Businesses and Customers

2010-11-10T06:07:00.000-08:00

5 Real Benefits Your Business Will Get With Sales Training Courses

By Tim I Millet

Have you considered sending some of your team members to sales training courses? If you are involved in sales in any way, you need effective training for your staff. Like all forms of communication, the sales dialogue has a unique purpose and therefore has different rules from some other forms of communication. An outgoing and friendly person may not actually be an effective salesperson especially if the person is consistently unable to close the deal. Here are five reasons you should send your sales team to sales training courses:

Increased Sales
Obviously, the first reason your business will benefit from implementing ongoing sales training courses for your sales team is that sales will naturally increase, leading to greater profits. The more understanding your staff members have of the sales process, the easier it is to convert customer enquiries into sales. As your staff learn sales skills, like starting the sales dialogue, discovering the reason for the purchase, and closing the deal, you will definitely increase your sales.
Better Customer Service
Increased customer service can be a surprising by-product of teaching your staff better sales skills. Many managers are surprised at the way customers respond to the increased interpersonal communication skills staff have when they learn better sales skills. When staff learn to pay more attention to the signals the customers send out, the customers receive better customer service and are happier. Happy customers are the best marketers for the business.
Greater Understanding of the Links between Customer Service and Sales
Many business leaders think that customer service and sales are actually different departments and have no relationship - in reality the sales and service should never be seen as separate issues - customer service is about understanding the customer's needs, and sales is about selling products that meet those needs. When you link the two processes in a closer way, you will find the business benefits from happier customers and increased sales as the sales team can be selling products to suit the customers..
Greater Understanding of What Makes a Customer Buy
Without understanding why people buy the product, it is almost impossible for the salesperson to close the deal. A good sales training course which is clearly linked to customer service will encourage your staff to consider the underlying and psychological reasons people will make a purchase. This increased understanding of customer behaviour can help create an environment where your customers feel comfortable and confident buying from you.
Up-Selling, Cross-Selling and On-Selling to Other Products
Another benefit of increasing the sales skills of your staff by attending sales training courses is that the staff are far more likely to introduce the customer to other products in your portfolio. For example we think of up-selling as the typical "Do you want fries with that?", but it can be much more complex than that. Great sales people will focus on all products and opportunities that benefit the customers and give better customer service.
What are you waiting for? Start sending your sales team to training courses to reap the benefits for the business.

Timothy Millett, head trainer at i perform, has extensive expertise in performance training, sales training and customer service training. Tim has helped participants from organisations such as SWIFT and UBS achieve peak levels of personal performance. For more information please visit Leadership Training.

Article Source: http://EzineArticles.com/?expert=Tim_I_Millett

Customer Support

2010-07-27T13:01:00.000-07:00

Customer support is the process of provision of service to customers before, during, and after they make a buy. It has to do with a businesses' Customer Relationship Management (CRM) which itself involves interaction with the customer to provide all the necessary assistance required by the customer. Experiences have shown that the more the quality of support time given to a business' clients, the lesser the overhead of the company and plenty of time is also saved in the process.

Customer service could come in more form than one. Automated means otherwise known as self service directs the customer through a sequence of steps towards solving a problem. A human can also render this support service, one of the reasons why we have Sales and Service Representatives.

The internet is one very good means of an automated customer service. It has a very wide reach and accessibility. Little wonder every business today utilizes it to it's advantage. The major challenge though has been to make it as personal as possible. Some customers argue they could be shortchanged by the customer service support assistants. But some entrepreneurs say this lack of visual and and tactical presence makes it even more crucial to create a sense of personal human-to-human connection.

The customers, i would say, are always right, and should always get the best of service via excellent support systems. This would of course come about if the company has a unique customer value proposition. This is where the company remembers that the customers are human, have feelings and remember things. Your business will alway be the better for it if you remember this and always ensure your business delivers on it's promises.

All in all, without the customer businesses would not be there. Customer support thus plays an important role in a firm's ability to be. Customer support service should be an integral part of every company.

Customer Service- the Dell Way

The Dell computer business was built on the principle of touching the customer directly. The company simply used the internet to simply extend this principle. As a technology company, Dell recognized that commerce should be a combination of interaction over the internet and personal contact. Not a matter of either-or. It combines internet service with personal contact in progarms that give its customers the benefits of both kinds of interaction.

A good way of doing this would be for firms to move pure transactions to the internet, use the online communication for sharing and routine information, then reserve physical interaction for activities that add the most value. Sales personnel do more of consulting work as the net is used simply to make reservations, place product orders, assess product value and price performance, check order status, and diagnose and solve simple problems.

In Dell employees also require and use technical support. Technical support is a range of services providing assistance with technology products. It specifically helps the user solve a specific problem with a product, rather than provide training, customization or other support services.

Dell uses electronic newsletters to stay in contact with customer segments, and offer targeted news and promotions for suscribing customers. In all this, there is good flow of customer feedback, which helps them continually improve their processes. According to them, it gives them the competitive advantage.

To this online support, Dell makes its online presence highly interactive and customized. This has been a key to acquiring more customers at lower cost and retaining them through higher satisfaction. This interactive customization gives the customer all the support he/she could wish for and truly makes the customer king.

A Review of the Customer Service Software, Through the Customer's Eyes - Module 1 - Why Customer Service Matters - How to Establish Superior Value and Profitability

2010-07-27T05:37:00.000-07:00

The fast-paced nature of business today demmands that businesses continually meet up and even surpass the demands of customers. Today's customer who never knew he wanted a product or service before now want them today. Customers today and in the future will only patronize businesses who can deliver on demand. Everyone today is in a hurry.

The skill and proffessionalism of trained customer service staff can mean the difference keeping customers for life or losing business forever. It for this reason that the National Seminars Group (NSG) put together a string of Customer Service Softwares for everybody that will in one way or the other have to attend to people.

According to the NSG customer service is an Essential Part of Strategic Marketing. Being skilled at it will tremendously improve your Productivity. It equally shows you how to offer the best customer support, remember your customers never have the time; customer service Customer Relationship Management (CRM), it shows you that everything is relationships; how to do a customer service survey; customer service management; etc, the list is just endless.

