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Published 11th Feb 2009 Posted by admin |
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One of the main reasons for companies today is not due to lack of customer service. When a retail business was born, his main objective is to obtain and build a strong customer base. Many companies today are successful because of the strong customer base. The companies advertise on radio, television and newspapers all the time. Huge advertising budgets are spent. It is not advertising on television or in newspapers which are kept by the client. Is the ability of management and staff to retain customers that contribute to business success. A feeling of bad taste or left with a client at any time could leave a lasting impression. Therefore, the company must always provide excellent customer service, no matter the situation. It is always important to make a good impression with your customers. The old adage is correct: The customer is always right! The impact of customer service is particularly noticeable at the front. This is the first of a customer going to do an investigation and where the customer gets. This is the last place to go before leaving the store. It says “the first impression is often the last impression.” A study was conducted in June 2000 by Bain & Company, with over 2,000 major retail customers in three segments: apparel, foodstuffs, and consumer electronic appliances. It was shown that 10 per cent of customers prefer to buy online because they believe it would be best to get faster service and only with the interaction on the Internet … no phone conversation, no long lines at retail stores. The study cites a 20 percent increase in customer satisfaction generates a 5 percent increase in customer loyalty and a 20 percent increase in profits. Main bathroom and found that the level and quality of customer service was the highest ranked factor repeat customer purchases. “Companies that are able to maintain their loyal customers and keep them there with a superior value proposition have been a huge advantage over pure plays,” said Darrell Rigby, head of Bain & Company. “They have to focus on achieving the basic right: a superior service leads to satisfied customers, satisfied customers and references to the references are the most effective way to build a unique customer base.” The study was conducted by Bain & Company highlighted the following as a way to improve the poor customer service: * Identify the best segment of customers and understanding their needs precisely. It is important to note that not all customers are profitable. Therefore, to adapt their offer to their best customers. Make sure you understand what your best customers really need and why are not customers. * Use available technology to improve customer service and cost management: a free trade zone served as a purchase can help to improve the provision of client services, reduce long lines at the checkout, while the areas of maintenance costs low. Customers can check-out on their own without waiting for store employees to ring up sales and complete the transaction, thus reducing the overhead of the store. (www.retailindustry.) * Addressing the traditions that threaten the implementation of retail service initiative.Some have entrenched behaviors and attitudes that hinder the delivery of superior customer service. The implementation of new customer-centric ideas can be difficult to ancient beliefs are buried. Appointing a customer service champion in the table can help to infuse new ideas into the company. Linking rewards to the service may create some of the momentum of implementation. (Www.retailindustry.com) * Retail necessary training to businesses, training and re-train employees on the best methods to treat customers. It is important to note that when someone enters a store that there is potential for making money. Employees should try to see how best to help the customer. Delivering fast and friendly service Exxon Mobil is an industry leader in each of our core business and has an unparalleled range of technologies to increase productivity of their assets and employees. The company does business in nearly 200 countries and territories around the world. It has established a new definition for world-class scale and efficiency in the business of marketing of fuel. There are ways in which a retail business can improve its poor customer service. The study is continuing research on the Exxon Mobil Store # 26885. Methods were discovered in the way the company could improve its customer service. Exxon Mobil company operates retail stores in 2007 and launched its tool called the TRI MASTER III (Fast and friendly service). This tool addresses the issue of customer service from the frontline employees who face customers every day. To help put this information in the store, the company requires that all managers and district directors to undergo the same training. They, in turn, train the sales team members to be effective in providing a quality service. They were trained in all aspects of customer service. Ranging from the image of the location, the facilities clean and attractive, very well maintained standard expected of employees and quality of fresh food available on site. The tool identified 6-steps to customer satisfaction are: 1. Make customers feel welcome 2. Energy and useful 3. Customers acknowledge Online 4. Provide quick Transactions 5. Close the sale with precision 6. Thank the customer. Before installing the “TRI MASTER III” of the program, the company had another customer GUEST: G – GREET customers with a hello and offer to help. U – UNDERSTAND whether customers voice a concern or need E – EYE CONTACT andalusia listen or talk with customers S – SMILE when clients see that T-Thanks for your business customers GUEST The program was a good tool, but is not effective until the introduction of TRI MASTER III “and the training of all employees. There was also a period in place by the company so that everyone trained and ready to go. The introduction of customer service tool, “TRI MASTER III” helped improve the mystery shop results were very good and feedback from all employees. |
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Published 11th Feb 2009 Posted by admin |
