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How to Build Customer Relationships
Copyright 2005 Jennifer McGroary
Building a lasting relationship with your customers is a vital
marketing strategy in ensuring the existence of your business.
Making your customers unhappy even once can impact their
likelihood of ever...
How To Buy Surplus Retail Products Without Getting Burned!
One of the challenges for new businesses, as well as for those who have made it past the
startup stage is consistent and reliable product supply. There are several ways a business
can purchase products: Auctions, Wholesalers, Wholesale Lots,...
HOW TO CONVERT MORE OF YOUR PROSPECTS INTO CUSTOMERS
An obvious way to increase sales is to attract more prospects to your business. But it's easier and less expensive to increase sales by converting more of the prospects you're already getting into customers.
Here are 2 proven tactics you can use...
How To Deal With Customer Disputes Without Losing Customers Or Giving Away The Store
When you are a customer, it is convenient to be dogmatic about the old "customer is always right" ideal. However, some customers take advantage of their power position, using their eternal status of "right" to take advantage of business owners and...
How to Deliver Exceptional Customer Service
HOW TO DELIVER EXCEPTIONAL CUSTOMER SERVICE
By Chas Brothers
Having been in business a number of years, I’m amazed at the number of people who don’t have the slightest idea of what customer service is. Customer service is not a way of...
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Customer Service - Not the Guru Way, but Three Simple Steps!*
You can spend a fortune on having someone come and tell you how
to deliver customer service or you can do much more, for much,
much less.
It's just that having a tub-thumping guru on hand to do some
extraordinary things (though mainly irrelevant - give them a
dollar each and tell them the 'buck stops with you' - is an
example), is more visible to stockholders, if quite pointless.
So bosses seem to be doing something special, when actually what
is needed is a simple approach.
As Robert Tannehill, an expert on customer service
training, comments on what 'gurus' do, as follows:-
"These fringy things that some motivational trainers have
companies spend money on makes my blood boil. If these people do
crazy things to give them the guru touch, they can get companies
to spend thousands. Dancing even - huh?
You see, management actions ensure that bad service to customers
is almost always - I'd give it 99% - not the fault of their
sharp end operatives.
Here's why...
1. They recruit the wrong people
So their most important business activity is screwed because
they've got unfriendly people at their most vulnerable point.
Solution
Rigorously recruit 'people' people for your customer facing
ambassadors. They have to be
comfortable developing
relationships that feel great and encourage real friendliness,
customer and employee.
2. They fail to set the right conditions
Which will enable their people to work best.
Solution
Managers must make sure that they listen carefully to the issues
getting in the way of their best people performing well - and
fix them fast. This includes training them appropriately, which
is usually mentoring on the job, by key employees who have the
time and experience of doing this role really well.
3. They want too much
By giving their customer service people loads of ancillary stuff
to do - at the same time.
Solution
Stop demanding more than one output from any of your people, who
are giving your valuable customers the very best service at all
times.
Three steps and save yourself tens or even hundreds of thousands
in consultants fees. Easy!
About the author:
© 2005-6 Martin Haworth is a Business and Management Coach. He
works worldwide, mainly by phone, with small business owners,
managers and corporate leaders. He has hundreds of hints, tips
and ideas at his website, www.coaching-businesses-to-success.com
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