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Customer Service and Call Center Outsourcing, What's The Buzz?
The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore...
Customer Service - why some people just shouldn't own shops
I had a call last week from a friend of mine who is an advertising agent and copywriter. He gave me a referral to the owner of a franchised coffee shop who had called him seeking help with advertising and marketing. My friend said that he thought...
Do You Know Who Your Customers Really Are?
Successful marketing of a product or service rests on the effective market research. Marketing research is an answer to various questions that crop up in your mind regarding the product. Some of the questions are:
- Will the product sell?
-...
How To Gain A Customer Base From Mailing Lists?
Building up email address lists of potential and real customers is important in order to convert traffic into sales. People who are interested in the issue of a website can be informed regularily about special offers and news. A good...
How to give your customers a choice between you and the competition and have them choose you.
Instead of giving your customers or potential customers a choice between you and your competition and having them choose the other guy, have them choose you.
Michelle Dunn’s new book” Become the Squeaky Wheel,” says creating a credit policy...
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Astonish Your Customers With These Customer Service Tips
Customer service today is getting worse. Win customers over and you build your business for life. Proven by the leader in the industry -- Nordstrom's. Nordstrom's customer service keeps improving and they continue to drive others out of business because of it. Here are six ways you can thrill customers and snatch a larger market share from your competitors.
...Offer to do an extraordinary favor
Here's an example of what I mean: A customer of a moving firm wanted to ship a kitchen table and chairs set to his son in a city 300 miles away. But the moving firm had a hefty weight requirement and a high minimum fee. The firm's manager said he made regular trips to that city. So he offered--at no cost--to load the set in his station wagon and deliver it on his next trip.
...Under promise, over deliver
A well-known air freight company promises to deliver a package by 10 am the next morning--but often delivers by 9 or 9:30 am. A local printing company always finishes the job before the due date. These are companies customers can count on.
...Give them a benefit they don't know exists
If your business offers coupons for certain items, discount those items for those purchases even if customers don't have the coupons.
...Put concern above profit
Only offer customers items they can use. Don't sell them higher-priced products just to make a big sale. You'll win the loyalty of customers if
you look out for their best interest.
...Follow up after the sale
The most successful salespeople follow up regularly at scheduled times--not when they have a spare moment. Help yourself follow up by keeping a log of commitments made and when you promised to keep them.
...Comfort customers in time of need
Let's discuss this with an example. If a customer's air conditioning unit blinked out on the hottest Saturday of the year. Have a backup plan for these type of emergencies. People never forget it when you ease their comfort and will become your biggest raving fan. Return their call no matter how busy you are or have a plan on how to handle these calls. Work later than normal or have someone part-time and on-call. Talk with them on how you can ease their comfort until you can make it there. Ask if they would like to go to the mall or a movie where it is air conditioned and you will call them when you arrive. It doesn't matter if you are in the air conditioning and heating business or you're a consultant, think of ways you can ease customer's comfort. And don't forget to advertise that as well.
About the Author
Catherine Franz is a Life and Business Coach and Master
Practitioner in the Laws of Attraction. Catherine guides
others in finding the light of their own existence and walking
an attractive truth in their own lives.
http://www.abundancecenter.com
http://abundance.blogs.com
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