Feb 04, 2012
I have heard many people say to me that if you have a problem with an Organisation, don't bother with 'customer service', just go straight to the sales number, or even better, to the 'customer leaving' number and you'll get a decent response.
This of course sounds a bit dysfunctional, but the following happened to me this week.
I am leaving O2 to get a new contract with Orange, so I phoned up the relevant O2 number to get my code to transfer. I followed all the steps stating 'If you are leaving us dial '2' ' or whatever it was, only to be greeted by a very pleasant young lady with:
Jan 31, 2012
tags:
success ,
sales building ,
reputation management ,
increase sales ,
great service ,
great or poor ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer focus ,
building business
Jan 17, 2012
Your customers are!
Whether you like it or not, your customers are already talking
about you, either directly to their friends, or, and of course now much more
common, and potentially infinitely more powerful … on the Internet.
The Internet is empowering your customer unlike anything before … you can either use this fact to your
advantage, or let it happen without you. Your challenge is to make sure
whatever is being said about you is ‘great’ on an ongoing basis.
Jan 12, 2012
There's much shouting about how 'unfair' Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight. Here goes:
> It's not 'unfair' everyone has the same issues!
> If you get it right it's free worldwide advertising for a little bit of effort, what on earth is anyone moaning about?
tags:
winning ,
social media ,
service quality ,
sales building ,
reputation management ,
referrals ,
measure ,
increasing profits ,
increase sales ,
great service ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
customer focus ,
cost reduction ,
building business
Jan 12, 2012
I find it mind-bogglingly amazing how Companies get Sales so wrong: they focus on getting new customers, while letting existing customers go elsewhere ... nuts!
Why try and fill up a leaking bucket? Surely it's a better way of doing business to plug the holes first?
Please click on the attached link to see a very good article from the Institute of Customer Service, which includes some alaming facts that every leader and manager should know.
tags:
upselling ,
success ,
social media ,
sales building ,
making money ,
increasing profits ,
increase sales ,
customer service ,
customer loyalty ,
customer focus ,
building business
Jan 10, 2012
Once upon a time the Expectation of a customer was only the standard GST ( Greet, Smile and Thank You)
As the WOW factor arose companies started implementing addition to the standard GST which is basically raising the bar of the expectation level of a customer.
With worldwide competition increasing daily and companies striving for excellence it has not only improved the services but then increased an expectation of a customer.
