Customer Service Articles

Business » Customer Service | By Steve Nicolle @ Tuesday, 24th June 2008 @ 4:29 PM

As people scuttle their plans to travel far this summer due to the high cost of transportation whether it be by car , train , or plane , these same people will spend their savings on other things close to home. They will not necessarily bank the savings but spend it on local attractions , backyard barbeques and their local eateries. I have never heard of a vacationer who did not want to spend money. It is just what they want to spend their money on that is important. Gas or food ? Let us think ... more...

Business » Customer Service | By Wendy Gillett @ Friday, 20th June 2008 @ 1:07 AM

If you are looking for ways to improve your business and make more profits there is no easier or cheaper way to do it than through customer service training. Here are four simple tools to take your business to the next level and build that customer trust. Once you have read them I will teach you how to change your employees for the better in just 10 seconds. First, always be on time. When you make a customer wait for you what you are telling them is that your time is more valuable then th... more...

Business » Customer Service | By Hani Masgidi @ Thursday, 19th June 2008 @ 1:57 AM

Encouragement is the key to performance. Reward is even greater source of encouragement when it's beyond just words. Call centers have over the years developed a performance appraisal system that's including all the components of good communication. Nowhere else does appraisals matter so much as much in call centre business, as its all about customer experience which sells and is at CSR discretion, he can make it most memorable or the worst at the same time. Technology has turn... more...

Business » Customer Service | By Hani Masgidi @ Sunday, 15th June 2008 @ 10:44 AM

Training is the key for any business success, as it prepares you to take-on the challenges with a lot more skill and belief and when its matter of creating good impression on the customer who is of other nationality, other culture and creed, the role of training gets even more pivotal. Call centre training is the most crucial part to make the experience of your caller rewarding and to get repeat on sales, otherwise, you won't get a second chance to create your first impression. The k... more...

Business » Customer Service | By Hani Masgidi @ Friday, 13th June 2008 @ 11:25 AM

The remarkable growth of call center industry has ushered to the opening of call center Training schools. Training schools may be accessed on line where all claim to be best in the field. There are two constants in the area of training; one is that training costs and it is actually consuming large portion of call center's resources; two is the accounting of the result of the training, there must be an improvement in the performance that would justify the resources spent. Training is ... more...

Business » Customer Service | By Hani Masgidi @ Friday, 13th June 2008 @ 10:36 AM

Call centre business has a reputation of being one of the industries that has high hiring and firing turnover and likewise, the mindset of the people available in industry is nurtured on the same philosophy. They are not much concerned about frequent switching like other careers where it goes against you. Finding and retaining right people for the call centre is a well known dilemma, as there are certain shortcomings which are attached with this particular business, so, all the measures can only... more...

Business » Customer Service | By Hani Masgidi @ Thursday, 12th June 2008 @ 12:36 PM

An assessment program is an essential tool that would help improve and organization. It is designed to identify the areas that need special attention. An expert or a professional in the field of assessment is employed to do the job. Call Center Assessment providers provide experts who have call center leadership background and understand fully the operation of the industry. He is expected to identify the specific areas that need attention and provide the organization with an expert solution. ... more...

Business » Customer Service | By Jordan McPelt @ Thursday, 12th June 2008 @ 1:01 AM

Courier services are a great way to save time and money for your business, especially in a busy district like DC. So what does a courier service do for you? A courier service will provide you with door to door shipping and delivery of all your packages, letters, and other important shipments that your company needs to send or receive. Courier services can be local, regional, or even international, depending on your company's needs. To be able to select the appropriate courier service for yo... more...

Business » Customer Service | By Hani Masgidi @ Wednesday, 11th June 2008 @ 2:43 PM

Technology is what makes the world go round today. It is the factor for the exponential growth of markets, industries, companies, and products. Technology is what eases the lives of people, and, ironically, it is also what causes us considerable pain. If you have ever broken a TV, a VCR, or if you have experienced not being able to figure out how to get out of a certain buggy computer program, then you may have experienced feeling helpless and at your wits' end. You may have turned t... more...

Business » Customer Service | By Wendy Gillett @ Wednesday, 11th June 2008 @ 11:54 AM

Telephone customer service training is probably the most challenging form of customer service because you do not have the luxury of body language to express yourself. You have to rely on other things than just a smile to show the customer that you are happy to be there. We all have imagined the operator on the other end of the phone doing her nails when she claims to be processing our order. Or the call-taker who is supposed to be getting a supervisor to hear your complaint, but in actual... more...

