Pam

My entire career has revolved around customer service in one way or another. In the beginning stages I was a receptionist and administrative assistant.

Much as I hate to admit it, at 19 years old I did not know what was meant by customer service; nor did I care. All I was interested in was the weekly paycheck. That was in 1980; my understanding of ?customer service? began then and is still evolving today.

Over the years the words ?customer service? have become meaningless buzz words in our language. Everyone professes to have the best service and utilize it, but, if your experiences are anything like mine, there are some people that are less than truthful to themselves and to their customers. In today?s society of multiple retailers, manufacturers, professionals, service organizations, and others, all offering the same commodities and services, it is essential to know what customer service is and apply it in your business effectively.

Some of our best learning comes from experience. If you have calculated correctly you will have determined I have approximately 27 years of experience behind me. Some were good and others not so good, but I did learn from them either way. Here is some of what I have compiled over the years:

The Golden Rule?Do unto others as you would have them do unto you. Everyone has heard this at one time in their life or another, but it applies in every walk of life.

Follow through on commitment and give more than expected–Never commit to more than you can achieve, and always give more than is expected. I recently ate at a new sushi restaurant in Oakleaf, and, after we placed our order, they gave us samples of other Maki rolls. They made a repeat customer out of me. I have been back twice!

Givers Gain–If you have ever visited a networking group called BNI you have heard this before. I do not belong to this group, but do believe if you give then you will receive twice over. Whether it is in donations, sponsorships, or free services, you will be remembered for your willingness to help.

Honesty and Integrity in every interaction—It makes no difference if you are a salesman for a big corporation, a homeless person, a business owner, or a business advisor; no one but you controls these character traits in your life. Everyone wants to interact with someone they know to be truthful and dependable with their services, whether in business or in personal life.

As I stated earlier, this is a continual skill-building learning process. Everyday I learn of a new way to enhance my clients experience. Whether it be with new technology or a new technique I learned to show them I care. Be creative and dazzle your customers. You will have built a relationship for a lifetime!

.
Carole DeJarnatt is the President of Alliance Advisors, Inc., a business advisory/coaching service for development and implementation of strategies to grow and enhance businesses for greater success in their future. For more information visit the company website at www.AllianceAdvisorsInc.com.

USA ZIP Code Map defines?

The USPS (United States Postal Code) does not classify limitations for ZIP Code Map. As a replacement for ZIP Codes symbolize cluster of address, group into these units for good organization of deliverance.

In countryside area, ZIP codes can be collection of road position that in veracity does not look much like a closed spatial area. To map ZIP Codes with exact limitations, as we often see them represented, the data provider essentially draws a line around all of the street segments encompassing addresses belonging to each code.

ZIP Code Finder provided by the United States Postal Codes data for free and that provided by a Zip Code mapping examination services? Zip code search, free zip code search, php script, free java script, express script, lookup zip code, united state zip code, zip code map, zip code database.

The USPS does not maintain or release ZIP Code maps; it only releases ZIP Code organization information in database format. Marketable vendors then take each ZIP Code in a row and connect it to a polygon that represents the dimensional area covered by that ZIP Code. Each polygon is then placed at the correct longitude and latitude within a Zip Code Map structure ? in that way creating ZIP Code maps. The consequential ZIP Code maps data is then incorporated with other maps software in a Zip Code Finder system to be used in creating thorough multifaceted ZIP Code-related maps.

.
Karl Garcia a write about Zip Code Map Limitation. So, for additional Software program script database, including lookup zip code finder scripts, zip code finder tool, area postal code Software/tool visit his web site at www.zipcode-finder.com.

No matter what type of sales job you are in, the biggest thing to successis your ability to stay ontop of your prospects. What I mean by this is that consistency is the name of the game.

As much as we like to practice our sales scripts, the fact is that there is an extremely high correlation between the number of sales calls to a prospect and the likihood of winning that particular business. But why don’t more salespeople do it? Well, the simple answer is it’s difficult to keep track of who to call and when. Thankfully, we live in the 21st century and we have some answers for that.