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Who says it is serious? Customer service can be very silly. Take this fun quiz to test your knowledge of customer service. You can be as a selection of services, whether the correct answer to each of these ten questions, and understand why these answers are correct. 1. A customer complains: 2. Customers who complain: 3. The best reward for your customer service representatives is: 4. CRM stands for: 5. Customers who complain want. . . 6. Customer Service: 7. For a company to be considered service-oriented: 8. A Call Center is defined as: 9. Customer service is: 10. Customer Service Culture is KEY 1. D. Customers are often wrong but never stop being the customer. Good or bad that may be the respect and care. Focusing on information provided your complaint. 2. D. Complaining customers to warn you before the systemic problems that go to more customers. Their complaints are many more customers who can not pass up the opportunity to tell you about the problems, rather than allowing its competitors. 3. C. The staff deserves and thrive on recognition and appreciation. Take time to celebrate collectively and individually. Whether through cards, gifts, surprises, outings and awards in the company functions, let them know how important, valued and appreciated for you and the company. 4. E. relates to CRM systems to track and respond to each customer’s whims and preferences throughout their lives. CRM is about managing customer relationships in the long term to meet their individual needs. 5. B. Complaining customers have several needs. Implicit in their actual complaint is also the need to be heard and their unhappiness acknowledged. Solving the problem is important. Therefore, it is let them know you understand their displeasure and feel for them. One without the other is an incomplete customer complaints. Do not forget the emotional component in complaints. 6. B and C. When solving a problem for a client who really build the trust and loyalty. You have proved that they are behind their products or services, giving customers a warm and fuzzy feeling of safety and security. Furthermore, touching the pulse of the customers. Their complaints and provide valuable information on how their products are assembled, documented, sold and hold up. Listening to customers says a lot about your company’s products and services (and their competitors, too) from real life customers. That’s invaluable! 7. D. Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company that is considered strong in service. Many problems can be avoided by providing assistance directly to the customer. Why the customer service department carry the weight of service for the entire company. Not operating in the adage “never enough time to do it right but always enough time to do more.” Doing well in the source in all departments. 8. D. Make your call center is a shining example of his company’s commitment to its customers. Its center is a visible symbol of its commitment to customer success. 9. D. Customer service is a philosophy where customers are served by a company – all the time who are the customers. Care is not only to be administered as a balm for the problems. Demonstrate care from the outset and their clients come to their products and services. 10. D. Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to justice, human resources and beyond. |
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Published 11th Feb 2009 Posted by admin |
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Customer service representatives (CSR) Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. First point of customer contact for general questions, such as pricing, products, programming, etc to maintain the business relationship with customers by providing accurate service to promote customer loyalty. CSR are employed by companies to serve as a direct point of contact for customers. In the 24 / 7 world today, companies need to ensure its customers receive an adequate level of service or help with your questions and concerns. These clients can be consumers or other businesses, each with different needs. Many companies offer customer service on the route to the phone through call centers. The customer service representatives interact with customers to provide information in response to questions about products or services. Also, handle and resolve complaints and communicate with customers through a variety of means. Telephone is the most famous, but increasingly customer service is delivered by e-mail. Fax and regular mail, and even a reunion direct parallel can also be used by the CSR. Some customer service representatives handle general questions and complaints, while others particularize in a particular area. Customer Service Representative can be explained by the following points: – 1. Customer Service “Good customer service is the lifeblood of any business.” Excellent customer service is one of the few ways to achieve a sustainable competitive advantage. Customers are satisfied or dissatisfied with the level of customer service provided by CSR. Good customer service is the lifeblood of any business. You can offer promotions and reduced prices to attract as many new customers as you want, but unless you can get some customers back, your business will not be profitable for long. Customer service are increasingly changing the way customers interact with firms to create service outcomes. Good customer service can increase your rate of customer loyalty, which leads to greater profitability. 2. Customer Satisfaction “No business can exist without customers.” Customer satisfaction can be measured directly by survey and expressed as a percentage, the percentage of fully satisfied customers. Providing a good service in a pleasant and satisfying customer expectations is also known as customer satisfaction. Customer satisfaction is the fulfillment of customer requirements or needs. Consider this, only 4% of all customers complain of problems. The average customer with a problem over time tells 9 other people. In addition, three types of relationship were identified: 1. Satisfaction-as-love 2. Satisfaction and trust - 3. Satisfaction as a control Each responded to the same lack of ways. Satisfaction-as-the emotional ties with customers love the product category and, therefore, reaffirmed its allegiance after the failure. Trust-satisfaction as customers saw the lack of services and the lack of recovery as a violation of the implicit promise of the brand and therefore the emotional connection. Satisfaction, such as control of the clients took over the situation, using their position to improve their situation, and then defended the mark. 3. Customer loyalty Multiple regression analysis assessed the impact on customer loyalty of the four constructs of relationship marketing: – 1. Trust, 2. Commitment, 3. Communication 4. Conflict management. These four variables have a significant effect and predict a good proportion of the variance in customer loyalty. Loyalty of the stairs shows how the form of a conscious plan for developing their skills in customer relations a more consistent and is a benchmark in the development and promotion of customer relations for companies of all sizes. 