Killer Customer Service, or Customer-Killer Service?

Customers Rock!

Unable to do that due to the aforementioned company policy (and with no other potential trips on the horizon), my friend lost his accrued points (and a future flight to Europe). Keep customers coming back so they will continue to earn points and hopefully continue to spend money with the business. The real pain in this case is the monthly emails that my friend receives from the airline. Customers are watching the actions of your company.

BYOD Improves Customer Service Workflow

Office Dynamics

Imagine being able to assist customers from the comfort of your own home, or even better, imagine being able to reach a customer service representative without having to be put on hold. These two concepts have the potential to become a reality with the latest trend in customer service, BYOD or "bring your own device." BYOD could be the one of the customer service solutions the world of communication and customer service have been waiting for.

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‘WOW’ customer service has to be reliable and consistent

Service Untitled

With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service? The customer service representative was exceptional and spent the time trying to figure out what replacement cushions would have the best result. The next morning the call to cancel the order didn’t turn out as it should have, and thus began a lesson in a customer service failure.

Employ more customer service options to provide a concierge level of excellence

Service Untitled

It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service. Customers who feel they have been treated royally will return to spend more money and even pay a premium for products or services. Behind the Scenes Customer Service Little Things, Big Differences

Service Untitled» Blog Archive » Internal customer service counts too

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Internal customer service provides our coworkers within our company information or services. Yesterday afternoon one of my colleagues needed information about a waterfront listing and the riparian grant which a prospective customer asked about, and another colleague needed someone to open a house nearby for someone else. When customers.

Empowering your employees to deliver excellent customer service

Service Untitled

Let us assume we have a great product, and we have intelligent, competent customer service representatives who want to do a great job exceeding their customer expectations. Most companies begin training customer service representatives with a training manual. The problem with instruction manuals are the lack of written policies when one size doesn’t fit all. Explain policy rationale so everyone understands.

Building a business culture to deliver the best customer service

Service Untitled

These are the organizations who have figured out how to delight their customers and even make them smile. After all isn’t the Zappos’ motto “powered by service” incredibly motivational which delivers a message of trust and reliability? Zappos has worked hard to develop their culture resulting in a high percentage of return customers; a much more lucrative business model than having to find new clients.

The Old College Try

Customers Rock!

Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. I recently had an experience with a major car rental company that left me appreciative of individual effort and frustrated at the inability of the company to meet the needs of the customer. Lesson #1 – The Company Process Doesn’t Always Benefit the Customer. The customer cares whether you get it done.

2011 152

A few lessons learned from new PayPal president David Marcus

Service Untitled

David Marcus, new president of PayPal who sent an email to Andy McMillan, creator of Build Conference in an ongoing dispute concerning a freeze on McMillan’s accounts for more than $64,000, is being called a publicity stunt. Of course, with corporate duties and other upper tier responsibilities, the waters of dealing directly with customers often are muddied, but it’s obvious executives still need to tune into what is going on for all levels of business.

2012 46

Leading and Working with a Multi-VA Team

Denise Aday

I do so because a) I like the transparency and ability for clients to see exactly what they’re paying for and b) it’s actually a service item. We juggle quite a lot for our clients and process a high volume of communication, so this is a billable service unto itself that doesn’t belong in overhead. One is the occasional “pop in” on client/team member discussions, whether in project management comments or email. Feature this in service packages.

2010 54

Educating the Virtual Assistant Marketplace

Denise Aday

As a small business owner and service provider to a number of clients however, I have set office hours M-F. If clients call or email outside these hours, they don’t expect to hear from me until the next business day. Tags: uncategorized clients customer service policies virtual assistant I had a wonderful phone conversation with a prospective client today.

2008 40

Your three-step blast-away to avoid freelancer burnout | Men With Pens

Men With Pens

They work on projects, they do their own customer service, their own customer management, their marketing and networking, their project scheduling, admin and bookkeeping. No matter how good you are at multi-tasking, you’re going to get a lot more done in a single hour of uninterrupted work than you would if you answered an email every five minutes and picked up the phone halfway through your 60-minute time frame.