CRM Software is what makes it possible. If you haven’t heard, crm software is contact management software that is designed for companies that want to stay in contact with their customers on a regular and consistent basis. Now, I’ll be the first to admit that most CRM software is nothing more than a place to stick your notes about customer contact. And that’s perfectly fine, but the real power comes in when you use the software to trigger those contacts that are going to win a prospects business. That’s why I prefer lead management software. Most good lead management software will basically work like a queue system in that you log into the system in the morning, and it tells you who you are supposed to call that day. As you work through the calls, you leave notes and then set the new followup date for the call. If that can’t keep you on track, then I don’t know what will!

But, it really doesn’t matter WHAT you use, it’s if you actually do it. Sales is about consistency and that’s what wins business. So whatever you use, make sure you stick with it and you are guaranteed to see a big jump in your sales!

.
Dave Roth runs www.elitecrmsoftware.com, a site that reviews popular open source crm software that’s available on the market today. The site offers reviews for both web based and software crm solutions.

?Thank you for calling XYZ Widgets. Can I help you?? CLICK.

How many times has that happened? A person works through a myriad of push buttons that would puzzle the most obsessive Sudoku junkie and then, after 15 minutes of finger exercise when they finally reach an actual person the line inexplicably goes dead.

Who’s to blame? Is it the fault of the telephone company? Has technology once again run amok? It’s more likely that the caller has been the victim of a poorly thought out Customer Service Performance KPI.

It works something like this. Call Center operators are largely unsupervised, sitting in a cubicle answering hundreds of calls a day. Even though the calls are occasionally monitored the vast majority of the time the operator knows that no one will be listening in. So what motivates the quick hang up? Because the operator knows that the monthly performance bonus is based on one thing and one thing only: how many calls are processed in a given shift? Whether the customer is actually satisfied or not is practically irrelevant. That only relevant factor is the number of calls ?processed,? not whether or not those calls are effective.

A similar scenario takes place when the order comes down from the executive offices that no call should take longer than 13 minutes (or some other arbitrary number) to complete. The call center employees’ performance bonus is based on clearing calls quickly and ?efficiently.? That’s all well and good until a major issue comes up that takes longer than 20 minutes and then, suddenly the previously helpful call center rep is doing everything possible to hustle the caller off of the line.

As long as Customer Service Performance KPI is based on the quantifiable rather than the true level of satisfaction of the Customer, these scenarios will continue to frustrate the buying public. That is why many companies have introduced a more reliable system of measuring Customer Service Performance. These new KPI more accurately reflect whether or not the Customer actually feels like they have received a level of service that meets their needs. These models look something like this: When the clients’ questions have all been answered a series of questions are asked by the Customer Service rep. ?Are you satisfied with the responses to your queries?? ?Were your questions answered adequately and professionally?? ?Is there anything else we can help you with today?? Sometimes these questions are asked by the rep themselves and sometimes a follow up call is made by a supervisor or another rep. The employees` primary KPI is based on the customers` answers to these questions.

The more often primary Customer Service KPI is based on mere quantity, the less true Customer Satisfaction is going to take place. The only accurate KPI for Customer Service Performance is the actual perception of the Customer as to whether or not they received adequate service.

.
If you are interested in crm kpi, check this web-site to learn more about customer service metrics.

Let’s face it, some words have magical powers. Just as “Open Sesame” magically opens the door to a new world, so too can other words and phrases have similar effects on your customers and clients.

This month we look at the power of words to create trust, allegiance and commitment in our customers and clients.

Opening the Doors to Success

Sometimes it?s the pleasant words we hear as doors are opening, that make a difference to customers. For Nancy Graham of Berkeley Heights, New Jersey, who comes to San Francisco four times a year, it’s the words “Welcome Back to Campton Place Mrs. Graham, we’ve missed you!” that make her feel special. Then the hotel doorman inquires about her family as he opens the door to another wonderful stay at this celebrated Union Square hotel in San Francisco.

Whether customers are greeted at the door, clients are welcomed over the phone or upon arrival at functions, those initial words are music to our ears. Research tells us we like the sound of our own names. Are you greeting your new and returning customers with favor and delight? If not, why not? It?s neither hard nor expensive.