4. Customer orientation There are seven key factors that clearly indicate an attitude of customer orientation: • Think and talk a lot about customers • continually assess their perceptions of clients • Addressing priority issues to the client • Giving in danger, adding customer value • Making amends to customers for abuse • Employ a “whatever it takes” policy to meet special needs • Redesigning processes to re-deploy resources as they are in the way of quality of service 5. Mass customization Mass customization is a way of building and selling products so that product features are broken down and offered to consumers as options. Mass customization, in marketing, manufacturing, and management is the use of flexible computer-aided manufacturing systems to produce custom output. These systems combine the low unit costs of mass production processes with the flexibility of individual customization. Thrive on mass customization increased dramatically with the advent of the Internet. Companies saw how e-commerce may allow a customer to tailor a product to their own specifications, and then for it. The vision of mass customization seemed promising manufacturers several advantages: You can offer the service, to achieve higher levels of customer satisfaction and loyalty, to gather preliminary information on market trends and reduce inventory levels. Therefore, what I learned from my research was to deliver a consistently good service quality is difficult, but profitable for service organizations. In many services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of the service company. Therefore, the service depends largely on the performance of employees. |
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Published 11th Feb 2009 Posted by admin |
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Customers of each type of business imaginable these days bemoan the state of customer service. While the global economy and the Internet have given businesses the opportunity to serve more customers than ever before, the trend has also given way to impersonal, lackluster customer service. It is unfortunate that most companies today do not realize that they are regularly losing valuable customers if they do not focus on providing an experience of exceptional customer service. In most companies, once a client is started on the customer service department, he or she is already a negative attitude. The best customer service representatives are not those that simply neutralize the problem. Customer service representatives have an exceptionally negative and turn it into a positive which ensures that the customer is not only happy but believes that he or she has had an outstanding experience – the Wow Factor – who have not achieved with any other company . The main ingredients of the Wow experience are: • Seamless Service Seamless Service means providing everything the customer needs, not only what is required to meet minimum standards. This is to ensure that they do not have to wait and wonder. Customers will appreciate a smooth, seamless process for addressing their needs. If there are several steps to take care of their concerns, keep them in the loop – update by email or a brief phone call to let them know you are working on the situation and progress is being made. By keeping abreast of what is happening, you’re letting them know that they have not forgotten them and that you understand their concerns – reassurance and communication are powerful tools for customer service. Reliable service is essential to retaining customers. Promises delivery of a customer and nothing whatever is the safest way to not only lose a client, but the kind of “word of mouth” bad press that can ruin you. Under promise and over deliver – If you promise a satisfactory solution, and then make an extra effort not only to satisfy the customer, but gain their appreciation and “Wow” them, you get word of mouth will bring new customers to you. Service means paying attention during and after the initial contact. How many times have you contacted customer service and received a script, obviously, the response of the customer service representative? Do you feel that you are not really listening, but trying to get to the end of their canned presentation? Attention should run through every customer service experience, to listen carefully to the concerns of the customer to follow up after the exchange is over to make sure that their needs have been met. Listening is not just hearing – it is understanding what is really being said. Words are only the beginning, what about the customer’s tone of voice? Your mood? Are you disappointed, angry or frustrated? Introduction to the client’s mood and responding appropriately is essential, and this means not following a script. Resources by finding solutions where none appears to have. Many companies have strong policies to be followed when a problem arises, however, sometimes a customer is not satisfied by the “company line” approach. Resources customer service representatives know that there is always a way to go beyond the procedures so that a happy customer. Resources means finding a solution when a solution is not apparent. This may mean moving up the chain of command before the customer demands to talk to his superior. Companies with excellent customer service also give their representatives some leeway so that they can arrive at creative solutions on their own. When a customer senses that go beyond the norm to help them feel valued and respected. Courtesy is a commodity that is becoming increasingly rare. It takes so little to be polite, but is becoming a lost art. Say please, when a customer asks a question, thank you for your information and take your time talking with them. Nothing makes a customer feel more devalued, of being treated like a number. Use the person’s name, instead of making requests and demands to know when to apologize. When something goes wrong for a client, they want to know that you understand their frustration and that is really being felt drawbacks. It takes nothing to say, “I’m so sorry you are not satisfied and I hope we can do something to correct this.” Pro-Active Service means not waiting for you to find a solution that simply meet. A pro-active customer service representative anticipates the needs of the customer and follows through. Do not wait for you to apply what you are willing to do – anticipate the questions and answers before we can ask. If they call and say they are not satisfied, apologize and immediately suggest some solutions. Customers want you to take the lead – acknowledge their unhappiness, offer a solution or solutions and explain to them how to proceed. Pro-Active service means taking the initiative, which will reassure your customers that you know what you are doing and will go on. If you keep these six keys in mind – a service, reliability, focus, resourcefulness, courtesy and pro-active service – you will be able to offer each customer the Customer Service Experience that inspires loyalty and wow prevents the customers returning for more. |
