Comments for The Customer Service Helper http://www.customerservicehelper.com Helping Customer Service Representatives Serve Their Customers Better Fri, 21 Nov 2008 13:41:49 +0000 http://wordpress.org/?v=2.0.3 Comment on You Want Customer Service? (Oh, I’m Sorry, We Can’t Help You!) by Frederic http://www.customerservicehelper.com/2008/09/02/you-want-customer-service-oh-im-sorry-we-cant-help-you/#comment-152 Thu, 04 Sep 2008 14:28:25 +0000 http://www.customerservicehelper.com/2008/09/02/you-want-customer-service-oh-im-sorry-we-cant-help-you/#comment-152 Margie, I think that your poor experience (especially the one with the auto dealership) is symptomatic of a lack of 2 major principles which should support a great consumer experience. 1- A good integration and coordination of commercial offers across different channels. 2- The overall attitude of staff who is not trained or skilled to adopt a positive attitude. In this case, they were focusing on the coupon issue instead of trying to work on converting a new customer. I hope you will not be disappointed by your regular dealer next time. Frederic Margie,

I think that your poor experience (especially the one with the auto dealership) is symptomatic of a lack of 2 major principles which should support a great consumer experience.

1- A good integration and coordination of commercial offers across different channels.
2- The overall attitude of staff who is not trained or skilled to adopt a positive attitude. In this case, they were focusing on the coupon issue instead of trying to work on converting a new customer.

I hope you will not be disappointed by your regular dealer next time.

Frederic

]]> Comment on The Great American Customer Service Unawareness Campaign by Cody Schneider http://www.customerservicehelper.com/2008/09/03/the-great-american-customer-service-unawareness-campaign/#comment-147 Thu, 04 Sep 2008 06:43:46 +0000 http://www.customerservicehelper.com/2008/09/03/the-great-american-customer-service-unawareness-campaign/#comment-147 I don't think I'd want to get on your bad side. I'd hate to have you sic your call center on me ;) Seriously though there are times when a business is better off without a customer. I suppose that is what high prices are for. Scare off the penny pinchers and nit pickers before they get you. After you manage to do that the rest of your customers have probably paid you enough to deserve your utmost attention. I don’t think I’d want to get on your bad side. I’d hate to have you sic your call center on me ;) Seriously though there are times when a business is better off without a customer. I suppose that is what high prices are for. Scare off the penny pinchers and nit pickers before they get you. After you manage to do that the rest of your customers have probably paid you enough to deserve your utmost attention.

]]> Comment on You Want Customer Service? (Oh, I’m Sorry, We Can’t Help You!) by Article Writing Service http://www.customerservicehelper.com/2008/09/02/you-want-customer-service-oh-im-sorry-we-cant-help-you/#comment-141 Wed, 03 Sep 2008 04:44:18 +0000 http://www.customerservicehelper.com/2008/09/02/you-want-customer-service-oh-im-sorry-we-cant-help-you/#comment-141 Great article! Thanks for leaving a comment on my blog too... Jason Great article! Thanks for leaving a comment on my blog too…

Jason

]]> Comment on Excellent Customer Service - 6 Attitudes That Deliver a Great Experience by Lisa Lomas http://www.customerservicehelper.com/2008/08/21/excellent-customer-service-6-attitudes-that-deliver-a-great-experience/#comment-96 Fri, 22 Aug 2008 09:47:31 +0000 http://www.customerservicehelper.com/2008/08/21/excellent-customer-service-6-attitudes-that-deliver-a-great-experience/#comment-96 This is such a great blog, I shall be coming back to see new content. Customer service is not dead. This is such a great blog, I shall be coming back to see new content.

Customer service is not dead.

]]> Comment on How Job Satisfaction Can Easily Affect Customer Loyalty by David Muller http://www.customerservicehelper.com/2008/08/19/how-job-satisfaction-can-easily-affect-customer-loyalty/#comment-90 Wed, 20 Aug 2008 09:07:16 +0000 http://www.customerservicehelper.com/2008/08/19/how-job-satisfaction-can-easily-affect-customer-loyalty/#comment-90 Wow, what a good article. More businesses need to realise this and put more money into an employee morale fund. At a large company I used to work for, there was ZERO in that department and I left around the same time as a few did also. Wow, what a good article. More businesses need to realise this and put more money into an employee morale fund. At a large company I used to work for, there was ZERO in that department and I left around the same time as a few did also.

]]> Comment on Customer Service Vs Customer Satisfaction - What’s the Difference? by adrian lee http://www.customerservicehelper.com/2008/08/15/customer-service-vs-customer-satisfaction-whats-the-difference/#comment-88 Mon, 18 Aug 2008 08:17:40 +0000 http://www.customerservicehelper.com/2008/08/15/customer-service-vs-customer-satisfaction-whats-the-difference/#comment-88 Customer Satisfaction is your mission. Customer Service are the initiatives you use to achieve your mission. In my retailing days, I would personally be on the selling floor at peak hours to make sure the initiatives are carried out. It plays a big part in ensuring customer satisfaction. How do I measure satisfaction? By talking to customers, following up on complaints without fail, and looking at my sales. If my sales go up, customer complaints go down, I am carrying out my mission. Keeping things simple allows the entire organization to see where we stand. Customer Satisfaction is your mission. Customer Service are the initiatives you use to achieve your mission. In my retailing days, I would personally be on the selling floor at peak hours to make sure the initiatives are carried out. It plays a big part in ensuring customer satisfaction.

