems before. Decide what processes will be used to satisfy your customers. Remember to replace? and reduction of costs, etc. If you need to replace a product, how can someone quickly? Instead, he must take precedence over new orders. Customers will have more people say when? I had a bad experience when? Ve had a good experience. Resolve customer issues not limited to customers, but many others as well.7. Your organization can be easily reached or is the process of frustration for most? Everyone has frustrating stories to tell about voice messages that go nowhere. It does not deal with the problem and continues to loop back into the system without a way to speak to a live operator. Make it easy for people to talk to someone. Test your system thoroughly. The automation can be of great help and a cost to the agencies of savings, but must be used judiciously.8. It is the customer service representatives actually help? The customer service representatives should be empowered to solve problems. They must be able to show empathy and to smile. Nothing is more the frustration of a good customer service representative who is unable to resolve the problem. Give your staff the information and training. They have the responsibility and accountability for their actions. Employees tend to increase the level that is expected them.Good customer service requires ongoing review of the methods. The issues mentioned above will begin the process of thinking needed to provide truly world class service.Jo Ann Kirby is president of KRG Communications Group. He has 20 years of experience in sales, cusotmer telephone sales operations, management with extensive experience in training and development. His background includes extensive experience in b2b telesales management. Jo Ann has been published in The Toastmaster, NAPPS Network and magazines. More information can be found at

Make sure you get the perspective of the customer

Make sure you get the perspective of the customer Companies that fail, often forget to look for customers. I spoke with people in the company that has had less success, and when asked if you try to get comments from customers, invariably the answer is no. Why not do it? Why not have the perspective of the customer? Often, the company is too much and think they know what customers want. This myth, because that is what it is, may be kept until the client is not involved. However, the client has a strong voice in the process of acquisition, and eventually becomes clear how the customer feels! At that time, of course, it is too late to do anything it.Another why not ask the customer is fear. Customers can not do good as you thought you were. To the insecurity of people who enter in May as one! To protect themselves, people do not want to listen and not just ask. On the other hand, they may be excluded from a series of edifying comments.Get real! You have the voice of customers in your wallet or in your inbox? The first to know how the customer feels about your company, the first one can begin to correct the deficiencies that appear in May but we must act. There is no point in hiding in the comments that you do not like. This does not change the reality. Put your customers at the heart of your business and leave the rest to follow tune.This can not improve the results line.About The AuthorErwin Steneker is a senior consultant with the support of more than 13 years of experience in sales and support. Visit his website

5 simple tips for dealing with Nasty Customers

5 simple tips for dealing with Nasty Customers If you? I've been in business long, you? I've heard everything! You know, the irate customer who is in the course of the proceedings on the nineteenth dollar product that they say is false, which one? D? Close your business? evoke in the mind because you might have Breeches of the privacy policy, or using your money back guarantee. My favorite is the vocation and shouting vulgarities at the phone for apparently no reason. No? It does not happen often, but when? May be operational, which will take place in some cases die from time to time. Some can be diffused, some can? T. What? And the way things are in the business. There are some simple techniques for dealing with irate customers without buing an ulcer over them, and say that I hope to get cancer and die! Here are some helpful tips can be found? 1. Don? Do not take a personal thing is that almost all the bad customers have in common. They seek to attack that on a personal level. Name calling is not unusual. When you take personal, it is likely that in a shouting match with the score, which solves nothing and only make things worse. Try to avoid the situation? kill the anger with kindness so to speak. If you no longer? I do not work, ask to be contacted again once they have calmed down and are willing to talk reasonably. They refuse to speak to a customer in an irate state. No? They do not have to endure abuse ever. 2nd Don? Do not exaggerate? The customer is always right? Concept of training in customer service will always feel that the customer is always right. While to some extent, sometimes flat wrong. You should always try to take account of a customer within reason, but do not allow this concept to go too far. 3rd ISN achieve this? Not always the problem Sometimes people are just a bad day and are looking for someone to take over. A hateful, ugly customer is often one of these people. If you listen to his Ranting and raving, then respond kindly telling them to understand their frustration and want to work with them to reach a resolution, often diffuse the anger and uncover the rational human being beneath it. 4th Don? Do not fall for fear invoking bluffs on customer service some business people tend to do anything to avoid the potential harm of a threat, even if it means losing money or giving in to irrational demands. When threatened, the validity of the threat. Do you really think someone is going to pay thousands of dollars in legal fees to sue is more than a dollar lower transaction? Probably not. Again, do everything possible to contain within reasonable limits, but not? Do not give in to threats unfounded. 5th Be prepared to decide whether or not a customer relationship is worth saving you? I heard that a satisfied customer tells one person about their business, while an unhappy customer will tell 10 or more. Without doubt, a word of mouth can be the best or the worst exposure for your business. This is the very foundation of? The customer is always right? concept. Of course it is better to save a relationship with the client, if possible, but again, do so within reason.

