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Proactive vs. Reactive Customer Service
In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.
Don’t Set Customer Expectations You Can’t Meet
Interactivity is one of the benefits of the web, and most people assume their questions will be answered in a timely fashion—usually not more than 24 to 48 hours.
5 Steps to Customer Service Glory
Sadly, the personal touch customers want—and deserve—is often lost in the daily grind of doing business, especially in larger companies. Too often the leaders do not model the very behaviors they expect from their teams.
5 Customer Service Tips to Prepare for the Holiday Rush
Ah, Black Friday, the day after Thanksgiving, quite possibly the busiest shopping day of the year. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.”
How to Calculate the Value of Customer Relations
Customer relations are inarguably one of the most important performance drivers of your business. Unfortunately, many companies often push customer service to the sidelines because they have a hard time understanding the value of providing good customer service and the lasting impact it can have.
What Makes a Sticky Customer?
There has been some interesting research completed recently which needs to be reported. One of the key findings was that the most important factor in getting customers to return to your site or company or business was identified as “decision simplicity.”
80 Percent of Customer Service: Just Being Nice
Woody Allen once said, “80 percent of success is just showing up.” To that I would add, “80 percent of customer service is just being nice.”
What About the Customers in the Middle?
There is a general rule in the market that customers will generally only offer feedback when they either have a really bad experience or great one. If you believe that customers rarely say a word when their experience falls somewhere in the middle you are missing some valuable information.
Partial Customer Satisfaction
Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking.
How to Offer Unbeatable Customer Service on the Phone
Even with the rise of the internet over the past 20 years, a great deal of business is still done over the phone, and if you are one of the millions working in customer service, a confident, adaptable phone manner could be one of the most vital skills in your arsenal.
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