Customer loyalty is built on customer relations. The front desk clerk, the counter clerk or even the security guards can make or break your business based on the impression they leave with customers. Whether you are in a service-oriented business, manufacturing, education or the health care field, your goal is to make that first impression lasting and gain loyalty from customers.
No matter what type of business you are in, the following are standard guidelines in handling customer relations:
1.Make the customer feel like royalty when attending to them. Pamper your customers. You must have well-oriented and well-trained customer relations personnel to assist them. Everyone in the selling area or in the place where customers are expected to move around must know their job. Keep your customer relations personnel updated on how to handle customers. This has proven to be an effective way of keep customers and get them to return. Make customers feel like they are part of the company, or a member of your corporate family. Value them.
2.Handle complaints properly. Each one of us has been customers of various establishments. We know that a customer is always right , and as companies we should stand by that principle. The basic steps in handling customer complaints are to listen, validate the complaint and act on it promptly. The key to handling customer complaint is to act quickly. It is said that one dissatisfied customer equates to hundreds of thousands of lost sales, since word of mouth travels. Protect the company from losing more because of one complaint.
The performance of the customer relations department plays an integral part in helping the company sell whatever product or service they are offering. Needless to say, customer relations should be a paramount concern, especially for your front line workers.
Source:
http://blog.allegiance.com
This tid bit comes with permission from
Chris Cottle
VP Marketing
Allegiance
Thursday, June 25, 2009
Thursday, June 18, 2009
It is Time for Exorcise! Phone Skills
This is from The “Customer Service Advantage”
A survet shows one in three customers are happy after hanging up.
It might be time to brush up on your phone skills.
Reason: Only 32% of customers had a positive experience when calling Customer Service recently, a Huffington Post survey found.
Build rapport, give the right answer:
Customers complained they either didn’t get the right answer or the person they talked to wasn’t friendly.
Both issues can be resolved with a little training.
For product or service training, ask the people who develop them to visit your area. Have the service pros make a list of questions they hear the most and ask the experts how they’d respond.
For soft skill training, ask your people to share their best rapport building statement. Compile a list and post it near everyone desk.
Source: Relationship Marketing Insights.
Post note we have funny quotes on the wall that we have made or heard, but how about adding the positive quotes we get and give to our clients. Does sales have any key lines of conversation that help build rapport and trust? How about Client services, They deal with upset people on a regular basis They could help with what works with smoothing feather after the disaster strikes!
A survet shows one in three customers are happy after hanging up.
It might be time to brush up on your phone skills.
Reason: Only 32% of customers had a positive experience when calling Customer Service recently, a Huffington Post survey found.
Build rapport, give the right answer:
Customers complained they either didn’t get the right answer or the person they talked to wasn’t friendly.
Both issues can be resolved with a little training.
For product or service training, ask the people who develop them to visit your area. Have the service pros make a list of questions they hear the most and ask the experts how they’d respond.
For soft skill training, ask your people to share their best rapport building statement. Compile a list and post it near everyone desk.
Source: Relationship Marketing Insights.
Post note we have funny quotes on the wall that we have made or heard, but how about adding the positive quotes we get and give to our clients. Does sales have any key lines of conversation that help build rapport and trust? How about Client services, They deal with upset people on a regular basis They could help with what works with smoothing feather after the disaster strikes!
Tuesday, June 9, 2009
Build a relation ship…Tips
From the “ Customer Service Advantage”
Four ways to Build relationships and loyalty in short spans of time:
In our business we are the first face of our services so we are responsible for maintaining the relationships the Client Service Managers have established.
Use your time well
Be a wizard at alternative solutions.
Use these four tips to build relationships and customer loyalty during short interactions:
Being creative often means you save customers time and/or money- they will stick around for that.
Brainstorm with co-workers in your department and outside for alternatives to situations that arise.
Listen then repeat
Customers are under pressure to cut costs, save money, do more, etc., in their lives and work.
They want/need a sounding board when they complain or explain their issue.