2010 59

How to deal with angry online customers

Service Untitled

No matter how hard any of us try to deliver the best products and the best service, something can always go awry. If similar mistakes had been made while shopping at the local mall, it’s a pretty simple procedure just to go there and work out the details for an exchange or adjustment, but the online business can be a bit trickier, and if you’re a new online business, the effect of unresolved customer service issues could irreparably hurt your future success.

2011 47

Improving the online holiday shopping experience

Service Untitled

I want the contact information of a shopping site to be in plain view, and I look for their phone numbers and email contacts. When a site wants my personal information as in my email address, my full name, my address, and my phone number, I want to feel confident that they do not sell, rent, or trade my information to any third parties. Many of us shop at the last-minute, so customers want to be sure of time lines for delivery.

Behind the Social Media Curtains: Virtual Assistants

Denise Aday

I have some clients whose friending policy is to accept all connection requests. “Quite of few of those top social media bloggers don’t even answer their own emails, they have a virtual assistant that reviews them, sorts them, and sometimes responds on their behalf.&#. But if a client is receiving hundreds of emails daily – not an uncommon thing these days – there is good reason to have someone review, sort and prioritize them.

12 Clever Ways You Can Earn Money From Your Computer Today

Dumb Little Man

There are also companies that offer a huge range of remote translation services, but you may have to past a test first to prove your fluency. Common duties include managing calendars, replying to emails, managing social media posts, and entering data. Customer Service Representative.

2020 234

Top 5 Tips for Avoiding Employment Lawsuits

The Small Business Blog

1 week ago RT @ WinWeb Why Working Online With An Accountant Will Benefit Your Small Business - [link] 1 week ago Holmes: "It has no God-given right to succeed if it does not give customers what they want." autoresponder-marketing.simplycast.com Paul Feakins All very good tips, especially finding out what your customers. Make certain that you have strong, unconfusing policies on employment. A good recordkeeping policy is essential. E-Mail me or follow me.

2010 138

Budget 2010 – The Saviour for Small Businesses?

The Small Business Blog

1 week ago RT @ WinWeb Why Working Online With An Accountant Will Benefit Your Small Business - [link] 1 week ago Holmes: "It has no God-given right to succeed if it does not give customers what they want." autoresponder-marketing.simplycast.com Paul Feakins All very good tips, especially finding out what your customers. A lot of policies were focused was on helping small businesses with a “£2.5 Not policy. E-Mail me or follow me.

2010 116

Top 5 Tips for Writing a Staff Handbook

The Small Business Blog

1 week ago RT @ WinWeb Why Working Online With An Accountant Will Benefit Your Small Business - [link] 1 week ago Holmes: "It has no God-given right to succeed if it does not give customers what they want." autoresponder-marketing.simplycast.com Paul Feakins All very good tips, especially finding out what your customers. Include policies on issues such as discrimination & discipline so that your position is clear and in writing. E-Mail me or follow me.

2010 100

Service Untitled» Blog Archive » Create a vision for excellent.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. More than price, since companies vie for the best prices all the time, is to make truly lasting impressions in order to win customer loyalty. In an information driven society, where anyone can research brands as easily as connecting to the internet, customer service is apt to be the winning difference.

Best Advice On How To Successfully Start Your Online Business

Dumb Little Man

The idea is that your passion for that thing or service would fuel the work ethic and determination needed to sustain your business in the long term. You need to be able to analyze market trends and observe areas in which consumer demand is particularly high compared to service providers.

2021 179

Top Reasons Why You Should Find A Virtual Assistant Today For Your Business

Dumb Little Man

Plus, they can offer a range of services. Then, develop his understanding of the policies and ethics of your business. Email Management. Nowadays, having a business means providing your customers with excellent customer service. Plus, you have to think of the promotional activities and posts, engaging contents, and prompt responses to all of the queries of your potential customers.

2019 184

Service Untitled» Blog Archive » Spirit Airlines' customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Spirit Airlines’ customer satisfaction a myth Cheryl April 07, 2010 Angry Customers , Customer Service , Specific Companies 4 Comments Spirit Airlines predominantly serves the East Coast, Caribbean, Bahamas, Latin America, and a few mid-western routes from Chicago and Detroit.

