“In the old days,” Fortune 100 companies hired beautiful women with sexy voices, coiffure, expensive clothes (and brains). They are called “reception”. It’s his job to attend the reception and the “face” of the company. After hanging up the company name on the wall, the beautiful receptionist was the first that people saw. The receptionist had to have brain. He had to be subtle and diplomatic in handling the person in contact with the company. She was the first line of what is called “Customer Service”.

Today most of the communication is by phone and email. A receptionist is very nice but not so important. When someone contacts the company, these days, is likely to encounter the dreaded “phone tree.” This diabolical device, not invented by customers, may be an additional source of and in addition to their frustration, dismay and (often) the anger. It is not uncommon for clients to be placed on hold for over an hour.

They are calling customer service, either because they did not get what they want or have a problem. They are not real happy, and what you get? The phone tree.

Bestselling author Stephen J. Dubner Freakonomics, said: “I am absolutely in common that I hate to call customer service for any large enterprise. The chances of obtaining useful information on anything under half hours are very limited.” He seems to be the flag bearer for frustrated consumers who want to fight, “I can imagine that some people are not interested in giving their phone numbers, including a free site that provide a useful and beautiful” writes. “I can also imagine that some people may be tempted to exploit this service, getting a customer service representative on the line, and then as it does not cost anything to do, hang them in spite of all the injustices of the past . Ouch!

IS ALL ABOUT YOU!

Their customer service is guilty of causing this kind of frustration? How quickly does your company respond? How long wait to call her on hold? What I do to keep customers satisfied, happy, and above all: how to keep a customer? Klixxx in contact with some industry leaders for feedback. Gillis Mary, Queen of Marketing FlashCash said: “These days, it’s Customer Service that I could have answered a question, complaint or query. CS person can never be seen. But their ability to respond positively is putting a “face” in a company. ” According to Ms. Gillis, “The first and most important thing to do is to have dedicated customer service specialists, who are happy and professional.” Klixxx could not agree more.

WHAT IS CUSTOMER SERVICE?

Let’s define the term. Doug Howardell, ACA Group (Canada) a management consulting firm said: “Customer service is the ability of an organization to constantly and give the customer what they want and need.” If you are in the business of providing XYZ and take money from the client, but do not provide XYZ, the client, probably in contact with you … duh! They want to get what you pay for. If your company does not give the customer what they think XYZ implies, at the right time (or waiting on hold for an hour), then you’re not doing a good job of customer service.

YOU ARE A SERVICE ORGANIZATION!

To provide an intangible service. You’re not selling stainless steel widgets! If yours is a website, then you are a service company! Harmik Gharapetian of time, who was named person of the year Xbiz Business, said: “At the heart of what we do is a time of organization of services. What makes us stand apart from our competitors is our way of manage the customer experience. We have concentrated largely on our philosophy and approach to customer service … is called the half to an agent within 5-10 seconds and never have to navigate through a myriad of menus phone. Our agents are trained extensively before taking their first call. I can not really say that our customer service is the state of the art. ”

THE ART OF KEEPING CUSTOMERS AND THE COST OF YOUR TIME

Many of the professionals know that the cost of acquiring a customer is ten times the cost of maintenance. If you are good you can make a great presentation and sell the prospect … once! But the way you handle the bump in the road, how you respond to their customer call for service, whether that person remains a client or go to the competition.

Professionals will also tell you that it is easier to sell to someone who already are selling what is a new relationship. Thus, companies often do the impossible to be sure the client remains a client.

123Resourcing Call Center Customer Service Customer Service to offer a pay per call or per minute or flat fee per month. Purchase 123resourcing.com Fabian says, “When customers take the time to call and complain about the cost which means the membership is over. The program has lost a potential customer and have been chargeback. Our company has rules Instead of a client to assess the level of dissatisfaction and offer appropriate alternatives. In certain situations, to advise their clients to be able to give their customers an additional 3-6 months password. For example, if a consumer from recurring membership during 6 months, it is beneficial for all concerned to return 1 month’s membership and position in 3 months of free access. Faced with the risk of 6 months office, which is actually 6 separate charge, is a win — win situation. ”

Professionalism is being able to handle the angry calls and keep them as a customer. “This is not a part-time work at random,” said Mary Gillis. “You need education, intelligent staff. These people are often the only people who interact directly with their consumers, who are representatives of your company. If you know your stuff, your company is stupid.”

You need a game plan

A good strategy planning session is meaningless. Put in black and white just what is their policy (or policies). Who will be responsible for specific types of queries or complaints? Mary thinks, “Another important aspect is to ensure that your equipment is included in the CS major decisions. They know how to react to consumers, who know what kind of issues will come up and (that) can make a significant contribution to their projects . Therefore, educate your CS team, keeping them in the loop and keep happy so that they may be representative of the type you want to answer your questions. ”

You know who YOU’RE talking about?

Who is your customer? If you are doing business in other countries, do you have people on staff who can speak to customers in their language …? Harmik Gharapetian of time says: “Because the Internet is a global market that our staff of customer service 24-7-365 and our staff can accommodate clients in over 100 languages.” Now that customer service!

Providing excellent customer service!

What can your company do to keep customers happy? Here are some tips:

1. Answering the phone. When someone calls and hears the phone ring and ring, which sends the message that nobody is in the office. And that raises questions. Is the company out of business or incompetent? Åre that enough? Do they have the capacity to handle the client’s needs? Not respond quickly is a big mistake!

2. What promise do. There is a basic law of CS Mary Gillis appointment and who is doing what you say you will. “As we remember the real secret to good customer service and acting accordingly,” is judged by what you do, not what you say. ”

3. Listen to what they have to say, really listen. Customers hate having to repeat your complaint again and again just because the person at the other end was not really listening. Active listening, asking questions and identifying the problem is very important.

4. Handle the complaint. Finding a way to give them the satisfaction they want. It is an opportunity to be creative or to find the person in your company that can give customers what they want.

5. Be there for them. Human being. Be nice. Give them a good experience with your company even if you can not make a sale. Being the Good Samaritan, who will remember you.

6. Staff to teach philosophy. Ensure that staff at all singing the same song. Let them hear some complaint handling calls so they know their feelings and how you want the job done. That will follow suit.

7. Go “beyond”. As in # 5 when it is friendly, courteous and respectful, but above all friendly and helpful, people will remember and return.

8. Offer a small gift. As Fabian purchase 123Resourcing Customer Service Call Centers, and offer a gift. He gives 3 months free access. Think you have to remember? Damn straight.