If you act as one and prove you heard them by repeating their story, they will take your advice and come back for more.
Deliver small acts of kindness
You don’t have to give away the store, but you can build goodwill by giving something useful from time to time. For instance we have a new feature that may help them down the road. If you briefly explain the new feature they will become interested in it and want to know more. Guide them to the customer portal for more information.
Give your best customers a voice
This is the time to make your best customers feel more even more valuable.
Ask them to post on the forum page to let others know how the system works for them and how they get the most out of the service. This feedback will be very valuable to improve customer service and help maintain a healthy relationship with the clients.
Source: “Soothing the Savaged Soul: Customer Love When Times are Tough” by Jeanne Bliss, The Customer Service Institute of America’s Customer Service Excellence, 02/09.
Four ways to Build relationships and loyalty in short spans of time:
In our business we are the first face of our services so we are responsible for maintaining the relationships the Client Service Managers have established.
Use your time well
Be a wizard at alternative solutions.
Use these four tips to build relationships and customer loyalty during short interactions:
Being creative often means you save customers time and/or money- they will stick around for that.
Brainstorm with co-workers in your department and outside for alternatives to situations that arise.
Listen then repeat
Customers are under pressure to cut costs, save money, do more, etc., in their lives and work.
They want/need a sounding board when they complain or explain their issue.
If you act as one and prove you heard them by repeating their story, they will take your advice and come back for more.
Deliver small acts of kindness
You don’t have to give away the store, but you can build goodwill by giving something useful from time to time. For instance we have a new feature that may help them down the road. If you briefly explain the new feature they will become interested in it and want to know more. Guide them to the customer portal for more information.
Give your best customers a voice
This is the time to make your best customers feel more even more valuable.
Ask them to post on the forum page to let others know how the system works for them and how they get the most out of the service. This feedback will be very valuable to improve customer service and help maintain a healthy relationship with the clients.
Source: “Soothing the Savaged Soul: Customer Love When Times are Tough” by Jeanne Bliss, The Customer Service Institute of America’s Customer Service Excellence, 02/09.
Thursday, June 4, 2009
Do not grieve, it is logical - Spock
The man that inspired my quest for enlightenment has passed away.
When asked “What was your inspiration for the Character Kwai Chang Caine?” he replied with little emotion and lots of logic. "Spock" was his answer with his half smile.
This Brief biography is from the WIKIPEDIA
Born John Arthur Carradine
December 8, 1936
Hollywood, California
Died June 3, 2009 (aged 72)
Bangkok, Thailand
Occupation actor, producer, director
Years active 1963 - 2009
Early life
Carradine was born in Hollywood, California, the son of Ardanelle Abigail (née McCool) and noted American actor John Carradine.[4] He was the brother of Bruce Carradine and half-brother of Keith and Robert Carradine, as well as the uncle of Ever Carradine and Martha Plimpton. Carradine had Irish, English, Scottish, Welsh, German, Spanish, Italian, Ukrainian and Cherokee ancestry.[5] Carradine studied drama at San Francisco State University before working as an actor on stage as well as in television and cinema. He changed his given name to David after starting his career.
Career
Carradine was known for his roles as Kwai Chang Caine in the 1970s television series Kung Fu (as well as the sequels in the 1980s and 1990s), as well as 'Big' Bill Shelly in Martin Scorsese's Boxcar Bertha (1972), folksinger Woody Guthrie in Bound for Glory (1976), Abel Rosenberg in Ingmar Bergman's The Serpent's Egg (1977), and as Bill in Quentin Tarantino's Kill Bill, Vols. 1 & 2 (2003, 2004, respectively).
Other notable roles included the lead in Shane (the 1966 television series based upon the 1949 novel of the same name) and a gunslinger in Taggart, a 1964 western film based on a novel by Louis L'Amour. He also starred in the Broadway version of the play The Royal Hunt of the Sun in 1965. More recently, he portrayed Tempus, a powerful demon with the ability to manipulate time, on the hit television series Charmed, as well as Conrad in the television series Alias. Carradine twice played a supernatural being with the power to control time: "Tempus" on Charmed and "Clockwork" on Danny Phantom.