How do I measure satisfaction? By talking to customers, following up on complaints without fail, and looking at my sales. If my sales go up, customer complaints go down, I am carrying out my mission. Keeping things simple allows the entire organization to see where we stand.

]]> Comment on Pestering the Customer to Buy - is Not Customer Service by Alexander http://www.customerservicehelper.com/2008/08/11/pestering-the-customer-to-buy-is-not-customer-service/#comment-83 Tue, 12 Aug 2008 10:01:35 +0000 http://www.customerservicehelper.com/2008/08/11/pestering-the-customer-to-buy-is-not-customer-service/#comment-83 Its a funny thing really, we in "little South Africa" suffer the same problem, although customer service, as it would appear, the world over, feels alot like been sold to. In my City on the Southern Coast of SA, 5th largest City in terms of population-Port Elizabeth, their seems to be trend towards a complete 'lack of customer focus'. My simplistic overview points the finger at high unemployment, over 43% earning less than $400.00(ZAR3000.00) per month. Service type industries, lets say the restaurant/leisure Industry, typically draws a person(employee) who would although otherwise be unemployed, yet possess a complete lack of 'interest' in his/her job, wishing rather to dream of fast cars and a flashy lifestyle. Its an anomaly(a job is a job), friendly service is always beneficial, and much like friends we know when they are being genuine, or simply pushy and self seeking. Service Excellence is a culture, and where I live, socio economically still an ideal. Its a funny thing really, we in “little South Africa” suffer the same problem, although customer service, as it would appear, the world over, feels alot like been sold to. In my City on the Southern Coast of SA, 5th largest City in terms of population-Port Elizabeth, their seems to be trend towards a complete ‘lack of customer focus’. My simplistic overview points the finger at high unemployment, over 43% earning less than $400.00(ZAR3000.00) per month. Service type industries, lets say the restaurant/leisure Industry, typically draws a person(employee) who would although otherwise be unemployed, yet possess a complete lack of ‘interest’ in his/her job, wishing rather to dream of fast cars and a flashy lifestyle. Its an anomaly(a job is a job), friendly service is always beneficial, and much like friends we know when they are being genuine, or simply pushy and self seeking. Service Excellence is a culture, and where I live, socio economically still an ideal.

]]> Comment on Pestering the Customer to Buy - is Not Customer Service by Lance Naismith http://www.customerservicehelper.com/2008/08/11/pestering-the-customer-to-buy-is-not-customer-service/#comment-82 Tue, 12 Aug 2008 01:44:43 +0000 http://www.customerservicehelper.com/2008/08/11/pestering-the-customer-to-buy-is-not-customer-service/#comment-82 Thanks for your comments... enjoyed your perspective here... so true. There is a total separation and, a true CS agent isn't there to sell you but to help you and yes, maybe make you a return customer based on the help given.. Thanks for your comments… enjoyed your perspective here… so true. There is a total separation and, a true CS agent isn’t there to sell you but to help you and yes, maybe make you a return customer based on the help given..

]]> Comment on Pestering the Customer to Buy - is Not Customer Service by Web design company http://www.customerservicehelper.com/2008/08/11/pestering-the-customer-to-buy-is-not-customer-service/#comment-81 Mon, 11 Aug 2008 19:50:22 +0000 http://www.customerservicehelper.com/2008/08/11/pestering-the-customer-to-buy-is-not-customer-service/#comment-81 Thank you for an interesting perspective. There is no room for high pressure sales tactics in todays market. As consumers we are already overloaded with sales and marketing messages everywhere we look. Whilst advertising is OK as it only presents us with information and it is ultimately up to us to act; there is nothing more annoying than an unsolicited salesman pushing to sell their product or service. Thank you for an interesting perspective. There is no room for high pressure sales tactics in todays market. As consumers we are already overloaded with sales and marketing messages everywhere we look. Whilst advertising is OK as it only presents us with information and it is ultimately up to us to act; there is nothing more annoying than an unsolicited salesman pushing to sell their product or service.

]]> Comment on Six Steps to More Loyal Customers by muhammad s http://www.customerservicehelper.com/2008/08/01/six-steps-to-more-loyal-customers/#comment-76 Sun, 03 Aug 2008 04:28:04 +0000 http://www.customerservicehelper.com/2008/08/01/six-steps-to-more-loyal-customers/#comment-76 Hi, thanks fo ur comment. Ur posts are so interesting too. Hope you adding my site in ur blogroll:) Hi, thanks fo ur comment. Ur posts are so interesting too. Hope you adding my site in ur blogroll:)

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