Customer Comments Everyone has an opinion USE IT

Customer Comments Everyone has an opinion USE IT Have you ever been in a department store and know exactly what you're looking for, but it could? T Find all employees in order to find him? Think about how your website your service and your phone number, e-mail, browsing and FAQ buttons as your staff. Without these practical tools for interaction, your customers get frustrated and some e-shop else.It is important for its potential customers to ask questions or comments. We are a strange group of people in this world, everyone has an opinion and believes that we should hear. So give them the opportunity to express their feelings for your product, encourage dialogue with your customers and then their thoughts to a better product.A your quick response is important that the sale to maintain, regardless of whether is a question, comment or criticism, in response to your customers in a timely manner to let them know that what they say matters.Your staff should have a great desire to help your customers with their questions, this is a mere possibility of requiring a customer on a purchase customer.Being attention to the needs of your customers also reduce the number of retus on product.Tom Antion provides entertaining speeches and educational seminars. He is the ultimate entrepreneur, owning several businesses before graduating college. Tom is the author of best-selling book presentation "Wake 'em Up Business Presentations" and "Click: The Ultimate Guide to Electronic Marketing.' It is important to Tom that his knowledge is not only absorbed, but enjoyed . This is why he expresses his speeches laced with great humor and hysterical jokes. Tom has more than 87 different areas and is thoroughly with his clients to be.

No vacancy for Customer Service

No vacancy for Customer Service When I started staying at the Hotel Neptune, which has had a good continental breakfast with a good selection of donuts, breads for toast, muffins, fresh fruit and much more. My favorites where the orange juice and a small packet of Caation hot chocolate that you mix with my coffee.The motel was nice and fresh, fluffy towels. I also liked the hand lotion. No? Do not dry my hands like a lotion-based and not alcohol? Do not make them feel fat. . . in their view, only after rubbing on lotion.In three years, or would I? have stayed there a couple of times a month or so, things have changed. Carpet stains are shown, towels seem thinner and so is the hand lotion. The selection has been reduced for breakfast. No more donuts. The hot chocolate is gone, and the orange juice is changed to a cheaper brand, and now tastes watered down. Do not eat breakfast anymore.About a hundred meters of the road is another motel to stay for about 20% less, but choose to stay at Neptune.What Betty is retuing to me, the moing receptionist. I like it. You? S friendly and always has a smile. When Neptune has decided to raise their rates, Betty has struggled to my feet a commercial nature. Def. I stay. When Betty goes, me too. And me? I am sure that you are as going.Just Neptune has shown a lack of understanding of customer service for me, me? I am willing to bet that even contempt for their own inteal and customer service. I have seen in desktop sales many times over the last three years. I? I have not heard anyone complain about Betty, but one day will happen, like others before it, and Neptune will lose a great employee and at least one constant customer.To remain competitive, companies need to recognize what our customers and our employees need. If you do not take the time to assess the needs. . . and compile them, you risk losing both.Justin Tyme Inteet is a joualist and published author. She writes for print and video production industry and is a contribution to the ideas and training (and Human Resources Radio (

