Top 4 Customer Service Skills For the Workplace
July 24, 2010 by Gail
Filed under Best Practices, Call Center Outsourcing, Customer Care
Top 4 Customer Service Skills For the Workplace
By Dave Vower
Having top notch customer service skills is the hallmark of a successful organization. Here are some of my favorite methods for improving customer service skills in your business or workplace.
1. Honesty. The most important issue thing to many customers when they deal with the people in your workplace is honesty. Can they trust you and your staff? If it’s found that the customer is unable to trust the people representing your company you’ll have all sorts of trouble dealing with them when trying to achieve any outcome.
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Want Top Customer Service? Relearn the ‘basics’
July 6, 2010 by Gail
Filed under Customer Care, Employee Coaching and Development
Want Top Customer Service? Relearn the ‘basics’
By John Borillo
We cannot ignore the basics. The basics serve as the foundation of everything, and they have brought us to where we are today. We may have become industry trailblazers earning the accolades of our peers left and right but at the end of the day, it is about knowing the very heart of what we do and excelling in it every day.
The boom of the call center industry says a lot about that excellence. Its core focus has always been managing the expectations of the customers. Any small business wanting to see real bottom-line results should be powered by customer service, whether it is set as in-house or from a customer call center.
Customer service can definitely build – or break – any enterprise. We should learn and relearn the basics of customer service, and apply them until they become a habit that never goes away.
Customer Service Skills – The 5 Key Characters
March 25, 2010 by Gail
Filed under Call Center Training, Customer Care
I cannot count the amount of times I have been asked on a customer service training course “how am I going to make a difference? I am just doing my job, management do not even notice”. Well the fact is that yes, this may be a means to an end for you until you finish writing your book or saving for a house but the truth is you are also here because you care.
I know that it can be difficult to keep upbeat and energised throughout your month, week or day but as customer service training courses will tell you, even though you do not know the customer, excellent customer service will make a difference in their lives for that day, week or month
Customer Service: 3 Typical Employee Mistakes And How To Handle Them
March 11, 2009 by Admin
Filed under Customer Care
Beth Banning & Neill Gibson
Do you want to increase profits dramatically? One of the best ways to do this is to focus your attention on your current customer satisfaction and good customer service skills. Profitable businesses don’t just rely on attracting new customers, they work at encouraging existing customers to buy again and to provide positive word-of-mouth advertising to their friends.
This can only happen when employees learn leading edge customer relationship management skills. Read on to discover the three most common customer service mistakes as well as how to handle them before they occur.
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5 Traits You Cannot Teach In Customer Service
March 11, 2009 by Admin
Filed under Customer Care
By Leonard Buchholz
There are character traits you cannot teach in Customer Service. If we could, we would because it makes the whole world a better place, not just Customer Service.
We can’t, and therefore we work with people whom we believe to most exemplify these traits.
Here are 5 you cannot teach.
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Customer Service and the Cattle Prod
March 11, 2009 by Admin
Filed under Customer Care
By Leonard Buchholz
Cattle Prod Customer Service
This is the most frustrating of all Customer Service experiences for most of us. It is a combination of poorly trained personnel and terrible responses that cause us to believe that the only way we can get Customer Service from the organization we are dealing with is to use a cattle prod. (poke, zziittt)
Take a look at this example.
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Good Client Relations Start Here
March 11, 2009 by Admin
Filed under Customer Care
By Diana Ennen
Want to have the best relationships with your clients? Try these tips!
Tip #1 – Come Again? It’s critical to establish right from the beginning how you will handle the communications with your clients. If e-mailing, what is the standard turnaround time that you respond back to emails. If phoning, what are your hours? Once a client knows when they will hear from you, then they can plan their day and work accordingly.
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Handling Complaints Without Making Things Worse
March 11, 2009 by Admin
Filed under Customer Care
The email comes, or the phone rings, and there’s an absolute flood pouring right at you. “Hey, you didn’t do what you said you would do. This didn’t work as advertised. You goofed!”
Yup, a complaint. Ahhh! A complaint?! But you poured your heart and soul into it, how could they complain?
Then you take a breath, and you read what they’re asking for, and you realize… they were right. You DID make a mistake. Things are goofed up, perhaps badly.
Time to hang up your hat and go work in a cafe?
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Tips for Curing Bad Customer Service
March 9, 2009 by Admin
Filed under Call Center Manager
By: Jill Homer
Bad customer service is everywhere these days — unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It’s no longer an exception … poor service has become the norm.
In an all-too-typical scene, a customer walks into a retail store with a question about where to find a product. The employee, who is busy and doesn’t want to be bothered, gives the customer a curt answer and continues what she is doing without even looking the customer in the eye. The customer persists, so, with obvious annoyance, the employee begrudgingly turns around and points the customer in the general direction of the product’s location. Instead of buying the product, the customer leaves the store, frustrated, vowing to never return.
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Foolproof Customer Service Strategies
March 9, 2009 by Admin
Filed under Call Center Manager
By: David Leonhardt
Ever notice how customer service varies from store to store? You walk into some stores, and before you can say “Buzz off!” a salesperson asks “May I help you?”
“No thanks.”
“May I help you?” asks another.
“No thanks.”
“May I help you?” asks a third.
When the store runs out of salespeople, you get to see the merchandise. This is called “in your face customer service”
Other stores take the opposite approach. When you can’t find the right size adapter for your new portable electronic zapper gizmo thingy, you look for help in aisle three. Nobody there. Aisle four? Still nobody. Aisle five? Nope. Aisle six? Seven? Fifty-six?
This is called “run for cover customer service”.
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