Missing in Inaction

Recently I dined at one of San Francisco’s finest French restaurants. My companion and I had been looking forward to this night for weeks. Our night arrived, as did we, dressed in our finest attire. We drove up, I gave the valet my car keys and we entered the restaurant. And then?nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a passing waiter, with plates akimbo, smiled and promised that someone would be right there to greet us. Establishments know that they must manage the entire experience of their patrons, from the initial phone call to the follow up after an interaction or event. Sometimes a few well-chosen words of ours can assuage customers’ feelings, inducing comfort and care on the part of their clientele. Develop key phrases to help your customers feel comfortable about their relationship with you.

Bad Form?Customer or Teller?

I was at a bank recently when a teller abruptly pointed out “you forgot to fill out your deposit slip correctly.” I suddenly felt as though I were back in grade school. Her words stung like a bee. Her remark felt so judgmental. If only she’d said “let me help you complete this” or even “don’t forget to fill in today’s date.” She was so busy judging me she forgot to partner with me for a successful transaction. In most service situations our customers are looking for help, assistance and perhaps some guidance. It wouldn’t have been hard for this teller to achieve the same result, a properly filled in transaction slip, without alienating her customer.

Mouthing a few choice words isn’t enough. They must be genuinely meant. To utter phrases without heartfelt thoughts behind them rings hollow with others. Sincerity matters. So try to let your body language, eye contact and gestures reinforce the sentiment you are expressing. In part, that helps these comforting words become magical. Even on the telephone or via e-mail, you can convey care, concern and sincerity.

Consider these phrases which bring comfort, smiles and satisfaction to your customers’ ears:

“We can fix it.”

This tells your customers that you are solution oriented and partnering with them for success.

“We’re sorry for your inconvenience.”

These magic words show awareness and concern for your customers.

“Consider it done!”

Tells customers you are there for them, protecting their interests and serving their needs.

“We’re delighted to serve you.”

Shows your organization values their patronage.

“Thank you for choosing us. It’s our pleasure to serve you.”
Shows you are indebted to your customers.

“Please let us know what else we can do to make your experience a pleasurable one.”

This phrase shows your availability and accountability to your clients. By being receptive you show a confidence in serving others and managing your client relationships effectively.

“Welcome back. We’ve missed serving you.”

We cherish long term relationships and relish your repeat business.

These aren’t words like the phrase Robert Redford used in the movie The Hot Rock, when his utterance of “Afghanistan Banana-Stand” put bank personnel into a trance. What gives your words magical powers are the thoughts and care behind them. These words engender trust. These phrases build allegiance and strengthen commitment. When you’re prepared to walk your talk your customers will magically reappear again and again. Treasure your customer exchanges and you and your customers can share the reward of repeat business.

.
Author Craig Harrison, who is a professional speaker, corporate trainer and founder of Expressions Of Excellence!, provides solutions through speaking. Craig inspires stellar sales and service leadership among professionals in a variety of fields. He can be reached at (510) 547-0664 or through craig@craigspeaks.com. Visit his website: www.ExpressionsOfExcellence.com.

?A new frontier for Customer Support for Online Customers through Free Live Chat Support Products and services?

What has become more of a fundamental than a phenomenon is that Good Customer Support and Service as well as Satisfaction has somewhat of a direct correlation with business venture success.

Quality customer support as well as customer relationship management are the key drivers which reward any business whether made of bricks or working solely on the click based model. An online customer service solution easily assures satisfaction to customers who are constantly seeking help and answers to their queries.

We should always customer?s needs and improvise services that they would not find elsewhere. The most embarrassing situation is one wherein the customer proactively asks for information through mails, whether electronic or otherwise and the customer support lacks the punctuality to reply in time. For physical retailers as well as others offering customer support it has never been a question since all interactions and support occur real-time but what is daunting is the support on web which needs to be real time as well as interactive. By interaction I mean undivided attention to each one of your customers and active conversation displaying concern for all what he requires.