Happy customers keep returning

Happy customers keep retuing If you are a seasoned small business professional, or you just open the doors to new customers, your marketing strategy should involve not only bring in new businesses, is also the participation of your customers, the most important benefit, happiness and back more or services.Top your excellent customer service is the most important factor contributing to the success of your business. Unfortunately, there are professionals who do not live this way. I'm not sure if they do not understand the benefits for our customers to feel like a number, but? S to see if we can not keep ourselves to forget those who have helped our society in which they are exceptional today.Providing centers around customer service to ensure your customers are happy. They need to feel that to improve your business to help improve their business. There are several processes that will prove your dedication to exceptional customer service and are a must for all professionals.Provide the best service and to provide over time. Keep customers happy if you give them your best and be sure to provide, when you say that you want. If for any reason, you have to delay delivery, be honest with your customers and inform them of the situation. If the delay will be no inconvenience to your client, be sure to compensate them or offer to help alleviate the crisis. Really listening to your customers and their needs. May you be able to provide expert advice, but know what they want. Working with them to give them exactly what they need and to improve their business. And the same when reversed. If the customer makes a proposal for you to help you improve your business, take into account their views. After all, are experts on what they need you.Strive always improve its services. With advances in technology, it is always a good idea to update your skills. But this should not be t the only reason. Improve the services we can offer more to customers and then keep happy.Provide guarantee. This is a fundamental aspect of customer service. Satisfaction is something everyone wants. If you are satisfied 100% with what you provided, which will be your greatest contribution to the future of business. If you are not happy, make sure to correct the problem.Provide quick responses to all submissions and inquiries. Don t keep your customers waiting. Try to retu calls within 24 hours, or at least 36 hours. People become impatient and move on to the next for what is needed. Reply to e-mail the same day, if possible, and respond to all written requests within 3 working days. Required to wait for an answer, the greater the chance of losing all their together.Always say Thanks! How do you feel when someone says thank you? This sentiment must be shared. Send cards of thanks to those who ask for a quote and a new customer on board. To reduce costs, send e-cards or thanks.Customer email service is essential to ensure your business? future success. Keep your customers happy, it adds to the value of your business and services offered and to show others that you are the right person to speak when they are in need of your services.About The byer is AuthorJanice Certificate Master Virtual Assistant and owner of Docu-Type Administrative & Web Design Services (see this and other articles on its website; jbyer@docutype.net

As you are following the failure of the customer satisfaction

As you are following the failure of the customer satisfaction Customer service failures, simply defined, is the customer service benefits, not for a person? Expectations. Normally, when a service error, the client is expected to compensate for the hardships in the form of a combination of refunds, credits, or reductions apologies.The success of that customer service efforts for the recovery of the individual? Expectations and perceptions of the organization. Two key elements of the impact of a possible attempt to restore customer satisfaction: The strength of customer relationships and severity of the disease failure.Service Service: service performance, are not satisfied expectationsThe strong relationship with the customer with 'organization before a client has a buffer effect of interruption in the event of non-compliance. Research indicates that customers who expect that the relationship is actually a lower service recovery expectations, and that in tu are satisfied with customer service after recovery.While This is counterintuitive at first glance, the expectations of customers with a stronger collaboration with the organization. A customer who is not much commitment to the organization more focused operation, and expects that the recovery service immediately if a particular transaction is not satisfied expectations.Conversely, a customer with a strong commitment to take less direct compensation with the ' expectation that a strong interaction in the future can create the right customer service interruption in the course of time. These results suggest that service providers not only measures the strength of customer relationships, but also the ability to respond to customer service failures.The severity of the failure of the relationship between customer satisfaction and customer commitment. Even with a strong recovery of employment, research shows that customers are still angry, the negative word of mouth, and less likely to develop with confidence and commitment to the organization, if the original failure of the customer service was really evil. In these cases, managers must do more to improve the strength of customer relationships and commitment. For these cases, the service organizations need to identify the events and the shortcomings of client service, and the severity of each.The data at the point of failure of service, notably the information required by the customer at the time the complaint should be seen as a critique of market research, not just the data necessary for the immediate resumption of service, but also for improving the future performance.Remember, a service error is defined as a failure to ensure customer expectations and the success of a recovery effort of each individual client against his expectations. Therefore, managers would be well served at a post-money valuation of customer expectations and perceptions of benefits of recovery to Customer expectations.Classic error: Service coldThe impact of the non-resumption of service on the satisfaction of our customers can easily be An example of the basis of familiarity. Consider the case of a restaurant meal on its patron is served too cold. In all likelihood, this is not a serious error if the customer service properly.If manage the client? S-server can not provide a sufficient excuse and brings back warm meal after 20 minutes waiting for the first time customer can immediately discouraged and never retu. If it is a long time customer, the service is always excellent, we can or can not write this failure, but in both cases it is envisaged that this sub-par service must be with an excellent service you can expect future.While that customers with a long history of having received an excellent service to demanding in case of a defect in the reality of the new customer has high expectations. His perception of the restaurant are from this experience, where customer service is not up to expectations. Without a formal excuse from a supervisor, a refund, and maybe a future for granted, that new customers can use this experience has changed the expectations of customers in this restaurant, to avoid retuing.The long-standing customer has his expectations by a long history of excellent restaurants and is easier to perform in the immediate connection to a customer service failure.   In any case, the director of the restaurant should immediately begin to focus on the need to guarantee future performance and improve the strength of customer relationships with each of these patrons.About Author   Brian Backer is a project manager with Polaris Marketing Research. The market research company specializing in Atlanta consumer and business customer satisfaction, satisfaction with the service and quality of service measurement. Polaris? State-of-the-art marketing research including customer satisfaction and loyalty programs for measuring, including the management staff of the project. Backer can be reached at 866-217-7014 or lea more about Polaris Marketing Research Web site at