Carradine appeared in an episode of Lizzie McGuire, and also provided his voice for the King of the Hill episode, Returning Japanese, in which he voiced the character of Hank's Japanese half-brother. He provided the voice for Lo Pei, the ancient warrior who was responsible for Shendu's petrification in the animated series Jackie Chan Adventures.
Carradine was also known for producing and starring in several exercise videos teaching the martial arts of Tai chi and Qi Gong. Carradine actually had no knowledge of martial arts prior to starring in the series Kung Fu, but developed an interest in it after this experience and became an avid practitioner.
Carradine appeared as the host of Wild West Tech on the History Channel, taking over the duties from his brother Keith. He narrated the PBS anthropology series "Faces of Culture". In 2006, he became the spokesman for Yellowbook, a publisher of independent telephone directories in the United States. He was also the TV spokesperson for Lipton[6] ("This ain't no sippin' tea"), in a memorable commercial where he paid homage not only to Kung Fu, but also to the Three Stooges.
Carradine also appeared in the music video for "Minus You" by the southern California band Chapel of Thieves, which was co-directed by the YouTube personality Boh3m3. He also worked with the Jonas Brothers in their video Burnin' Up, playing a Kung Fu Master, and planned to work with Miley Cyrus. In 2009, he played a 100 year-old Chinese gangster in Crank: High Voltage.
Carradine signing autographs in Malmö, 2005
[edit]
Personal life
Carradine was married five times and had two daughters, Calista Miranda and Kansas.[1] On December 26, 2004, he married his wife Annie,[1] at the seaside Malibu home of his friend, Michael Madsen. His attorney and his wife’s longtime friend, Vicki Roberts, performed the ceremony.
Rest in Peace Kwai Chang Caine
Friday, May 29, 2009
Borrowed Buzzwords
I was given some News letters to look over about Customer service, I found some Material that we can play with. Now I know that you readers do not usually answer me back but I have a Challange
I got these Buzzwords from http://www.buzzwhack.com/inside/mostfun.htm
and my challange is to come up with some of your own. I want you to send me yours and If they are good I will post them here.
So here goes.
1. blamestorming: A group process where participants analyze a failed project and look for scapegoats other than themselves.
2. Death by Tweakage: When a product or project fails due to unnecessary tinkering or too many last-minute revisions.
3. BMWs: Bitchers, Moaners and Whiners.
4. clockroaches: Employees who spend most of their day watching the clock - instead of doing their jobs
5. plutoed: To be unceremoniously dumped or relegated to a lower position without an adequate reason or explanation.
6. prairie dogging: A modern office phenomenon. Occurs when workers simultaneously pop their heads up out of their cubicles to see what's going on.
7. carbon-based error: Error caused by a human, not a computer (which we assume would be a silicon-based error).
8. menoporsche: Male menopause. Symptoms include a sudden lack of energy, crankiness and the overpowering urge to buy a Porsche.
9. adminisphere: The upper levels of management where big, impractical, and counterproductive decisions are made.
10. deja poo: The feeling that you've stepped in this bull before.
11. bobbleheading: The mass nod of agreement by participants in a meeting to comments made by the boss even though most have no idea what he/she just said.
12. ringtone rage: The violent response by cube mates after hearing your annoying cell phone ringtone for the 15th time.
13. muffin top: The unsightly roll of flesh that spills over the waist of a pair of too-tight
The above are taken from
http://www.buzzwhack.com/inside/mostfun.htm
I got these Buzzwords from http://www.buzzwhack.com/inside/mostfun.htm
and my challange is to come up with some of your own. I want you to send me yours and If they are good I will post them here.
So here goes.
1. blamestorming: A group process where participants analyze a failed project and look for scapegoats other than themselves.