It actually comes in modules and it's always best to start with module 1 that has as it's topic, Why Customer Service Matters and How to Establish Superior Value and Profitability. There are actually six modules in all. But like i said it makes sense to start with the first module.

Through the Customer's Eyes uses broadcast quality vignettes of typical customer interactions to demonstrate right - and wrong - ways to manage service situations. By combining presentation and dramatization with interactive exercises and other activities, content is presented in an engaging informative manner. A critical factor in the quality of your service is your Customer Service Software and Helpdesk.

Customers tend to judge businesses by the way they serve them when in need of help. Here are some more feature of this customer service software,

How to establish superior value and profitability
What customers want
Core skills to enhance customer relationship, empowerment, attitude
Product knowledge, questioning techniques, providing information and creating trust
Handling complaints, etc, etc.

You can give your business that much needed lift by getting this customer service software here

Through the Customer's Eyes - Module 1 - Why Customer Service Matters - How
to Establish Superior Value and Profitability

Customer Service Ratings

2010-07-24T03:06:00.000-07:00

Customer service is the norm today for firms that intend to remain in business. Consumers are treated like king as bodies emerge to class companies based on their customer service performance. Companies have no choice but to deliver on their promises to their customer.

The 2003 rating by consumers saw Apple being the best company in customer service issues. The American Consumer Satisfaction Index (ACSI) randomly called on residents and ascertained buying habits.

Apple received the highest score in the Personal Computers category. The company's focus on product innovation and service has seen it being the best customer oriented company in its consumer category for the second year running. Apple is pretty consistent when it comes to customer service.

A contrast to Apple were the consumers who complained of Dell's poor customer service. It had nothing to do with their product. Dell products are fine, but the customer service rating by the consumers was deteriorating. They claimed the currently surveyed year got worse.

Apple has achieve this feat by its innovative approach to both back and front end issues. And consistency when it comes to high quality customer service. And of course the customers and Apple have had the final say.

Good Customer Service

2010-07-22T08:44:00.000-07:00

Good customer service is essential to any business. It is the live wire of any business. Without good customer service practices a business is best called something else and not a business. Customers could be gotten by any means, but the job is in retaining them.

Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Effective listening and undivided attention are particularly important on the show floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to.

If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.

There's absolutely no substitute for inability to offer your customers satisfaction. Your customer keep you in business, hence the need to offer them the best of service.

Customer Service

2010-07-22T06:13:00.000-07:00

Current Customer Service Issues

Good customer service comes when businesses make it their point of duty to give their customers better value for money. Very simple innovations can make all the difference between haphazard service and giving your customers that very well deserved value for their monies. Trying to better every facet of your service to your customer could have a huge impact on the amount of clients that come in to patronize you.

McDonald’s, with simple innovations like better coffee, does well by that measure these days. The burger giant was rewarded with a 1.4% climb last year to a score of 70. That’s better than both Kentucky Fried Chicken, which dropped 1.4%, and Burger King, which fell 2.8%, the biggest drop in the group.

Tampa just recently received three awards for overall customer service. This came as a recognition of their ongoing commitment to excellence in customer service. They generally do all within their means to make their customers successful.

In today's fast paced economy there is just no substitute for exceptional customer service.The customer has and will always be king, as exemplified by most businesses today.

Doing Right Or Doing Better to Improve Customer Experience?

2010-07-21T01:32:00.000-07:00

By Ron Kaufman

I arrived at the airport early. The check-in agent was very polite, but also concerned. Despite my confirmed Business Class ticket, the airline had no record of my reservation, and Business Class was already fully booked.
I asked if seats were available in First Class. The agent said "Yes."
"No problem," I smiled. "How about an upgrade into one of the empty seats upfront?" She smiled back, but did not issue a boarding pass to improve customer experience.
Twenty minutes later I was still standing nervously at the counter while two staff members double-checked the computer, spoke at length with my travel agent on the phone and then called their manager for instructions on how to improve customer experience.
Again I said politely, "I have been a qualified frequent flyer with your airline for the past five years in a row. Surely you can provide a bit of special treatment by upgrading me into one of the empty seats in First Class."
The staff replied sincerely, "We will definitely do an upgrade, Mr. Kaufman. But there are other passengers seated in Business Class who have even more years of frequent flyer qualification than you do. The person with highest seniority will move up to First Class."
"Wait a minute," I replied. "The passenger with 'highest seniority' has no idea a problem even exists. I am sure he would enjoy moving up to First Class, but he's probably quite content where he is right now in Business Class.
"I, on the other hand, arrived at your check-in counter with a confirmed Business Class ticket to find you show no reservation in my name. I've watched for twenty minutes while you and your colleagues try to sort this out. I've been delayed at check-in, and I am completely aware of the current problem. And now you tell me that you are going to upgrade a passenger who has no concern, no problem, and no complaint? This makes no sense. The passenger you upgrade should be me!"
She knew my suggestion was right but replied quietly, "It's the company policy." And company policy prevailed - not an attempt to improve customer experience. Unintentionally, the airline added insult to inconvenience and did nothing to improve customer experience.
The passenger who was upgraded to First Class had seven years of frequent flyer qualification; I had five.
On board I read the airline's in-flight magazine. An article announced the airline's brand new customer service initiative. It said, "We are talking about empowering frontline service staff to seize service opportunities as they arise... A more personalized and innovative service will be possible through a flexible approach to systems and procedures."
After the flight, the airline did explain its policy to me in great detail, but did nothing more to soothe the pain. "Talking about" is not the same as doing something to improve customer experience.
I remain a loyal customer of this airline, praising them often in my speeches around the world. But I am also keen to help them improve customer experience and grow.
When they deserve the praise, I say it. When they need constructive feedback, I send it in. You should do the same to help companies you care about improve customer experience.
Key Learning Points
It is not enough just to make announcements and speeches and launch new service campaigns. You must give your people the power to do the right thing, not just the right policy thing if you want to improve customer experience.
Action Steps
Learn to see the world from your customers' point of view. Truly empower your staff to improve customer experience. Allow them to make customer-friendly decisions when they know it's the right thing to do.

Ron Kaufman is the world`s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling UP Your Service! books and founder of UP Your Service! College. Read more articles and get tips about how to improve customer experience.