Dear Customer, I am here to listen

Dear Customer, I am here to listen A few years ago, hit a Fortune 500 with a campaign of gold theme.It was simple, direct, and created a competitive advantage. The company has ads that said:? We understand the importance of listening. I became a consultant for the company at the height of this campaign, and I knew it was decided to walk the walk, not just talking about talking. And 'the mandate that employees take courses in listening hours in the company expense.For recently, it seemed that the rest of corporate America take note, and after the initiative. Listen courses arose during the night, apparently everywhere.In my seminars, on this day, have a drive to listen, because it is fundamental to our success in sales and customer service. I note that this activity is given little attention today.For example, proudly show their school debate teams? Trophies for the preparation of cases. Competitions are held at inteational level to promote excellence in speaking.But does not exist? Great speakers? without great listeners who are capable enough to make this criticism determination.When actually listen to another, give us a unique gift: our full attention. This means listening to? Give the person first. It is the latest manifestation of credit to many businesses? Your business is important to us. Want to improve your score? Relationship? What? S much easier through the hearing, which is the way we lea from each other, creating a connection and identification, and develop confidence. Talking too much time, and it inhibits development.So link here? And what I suggest you try to say yes? Back to customer service, management of a client who seems angry, right? Re selling, doing a needs assessment? I? I am here to listen. In addition to a series of questions, try to keep your mouth closed.It? s not easy, but usually the customers give a gift of his response: their recognition and business.Now? s important, ISN? no? Dr. Gary S. Goodman, chairman of Customersatisfaction.com is a keynote speaker, management consultant and seminar leader and best-selling author of 12 books, including some groups and sales? and monitoring, measuring and managing customers. He is a frequent guest on radio and television throughout the world. A doctorate from the USC Annenberg School, Gary offers programs through outreach at UCLA and numerous universities, trade associations and other organizations in the United States and abroad. E ', based in Glendale, Califoia, and can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.