How to Create the “VIP Experience” for Your Clients with a Welcome Packet

Office Organization Success

Whether you’re a coach, VA, or other service professional when you work one-on-one with your high-end clients you need to develop the “VIP experience” so that your clients feel that they are more than “just another client”. 3 Simple Steps to Creating Your Own Customized Marketing Action Plan. Personal Note: include some personal tidbits about yourself, your background, and your story, i.e. how you came to be a solo service professional.

2014 183

Managing your boss’s schedule like a mega star

Practically Perfect PA

Basically, the do / build method means that you block time for ‘doing’ tasks, such as answering emails, attending meetings or writing reports, and you block time for ‘building’ tasks such as training, brainstorming, networking or strategic thinking. They should have time each day to review emails, prepare for meetings, catch up on reading and importantly some time for them to have breathing space (for lunch or just to think things through). Email Management.

2017 182

Answering Your Phone: Is it You or Memorex?

Make or Break Moments

Posted by Deborah Chaddock Brown on August 25, 2010 under Telephone Moments | 2 Comments to Read Often our first interaction with our customer is over the phone. A+ – you answer the phone personally with a warm greeting and a smile on your face F - they have several confusing options with a menu that goes on forever, none of which pertain to every caller It is time to try on the shoes of your customer. Imagine how your customers feel?

Phones 130

10 Positive Ways How Recruit CRM Has Been Changing The Recruiting World

Recruit CRM

Today, Recruit CRM has customers in more than 60 countries in every continent across the world, and we don't even remotely recognise the value we have generated for most of these staffing agencies. This by far is the most loved by all our customers.

2021 52

Put Customers Before Profits

Make or Break Moments

Glenn Ross at All Business published a post called How to Lose Customers and Fail at Business which consists of a 20 question true/false quiz. The quiz is divided into three sections: Employees, Online Presence and Customer Interaction. But ask yourself truthfully, would you answer “false&# to some of the following: If we have customer service training, we do not show the link between customer service and reaching our business goals.

2010 109

Managing your boss’s schedule like a mega star

Practically Perfect PA

Basically, the do / build method means that you block time for ‘doing’ tasks, such as answering emails, attending meetings or writing reports, and you block time for ‘building’ tasks such as training, brainstorming, networking or strategic thinking. They should have time each day to review emails, prepare for meetings, catch up on reading and importantly some time for them to have breathing space (for lunch or just to think things through). Email Management.

2017 138

Write The Best Job Descriptions In 7 Easy Steps | Free Templates

Recruit CRM

Apart from describing the tasks, talk about the leave policy, workplace bonuses, yearly paid leaves, vacation plans, health insurance, employee stock options etc. Examine consumer behaviour and modify email and advertising campaigns accordingly.

2021 52

Three Reasons You Need to Convince Newbies They Need a Website.

Men With Pens

We want to learn more about the people we’re going to hire services from. There’s certainly no reason to assume that a business isn’t good just because it doesn’t have a website (unless the person is advertising some sort of web-related service, in which case it’s a warning flag). One friend refers you to someone who only has an email address, a generic address like annepottertherapist@mail.com. Would you search online for Anne Potter before writing her an email?

2010 57

How to Create the “VIP Experience” for Your Clients with a Welcome Packet

Office Organization Success

Whether you’re a coach, VA, or other service professional when you work one-on-one with your high-end clients you need to develop the “VIP experience” so that your clients feel that they are more than “just another client”. This goes beyond the professional, courteous, customer service that is part of your business but extends into the “experience” of your business – it’s about how you make your clients feel and the experience they get as a result of working with you.

2009 143

Eco-Friendly Business Promotion Techniques for 2013

Eco-Office Gals

But aside from reaching out to new customers through these popular online and mobile platforms, you may be interested to know that they are a virtual wellspring for promotions. If part of your promotional package includes giving discounts that reward loyal customers or encourage new business, then you can easily go green (and likely save some money in the process) by enacting a paperless policy where your coupons are concerned. Customer service.

