Putting the "Service" Back in "Customer Service"
May 17, 2008
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by: pianopl123
The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?
Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you're not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?
Offering stand-out service on the Internet isn't as hard as it is rare. Take these simple steps towards old-style service in the digital age:
Give Each Customer a Personal Response
Be Clear, But Sincere
Offer Live Customer Support
Make Sure Your Support Reps Have All the Answers
Give Each Customer a Personal Response
When a customer sits down to e-mail your company, it's because he needs help. He chooses e-mail because it's quick, but his request still warrants a satisfying and personal response!
Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.
Be Clear, But Sincere
When responding to customers' e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, "Would this answer satisfy me if I were the customer?"
Take that extra moment to give your customer the help he deserves. It might mean the difference between a satisfied customer and a credit card chargeback!
Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live customer support is still necessary. The plethora of information available online can be overwhelming to customers, especially those new to the Internet!
Single your company out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. When your customer has reached the end of his Internet rope, and just needs help, your toll free number is the answer he's looking for.
Make Sure Your Support Reps Have All The Answers
The presence of phone support will do no good if your staff doesn't know your product! Customer support reps should be warm and friendly, and willing to help with any aspect of your product.
What a good feeling it is to talk to someone who feels confident in his product. It's even better if he's knowledgeable enough to solve your problem without transferring you all around the company!
Provide Stand-Out Service; Gain Lifelong Customers
Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!
Article Source: http://www.ArticleStreet.com/
Just 'Talking'
May 17, 2008
Martin Haworth
Building relationships with your people is the most valuable action you can take.
This week, make the time to get to know your people better. Create spaces in your diary to have some conversations with them which will build rapport.
This makes a big difference if you are to build together as a team.
All business is built on relationships - even virtual ones where the only connection between a vendor and customer is virtual.
For most of us, face to face relationships are the order of the day, yet we find it hard to spend enough time getting to know the people we work with and who are so valuable to the overall performance of the business.
Here are six things you can do to start this off, to great effect:-
- Plan time in your diary to just 'hang out' with your people. Let conversations go their way, not yours - yet be relaxed about it.
- Find something that interests each and every one of your people personally, and listen hard to what they say.
- Ask more open questions (what, how, where, who, when, why etc.) about their interest - especially about what they have told you.
- Hold off talking too much yourself - especially your own agenda.
- Don't be too preoccupied with 'business only'. If you build a relationship about their interests first, the opportunity to make business discussions stick will be all the more easy.
- It's all about 'Just Talking' - remembering that the talking is not mostly done by you - but by them. And your job is to facilitate them.
Relationships are built to last this way - and from these relationships your opportunities to develop and grow comes.
Enjoy!
Copyright 2006 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com
"Used by permission of www.coaching-businesses-to-success.com"
Call Center Cafe Membership Tools
March 8, 2008
If you're thinking about joining Call Center Cafe', you're probably wondering what information and tools you'll have access to?
Although Call Center Cafe's free version offers great articles, ideas and best practices, the paid membership ($9.95 per month) offers so much more. That is why we've dedicated this page to completely walking you through the call center tools that you'll have at your finger tips.
Below you'll find detail regarding what is currently offered but I want to make sure I stress this point. We are always adding new topics, tools and functionality that will improve your value as a member.
We believe in over-delivering and we are committed to providing you exactly what you want. That is why we feel your feedback is so important to our best in class solutions.
Benefits, Resources and Tools…
First is a list of areas within the members are then we will specifically highlight some special tools.
Conversation Corner - This is our advance forums board. You will have access to other call center professionals to share ideas, get answers and to find solutions. Soon to come - New Chat area.
Weekly Grid: This is our advance Call Center VIP Newsletter that includes all the hot call center topics and updates about our industry, to include industry news.
The Manager's Booth: Leadership and Management Material; Performance Management.
The "Sup" Bar: What Every Supervisor Should Know; Team Building Topics and Tools.
The Trainers Lounge: Tips for Trainers; Adult Learning Material.
Human Resource Hideaway: Recruiting; New Hire Orientation
The Resource Library: Resources from Throughout the cafe; recommended Links
Refills: Humor; Quotes
Here is an Idea of what we can share with you to Improve Your Call Center…
Here is an example from the manager's Booth…
Take a look at just a few of the topics we feature on CallCenterCafe.com. Below you will find snip-its from several of our specialty pages and an excerpt from Leadership is a Contact Sport. We hope you enjoy this material and consider joining us in the Cafe.
Team and Individual Competition Ideas
We have found that creating healthy competition between individuals and teams creates a positive buzz to achieve top performance. When done well this type of competition encourages team members to show their creativity to meet goals and pride in their own performance. Here is an ideas for team and individual competitions.
Coaching for Improved Performance
There are times when supervisors must address problems in performance. Many managers do this in a threatening way that may cause resentment, which results in no change or in a half hearted change; or they may avoid confronting a poor performer only to find that the poor performance escalates.
From The "Supe" Bar Page
Review Writing Tips:
Are performance reviews something you dread or even avoid?
You may be avoiding using a valuable management tool.
A well-written performance review can increase productivity and reduce performance issues. By writing a delivering performance reviews, you have the opportunity to uncover resolutions to performance issues. You may develop a new understanding of your employee's perspective on the tasks at hand. You will create a relationship with your employee and communicate goals that will enhance their work.
Some managers may see writing performance reviews as one of the most difficult pieces of their job. In reality offering formal feedback by writing reviews does not have to be the chore some managers view it as.
Providing both positive and constructive feedback will validate the employee's service over the review period and create an opportunity to develop the areas that may need improvement. Simply stated review writing and delivery is an important tool for both manager and employee.
Review writing does not need to be time consuming. Having a path to follow can make it a simple clear process.
Here are some steps to follow to prepare a review. Continued in members area
Leadership: The missing Ingredient in Most Call Centers! …Or at least the toughest competency to develop.
In John C Maxwell's book titled, The Right To Lead, he defines the kind of leader others want to follow.
"The key to becoming an effective leader in not to focus on making other people follow, but on making yourself the kind of person they want to follow."
Doing this is the hard part!
How do you gauge your skill as a leader? I believe there are several ways but one great way to tell this is how your team approaches new ideas. Let me explain….
Ok, assume you present a new idea to your team and then you allow them to discuss the idea, add to it, modify it and adapt it to their work environment. I would be willing to bet that if you asked them a month from now whose idea it was, each one would say it was theirs! That is true Leadership and an excellent example of management call center style!
Become a member today for $9.95 per month. 100% satisfaction guaranteed. If for any reason, you are not completely satisfied, get a refund.
