I came across this fantastic Infographic and decided to share this, because it fits perfectly into our atrium. Picking up the mayor skills like Empathy, Honesty and Attentiveness but also scratch on Product knowledge, Work ethic and Self-control.
You could answer the question “What is Customer service” by saying that it is about “exceeding” the expectations of the client, not just “satisfying” them. This is not just about the product or service that you are selling; it’s about looking after the people buying them from you too…
Over the last month I took a break from writing articles. At some point, you need to stop your routine and just listen. There is so much going on around you and a lot of changes showing up on the horizon. Even the smallest reseller has now at least e-mail, phone and live-chat support. So, in my opinion it is time to build up your structure, if you want to secure a healthy communication with your customer.
Call center monitoring software provides quality monitoring that improves the life cycle performance of campaigns. Phone calls received by a call center are monitored to make sure that customers are given the appropriate and correct information for solving their problems. Monitoring tools can track calls from the time they are received by the call center agent to completion.
Have you ever thought about how much rudeness may be affecting your bottom line? What is the cost to your company when you or the people who represent you lack proper manners? Do you know how many clients are turned off by employees who would rather carry on a conversation with each other than with the person who came to purchase your service or product? Can you count the number of people who hang up and call someone else because the person who answered your phone put them on hold without asking permission? How does the client rate your professionalism when the employee who welcomes him to your office looks as if she is dressed for a day at the beach? Do your employees understand that it is more offensive then friendly to call the client by first name unless asked to do so? Are your employees treating each other with courtesy and respect? Do they honor the invisible walls of each other’s cubicles? Do they work as a team and help each other or do they act like cast members on Survivor?
Most businesses spent 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.
Continue reading “Smart strategies to grow a strong business through customer relationship”
When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions. Each word, inflection, and tone of voice is interpreted, but not always as the speaker intended. Research shows that 2/3rd of all employees feel management isn’t listening. Continue reading “Can You Hear Me Now?”