| |
| |
|
Customer Service Information |
|
|
|
Hit The Jackpot With Customer Complaints
Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here's why... Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on the fact that they are unhappy, but don't feel comfortable letting you know. What happens to the 49 unhappy customers who don't complain? Besides griping to 11 friends and family members, they'll just change products or places of business. Complaining Customers Are A Bonus Let's forget about the fact that complaining customers aren't always polite or fun to deal with. What's really happening when they let you know that you didn't meet their expectations? 1. They are giving you the opportunity to fix the problem and keep them as customers. 2. Let you in on problems that may have turned 49 other customers away. Encourage Complaints Yeah, I know... I dread them too, but they are tools for growing your business. How easy is it for your customers to let you know they are dissatisfied with your product or service? Make it easy by... 1. Offering a toll-free complaint hotline. 2. Make customer satisfaction surveys available. 3. Send follow up postcards after the purchase. 4. Make a place on your Website for customer complaints. The Unhappy Customer's Options An unhappy customer can do one of four things: 1. Keep silent 2. File a lawsuit or report you to an government agency 3. Give you bad word-of-mouth advertising 4. Complain to you Remember that your customers and clients know your businesses strengths and weaknesses much better than you do! They have first-hand experience to make their judgment from. When a customer takes the time to let you know what you need to improve you truly owe them a thank you! And don't forget... an unhappy customer that you turn into a happy customer becomes a loyal, life-long customer. Yeah, customer complaints pay off in the long run. Copyright 2005 Cutts Group, llc Who is Allyn Cutts, and why should you care? Allyn has spent over 24 years helping businesses like yours find new customers and increase sales to current customers. Allyn is a marketing and sales fanatic, providing measurable marketing solutions that drive huge results for small-to mid-size business clients. Allyn works personally with clients to design and deliver off-line and on-line direct marketing strategies that focus on metrics and measurable results. You can learn more about Allyn Cutts at http://www.AllynCutts.com and you can call 610.437.4106 between 10 AM and 4 PM Eastern Time Tuesdays and Thursdays.
MORE RESOURCES:
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
Accountability The Call Center world is an intense pressure-driven environment continually being shaped by pressure to ensure steady profitability and a secure competitive advantage.Accountability and a basic fundamental understanding of Performance Management serve as two of the most power tools a Call Center manager has at his/her disposal. Your Voice Print "Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life. Customer Service: Why Bears Make Bad Customers Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business run better. First Contact: The Source of Customer Loyalty With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty. 4 Easy Steps to Better Online Customer Support Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll soon find your customers running away from you and worse, telling others to stay away too. Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Customer Satisfaction and the Service Business The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. Responding to Complaints It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client .. Customer Loyalty Loyal customers are the foundation of almost every business. Going the extra mile to provide outstanding customer service is the first step to customer loyalty. Developing A Customer Complaint System Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements A consultant was assigned to the design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes the needs of the customer and integrates them with the company processes to ensure the needs are met. If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor! First of all let's look at what customer service is all about.If you go into a shop and talk to anyone who works there you expect to be treated with respect, not sold to and to have en enjoyable experience. Passing the After-Sales Test Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. The 3 Rs of Customer Service What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn't right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again!Respect the customer! Just about as plain as the nose on your face Right? Wrong!How many times have you been greeted in a less than courteous manner or worse yet- not at all!! Never lose the opportunity to make a great first impression- very rarely do you have a second chance to undo the damage done by that first encounter. What's in a Name? Different people call their Customers by different names. If they don't have Customers, they have Clients, purchasers, licensees, users, patients, members, franchisees, or buyers. Dealing with Difficult People 1. Don't get Hooked !!!When people behave towards you in a manner that makes you feel angry, frustrated or annoyed - this is known as a Hook. Automating Your Customer Support My regular readers will know that one of the things I highly recommend doing with any online business is automating as many of your day to day tasks as possible.From a personal point of view, one of the tasks that takes up a lot of my time is answering emails. Basic Levels of Consumer Integrity that Presently Permeates Society Reality is not always pretty. But here is a tad bit of it for you today. Aint We Wonderful! It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or put your children through college. How to Retain Your Customers the Dish Network Way Customer retention is vital to a business. If you cannot retain your customers you will be continually losing current customers and always on the search for new ones. What Do Your Clients REALLY Think of You? *********************************************Know Thyself - Socrates*********************************************I'd like to start this article with a test ?What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain?You guessed it! ? Mud Bogging!!!!That is how I spent my morning. My husband's new truck was too shinny, so he felt he had to get it dirty again just so he could wash it for the fourth time this week.
|
| home | site map |
| © 2006 |