What is required for Click Based models to achieve customer satisfaction and effective CRM is Real Time live Chat Support System. Such a system is analogous to online Help Desk wherein a Chat Support Software with live Customer Care Representative or popularly known as an Operator or a chat assistant provides Chat Support and handles issues about certain products and services. Such a Real Time Web Interface offering Live Chat Support becomes an essential component of a marketing strategy and therefore to be seriously considered as an alternative to offline help desks or voice based Customer Support interface..

Traditionally the method of offering customer-service was through toll free phone line; however with the help of live chat software, it is possible for company representatives to have a one to one chat with the website visitors in real time and provide live help and support to the customer instantaneously.
In addition to the above services the online businesses also have the advantage of keeping track of the number of visitors. This provides an opportunity to cross sell as well as up sell products as well as services through Pro-Active Chat Prompts wherein looking at a live online visitors preferences for products judged through real time statistics available in such software, the Customer Care Representative can look prompt the online visitor and offer help.

One such service is being offered by May I Help You Zone in addition to many others flourishing in the growing size and scope of the World Wide Web. Businesses where the major point of interaction is their online presence as a website can avail the Live Chat Interface free of cost for a limited period of time where they can use their own operators.

What is unique is that May I Help You Zone also offers Customer Support Function which the website or E-commerce initiative owner may outsource. It may seem a simple Business Process Outsourcing event but a detailing of the processes involved would further elucidate the fundamental difference between providing voice based support and Live Chat Support for products and services.

The Live Chat Software too is practically trouble free to use, all we need is a Web Browser and no standalone software installation is required.. There is no software to install or any servers required for using the software. Once the code of the live chat software is embedded in the web pages it is possible for all end users of the live chat software like customers, administrators and operators to use live chat software provided by May I Help You Zone through a standard web browser that is connected to the Internet. Sitting at any corner of the Globe and connected to web one just needs to log through the website of the Free Live Chat software to chat with web site visitors.
Perhaps it is a small step in replacing the missing human touch and spirit to satisfy an online visitor with instant solutions to his problems by reducing his effort in finding it across on your online channels but is a giant leap towards creating a greener dimension to Customer Support.

The Live Chat Software offered by May I Help You Zone is 100% secure with options of web analytic services as well as monitoring online visitor statistics.

About May I Help You Zone

May I Help You Zone Web based live chat software for real time customer service offer live chat support and 24X7 support with dedicated operator services catering to the needs of your diverse functions ranging from sales, marketing, purchase, vendor management and a host of other services by mayihelpyouzone.com

.
www.mayihelpyouzone.com/component/option,com_fireboard/Itemid,47/func,view/catid,12/id,5/#5

Don?t you hate to wait in long queues in banks, repair centres, restaurants, hospitals, etc? Don?t you wish that they will open more counters to serve the queue faster? Don?t you wish the person currently being served can get it over and done with immediately?

Waiting is a complete waste of time! Frustration builds up and let?s not even talk about customer satisfaction.

The traditional Queue Systems does not manage queues, it is on a 1st come, 1st served basis. What the current queue system does is issue you a queue ticket and you join the queue.

During peak hours (typically twice during the day in most industries), the queues are extremely long. Needless to say, you will have to get a queue ticket and join the queue. Mind you, the queuing time can sometimes be up to an hour !

Sometimes, when you see the length of the queue, you give up and walk away. Or you might even consider doing business elsewhere. Some of us might even have to go to the extent of taking a day leave just to avoid the long queue.

On the other hand, wouldn?t this be great? You go to the bank (or repair centres, restaurant, hospitals, etc.) and you are served within 5 minutes! No waiting in the long queues.

Or

You get your queue ticket and you do not have to wait in the queue. So you go shopping (or do whatever you like) instead of waiting there in the queue. You will be informed when your turn is near.

As for the banks (repair centres, restaurants, hospitals, etc.), it is definitely advantageous to them to achieve the above. Customers will be happier if they can come at their own convenient time and be served within 5 minutes.

There will not be any need to allocate more resources to handle the peak crowds. You will attract new customers due to your effective management of your operation.

