Image via Wikipedia Profits define industry -- the quest for quarterly rewards, the relentless pursuit of revenue. Companies snatch every penny they can, shoving them into banks to gain the necessary interest. Success, it’s assumed, is shaped by dollars. Those dollars disappear when customer service proves useless, however. Corporations with weak responses and weaker smiles find themselves forgotten -- with the public hurrying toward more friendly options. A poor reception offers poor results. Businesses rely on far more than their product reputations. Instead they need customer … [Read more...]
The Value of Listening: Customer Service
July 15, 2011 By Leave a Comment
Image by Getty Images via @daylife It’s an easy dismissal -- a client stumbles over words and technical meanings, fails to name the source of his (growing) frustration; you listen, distracted. His tone doesn’t impress. His complaints don’t concern. He is just one of the thousands you’re forced to deal with each year: who didn’t read the instructions and didn’t follow the rules. Your job is a tribute to public laziness and you offer it the apathy it deserves. That apathy proves damning, however, when the client turns suddenly angry -- tired of being ignored, of being … [Read more...]
Providing Excellent Customer Service
June 27, 2011 By Leave a Comment
Image via Wikipedia In an economy that has had its up and downs, ebb and flows, diminishing companies at every turn, it is normal to have concern over the future of a company. It is known that customers are loyal to certain brands. They become familiar with a product or service, based on the name and continue using these products or services. As shifts in the economy take place, businesses need to work at providing excellent customer service, since combined with brand loyalty – this will keep clients returning. Customers want to be recognized for their loyalty. They want to … [Read more...]
The Importance of Your Net Promoter Score
April 13, 2011 By Leave a Comment
If your business is having trouble selling its products or services you should consider taking a hard look at your net promoter score. NPS is a simple system that divides your customers into three categories, allowing you to see how your business is doing through your customer’s eyes. The three categories are: Customers who promote your business because they are happy with your services Customers who are neutral but happy Customers who are dissatisfied Dissatisfied customers can give you the best feedback on what you're doing wrong, but all customers can help you … [Read more...]