Article Source: http://EzineArticles.com/?expert=Ron_Kaufman

Use Customer Service Quality to Create Your Own 'Godiva Moment'

2010-07-21T01:30:00.000-07:00

By Ron Kaufman

One of the nice things about flying First or Business Class is the little "extras" in the passenger experience: wider seats, soft slippers, interesting magazines, comfortable headphones, etc.
On a recent flight, a member of the cabin crew appeared after dinner with an elegant box of Godiva chocolates. She invited me to make a selection from the small but expensive temptations. I replied spontaneously, "Oh, thank you!"

Some of the chocolates were dark and round, others were light and square. One had a tasty looking nut on top. Two were wrapped in gold foil. I was flustered for choice. They all looked so good! I asked the smiling crew member, "Which is your favorite?"
She knelt down in the aisle next to my seat and looked over the selection. Pointing gently to a dark chocolate square with the Godiva logo on top she said, "That one." And then, "But I like this one, too, and that one, also."
I mentioned my preference for light chocolate over dark, which she followed with two more recommendations.
We looked at each other and laughed. We had chosen every piece in the box! It was a unique "Godiva moment" that demonstrated exceptional customer service quality. "Let me get you a plate," she said standing up, "then you can try one of each." When she returned, we selected four Godiva chocolates for me to sample. The whole process was a treat. The sweets, and the customer service quality, were delicious.
Two weeks later I was flying on a completely different airline, also in an upper class of travel. After dinner a member of the cabin crew came by offering... Godiva chocolates! The elegant box was exactly the same. But the customer service quality could not have been more different.
As the crew member moved through the aisle, she made no eye contact whatsoever. There was no pleasure or invitation in her voice. She thrust the box first in one direction, then the other, demonstrating a lack of customer service quality.
Her voice was barely a mumble: "Chocolate? Chocolate? Chocolate?" By the time she came to my seat, she had given up asking altogether and simply pushed the box towards my face. I saw the same range of chocolates as before, but had no appetite whatsoever for tasting courtesy of the poor customer service quality. My reply was as hollow as her invitation, "No thanks."
Key Learning Points
Anyone can provide a product. But only those with a passion to serve will offer an experience of pleasure. Customer service quality is about making the connection, not handing out the chocolate. It's about leveraging the contact, not just pouring the coffee. It's about being the person that people remember, not simply doing a procedure, pushing a policy or wrapping up a purchase.
Action Steps
Look carefully at your products. How can you make them more attractive? What can you do to enhance their appeal? Can you make them a bit more "Godiva?"
Now study your presentation, people, customer service quality and procedures. Could they be smoother, more pleasant or friendlier? How can you polish your customer service quality, give your customers a special treat, and create your own unique "Godiva moment?"

Ron Kaufman is the world's leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling UP Your Service! books and founder of UP Your Service! College. Read more articles and tips about Customer Service Quality.

Article Source: http://EzineArticles.com/?expert=Ron_Kaufman

Why Failing the Customer Service Test Could Kill Your Business and What You Can Do About It

2010-07-21T01:27:00.000-07:00

By Terri Mitchell

We've all experienced it, and there are more than a few forums and online sites where spleens are vented on the subject: Poor Customer Service - when we receive great customer service we rarely tell anyone, yet when the service is bad, we're first on the community grapevine telling others what happened and poisoning the views about the offending business.
What is Customer Service and is it such an obvious term that even daring to define it here is offensive to those in business?
No doubt there are some businesses whose staff excel in all things 'customer service'.
The key aspects of Customer Service are:
Providing courteous and professional support to your customers throughout the buying process.
Fulfilling the needs of your customers while assisting them to become familiar with your goods/services.
Treating the customer as you would want to be treated, with respect and honesty.
There is no one perfect working definition for customer service because it is all-encompassing.
So why do so many business owners and their staff get it so wrong and what can you do about it if you're one of the offending parties?
When it comes to the crunch, staff who are hired to work in your business are simply people with a need for income that is greater than the government unemployment benefit.
Let's face it - if your staff didn't have to work at all to earn their income, would they? Most likely not. Granted, there are some genuine employees who truly enjoy or value having a job and will give it their all each and every day. There are, however, more than a few staff who appear somewhat begrudging in the provision of their duties.
This is reflected in poor customer service.
Here is a scenario that plays out in too many businesses - see if you recognise it.
Prospective customer walks in to storefront and browses the selection of goods on display. This customer has a product purchase in mind but is not familiar with all those available in this particular store. However, the customer service representative (CSR) fails to greet the customer, and leaves the customer to wander somewhat aimlessly in the store, till he or she attempts to engage the CSR in a communication. When doing so, the customer notices the lack of smile on the CSRs face. The dismissive tone in the voice is more than enough to convince the customer that shopping here won't be worth it. When asked about the product options in the store, the CSR responds with something akin to, "Sorry we don't have that product here". Nothing more.
If this is typical to the CSR behaviour in your business, then you need to realise what is missing from that scenario:
Greet each and every prospect with a smile, and a cheery hello. It makes not one jot of difference if the customer appears to be indifferent, doesn't smile or is reserved and doesn't speak first. Your CSR must "meet and greet" with a smile and an enthusiasm that is sincere.
Don't just ask, "Are you right?" (How many times have I heard this cringe worthy offer of service?)
Instead, say "Can I be of assistance to you?" or something very similar. Whatever the customer respond with, the CSRs role is to ask questions - to determine what product the customer is seeking, what it is to be used for, and what price range the customer has in mind to spend. Product demonstration where the customer is encouraged to touch and feel the product engages the customer to imagine him or her self using the product - owning it today.
Matching one product with another and describing the benefits of products on either side of the customer's price point will allow for one of two things: the CSR will help the customer to spend more money on a more expensive item; or, if buying the cheaper item, it may then enable the CSR to find value in persuading the customer to buy an additional product while keeping within their own budget.
Let's say you're a retailer with office equipment in your stock. I come to you looking for a single ink cartridge. You don't stock the specific colour I want.
What do you do?
Here's what happened when this situation occurred for me in a major retail outlet just before the GFC came crashing down. The same retail outlet had to shut a number of stores because of lack of profit and here's a contributing reason why.
The CSR of this major retailer heard my request for an ink cartridge, advised me that the colour I wanted was not in stock and without questioning my needs, offered me a combined pack of cartridges (single cost $16, combined $99 - what do you think I did?)
I left the store and not one attempt to engage me further was made.
It came as no surprise to me that some of this retailer's stores had to close.
What could you do in this case?
Ask me what I needed the ink for - a project, a document, was it urgent, had I traveled far to come to the store?
By asking, you would find out that I needed it urgently BUT would have waited had I known the ink was coming in next day. Or, had the CSR offered to take my details (and my permission to be contacted), the store would have my details for future contact, to advise me of any great deals to do with ink, paper or other related office supplies.
I would also have been persuaded to buy the $99 pack of inks had the CSR engaged me in customer service communication. Clearly he was either disinterested, or may have just been having a bad day. Either way, the sale was lost to the store that day, and to this day, the retailer would never know I was in the store and would never know if I ever shopped there again.
Can you see how you might be able to change your CSR skills and make instant profitable increases to your revenue?
Customer service is not rocket science - it is a skill like any other which can be learned. Your business depends on treating all people who contact your business as being potential lifetime customers and it is vital you learn the lessons now for your business survival.