An open letter to Weis Markets

An open letter to Weis Markets I discovered that there are many small things that make the transition to a new house of a rich experience. Simple, such as the search for a new place for food can be an incredible jouey of discovery. This was the case for me, if we just far enough away from my favorite store, save a backup copy as close to my new home. Welcome to Welcome to Markets.My Weis Weis was an unforgettable experience. When I took my car   this first visit and my foot touched the parking lot and landed in chewing gum. Form of   a parking lot that everyone can use, but this game looked dirty. I believe that   With 157 stores, but who? both? car parks to maintain, and I am sure   Weis, who is too busy for a customer with glue on their shoes.On my first and subsequent visits, I was surprised that all but one of   Cashiers filling or have been teaching clients how to use the Self-Service Scanning   Devices in each card is forcing all customers not willing to wait for the entry and   Buy only the people to examine their own food, I also asked Manager   About this, but was told that might not have enough staff. I was really excited   About those who are already working, but that does not seem to go   anywhere with the manager, seemed to have more important things to do than   Conversations with customers. Maybe I'm old-fashioned, but with a man in a register   one of the last services leave, which I prepared for up.So, wait a long series with the man, to the Registry. Opps,   Can you help? I lost my? Weis Store Card What? Is this possible? T-Ring on a   Generic paper, like my favorite store to use too old for me? I have to wait in line   Customer Service so that we are? Is this possible? T call on your phone   For me? Oh, do not you? T is a phone in your registration, or? Gee, that is a little '   Hard to help customers doesn? t it? As I wait for ten minutes? Customer service line? Staff from a frazzled   Workers, which covers a range of services, are aware that 9000 employees   is too well to the practice and who won? t for long enough for Weis   Investment in training pays off. What does it mean when you lose customers   like me, an average decrease of $ 120 per week to visit a register of staff   Of a human being. Who cares if I refuse, even in case of emergency, and instead of Weis   12-15 minutes for the Oregon dairy, where there are always people who   Ring me on this? Card? and their way of helping me. If   home with several bags of food and an IOU when I forgot to   Deposit and my credit card had insufficient funds! How does the Oregon Dairy   Do it anyway? Are you a single business, but the same prices Weis   and actually afford to register all employees with people? And where   Here you can find all employees in just 15 minutes? Here is something rotten in safety. It must   The Shrimp on sale at the Oregon Dairy. I think no more of seafood and a   pounds.Susan some strain of her husband as a partner in the company "team approach" - 17 years and claims that are still best friends! They   Rick Root, and offer many more articles on issues of teamwork in their blog:

The best kept secret in Improving Customer Service is at your employees Soar

The best kept secret in Improving Customer Service is at your employees Soar In today? S tight business market, companies are seeking new strategies to develop loyal customers. Perhaps the advice in this letter will help to improve its customer service and potentially increase their customer loyalty and retention of employees? S.O.A.R.S? Jobs DescriptionsGood specific customer service starts with your employees have a deep knowledge of the expectations in their role of "first contact. All descriptions of jobs should accurately reflect the expected results include the skills needed to perform all tasks, provide an explanation of how the skills used at work, does not contain any further work of shared responsibility and demonstrate how performance is assessed and measured. O? OrientationCustomers employees who want to understand the policies and how to provide products or services. Loyal customers do not want to hear phrases like? What? S is not my service? o? I? m new here and I do not know. New employee orientation should not only explain the physical structure of the organization and policies, but also the organization of culture. TIP: A clearly articulated vision, mission and value will be of great help for all new employees.A? AchievementCustomers react positively when they see the name cards for prizes or a special designation used to distinguish the exceptional customer service. New employees must be able to see the realization of the company and employees the most important value that provides results to those of society. Days, prizes, are some ways to recognize employee achievement.R? ReinforceCustomers value management is a customer service focus. Management is responsible not only to reinforce a work environment where employees want to retu, but the most important in shaping the behavior you want. As the old adage: the employees do not leave companies, they leave managers! Remember, your goal is to retain customers. This begins his score by improving the service and, possibly, training of workers will increase retention. If I do not think that this is true, maybe the words of W. Edwards Deming, who is recognized by some as the father of Total Quality, will help your company understand the value of excellent customer service? Profit in business comes from repeat customers, customers that boast of their project or service and that bring friends with them. Copyright 2005 (c) Leanne Hoagland-Smith, MSIF duplicate their results or performance is important to you in real time, and then visit to explore the types of customer service training can be delivered on site and tailored to meet your needs. Register for a free monthly newsletter. Do not hesitate to contact Leanne at 219.759.5601. If you really do not think you can duplicate their results, read some case studies where individuals and businesses took the risk and experience unprecedented performance