Perhaps the most important terms in sales are those that have the word ‘customer’ in it – customer service, customer satisfaction and customer complaints. We try to give the best service, so we’ll get high customer satisfaction. But there are times when despite all our efforts, we still get objections from them. All salespeople, even those who sell IP addresses have their fair share of this
The customer service industry is all about pleasing customers, as the name implies. However, just because one must placate customers doesn’t mean they are always right. Sometimes there are really annoying and arrogant customers who snap and humiliate employees for really shallow reasons. Mostly I’ve seen it happen in call centers, a couple of times in counters, one was a bed and linen store, the other a
Yesterday, someone actually got my shopping bag ‘caught’ in her arm and she was dragging it outside the door, knowingly, glaring at me while I struggled with that and 3 other bags falling all over the place, as if it was my fault. I only just grabbed it back indoors, in time for the Tube doors to shut. Isolated incident you say?? Hardly. Something like this happens in the Tube all the time. And by Tube,
Here’s a case study of how NOT to handle customer complaints.
Australians consumers are crying foul against their respective telecommunications service providers, saying they would rather trust tax collectors with their money. Customers were caught off-guard by their overshot mobile phone bills, even when receptions have collapsed. This was enough to drive consumers to file complaints to the Australian Commun
You’re at the top of your game, a veteran and survivor of many business battles, take-overs, start-ups, or at the very least, you understand more about how the game is played than people who have been in business for years and don’t want the hassles of going into business for yourself. What to do but be a consultant? If your skills are the collecting and analysis or interpretation of data, you’ll
They say that customers are always right, but that’s not always true. In the real world there are some instances when they aren’t right, and you shouldn’t give them what they want. Here are some of those instances.
They haven’t examined a product well before they bought it. Some people just don’t know how to decide upon a purchase. They would just look at it and then buy it immediately
Modern technology may change how people communicate, but ultimately, it does not change why they do so. Even with all the options available at the fingertips of the average customer or customer service agent, the reasons these two separate groups of people tend to remain the same. It is because of this fact that many agents find that they don’t treat one form of communication as all that different from anothe
As the old saying goes, “You can’t win ‘em all.” When you’re in the business of customer service, unfortunately, all those “unwon” customers are the ones that get sent your way.
No doubt, every one of us has experienced at least one intractable customer, the type that makes your supervisors squirm in their seats and even the most crusty sailor blush. These are the ones that
Preferably, marketing is considered a s exercise that pays back the price of money and reaches audience at the correct time. But, businesses have to market the services for their clients with a lot effort today. Throughout a recession, it’s easy to obtain in a “wait and see pattern” of things to improve. Lowering costs and staff isn’t the solution. While it’s vital that you run a slim business, rememb
The use of social media as a platform for marketing and advertising is a relatively new idea, but one that has enough of a spark to be innovative. Social media sites have the potential to reach audiences much larger than any traditional marketing media can. They can also be very flexible tools, allowing the sites to tap into things like customer service and sales more easily than traditional media. However, it is a