These days companies are asking for your feedback all over the place. You can hardly get out of the restaurant without filling out a customer feedback card. You can’t leave the supermarket or other retail store without being given an attachment to the sales receipt that includes a survey. You’re told that if you fill out the survey online you’ll be given a coupon for your next purchase at the store. You may have wondered about this as you threw […]

Going above and beyond is often what it takes to improve customer satisfaction. Doing enough is okay, but exceptional service calls for exceptional measures. A great example of the need to improve customer satisfaction comes from my travels. I was staying at a boutique hotel in London and brought a stack of books to the concierge. I asked the young man, “How much it will cost to ship these books back to my home in Singapore?” He promised to have […]

The most important role in the call center business is that of the customers. Customers are the blood of the call center industry. Without customers, more specifically happy customers, call centers will go out of business. Take a center that is providing an ultra cheap service with horrible customer support, customer service always catches up and those businesses will eventually close their doors if they are not putting the customers first. To ensure customer retention, a client’s needs are first […]

Without customers, you have no business. The only way to keep your current customers and to create new opportunities is to assure your customers are happy. A smart way to provide excellent customer satisfaction is to hire a phone answering service. This provides your customers with a way to reach you all hours of the day. In a call center, the operators understand the importance of every call. One mistake on a telephone call can make your business suffer. Answering […]

The number one priority of a business is to create and retain customers. Without customers you don’t have a business, and by maximazing your customers you can drastically increase profits. Therefore, customers are everything, and a good portion of your day should be spent creating and managing customer relationships. A customer relationship starts as a sales lead. Maybe they saw your ad in the local paper and picked up the phone, or sent a message through your website or found […]

The extra mile doesn’t have to cost an extra dollar for your customer or your company. But going the extra mile can create priceless memories for your customers, goodwill for your company and a fountain of good feelings for you. When you improve customer experience everyone wins. At the historic Raffles Hotel in Singapore, each staff member works to delight patrons with many “memorable experiences.” That phrase is a key element of the mission statement. (It was my privilege to […]

Customer Service While sales are often considered to be the lifeblood of any business, good customer service is like the oxygen that gives the blood its power. It is true to say that you can bring in plenty of new clients but unless those customers a truly satisfied with your service, your business is not likely to be a profitable concern. Providing first class customer service can be a challenge especially for the small and medium sized companies. Most often, […]

When I assess a department or call center, I ask the employees to take a short personality test which focuses on the concept of team. You are either a coach, a cheerleader, team player or score keeper. It has been my experience that most great customer service departments have a lot of team player, people pleasing personalities. This personality likes to make people happy and we like happy customers. These Departments by nature are people pleasers, too. A general manager […]

Little did you know, here comes a customer that wants you to jump through their hoops. They are cantankerous. You ask them to lower their voice and that whatever the problem is, you are sure you can both come to a resolution Well, here is the firing line and you need to be ready, willing, and able to flip your internal armour switch on immediately! I came up with this mantra as a guide for you to balance your thinking […]