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Answer Upon - Top 10 Questions About Customer Service and Business
The car was drop-dead gorgeous. It had a beautiful dark blue exterior and the interior was brown - very sporty - with a 6-speed manual transmission too boot. There was no use denying it. I was in love. I probably reduced my negotiating leverage immediately by falling in love with it; however, at that point I just wanted to see it in my driveway.The love affair was tempered, slightly, when the salesman handed me the key. It was bent like the leaning Tower of Pisa. The salesman didn’t dare try to bend the key back into place because it certainly would have broken, which would have sent me to another dealership. He promised to order two new keys, so I bought the car and left.They never sent any keys, nor did they communicate with me again. Weeks later I still had this goofy-looking key
Question 3: Since the customer must always be put first, why is it that most organisation charts put the CEO/Chairman/MD on top?
Answer: Most businesses are thinking only of their own organisation, communication and delegation when constructing an organisation ch
As some of you already know, I'm really picky about pizza. Yes, pizza. Although I've lived in Colorado most of my life, I was born in Northern New Jersey and there must be some sort of genetic code that makes me a pizza snob. Anyway, for the longest time it was a struggle to get what I would consider "real" pizza here in Colorado Springs.The past few years we've been very fortunate to now have a few really good restaurants that serve authentic, New York style pizza: Large, thin but chewy crust, lots of cheese. Mmmm. Last week I ordered a pie (that's what we call it) at my favorite place, Brooklyn Kitchen. I called in my order for pick-up and was told it would be thirty minutes. I arrive about thirty-five minutes later and my pizza is not ready. They're having a problem with their oven.Now
Answer: Yes. The customer is always right. The customer’s perception is reality.
Question 2: If the client is always right, does it mean the service provider is always wrong, even if they have been trained and well prepared for the job?’
Answer: Training and preparation is essential but it cannot prepare us for every possible situation. Things will go wrong sometimes or mistakes will be made. The service provider has to recognise this. If something goes wrong then it is important to learn from that mistake. Find out why it has happened. Speak to the customer and understand their point of view. And then change the system so that the same problem does not happen again.
There is one other alternative. Each business has to decide what type of customers it wants to deal with. It cannot possibly hope to please every type of customer. The business may decide that it cannot solve a particular customer’s problem and decide that it will risk losing that customer. Poor service businesses lose customers without ever making this choice.
Question 3: Since the customer must always be put first, why is it that most organisation charts put the CEO/Chairman/MD on top?
Answer: Most businesses are thinking only of their own organisation, communication and delegation when constructing an organisation cha
Many believe that when it comes to advertising, it’s a necessary evil.At least that’s how some businesses approach it. Some view it as simply a tool to showcase price and product while others see it as a way to counter their competitor's ads. Know what? They’re all wrong.Here’s what you should be thinking about when putting together an advertising campaign:1) Who am I trying to reach? 2) What medium will be the most effective to reach them? 3) How much is it going to cost? 4) What will my message be?Hard to believe: Some of my client’s advertising approach prior to working with them was basically, “I have this amount of money to spend so how much can I buy with it?” This was usually followed by a call to their favorite radio station, or to a televis
Answer: Training and preparation is essential but it cannot prepare us for every possible situation. Things will go wrong sometimes or mistakes will be made. The service provider has to recognise this. If something goes wrong then it is important to learn from that mistake. Find out why it has happened. Speak to the customer and understand their point of view. And then change the system so that the same problem does not happen again.
There is one other alternative. Each business has to decide what type of customers it wants to deal with. It cannot possibly hope to please every type of customer. The business may decide that it cannot solve a particular customer’s problem and decide that it will risk losing that customer. Poor service businesses lose customers without ever making this choice.
Question 3: Since the customer must always be put first, why is it that most organisation charts put the CEO/Chairman/MD on top?
Answer: Most businesses are thinking only of their own organisation, communication and delegation when constructing an organisation ch
I have been working in customer service for many years, and I have seen many people arrive for job interviews. I have become well-versed in what employers are looking for in a potential employee. I thought much of this was common sense, but either people aren’t getting the message, or many just don’t really want to be hired. I thought I would pass along some good information to help anyone along who really wants to get a job. To even get as far as the interview stage, your application/resume` needs to be as typo-free and as thoroughly completed as possible! Take the time to do this correctly. Get addresses, names of former employers and phone numbers correct. Ask for a second application in the event you make a mistake on the first, so you can turn in a mistake-free application. It's a great idea to up
There is one other alternative. Each business has to decide what type of customers it wants to deal with. It cannot possibly hope to please every type of customer. The business may decide that it cannot solve a particular customer’s problem and decide that it will risk losing that customer. Poor service businesses lose customers without ever making this choice.
Question 3: Since the customer must always be put first, why is it that most organisation charts put the CEO/Chairman/MD on top?
Answer: Most businesses are thinking only of their own organisation, communication and delegation when constructing an organisation ch
The job search process involves a lot of planning and attention to detail, so it’s no wonder that many people quickly feel overwhelmed and even a bit out of control. The best way to avoid this is to organize your job search so that you have a clear strategy outline and a structured schedule to keep you moving forward.Outline your strategyStart by creating an outline of your job search strategy. List the tactics you intend to use, and the amount of time you will devote to each tactic. A typical list might include the following:· Network with contacts· Search online job sites· Search newspaper adsSome employment experts say that less than 20% of all jobs are found through the newspaper or online, with the other 80% found through networ
Question 3: Since the customer must always be put first, why is it that most organisation charts put the CEO/Chairman/MD on top?
Answer: Most businesses are thinking only of their own organisation, communication and delegation when constructing an organisation ch
Alright. Something weird is going on here.In the past few weeks, I’ve had three different people make almost the exact same comment to me.First it happened in Salt Lake City. I was recovering from a multi-speech day, resting in my hotel room, watching Anchorman. I checked the voicemail on my cell. It was from a strange guy named Mike. His message explained that he’d read my first book and would love to chat sometime.Cool, I thought. And since I’d already seen Anchorman 73 times, I decided to return his call. A few minutes later, I dialed his number from my cell phone ID. He picked up and said hello.“Hey Mike, it’s Scott, The Nametag Guy!”“Really?” he asked, followed by a brief silence. “Oh. Hi. Wow, I…uh…really didn’t expect you to actually call me ba
Question 3: Since the customer must always be put first, why is it that most organisation charts put the CEO/Chairman/MD on top?
Answer: Most businesses are thinking only of their own organisation, communication and delegation when constructing an organisation chart. They think that everything must come from the CEO or Chairman and draw the chart accordingly.
A business that is truly customer focused will put its customers first. This means drawing the organisation chart as an inverted pyramid. Customers go at the top of the chart and underneath them are the people in the front line. The CEO is at the bottom of the chart.
When the organisation is looked at in this way it becomes clear that the role of management is to support the front line people.
Question 4: Does putting the customer first imply complete capitulation to his/her whims and desires?
Answer: Not capitulation but partnership. If it’s a good customer (one that you value) who asks you to jump then the only question is, “How high?”
Businesses need to remember that there is a cost involved of not resolving a customer’s problem. When dealing with a problem, think about the life time value of the customer before making a decision.
Question 5: Does good customer care cost money?
Answer: Poor customer care costs money. Research shows that poor customer care is
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