Business » Customer Service | By Hani Masgidi @ Saturday, 7th June 2008 @ 11:35 PM

It is relatively simple to measure ROI i.e. return on investment with sales team but lots of call centers see their tech support teams operating at the loss to organization. Even though support centers do not bring in straight capital, they provide service to the association that can reap proceeds in the longer term. At very least, support center provides communication channel where you will be able to learn how customers interrelate with your products and strengthen the company brand. H... more...

Business » Customer Service | By Robert Schumacher @ Monday, 2nd June 2008 @ 9:08 AM

Crappy customer service is everywhere: unmanned checkout counters, personnel wandering about, employees chatting or text messaging on their cell phones . . . as a partial list. Poor service has become the norm rather than the exception. Business owners and managers take note! Here are some troubling facts regarding poor customer service: 1. A typical business will only hear from 4% of dissatisfied customers. 96% quietly just go away . . . oftentimes, forever! 2. ... more...

Business » Customer Service | By Rosanne Dausilio @ Wednesday, 28th May 2008 @ 10:18 PM

Do you have customer satisfaction surveys in place? If you don't, we highly recommend that you do. In a recent report from BenchmarkPortal, the top 3 post-call survey methods were: 1) Live telephone interviews 33.7% 2) Post-call IVR surveys 23.8% 3) Email surveys 15.8% The significant findings as a result of this report include: 26.1% do post call surveys up from 19.6% in 2006 17.4% do not conduct any po... more...

Business » Customer Service | By Rosanne Dausilio @ Saturday, 24th May 2008 @ 2:54 PM

We,the people, make the difference. I've been speaking and writing about how important creating relationship is with your customers--current, potential, or future. The 2008 CSO Insight's Sales Performance Optimization Survey (14th edition) found the #1 reason companies win deals is because of their relationships with prospects. And conversely, a major reason they lose deals is because of the competition's relationship with the prospect. As I've often said, wha... more...

Business » Customer Service | By Jonathan Hook @ Wednesday, 21st May 2008 @ 3:00 PM

Everything these days cost money, there is no way around it. So the best way to build a relationship with people, to get people informed of your product or informed of your service is to simply give stuff away for free. Every body loves free items, would you hate it if you got a free gift from a company? The answer to your own question is no, no you will not hate it. Usually by getting a free gift from a company, you will be a fan of the company. So you will be more informed about what t... more...

Business » Customer Service | By Robert Schumacher @ Saturday, 17th May 2008 @ 3:43 PM

Whether you own a mature business or are just starting up, brainstorming sessions need to be a regular happening in your business model. Not too many years ago, brainstorming was only being done in advertising agencies in major cities. Not any longer. Brainstorming has become a must for ALL businesses. Customer attitudes are changing before our very eyes. The Internet has seen to that. Whether small business owners and business professionals like it or not, agree with it o... more...

Business » Customer Service | By Michael Laleye @ Sunday, 20th April 2008 @ 5:08 PM

Retention is tough enough with your employees, but it can be even tougher with your customers. Luring them in the door with special offers and ridiculously low prices might bring them in the first time, but continuing that trend can take a chunk out of your bottom line profits. You will need to have a means of convincing your customers that your business is worth returning to and any good experience they had will have to be repeated. The catch phrase in the business world is say what you ... more...

Business » Customer Service | By Obinna Heche @ Thursday, 17th April 2008 @ 4:17 PM

Retention is tough enough with your employees, but it can be even tougher with your customers. Luring them in the door with special offers and ridiculously low prices might bring them in the first time, but continuing that trend can take a chunk out of your bottom line profits. You will need to have a means of convincing your customers that your business is worth returning to and any good experience they had will have to be repeated. The catch phrase in the business world is say what you ... more...

Business » Customer Service | By Rosanne Dausilio, Ph.D. @ Friday, 11th April 2008 @ 2:01 PM

Customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment--this is a given. We also know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (even more than twice or three times) to resolve their issues! This not only frustrates your CSRs and yourselves, but your customers as well. Repeat calls ar... more...

Business » Customer Service | By Bob Janet @ Monday, 7th April 2008 @ 5:34 PM

Do you have Renowned Customer Service? Do your customers leave your store / take delivery of your products and think, "Wow, it is so nice to buy from this business!!" Is your business well known / famous for your customer service? Do your customers tell others about you? If not, you do not have renowned customer service. Face it. Your customers can buy the products and service you sell from a lot of different competitors. The only thing you really have... more...