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Add You - Silly Service Has Its Serious Side: Test Your Customer Service Knowledge!
Prove It! - Give Your Marketing and Advertising More Credibility
Your marketing and advertising won't be effective if your potential customers don't believe the claims you make. So how can you prove your that you can do what you say you can?Tone it down. Even if it is possible, your claim that dieters can lose 50 pounds in a month probably won't be believed. Make it more realistic and representative of typical results.Get customer testimonials. Let them see that others have had great results. Testimonials should be specific and include the customer's real name for the most credibility.Get endorsements from experts. Respected authorities who say that your product or service is good make you look good.Positive media coverage will make you a star. Media coverage provides an implied endorsement
d their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.Your marketing and advertising won't be effective if your potential customers don't believe the claims you make. So how can you prove your that you can do what you say you can?Tone it down. Even if it is possible, your claim that dieters can lose 50 pounds in a month probably won't be believed. Make it more realistic and representative of typical results.Get customer testimonials. Let them see that others have had great results. Testimonials should be specific and include the customer's real name for the most credibility.Get endorsements from experts. Respected authorities who say that your product or service is good make you look good.Positive media coverage will make you a star. Media coverage provides an implied endorsement
6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!
7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in servi
When Should You Fire a Cleaning Customer?
Years ago the phrase was coined, "The customer is always right." But this is not always a true statement, and keeping extremely demanding or troublesome customers may be biting into your profits. When you first started your cleaning business you were no doubt eager to get any paying customer you could get to sign on. But do you have customers whose phone calls you don't want to answer? Or are there cleaning clients on your list that are low profit, yet demanding and take up a lot of your time? Trimming these customers off your list will allow you to spend more time on building up relationships with higher profit margin accounts.Just running a business is tough and stressful. If you have cleaning customers who are never happy, are always complaining
Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are correct. Years ago the phrase was coined, "The customer is always right." But this is not always a true statement, and keeping extremely demanding or troublesome customers may be biting into your profits. When you first started your cleaning business you were no doubt eager to get any paying customer you could get to sign on. But do you have customers whose phone calls you don't want to answer? Or are there cleaning clients on your list that are low profit, yet demanding and take up a lot of your time? Trimming these customers off your list will allow you to spend more time on building up relationships with higher profit margin accounts.Just running a business is tough and stressful. If you have cleaning customers who are never happy, are always complaining
1. A complaining customer is:
A. Always right
B. Almost right
C. Often lying
D. Always the customer
2. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your business or organization
3. The best reward for your customer service representatives is:
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments cause
B. Build customer loyalty
C. Are leaders in understanding customer behavior patterns and market research
7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments
8. A Call Center is defined as:
A. The midpoint in duration of a telephone call
B. A revenue sink hole
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company
KEY
1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.
5. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.
6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!
7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in servic
MySpace Layouts, Backgrounds, Music Codes and More
Myspace was orignally just a place for teens to upgrade their instant messaging between friends. Then when it took on a whole new dimension of individuals searching the Myspace scene for music sharing, dating, and displaying individual talents, it skyrocketed into the far reaches of our universe of cyberspace.Myspace is so much to so many that it has catapulted itself with the help of millions of individuals to THE HOTTEST SITE ONLINE!Learn more:wealthsmith.com/myspace-is-my-space.htmMyspace allows each myspace member to fully customize their site in every imaginable way. You can place myspace ads, myspace links, myspace music, myspace codes, and myspace photos of all your favorite people and things that make you who yo
Communicating Random MeaningMyspace was orignally just a place for teens to upgrade their instant messaging between friends. Then when it took on a whole new dimension of individuals searching the Myspace scene for music sharing, dating, and displaying individual talents, it skyrocketed into the far reaches of our universe of cyberspace.Myspace is so much to so many that it has catapulted itself with the help of millions of individuals to THE HOTTEST SITE ONLINE!Learn more:wealthsmith.com/myspace-is-my-space.htmMyspace allows each myspace member to fully customize their site in every imaginable way. You can place myspace ads, myspace links, myspace music, myspace codes, and myspace photos of all your favorite people and things that make you who yo
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments cause
B. Build customer loyalty
C. Are leaders in understanding customer behavior patterns and market research
7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments
8. A Call Center is defined as:
A. The midpoint in duration of a telephone call
B. A revenue sink hole
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company
KEY
1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.
5. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.
6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!
7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in servi
Organizational CPR Increases Cash Generation, Productivity and Retention
CPR is defined as an emergency procedure that is performed when breathing or heartbeat has stopped. When problems occur in the functions that are the lifeblood of their organizations, emergency procedures have to be performed.Cash generation, Productivity and Retention™ are as vital to the health of organizations as breathing and heartbeat is to the human body. Maximizing the function of each of these components will result in robust organizational health.In subsequent issues of this newsletter, we will explore ways to maximize the performance of each of these components in your organization. First, let’s look at how each of these components need to work together to produce maximum health of your organization.Cash generationInc
A revenue sink hole CPR is defined as an emergency procedure that is performed when breathing or heartbeat has stopped. When problems occur in the functions that are the lifeblood of their organizations, emergency procedures have to be performed.Cash generation, Productivity and Retention™ are as vital to the health of organizations as breathing and heartbeat is to the human body. Maximizing the function of each of these components will result in robust organizational health.In subsequent issues of this newsletter, we will explore ways to maximize the performance of each of these components in your organization. First, let’s look at how each of these components need to work together to produce maximum health of your organization.Cash generationInc
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company
KEY
1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.
5. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.
6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!
7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in servi
Selling Yourself to a Prospective Employer
The job market environment for desirable positions can be very competitive. Make it a goal to positively impact all prospective employers you come in contact with. Take the initiative and promote the essential items in your work history and personal activities that make you stand out in the minds of a hiring decision maker.Most of us are not natural salespeople. But, many of the top positions in all fields of work are won by candidates that are able to sell their strengths and abilities to prospective employers even though they may not be the absolute best applicant for the position. From the employer's point of view, filing a position is about creating a good "fit" for the organization with a new employee. Here ar
or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.The job market environment for desirable positions can be very competitive. Make it a goal to positively impact all prospective employers you come in contact with. Take the initiative and promote the essential items in your work history and personal activities that make you stand out in the minds of a hiring decision maker.Most of us are not natural salespeople. But, many of the top positions in all fields of work are won by candidates that are able to sell their strengths and abilities to prospective employers even though they may not be the absolute best applicant for the position. From the employer's point of view, filing a position is about creating a good "fit" for the organization with a new employee. Here ar
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.
5. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.
6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!
7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in servi
Maximizing Your Advertising Budget
Trying to communicate your company’s message can be quite difficult if you’re working with a limited advertising budget. One of the biggest problems with having a small budget is that reaching your audience becomes more challenging since you may have fewer opportunities to put your message out. In order to effectively get your message out you need to make creative choices when deciding which types of media to use.Buying ad space for TV, radio and magazines can add up quickly giving you a hefty bill to foot each month. To avoid high monthly costs for ad space consider using any space that your company may already own. For instance, if your company is already using vehicles for its everyday business, think about taking advantage of that space for adv
d their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.Trying to communicate your company’s message can be quite difficult if you’re working with a limited advertising budget. One of the biggest problems with having a small budget is that reaching your audience becomes more challenging since you may have fewer opportunities to put your message out. In order to effectively get your message out you need to make creative choices when deciding which types of media to use.Buying ad space for TV, radio and magazines can add up quickly giving you a hefty bill to foot each month. To avoid high monthly costs for ad space consider using any space that your company may already own. For instance, if your company is already using vehicles for its everyday business, think about taking advantage of that space for adv
6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!
7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company. Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.
8. D. Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success.
9. D. Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services.
10. D. Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to legal, human resources and beyond.
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