http://www.theprofitfrog.com

Article Source: http://EzineArticles.com/?expert=Terri_Mitchell

Customer Service is the Life Blood of a Company, Do it Right the First Time

2010-07-21T01:23:00.000-07:00

By Paul Vann

Who said let them eat cake? Leave your customer service to chance and you will lost all of your customer. I truly believe in organizations going the extra mile when it comes to treating your customers with the utmost of respect.
Sure there will be customers who do not deserve the best at times, however everyone is human and so are customers. How can you ensure your organization and staff understand the key ingredient for your company and or business?
At your staff meeting, ensure you stress the importance of retaining customers. The cost per client is high when it comes to getting new customers, thus if you make sure you take care of the clients you have with respect, they will generate new customers for you, albeit at a lower cost per acquisition.
For example, have you ever been to a post office and there is only one person at the four person counter? Sadly I experience the lack of customer focus on a consistent basis and it all leads back to the postmaster for the post office I visit for service.
To add insult to injury, the lone postal worker at the counter will encourage you to contact the postmaster for his office, this is a clear sign that leadership is not up to the challenge of influencing their staff. In the end, the customer suffers and the post office continues to lost a ton of money as a result of poor customer service.
Here is another example of poor customer service, this happened to me and my family. We went to a restaurant and was seated in no time flat. There was only one probably with being seated fast, the waiter took 30 minutes to return to ask for our dining order.
All the while my six year old and four year old became restless and my wife was not happy. I asked to speak with the manager, to make up for poor customer service, he provided our lunch on the house because he recognized his waiter did a poor job of customer service.
Do you think I took my family to that restaurant again? The answer is absolutely not and to add insult to injury, it was my favorite restaurant. Oh well, there are other restaurants and I will find another favorite for sure.
The lifeblood of any company is good customer service, do not allow your staff to short circuit your cash flow. Customer retention is critical to your longevity, make your points with your staff and follow up for cash sake.

Paul Lawrence Vann is an inspirational speaker who motivates people and organizations to maximize their human potential and improve their bottom line. He is author of Living on Higher Ground and is a leadership and workplace diversity expert. Paul has an uncanny ability to resonate with audiences and is easy to work with. http://www.paullawrencevann.com, (240) 416-5077.