2. Death by Tweakage: When a product or project fails due to unnecessary tinkering or too many last-minute revisions.
3. BMWs: Bitchers, Moaners and Whiners.
4. clockroaches: Employees who spend most of their day watching the clock - instead of doing their jobs
5. plutoed: To be unceremoniously dumped or relegated to a lower position without an adequate reason or explanation.
6. prairie dogging: A modern office phenomenon. Occurs when workers simultaneously pop their heads up out of their cubicles to see what's going on.
7. carbon-based error: Error caused by a human, not a computer (which we assume would be a silicon-based error).
8. menoporsche: Male menopause. Symptoms include a sudden lack of energy, crankiness and the overpowering urge to buy a Porsche.
9. adminisphere: The upper levels of management where big, impractical, and counterproductive decisions are made.
10. deja poo: The feeling that you've stepped in this bull before.
11. bobbleheading: The mass nod of agreement by participants in a meeting to comments made by the boss even though most have no idea what he/she just said.
12. ringtone rage: The violent response by cube mates after hearing your annoying cell phone ringtone for the 15th time.
13. muffin top: The unsightly roll of flesh that spills over the waist of a pair of too-tight
The above are taken from
http://www.buzzwhack.com/inside/mostfun.htm
Friday, May 22, 2009
Garage Wars.. The Saga Continues!
We last left our hero battling the insurance company with nothing more than this blog and a sharp whit.
They caved in and sent a paltry sum for the items that burnt up and let me start with the contractor selection. We found the one we wanted and with all the paper work submitted I am Pleased to announce the demolition started this morning. I can’t wait to see what else will happen. There is much planning in the works and some cash to take care of it plus I squeezed a little more out of the evil dominion of the insurance company.
I know that there will be more excitement when they take their time to pay out but waiting is becoming commonplace with us. I don’t like being a pain in the ass but having all this customer service experience is paying off handsomely, you see I can be a good customer that rolls over when the cheats say so or be as stubborn as hell when I desire. I desire a lot. I demand a lot too. When you are met with someone like myself what do you do? If you have been following the story here I hope that you have learned a thing or two about the customer experience. How we treat them is as important as how we face their issue.
If you greet them with contempt they hate you from the first words and there is no recovery from that. If they become annoyed with the process (just not moving as fast as they like) and it is within your control to stick a fire under the department that is handling the issue do it and make a star out of yourself. We do this at home, so why not at work?
Whining won’t help! We have some clients that call in , they have an issue that requires special assistance, they get upset that it cannot be resolved over the phone and will have to wait (sound familiar?) you handle the call then dispatch the issue to where they will get the assistance they need. They in turn call the person responsible for the product and tell them “I don’t think they (us) are taking my problem seriously and the are blowing me off. The fact of the matter is you are doing exactly what you are supposed to do and everything that can be done is being done…just not right now. As they demand. I worry about these people! They can make life difficult, but the are at the same time making the problem more difficult for themselves by saying to their supervisor I don’t feel important enough. When they find out the solution is a whole system wide detail and involve more than their issue and would be best served in a complete solution (not a partial one) they have just placed egg on their faces and feel the fool. Now they really hate you for doing your job. I go home each day confident that I have done all I can do to please these people, that is all I can do. They go out of their way to make it harder to do what you do, in the long run have made them selves tired by making more work causing trouble for everyone involved. My recent experience is no exception, I am tired of the fighting but in order for my family to get what was ours back in good working order and as nice as it once was. I have to fight and yell to the windmills in order to accomplish what I need done. So have I walked in these customers shoes? Do I know their frustration? Can I be of better service to them? Yes!
Tuesday, May 5, 2009
was it 5 minutes ago? or 25 years ago?
Time is a funny thing, Time passes slowly for something’s while it whizzes by in another respect.
I am looking back at what amounts to about 5 minutes ago. I said I Do 25 years ago today. My wife and I have managed to raise 2 fine children and adopted a third, we talked the other night about our lives together and came up with where did the time go. We lived in the same apartment for 16 years and don’t remember most of it and yet we remember it all. We had plenty of good things happen to us and some bad. For the most part all has been well in our home and yes, Life is good.
