How the Customer’s Experience can Impact Business Results

Alot of people wonder how the Customer’s experience can affect their balance sheets, which is why you sometimes hear;

Forget about good customer service; people buy from those they like

Bruce Tempkin shared this infographic earlier this year (via Linkedin), which clearly shows the correlation between Customer eXperience and business results.

Continue reading How the Customer’s Experience can Impact Business Results

How the Customer's Experience can Impact Business Results

Alot of people wonder how the Customer’s experience can affect their balance sheets, which is why you sometimes hear;

Forget about good customer service; people buy from those they like

Bruce Tempkin shared this infographic earlier this year (via Linkedin), which clearly shows the correlation between Customer eXperience and business results.

Continue reading How the Customer's Experience can Impact Business Results

Great Internal Customer Service is Profitable

Internal Customer

Customers are not just people who pay for the goods & services you offer, they also include those people whom you work with every day.

An internal Customer is any member of an Organization who relies on assistance from another individual/unit to accomplish his/her job duties.
An example; a personnel who needs the assistance of the HR department to get a vacation, is an internal Customer to the HR department.

Continue reading Great Internal Customer Service is Profitable

Drawing The Line Between Doable And Outrageous Customer Requests

1-e28098how-do-you-wind-the-window-downe28099-airline-reveals-most-outrageous-requests-by-passengers
Image credit: www.aviationrepublic.com

While it is essential to go above and beyond our call of duty to provide positive and exceptional Customer experience, it important to also note that some Customer requests are not just doable.

Some customer requests can be strange and downright puzzling, if you’re unsure of whether what the Customer is asking for is legal, in-line with the company’s policy or can be done with approval from the necessary units.

Here is a breakdown of what you should know:

Continue reading Drawing The Line Between Doable And Outrageous Customer Requests

How to Handle The Very Upset Customer

angry-1431096-1600x1200

If you have a job in service industry, it is almost inevitable that you’ll encounter a disgruntled customer who is very unhappy about the product or service received. So what happens when you’re face to face with a Customer who’s a few moments away from blowing a fuse or pouring out his/her anger on you?

In my experience i have realized that a lot of Service reps, especially in the Small and Medium Enterprises are ill-trained on handling aggrieved Customers, and they end up losing business because the reps fail to properly handle the delicate situation. It is not enough to train them on how to treat Customers warmly and courteously, it’s very important that they also know how to handle an aggrieved Customer.

Continue reading How to Handle The Very Upset Customer

Why The Complaining Customer Should Be Valued

r_767-water-companies-face-complaint-backlash

Complaints are emotional in nature, people complain when they feel hurt or disappointed, but most of the time, businesses feel and see the complaining customer as a pain, and a burden, and can’t wait to get rid of them. The service rep, apologizes and empathizes and fervently prays subconsciously, for the customer to leave and stop making their day miserable.

Continue reading Why The Complaining Customer Should Be Valued

Sales Forces Announces New Customer Service Innovation

logo-company

Salesforce has announced its new Customer Service feedback features for twitter, this will further empower customers to use the real-time platform for customer service.

Continue reading Sales Forces Announces New Customer Service Innovation

Five Tips to Improve User Experience on your Website

ofcomm-series-collapsed-1533808-639x436

If you own a website then you really should read this.

Have you ever wondered – What first impression do users get when they visit my website? The answer to this question goes a long way to determine whether or not they stay, leave or come back.

This makes it quite necessary that your website users/visitors have a great experience when they visit your site. If a user finds your website complex and uninteresting, chances are they’d simply move to another site, right? Continue reading Five Tips to Improve User Experience on your Website

Ten Important Points To Note In Customer Service

  • The Customer is your Boss:

    Never forget you’re in business to render service to Customers.  The Customer pays the bills and makes our employment possible.
    neo

  • Be A Good Listener:

    Practice listening actively to your Customers, pay attention to what is being said, and how it’s being said (tone of voice, body language etc.), that way you can learn a lot from the Customer and be better positioned to offer assistance.

Continue reading Ten Important Points To Note In Customer Service