Article Source: http://EzineArticles.com/?expert=Paul_Vann

Customer Service - Its Importance in Today's Economy and in the World

2010-07-21T01:15:00.000-07:00

By Barbara Goldsmith

This article is about customer service and how it affects the global economy.
When a country is experiencing an era of prosperity we so often see the level of customer service slipping greatly. People who work in retail, especially those who are on commission, often feel that they can let their customer service skills slide because there's always another buyer right around the corner, and for many years, most countries have experienced prosperity. Nowadays, looking at the global economy, it's patently clear that the economy is in deep trouble, customer service has hit a new low, and if we don't change our attitudes about work and service, more businesses will be forced to close and more people will lose their jobs and be out of work.
You cannot separate customer service from the bottom line. With so many people competing for business, the only ones who will survive this economic downturn will be those who know how to give excellent service.
Studies show that a typical dissatisfied customer will tell 6-10 people about the problem. A typical satisfied customer will tell 1-2 people. It costs 6x more to attract a new customer than it does to keep an old one. Of those customers who stop doing business with you 68% do so because of an attitude of indifference by the company or a specific individual. About 7-10 complaining customers will do business with you again if you resolve the complaint in their favour. If you resolve a complaint on the spot, 95% of your customers will do business with you again.
How can you afford to ignore these statistics? As a business owner you stand to lose a lot of money and perhaps even your business if you ignore these statistics. As an employee you stand to lose your job if you don't pay attention to your customer's needs.
In the old days, people were expected to do their job and to do it well. And if they didn't, they were fired. Today, we're living in litigious times. Due to the recent spate of lawsuits, companies are afraid to fire people for fear of being taken to court. So now they are stuck with employees who don't really care about the company, who are poorly trained, and whose attitude of indifference gives customer service a bad name. This has contributed greatly to the failing economy.
Good customer service is so rare that nowadays we find ourselves praising company employees profusely just for doing their job. In other words, we are getting accustomed to employees who are not properly trained, who have no job skills, who cannot think their way out of a paper bag and who are absolutely indifferent to their customer's needs - and we wonder why the economy is in such bad shape.
Look at the culture we have accepted as our norm. It's pitiful. It's disgraceful. When you buy an expensive item, you probably want something that works, a company that stands behind its warranty and a salesperson who can tell you something about the product and be reasonably correct in the information they are disseminating.
And if that's the case, why wouldn't you give that same level of service to your customers?
We've already seen how manufacturers use the concept of planned obsolescence. If your washing machine has a warranty of 3 years - we can almost be sure that it's going to be ready for the rubbish heap in 3 years and 1 week. There was a time when a washing machine would last for ever and a day, and if you needed service, the store would send someone who was reliable and knowledgeable and capable of fixing that machine.
Customer service is the bedrock of any business whether you provide a service or a product. If you are diligent about keeping appointments, being on top of follow-ups, correcting problems immediately and having a cheerful, cooperative attitude, you can't help but be successful, no matter what the economy.
During the Great depression of 1929, with 23% of the population unemployed and standing on bread lines in the US, there were still enterprising people who opened businesses or continued businesses that had been in operation and who made a great deal of money.
People who were willing to work hard and go above and beyond what was expected of them. People who persevered, who did not give up hope, but who forged ahead in spite of every hardship they encountered.
I worry about people being unprepared emotionally and financially for the hard times yet to come. Of all the things that we can do to turn this economy around, good customer service seems the easiest in theory. What could be easier than having one of your employees greet people at the door with a smile and welcoming them to the store and asking how they can help them? Yet more often than not, a potential customer walks into a store, no one says hello to them, no one asks them if they need help, no one is anxious to handle their complaints and no one seems anxious to get their business.
Several years ago, I heard of a store manager of a high end department store who had a customer who had just bought an expensive outfit from the store and she had no shoes to go with it. The store manager sent her 32 pairs of shoes delivered to her home the next day and told her to take what she needed and send the rest back. I am sure that that customer will do business with that store for the rest of her life - and that store manager will not only have gained the most loyal customer and all her family and friends but he will have increased the store's profitability just by that one act.
Great customer service doesn't only extend to external customers, but it extends to internal customers as well - namely, the employees. The companies that stay operational through the tough times are most likely to be the companies that take good care of their employees. The common reaction with a downturn economy is to try to pare down your costs - but the unwise employer often pares down the very things that motivate employees to be loyal and to take good care of their customers.
I know of a company in the US that scouted around for really qualified employees shortly after the economy came tumbling down. The CEO said that those he hired during this time were the cream of the crop, they were out of work because their companies had downsized, and they would be very loyal for having been hired during these tough times. He knew he was going to have to put a great deal of money into the training but his rationale was that when things are slow this is the best time to do these trainings. When business is brisk there is no time to do a really good job. So his people are well trained and he is doing great business and it's doubtful that even if the economy goes through the roof, these people will be looking elsewhere for a better job.
There's a luggage company in the US that stands behind their products 100%. If a piece of their luggage ever gets damaged beyond repair, they replace it free of charge. A man had an attaché case and he put it on the kitchen counter too near a pot that was cooking on the stove. The attaché case caught fire and was badly damaged. He called the company, and told them what happened. He said "I know this is my fault, I did a stupid thing; I put the attaché case too close to the pan that was on the stove." They said "We'll send out a new one in tomorrow's mail." He said "No, I'm not looking for a new one, this was my fault, I just want to know how much it will cost to repair it." They said, "Your attaché case is fully warrantied for any kind of damage and we'll send you out a new one in tomorrow's mail" - which they did.
This is a customer who will never buy luggage from another company. Instead of telling 1-2 people about how satisfied he was, he told everyone he could think of about the company. This man singlehandedly caused that company's new sales to skyrocket.
He told friends and neighbours and relatives about this company - and one of those people told a friend of mine who bought all her luggage from them too - and as a result I bought all my luggage from them as well. That's the correlation between great customer service and the economy.
So an attaché case that cost $300 - $500 probably netted the company $1/2M in new sales.
I have never seen so many businesses with so few people at the helm who understood the meaning of business. I find it incredible that in this downturn economy, businesses are not rushing to do business with you, instead they are turning it away in droves. For the past couple of months, I have been looking to rent office space for classes on a weekly basis. I need a year's lease and nobody wants to give it to me. The most the anyone has offered has been for two months and for the stupidest of reasons that are underscored by their inability to understand economics and how their business can survive this downturn economy.
Let me give you some examples of what I'm talking about.
I went to one place and asked for a year's lease and she said that couldn't be done, because once a month they hold a board meeting in that room (and by the way there's only one room that will accommodate a large enough space for classes) - and she said that first they have dinner and then they have their board meeting. So I asked her if they couldn't have their board meeting on another night. She said, no - that's the night we've been having the meeting for many years. I asked he how many people came to these board meetings - she said there are 12 of them. So I thought to myself this makes absolutely no sense. This room is supposed to generate an income and yet, business is being turned away because these 12 people would be inconvenienced by having their meeting on another night.
If I owned that building, and these were my board members, you can be sure that if they wanted to have their meeting on that night and they wanted to have dinner, I would host the meeting in my house, order in pizza and have the meeting at my place for just 12 people.
Another building had a perfectly lovely room and they would only give me 2 months - because just in case they needed it for other events that may want to come in during the year. There's an old saying: a bird in the hand is worth two in the bush - they turned down a year's lease that was guaranteed income for them, just in case, in the downturn economy, someone else wanted to use the room for a different event.
Then I went to a school with the same request for a year's lease and they turned it down simply because twice a year they give exams to their students and they needed that room for their exams. With the economy being the way it is, and the exams being given just twice a year, you would think that even if they had to give those exams on a Saturday, they would have had the business sense to give me a year's lease. Again, a guaranteed income for them.
Let me give you another example of really poor customer service. I bought a highly specialised software programme and there's only one technician in my entire community who is licensed to do repairs, upgrades and tutorials. His fees are much higher than anyone else's. He doesn't get back to you when he promises. He only gets back to you when he knows he is going to make some more money from you.
Up to this point, he's been riding high. In his mind, he thinks that he will continue to thrive. What he doesn't realise is that with so many people wanting our money, if he continues with such poor customer service - people like me will throw up our hands in disgust and buy a different software programme from someone else. And this deplorable level of customer service doesn't only hold true in my country, but in a neighbouring country as well. I am trying to buy a $500 programme and they haven't returned my telephone calls. And the sad part about all of this is that when their business fails and they have no income, they won't even realise that they were the ones who caused their own downfall.
The heart of an economy is based on the numbers of employed people. A country cannot survive without people buying goods. If you are out of work, you cannot afford to buy anything. If you can't afford to buy anything, the economy crashes. So it makes sense to look at why people need to hone up on their customer service skills as a way of generating new business and retaining existing business.
Everything that we do or fail to do has a direct correlation to our income and by extension to the economy of our country and the economy of the world.
To sum up:
1. If you are the boss, examine the things you can do to generate business
2. Don't let convenience or habit stand in the way of taking advantage of a good business opportunity.
3. If your business involves performing a service, make sure you give 100% of yourself to your customers.
4. Be on time for your appointments
5. Return phone calls promptly
6. Make sure you follow through with all your commitments
7. At the end of the service you are providing, ask your customer if they are satisfied with the level of service they have received and don't be offended if you have to hear criticism. Take it to heart and try to do better for the next customer
8. Be courteous, be cheerful, be helpful, be knowledgeable. If you don't know the answer, or cannot perform the service, admit it. Don't be afraid to refer that person to someone else who may be able to help, because that customer will probably come back to you in the future, just for your honesty.

