Customer Service
Good Customer Service will Grow Your Business
Most of us have had dealings with the customer service people of this world at some point or another. Whether it's pressing 22 numbers on our push-button phones in vain search of a human voice, or being passed from one uninformed person to another. Or, being given information by a person who never draws breath - the chances are mighty high we're going to end up disappointed. Or frustrated. Or angry. Or all three.
If you want to read a definitive article on how good customer service will grow your business then click:
Good Customer Service will grow your business article.
"Promise only what you can deliver. Always deliver what you promise."
Does your organisation have an inspirational and insightful Customer Service ethos?
What we offer is Excellent Customer Service Training
Attend a one day Open Customer Service Skills Courses for people who are on the front line of customer service, whether face to face or over the phone.
Our Customer Service Training can be tailored as an in-house programme to address specific issues within your company. Read more on Customer Service Training.
In the Line of Fire
The idea of spending all day fending off angry customers doesn't sound particularly appealing. However, any firm that values its reputation needs decent complaint handling. For organisations such as local authorities, it is a statutory duty. So why do they do it, asks Phil Chamberlain? Read an article on Customer Service Complaint Handling.
Read The Guardian article by Phil Chamberlain, published Saturday 16 May 2009
The Waldorf Salad
Ever had a situation when you are reluctant to complain? Or have you complained about a service and not had much success? Watch this amusing clip of penny-pinching Fawlty with his customers demanding a rather high quality of service and culinary experience that just isn't on his menu.
Keeping your existing customers
Keeping your existing customers is far more cost effective than acquiring new ones. Acquiring new customers can cost five (5) times more that satisfying and keeping your existing customers.
All companies lose customers; the average is 10% per year.
If you can reduce the number of customers who leave to buy your product from someone else, you can save significantly on the money it costs to acquire replacement customers.
Doesn’t it make sense to invest in keeping the customers you already have?
If you need more persuading, think on this.
If you can satisfy your current clients, then you have a good customer base to sell more services to. It's nowhere near as expensive to sell more services to your existing customer base as it is to find new, first time customers.
Good customer Service is reflected in your brand image
Think of it this way. The selling process is not the end; it is not even the beginning of the end; it is more like the end of the beginning (apologies to Winston Churchill).
The process should never end. Your relationship with your customer should continue to grow until you become like an old friend to them.
Once they know you and trust you they will come back again and again, all the while recommending your company to others they know with glowing references.
If that doesn’t convince you, think about the cost of upsetting a present customer.
It used to be that a dissatisfied customer could tell all their friends, relations and colleagues what a rotten company yours was. What maybe 50 people?
Blogs, Social Networking and Shopping Review web sites
Now, with the internet, we have blogs, social networking sites; Bebo, LinkedIn, Slashdot, StumbleUpon, Digg, Facebook, myAOL, Twitter, MySpace and many more specialist sites you and I have not even heard of yet.
Have a look at these sites and see if there are user reviews on your company; The Shopping Experts Network, Epinions, Kelkoo and there are many more! Or you could Google your company's name and the words customer service and see what appears on the world wide web.
So, guess what, someone who you really upset by your bad customer service can tell all of that lot. That’s what? 500,000 people?
The 80/20 Rule
There is an interesting 80/20 marketing principle that says two things:
- 1) That you should provide outstanding customer service for the 20% of existing products that generate 80% of your profits.
2) It also says that you should go to extraordinary lengths to keep the 20% of customers who provide 80% of your profits.
Want to know more about how the 80/20 marketing principle can help your business then download this 10 minute quick PDF Guide from the Chartered Institute of Marketing (CIM):
How to Analyse Your Business Sales - 80/20 Rule
Customer Service
Ever get the feeling from your... bank, supermarket, garage, local council, hospital that they'd be much happier if they didn't actually have customers?
That you're a nuisance rather than an asset?
If you want to read a short article on our perspective of Customer Service, then read our Sound Snack on Customer Service.
Always give Excellent Customer Service – You know it makes sense.
Are you taking part in National Customer Service Week?
National Customer Service Week 2009: 5th - 11th October
National Customer Service Week is all about RECOGNITION, REWARD, INFORMING, TEAM WORK, MORALE BOOSTING and FUN! It is designed to raise awareness of customer service and the vital role it plays within an organisation. 
Organisations take part in NCSW by hosting events in their workplace. These events can be large or small, serious or fun, they can be held all through the week or just on one day…. It's up to you to decide what would best suit your organisation.
Not sure what you or your organisation could do to participate in this year's National Customer Service Week? Then go to National Customer Service Week 2008 to see what was done yesteryear.
For groups we offer Tailored and In-House Customer Service Training
Our Customer Service Training can be tailored as an in-house programme to address specific issues within your company. Read more on Customer Service Training.
For individuals we offer 1 day Customer Service Open Courses
This one day Public Customer Service Training Course is for people on the front line of customer service, whether face to face or over the phone. Attend one of our Public Customer Service Skills Courses.
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