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Delighting Customers - Three Solutions to Make the Difference*
Customer service is the holy grail of most service and product
organisations. Yet there are three basics that are vital to go
further - to delight your customers...
The radio show I was listening to was debating the reasons for
rude and...
Dialogue: The Four Dialogic Principles For Successful Communication
"But you don't understand!" exclaimed the manager, "this new initiative is vital for our team. If it doesn't work we could all be out of a job!"
"Uh-huh... Really... Explain to me again how this new initiative is so different from previous...
Exceptional Customer Service Starts With Your Executive Team
According to a new survey carried out by Alliance & where ID_NUM=9270; Leicester, one in five small business owners view tax as their greatest concern. The Chancellor has announced in his last budget that companies with profits below œ10,000...
Small Business Q&A: How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This...
Why Communication Skills Don't Work In Customer Service
Every time my firm conducts communication skills training, we know someone is going to object.
“That doesn't work. Everybody's heard of active listening. You can't use that stuff anymore.”
And we have to admit, there's a lot of truth in...
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Customer Satisfaction
When people buy a product or service, what they are buying are the benefits, value and satisfaction afforded by ownership or consumption.
Customer and consumer satisfaction is based on the extent to which their expectations are satisfied through the benefit and value accruing as the result of ownership or consumption.
Part of this also concerns ever-increasing expectations: people now expect ever-greater levels of customer service; no quibble money back guarantees; prompt attention to complaints etc. For larger and more considered purchases e.g. cars, computers - people expect enduring and prompt after-sales service,
maintenance and repairs when necessary.
Once customer expectations have been raised, it's very difficult to reduce them. Customers will expect the problem to be solved, so something has to be conceded in return e.g. a reduction in price, or other form of free extras.
Expert marketers also now understand that it is much easier to keep a customer than to gain one. Yet even these days large companies (reported on media television programmes) still make the same basic mistakes with service.
Is there hope at all?
About the Author
Christopher owns a publishing company.
www.eventdomain.co.uk
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