I met my wife while helping a friend move to his new apartment, back home in Pomona. I knew what I wanted the moment I saw her. Her big smile and brown eyes captivated me from the beginning!
When I first spoke to her I asked are you from here? She said no just here living with my sister. “Well where are you from?” I am from Salem! She exclaimed with great pride. I asked the typical question Massachusetts or Oregon? Her reply was Utah… see? NO HORNS!. I was hooked!
Let me step back a few months before I met Dianna. I was traveling back to California from Wisconsin where I had spent the coldest winter of my life. 60 degrees below zero some days and more snow than I had ever seen in my life. As the bus passed through Utah I saw a sign for the Budget Fuel Stop in a place called Payson.
I remember this because I thought to my self “I wonder what kind of girl come from Payson? I would have to return one day to see!
After meeting Dianna and being inseparable for 3 months, She came home to visit with her grandmother who was ill. She and her sister came back only to leave again. I was heart broken that she did this. So a few months passed a failed relationship had come and gone (she wasn’t my Dianna) and I called her up. I pled my case this way “ I love you, I miss you! What are you going to do about it?”
She told me she was in love with me too. When asked should she come back to California? Or Me here to Utah or can we meet in the middle? The discussion was short! I came here. When the bus got off the freeway the first stop was the Budget Fuel Stop! I guess my passing thought paid off, as I know what kind of girl comes from Payson. The best kind!.
I have gone through many changes since then, I was an Appliance repair man, A guinea pig for a drug study an Auto mechanic and shop manager and now a computer technician. A Boyfriend, a father and Husband, Grandfather. The Jobs get better and so does life.
To my surprise I have lived most of my life here (longer than anywhere else) I have grown in so many ways and learned to love (most importantly) This sounds like a lot of living for 25 years but it’s only been about 5 minutes since I said “Hello”
I am looking back at what amounts to about 5 minutes ago. I said I Do 25 years ago today. My wife and I have managed to raise 2 fine children and adopted a third, we talked the other night about our lives together and came up with where did the time go. We lived in the same apartment for 16 years and don’t remember most of it and yet we remember it all. We had plenty of good things happen to us and some bad. For the most part all has been well in our home and yes, Life is good.
I met my wife while helping a friend move to his new apartment, back home in Pomona. I knew what I wanted the moment I saw her. Her big smile and brown eyes captivated me from the beginning!
When I first spoke to her I asked are you from here? She said no just here living with my sister. “Well where are you from?” I am from Salem! She exclaimed with great pride. I asked the typical question Massachusetts or Oregon? Her reply was Utah… see? NO HORNS!. I was hooked!
Let me step back a few months before I met Dianna. I was traveling back to California from Wisconsin where I had spent the coldest winter of my life. 60 degrees below zero some days and more snow than I had ever seen in my life. As the bus passed through Utah I saw a sign for the Budget Fuel Stop in a place called Payson.
I remember this because I thought to my self “I wonder what kind of girl come from Payson? I would have to return one day to see!
After meeting Dianna and being inseparable for 3 months, She came home to visit with her grandmother who was ill. She and her sister came back only to leave again. I was heart broken that she did this. So a few months passed a failed relationship had come and gone (she wasn’t my Dianna) and I called her up. I pled my case this way “ I love you, I miss you! What are you going to do about it?”
She told me she was in love with me too. When asked should she come back to California? Or Me here to Utah or can we meet in the middle? The discussion was short! I came here. When the bus got off the freeway the first stop was the Budget Fuel Stop! I guess my passing thought paid off, as I know what kind of girl comes from Payson. The best kind!.
I have gone through many changes since then, I was an Appliance repair man, A guinea pig for a drug study an Auto mechanic and shop manager and now a computer technician. A Boyfriend, a father and Husband, Grandfather. The Jobs get better and so does life.
To my surprise I have lived most of my life here (longer than anywhere else) I have grown in so many ways and learned to love (most importantly) This sounds like a lot of living for 25 years but it’s only been about 5 minutes since I said “Hello”
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