Barbara Goldsmith, MBA, CeFA, Cergi, CeMAP,
Professional Financial Adviser.
She ran her own property investment company in the UK for several years before moving to New Zealand three years ago. She advises people and businesses around the world. She has her own weekly television show: Money Talks with Canterbury Television. Author of Handbook for Surviving the Global Financial Crisis available in paperback and on PDF download from Amazon, Lulu and her own website.
http://wwwlfinancemoneybusiness.com
bg@financemoneybusiness.com

Article Source: http://EzineArticles.com/?expert=Barbara_Goldsmith

The Customer Service Attitude

2010-07-21T00:36:00.000-07:00

By Alain Burrese

It is easy to state that everyone interacting with customers should be thinking of customer service and acting prompt, polite and nice. But what does that mean? In one sentence, we could characterize this as treating our customers as we would want to be treated. Going a little farther, here are a few components of a great customer service attitude to improve the interactions between employees and customers.
Use a pleasant tone in person and over the phone. Gestures and tone can convey more than the actual words used, and over the telephone gestures cannot be seen, so tone is even more important. Customers can identify the mood you are in by your tone, which can consist of your pace, volume, inflection, intensity and attitude. Notice how none of these have anything to do with the actual words you may be saying. Adjusting your pace to that of the customer and adjusting your volume to ensure the message is heard assist in communication and will present a more favorable response within the customer. Maintaining a positive attitude and using inflection and intensity in your voice can also help you "connect" with the customer and stand out as giving superior service. Remember, service is often measure by how the customer perceives the entire experience. Pleasurable communication with those waiting on you heightens the experience. Above all, smile as you communicate. Even over the phone, a smile does wonders.
Like your tone, gestures play a part in your communication, and thus your success with customers. How do you feel when you walk into a place of business and those working there fail to even look up and acknowledge your presence or greet you? Without saying a word, they have conveyed a message to you, and not a very positive one. Have you ever stood waiting while two employees continued on gossiping or discussing personal matters, seemingly not caring whether you did business there or not? How did that make you feel? Actions speak louder than words, and if you act badly, customers will remember it. Employees should be taught to treat every customer like the boss. Would you stand around gossiping if the boss walked in and wanted something? Would you be disrespectful to your boss? If your boss was on the phone, would you put him on hold to take another call, especially a personal one? Without customers, there would not be any jobs, and in that light, the customer really is more important than the boss and should be treated as such.
We have addressed tone and actions as important ingredients to successful customer service communication, but what about the actual words you say. Naturally you will not use foul language or belittle customers. However, many people politely and innocently use language that detracts from a positive experience. What is the difference you feel when someone tells you, "I can't," "I won't," or "I shouldn't," as opposed to someone saying, "Let's see what we can do." Which focuses on solving the problem? Which makes you feel more positive? Which would you rather hear, "I don't think we can do this," or, "This is what we can do." Substitute the positive rather than focusing on the negative for greater customer service.
Finally, do what you promise. If you do not follow-up and do what you promise, you will be remembered for poor customer service. For a company to succeed, everyone must be accountable for their promises. Even if you cannot provide the final solution, you can follow-up to make sure no one has dropped the ball. Lack of follow-up gives the customer the impression that you do not care if his problem is fixed or not. The customer will consider you irresponsible and ungrateful for his business. People give their money to businesses and companies that make them feel good about spending their money. Never forget this. Customers have many choices, and they will spend money where people appreciate their business. The company that has a continuous commitment to provide outstanding customer service that is evident by the words, attitudes, and actions of everyone employed there will stand out above the competitors in the essential area of customer service.
Alain Burrese, J.D. is a performance and personal development expert who teaches how to live, take action, and get things done through the Warrior's Edge. Alain combines his military, martial art, and Asian experiences with his business, law, and conflict resolution education into a powerful way of living with balance, honor, and integrity. He teaches how to use the Warrior's Edge to Take Action and Achieve Remarkable Results. Alain is the author of Hard-Won Wisdom From The School Of Hard Knocks, the DVDs Hapkido Hoshinsul, Streetfighting Essentials, Hapkido Cane, the Lock On Joint Locking series, and numerous articles and reviews. You can read more articles and reviews and see clips of his DVDs as well as much more at http://www.burrese.com and http://www.aikiproductions.com

Article Source: http://EzineArticles.com/?expert=Alain_Burrese

Listening for Dollars- Customer Complaints Create Profit

2010-07-21T00:29:00.001-07:00

By Mary Sandro

Customer complaints are like medicine. Nobody likes them, but they make us better. Actually, they are probably more like preventative medicine because they provide advanced warning about problems. Financial statements, in contrast, provide a historical perspective. By the time problems manifest in the financial statements, forget the medicine. It’s time for emergency surgery.

Studies from the Technical Assistance Research Program* in Arlington, VA suggest that the root cause of customer complaints can be traced back to one of three areas: individual employees, the company, or the customer, with 80% of complaints traceable to the last two categories. By listening carefully, we can identify opportunities for training employees, improving products and services, and educating customers.

Individual Employees

Business is becoming increasingly complex and fast-paced. Customer service professionals have to know their product or service, their company information, the technology that supports it, and how to communicate all of this to savvy, demanding customers. Even a small gap in knowledge or skill could cause huge repercussions in terms of lost business.