2013 130

Consumer Reports’ naughty and nice list for holiday shoppers

Service Untitled

The input came from reporters and editors and covered shopping, travel, hospitality, and telecommunications, and identifies some good and some frowned upon shopping policies of 20 popular organizations. Their reports are not reflective of a company as a whole and were not based on specific policies. The following companies were praised: - Zappos.com for their free shipping and return policies. Their website does not offer a customer service phone number.

Book Review: Delivering Happiness By Tony Hsieh

Productivity Bits

This has been Zappos’ business model: Build a business driven by customer service based on happiness. Happiness is their total business philosophy that thrives within their office walls and extends into how they interact with their customers and co-workers. The model is simple: do whatever makes the customer happy and do it in a way that will make their customer say WOW at any cost, even that cost is on the range of millions of dollars.

2010 109

Grow Your Business With These Eight Processes Every Business Should Have

Stephanie LH Calahan

"  The activity of organizing and writing down key activities and when they need to get done is critical to your ability to grow your business and thrill your customers.   In addition, a strong financial process will ensure that you have the ability to know if you are profitable and which services/products to continue or stop.  Service or Product Line.   An employee policy manual and job descriptions are a great place to start.

2011 203

High Performers Versus Low Performers - 7 Ways to Tell the Difference

Stephanie LH Calahan

Communicates with customers in a way that positively contributes to the achievement of team, office, and organization goals 2. Adheres to policies, procedures, and regulations in a way that positively contributes to the achievement of team, office, and organization goals 6. Handbook topics include Linking Time Management To Results, Linking Customer Service To Results, and others. Click to get posts as we publish Prefer less email?

2010 122

Work on improving customer experiences

Service Untitled

The Business Impact of Customer Experience Report 2010 examines how customer experiences affect the overall success of businesses: - It affects a customer’s intent to purchase from a particular organization. - It affects the likelihood of a customer switching to a competitor. - It affects the likelihood of a customer to recommend the business or organization to a friend, coworker, or relative. Thank you for your feedback about our store and our policies.

2010 44

Self Defense for Admins

The Office Professionals Place

Soft Skills Soft skills include being able to handle customer service issues and basic, appropriate, and effective interaction with co-workers, clients and customers, and management. You must be able to communicate effectively with your colleagues, boss, and customers. Effective Business Writing Skills Who wants to read a three page email?

2009 125

What's Your Business Personality? | THE SMALL BUSINESS BLOG

The Small Business Blog

1 week ago RT @ WinWeb Why Working Online With An Accountant Will Benefit Your Small Business - [link] 1 week ago Holmes: "It has no God-given right to succeed if it does not give customers what they want." autoresponder-marketing.simplycast.com Paul Feakins All very good tips, especially finding out what your customers. Once you have developed this micro-culture within your small business employees and customers will know exactly where they stand and what to expect.

2010 138

The keys to customer retention

Service Untitled

There are two main reasons an organization is likely to lose customers; the competition has a better offer or the customer is unhappy. Even the smallest interruption on a day a customer is stressed, in a bad mood, or just in a hurry could mean the difference whether he returns as a client at a later time. Even though a company might offer the best price around town, if service is shoddy the customer is likely to leave.

2010 49

Why People Want to Pay You More: 7 Reasons Doubling Your Rates Doubles Success

The Shrink for Entrepreneurs

Have half the customers at double the price or double the customers at half the price? Higher prices increase customer focus When you charge more, your customers pay more attention. When a customer is forking over serious cash for advice, they’re going to listen carefully and act on it. Can you imagine the impact of this on the manufacturer’s guarantee policy? How do you want your customers to treat your product? The customers were furious.

2011 88

Three Tips - Preparing for Economic Recovery

Small Business CEO

Do you lack the bench strength and infrastructure to support significant customer and revenue growth? New requests get faxed then emailed to customer service which then inputs the information into the appropriate system, whether that be policy changes into policy administration, benefits questions into follow up logs or new claims into the claims system. It may also hurt existing customer relationships.

2010 59