Profit Increase

Butchering Customer Service

All businesses strive to provide excellent customer service, but there’s a fine line between service and servility. Extreme servility is called obsequiousness. Now there’s a word for you to know! Even if you don’t know what it means, you’ve experienced it, maybe in a restaurant, a clothing store, a car dealership, anywhere where employees hope that by virtue of their attention they will make sales or garner larger tips. It’s one thing to be attentive and meet customers’ needs, it’s another to be so present and “in their face” that customers think you want them to adopt you. A few …

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books

A Brief Education on Education Verification

It is generally believed by those in our trade that while employment candidates may embellish their employment tasks and positions, they will also downright lie about their education. Yes, that person interviewing with your Human Resource Manger, and other relevant executives, the one looking presentable and acting so bright and articulate, may well be inventing his education. In most cases your candidate’s claim to a higher education is not necessarily a total invention. He may have in fact actually enrolled in the university listed on the resume. He just didn’t graduate from that school, or any other school, for that …

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Profit Increase

5 Things NOT to Do With Upset Customers

A couple of months ago I had a small kitchen fire in my home. All is well now, but for a few days my family and I camped out in a hotel room and once we returned home we had no oven (it was destroyed in the fire) so we were forced to eat every meal out for several days. On the day of the fire two representatives from the insurance company told me to “hold on to your meal receipts, send them to us and we’ll cover your meals plus sales tax.” After the contractors restored my home and …

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Profit Increase

5 Simple Tips For Dealing With Nasty Customers

If you’ve been in business very long, you’ve likely heard it all! You know, the irate customer who is going to sue you over the nineteen dollar product that they claim is bogus, the one that’s going to “shut your business down” because, they conjure up in their minds, that you might have breeched your privacy policy, or the one that takes complete advantage of your money-back guaranty. My favorite has to be the one that calls and screams vulgarities into the phone for apparently no reason. It doesn’t happen often, but if you’re going to be in business, you …

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turn on

Creating a Call Center Script

At the beginning of my career, I volunteered as an overnight deejay at a college radio station. I loved playing the music and interacting with insomnia listeners, but I got a real kick out of reading the news. I would tear copy straight off the wire service printer and if I was lucky, I had a producer turn that raw news feed into informational text that I read into the microphone. The text was broken up into reasonable sentences that were designed for easy delivery over the air. When my producer didn’t show up for my shift, I did it …

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Profit Increase

Build a Strong Business with Strong Customer Relationships

Most businesses spend time attracting customers to a product or service, trying to win their trust, and then ending the whole process with a sale. That tactic seems obvious to most people. What often is neglected is the post-sale follow up with customers, particularly when it comes to online businesses. We should look at the time after a sale as an opportunity not only to improve our products but also to establish long-lasting relationships with our customers. It takes much more effort to win a new customer than to maintain a relationship with an existing customer. But maintaining current customer …

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powsoundeffect

Angry customers – what can we do with them

“You are the worst company I have bought from!” – writes the client. Oops, boss’s! What should I write back? It’s very hard to select words when some of your customers are angry and complains about your company. All is well when it ends well. And until it ends be sure not to panic; no matter how bad it looks. Your customers only want you to do your best when they complain. They can see things that you might miss and every complaint will give you insight on how to improve your business. Here are some tips on handling complaints: …

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Phone

Additional phone lines allows for greater customer-service success

With the complexity of one’s business comes the stress of an effective phone system. With multiple customer service representatives at my business, I found it hard to find a phone system that could handle the workload of the many users at one time. After researching other options, I found a website that allowed me to not only buy the complete phone system, but also the equipment to add additional lines to my current business system. After reviewing the cost factors, their company made it easy for me to decide if it was more cost-effective for me to add additional lines …

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proper-handshake

6 Tips for Keeping Your Cool When Customers Get Hot

Don’t take the bait when dealing with difficult customers. Keeping Your Cool When Customers Get Hot. 1. Be assertive – not aggressive or passive. My definition of assertion is simple: “Say what you mean, mean what you say, and don’t be mean when you say it.” Let this rule guide your conversations with all customers and you will always be confident, cool, in control AND you’ll always be professional. 2. Speak slowly. You’ll be amazed at how much more clearly you can think and how much control and confidence you experience when you consciously slow down your rate of speech. Speak …

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Working with customers

Are you Serious about Customer Service?

Is your company really serious about customer service? When it comes down to it, excellent customer service is pretty much the only way you will convert visitors to customers. You can also increase your ROI and improve online sales with excellent customer service. If you are truly serious about offering quality customer service you might consider customer service software. With customer service software you can reduce customer service costs and increase your conversion rate at the same time. All the while, you will be making your customers happier which will lead to more sales and an increase in ROI. Customer …

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