When I first started my seminar business, I received a few complaints about my individual skills as a speaker. Some customers complained that they didn’t like my Philadelphia accent, my hairstyle, the way I moved around the room, or the pace of my delivery. After I cried for a few hours, I decided to invest in voice lessons, an image consultant, and a video camera. These have been some of the best investments I have ever made. I never want to get in the way of my own success. Companies should not let their employees’ lack of knowledge or skill get in the way of their success.

The Company

More often, the culprit is the actual product or service we provide. There may be an inherent flaw in the design. There could be a glitch in the distribution channel that causes dissatisfaction. Even if everything is perfect, marketing pieces, advertising campaigns, and salespeople could inflate value and create customer expectations that are impossible to satisfy.

Recently, I was providing a service that involved a series of facilitated sessions. I allowed the customer to choose the dates of our sessions. Even though there were very few sessions, they occurred over a long period of time and the customer complained that the project took too long to complete. I made reparations to the client and decided to restructure the service and the pricing so that in the future I would control the timing of sessions. Now sessions always happen over a shorter period of time and the service has a higher value and is more profitable. I have fixed the delivery process of my service.

The Customer

As many of us have always suspected, customers actually cause most of the problems they complain about. It’s not our fault. It’s not our employees’ fault. It’s the customer’s fault. Yet even here there is profit to be mined. Customer education and innovation are the possible solutions.

I always send out a preprogram questionnaire to customers in order to tailor their seminars. If customers have email, I send the questionnaire via email. Recently, I had a customer who did not know how to return the email questionnaire to me with responses filled in. I sent back brief instructions on how to work the email, which could be classified here as customer education.

Afterwards, I started wondering if there could be a better, easier, cleaner way to collect information, in other words, innovate. From that complaint, I decided to create hidden web pages on my website, customized to each customer with their company logo and questionnaire. Customers just click a link from an email, type their responses into a form on the web page that appears, and hit a submit button. This approach is much simpler and more impressive. I do this with all of my customers now and advertise it in my marketing.

Summary

Customer complaints are never easy to hear. If we shift from being defensive to opportunistic, complaints can be our best friend. If we do not listen, rest assured, the financial statement will communicate the news eventually.

About the Author

Mary Sandro helps companies and professionals achieve results through effective presentations exceptional customer service and innovative hiring techniques. She is available to speak on these topics. For more information visit http://www.ProEdgeSkills.com or call 800-731-0601.

Creative Customer Service - How Far Will You Go to Wow a Customer?

2010-07-21T00:19:00.000-07:00

By Mary Sandro

A large part of customer service success is creating a seamless experience. Customer needs are anticipated; systems are in place; employees are trained. The company runs like a well-oiled machine. But what happens when the unexpected happens? Customers have an “unusual” request or they simply don’t know the rules of the system? The unexpected, I suggest, provides the opportunity to stretch the system, improve the system, or even forget the system and Wow a customer.

I arrived late at a hotel in Cambridge, MA the night before an 8 am training, dressed for the cold weather in brown boots and heavy trousers. When I got to my room I unpacked my lovely, gray suit only to discover that I had left my black heels at home. I looked down at my feet and had to admit the brown boots were not even an option.

I went to the concierge for help. It was after 10 pm. Nothing was open. All of the shops in the area opened at 9 am, no help again. I was desperate. I pressed the concierge, “There’s nothing that can be done?” Silence. I put on my best pathetic gaze and repeated, “Nothing…?”

The concierge contemplated further then asked, “What size are you?” Full of hope I blurted out my shoe size for all to hear. The concierge stepped out from behind the desk, pointed to the black heels on her feet and asked, “Will these work?” I could have kissed her. She gave me the shoes right off of her feet!

After conducting a program in Fort Smith, AR I wanted to have a nice dinner. The hotel there recommended an Italian restaurant, but neglected to mention that they take reservations only. I arrived early at the restaurant, about 5:30 pm, and requested a table for one, non-smoking.

The first question in response was, “Reservation?” I said, “No.” The second question was, “Do you have a date joining you?” I said, “Don’t rub it in.” The gentleman behind the desk was well humored and friendly and explained the reservation situation. I confessed I didn’t know and was from out of state.

He attempted to accommodate me in the schedule. The non-smoking section was full so he asked one of his servers about the smoking habits of the guests in the smoking section, “What about the Jones’?” The server said, “They smoke like chimneys. She wouldn't be comfortable there.” “What about the Smith’s?” “They’re chain smokers too.”

The gentleman disappeared for a few minutes and upon returning produced a table for one in the non-smoking section. I was reading the menu when a server seated a table of five. They started to pull out cigarettes. I gasped quietly. The server quickly reappeared and said, “I’m sorry. This is the non-smoking section. Follow me.” This happened two more times with different servers. The gentleman had rearranged the entire floor plan of the restaurant to accommodate me!

For companies with excellent systems in place, the next frontier in customer service is Wow, handling the unexpected creatively. I have observed that companies and professionals practicing creative customer service successfully have two things in common.

The first commonality is that they care. Management cares. Employees care. Everyone cares a great deal about people. They like to help people solve problems. In fact, not helping people would be like kicking a puppy. The concierge at the hotel cared about my shoe predicament and personally decided to go above and beyond. How much does your company care? How much do you care?

The second commonality is that employees have authority. Even when people care, if their hands are tied they can’t help. In addition, employees who aren’t especially “caring” might be motivated to be creative for customers simply because it feels good to exercise their authority. The gentleman managing the restaurant that night cared and had the authority to accommodate a guest who didn’t know the reservation rules. Do you have enough authority to be creative?

With all of the advances in technology, doing a good job isn’t good enough to separate from the pack. The prize will go to the one creating new frontiers. How far will you go to Wow a customer?

