Loading ...This is for those firms who are hiring Call Centers or have their own Customer Service Staffs. Make them take this short quiz to find out if they are treating your customers the way you, yourself, would like to be treated.
1. Do you really know who your customers are and whether
you are responsive to their changing needs? If you are
unsure, create a database to collect information on their purchasing
habits, likes, wants, and business practices. Be sure
to update the database on a regular basis.
2. When customers return products, are they treated the
same way as when they purchased those products?
How do you handle complaints? Use the same courtesy
and level of service when a customer is returning a product
as you did when he or she bought it. Treat complaints as a
way to improve your business and generate goodwill.
3. Are telephone calls answered promptly and returned the
same day? Do customers and clients complain that your
phone lines are constantly busy? Customers expect a
quick response. Return phone calls the same day, if possible.
And when customers call, they should never get a busy signal.
Voice mail can help you, but it should never replace a
human at the other end of the line.
4. If your product comes with a guarantee, are you honoring
that guarantee? If a customer thinks the product is
guaranteed, but finds too many loopholes that void it, you
could be perceived as dishonest. Honor all product guarantees,
even if the conditions are not fully met. Nordstrom
takes back any item, with no questions asked.
5. Does your staff really know how to serve your customers?
Make sure everyone on your staff knows exactly
what kind of service to provide. Review their performance
and reward employees for providing good customer
service.
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May 27th, 2008 at 4:33 pm
this is a nice article. i can use this with my business. thank you
May 28th, 2008 at 3:11 am
i guess we all need to check our staff now and then.. this part is very important.. loosing customers because of bad customer service means dooms day for our companies.
May 28th, 2008 at 11:59 am
CRM is required in todays information driven knowledge economy. Companies can bring more buyers through satisfied customers. If customer use your companies products and services and if he/she get instant help from the company then he can encourage some more peoples to use your products and services. One satisfied customer can bring 100 more customers so that your customer care department also became your marketing department.
May 28th, 2008 at 12:23 pm
yap! really help my bussiness safe cause not all customers are good and its help the company to maintain the high reputation
May 29th, 2008 at 8:31 pm
evalluate your all employee if one of theme is substandard kick it and find a good employee good customer service good income …..geraldine
June 2nd, 2008 at 12:14 pm
ONLY ONE THING CAN MAKE OUR BUSINESS RUN FAST … THE ONLY THING IS THE GOOD CUSTOMERS SERVICE IF YOUR BUSINESS STATUS IS POOR IT MEANS YOU YOU NEED TO PRACTICE ABOUT CUSTOMER SERVICE…AND LEARN WHAT IS THE REAL ESSENCE…..THANKS…AMRIO OF LAHUD [SUCCESSFULL ENTREPRENEUR]