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When dealing with customer service complaints, be flexible -- and be the customer's friend. When customers have a gripe: Acknowledge the problem. Too often, company reps stonewall or finger-point when they hear complaints, the authors say. At best, these firms miss an opportunity to support customers. At worst, they suggest the customer isn't trustworthy. |
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Wednesday, 29 August 2007 |
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It's always a quandary: How do you get conversations with prospects on the right track? The first thing, of course, is to establish an initial rapport. Thank the prospect for the appointment and employ a bonding statement. Then start a prospect's first sales call with this question: "Just out of curiosity, why did you agree to this appointment? Why are you taking the time to see me?" |
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Monday, 27 August 2007 |
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Walt Disney World Resorts, Midwest Airlines and Enterprise Rent-a-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively. |
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Wednesday, 22 August 2007 |
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Megan Funk had been on the phone for 30 minutes and had already untangled one billing knot, listened to a woman insist that she had returned a Pilates DVD when it was clear she had lost it and received one request to replace a cracked copy of “Hotel Rwanda” and another to replace a disappointing husband. |
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Monday, 20 August 2007 |
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Today’s world is filled with savvy consumers. They know how to find the best deals. They’re up on all the latest trends. If there’s a hot new product on the market, they don’t want to miss it. (Remember, those iPhone lines!). Their remarkable blend of exuberance and skepticism leaves many business owners wondering, How can I keep my customers’ attention no matter what product or service my competitor is putting on the market? |
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Monday, 20 August 2007 |
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Studies show that online shoppers conduct more than half a dozen searches before making a purchase. That means a shopper may visit your site once, twice, or even six times using various search terms before deciding what (and where) they want to buy. If you're the type of web site that sells a product stocked on dozens or even thousands of other sites, how can you compete? Well, price is a factor, but customer experience plays an important role as well. |
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Monday, 20 August 2007 |
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Good customer service is one of the most highly requested commodities in business, but in an age of stressful and demanding times, consumer advocates say it may be becoming more scarce these days. |
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Friday, 17 August 2007 |
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Major cable companies continue to lag their satellite TV rivals in customer satisfaction, but there are signs that their bundle of video, Internet and phone services is starting to make a difference, according to a J.D. Power and Associates survey released Wednesday. |
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Friday, 17 August 2007 |
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One of the best ways to increase profits dramatically is to focus your attention on your current customer satisfaction and good customer service skills. Profitable businesses don't just rely on attracting new customers, they work at encouraging existing customers to buy again and to provide positive word-of-mouth advertising to their friends. This can only happen when employees learn leading edge customer relationship management skills. |
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Friday, 17 August 2007 |
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Detroit automakers narrowing gap with imports; Apple, Dell and Google slip. The latest American Customer Satisfaction Index (ACSI) edged up 0.1 percent to 75.3 on ACSI's 100-point scale and is up only 1 percent in the last year. |
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Tuesday, 14 August 2007 |
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