About the Author

How to Deal With Difficult Customers

2010-07-20T06:12:00.000-07:00

By Leo Thomas

Most people have had the misfortune of having to deal with a difficult customer. It is not a pleasant experience at the time and can be very stressful. Dealing with difficult customers is almost a rite of passage in the work world. Everyone can remember their first difficult customer. You probably panicked and wondered at the time how to deal with such a difficult individual.
It is also likely that you wondered if that type of bad experience with a customer was going to be a frequent occurrence. However, relief probably set in when the next customer, and the one after that, came along and were very nice and appreciative of the help you provided them with. With the above in mind, we can have a brief look at the best ways to deal with difficult customers when they do rear their heads.
The first rule of customer service that everyone learns in their first job is that the customer is always right. What is the principle behind that and what can you learn about how to deal with difficult customers from this statement? Obviously the customer is not always right. Sometimes their request is unreasonable or simply impossible. Sometimes they do not understand the processes involved or other aspects of your business. However, the principle is that you never present things in a way that makes a customer feel like they are wrong. This is essential when dealing with all customers, but especially difficult ones; present them with other options when their request is unavailable or is simply undoable. Another simple thing that goes a long way in dealing with difficult customers is just trying to respond to them in a positive and cheerful way. Indeed, many employees often have difficulty with certain customers and overreact or deliver news in a negative way. Sometimes you will not be able to resolve difficult customers' demands, but many will appreciate that you are trying your best to help them and are adopting the right attitude towards them.
Lastly, when dealing with some difficult customers, one fact will hold true sometimes. That is that some of them are just beyond help. Indeed, some customers are just determined that things will not work out for them. Therefore, no matter how pro-active you are, or how accommodating and positive you try to be, some people just refuse to be helped. All you can do is try your best and if that is not good enough then sometimes it might be best just to let them go.

Visit Accountants in Manchester, a firm of accountants and business advisors specialising in small business. Find out how we can help your business grow. http://accountantsinmanchester.org.uk

Article Source: http://EzineArticles.com/?expert=Leo_Thomas

2010-07-20T05:44:00.000-07:00

What is a Successful Business?

Every business wants to be successful; after all that was the basic reason for setting them up, but can your business be said to be successful if after two full years of operation you don't declare any sort of profits? Would you be said to be successful if all you do is keep servicing the same set of clientele you had when you started off four years ago? Is business success all and only about the money you make?

For starters, success in business is making your business what you want it to be. Every business owner has a reason for being in business, a set of objectives set out to be accomplished, a motive behind the establishment of the business. If your business keeps in line with these fundamentals as defined by you, you are a success in business.

Remember, also, that business success is both a journey and a destination. It is both the steady and measured progress toward those objectives you set out to accomplish and the achievement of them. You alone can decide what is or how successful your business should or would be.

So, the business that has been around for two years now and has yet to declare profits could still be said to be successful even though all we know about successful businesses is that they declare profits and expand annually. But there could still be some general yardstick.

What a Business is

A business is the activity of making, buying, selling, or supplying goods or services for money. Goods or services are made, bought , sold, or supplied for something in exchange, money. If you do any of the above in exchange for something other than money, you are not running a business.

Businesses produce all products and services. Businesses create profits and wealth. Businesses grow economies. Businesses improve the quality of life and the standard of living in societies. The lifeline of any society is its economy, which depends on businesses. Businesses are the only real creators of wealth in societies.

We are back to that word, money, again. Money is thus a very important issue in ascertaining a business' welfare. But, the business owner decides how this wealth is to be accumulated. To help them do this in the context of making a success of their business, they've got to set goals for the business.

As luck would have it, we could still, on general terms, measure the rate of success of a business. A successful business sets out to accomplish something even before if opens up shop. They set goals for themselves and work every single day they open shop towards the realization of those goals. These goals are like a step-by-step blueprint of how to lay the business' foundation, support its structure, and produce a magnificent edifice.

Goal Setting

Goal setting is the Cadillac of successful businesses. Anybody can tell how successful your business is by looking at your business plans. A business plan is the blueprint for the business. Successful businesses are those that clearly spell out their business goals and work extra hard at achieving these goals; because these goals exert a magnetic pull on them. These goals give them reason to be in business. Reasons to open up shop everyday. Reasons to provide utility, et al. These business goals are best split up into bits and accomplished in milestones. To get a 10,000 customer base, we need to first service and satisfy 10 customers, 30 customers, 80 customers, and so on.

These business goals form the core of successful businesses as stated by the Center for Creative Leadership. In the first major, national study on leadership skills of entrepreneurs, they found that business goals are more important than money, more critical than management, more essential than markets. It is the driving and sustaining force that determines the growth and very life of business ventures. Businesses without goals collapse.

The true purpose of the goals of successful businesses is to compel them to achieve them. They acquire skills, knowledge, discipline and a couple of other qualities. They gather experience as they plan and develop strategies. They develop inner strength, courage, commitment, and willpower to attract wealth.

Coupled with this goal-setting ability is the ability to manage time and concentrate on priorities. When goals are properly set, time is properly managed, priorities are well placed. Major time is spent on major product development, major marketing campaigns, major markets, etc.

Technical Depth

Business has changed more in the last 80 years than it had ever done. The fast pace of business today leaves very little or nothing on the table for mediocre thinkers. Maximum business leverage is gotten by systematizing your business and getting the right expertise.

To remain successful, businesses lease or rent expertise. They know their weaknesses and factor into their business plans provisions for getting the best hands around.

A successful business insists on proper flow of communication through its organization via the latest modes of communication. News and information of whatever nature is thus acted upon with reflex-like speed. Sales data are studies to figure out trends and patterns with a view to personalizing service for individual customers.

Digital tools are used to add value, improve efficiency of process, produce and deliver quality goods and services.Goods and services arrive the market just as zero time is spent responding to customer feed backs and issues.

A successful business is technically sound and always ensures the customer is king by making use of proper knowledge management, effective operations and cosmopolitan commerce.

Adaptability

Innovation is the name of the game as businesses clamor for their customers' patronage. The business world today is highly competitive. Competition is causing an explosion of knowledge and the expansion of technology.

Innovation requires preparation. There are sets of patterns and relationships that develop over time and allow successful businesses to see solutions to problems, and make connections between events and actions. Opportunities never go by unnoticed by them.

Entrepreneurs are innovative and use this to create new wealth-producing resources or endow existing resources with enhanced potential for creating wealth. They assess market needs by getting accurate customer feedback, tracking trends, synthesizing information, and monitoring the competition.

A successful business initiates change, builds viable systems, and manipulates that change to its advantage. This desire for change creatively destroys existing systems and brings about vibrancy in the market place, creating real value essential for societal growth.

A successful business is not a business without vision; it is not one without technical depth; it is not one that lacks innovation; a successful business is not one that gives up trying to be a business.