.
Andy Yeo is the leading expert in Queue Management and Queue Management Solutions
Email : andy.yeo@edison-mcs.com.sg
queuemanagement.wordpress.com

If you are up to your ears in a stressful situation, it becomes difficult to think clearly. Sometimes, it is best to walk away from a problem, and think about it, rather than try to solve it with an instant solution.

My grandfather used to say: ?Even the court jester can teach us something useful.? This saying goes much deeper in meaning and applies to many things - from a Yoga class, to not taking life too seriously, and to the unfortunate way customer feedback is commonly handled by the business world.

As a customer of any service or product - how do you feel when your Email is ignored, your voice mail message is never answered, and you don?t get any feedback or concern, at all, from customer service? We all feel the same ? nobody likes to be ignored. The shame of all this is that customer service is getting worse on a global scale.

Knowing this, we should take the time to listen when someone has taken the time to give us a constructive suggestion. When you do acknowledge a suggestion and consider, implement, or try it, you could possibly create a bond for life.

Here is a little story about how listening can pay off. Years ago, I was working at a health club and had a dilemma. I had a personal training client with a weight control problem, but I couldn?t figure out what the problem was.
She was exercising, eating the right things, following a new healthy diet, taking Yoga classes, and had made a 30 day turn around in lifestyle, with no results to measure.

I brainstormed with the health club owner with no real success, but we were interrupted by someone who said that I should have my client log everything she eats and drinks.

Well, I took the suggestion and ran with it. I discovered my client was drinking three Cokes a day. She didn?t equate Coke with sugar grams, and didn?t think it was important enough to mention.

After that, she lost five pounds a month, on average, for the next twelve months. That?s an optimum 60 pound weight loss in a year. This particular client kept the weight off.

The person who made that suggestion is still a dear friend to this day. Needless to say, I have every personal training client log their meals, and drinks - just to be certain.

In summary, it doesn?t take a ?rocket scientist? to listen to customer feedback, or a colleague?s suggestions; but all of us, no matter how important we think we are, must be willing to sit back and listen to constructive advice. This will be the difference between managers of businesses that flourish and those that fail in the twenty-first century.

.
Paul Jerard, is a co-owner and the director of Yoga teacher training at: Aura Wellness Center, in North Providence, RI. He has been a certified Master Yoga teacher since 1995. He is a master instructor of martial arts, with multiple Black Belts, four martial arts teaching credentials, and was recently inducted into the USA Martial Arts Hall of Fame. He teaches Yoga, martial arts, and fitness to children, adults, and seniors in the greater Providence area. Recently he wrote: Is Running a Yoga Business Right for You? For Yoga students, who may be considering a new career as a Yoga teacher.
www.yoga-teacher-training.org/index.html

Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage. That’s fine but when we seek to ascribe a value to non-profit generating assets we need to look at ways in which we can quantify the value that the call center is contributing to overall business operations.

Call center data management and manipulation has lent itself particularly well to KPI metric and Balanced Scorecard methodology. KPI/Balanced Scorecard techniques are a mainstay of the management of any call center and using the metrics that are being produced from these management information tools allows to start calculating an approximation for ROI.

If we move away from the idea of profit centers that need to be maximized and cost centers that need to be cut so logically increasing profit, we can start thinking of the different business components as contributing value.

What is the value that we can ascribe to a call center it doesn’t create anything?

First, lets look at a revised ROI calculation, we can pretty easily work out a cost for the call center which is going to be used in the ROI calculation if we use that as asset value of the ROI number crunching.

Second, if we look at the relative contribution of call center activities we can start ascribing a value based on the effect on our financial and management accounting information. Linking information from customer service feedback and focus groups will allow us to develop an idea of the impact on repeat business for instance. Repeat business is something that our accounting and CRM system will be monitoring so we can get a value for that. The customer survey and feedback groups will also give an indication as to how important our customer service is in winning repeat business orders and that will in turn allow us to infer a value for that proportion of repeat business that is attributable to the call center efforts.

We are now close to being able to perform an ROI calculation in that we have determined a value that is created for the expense of our customer service efforts made by the call center.

Using such attributable value calculations for ROI is not flawless but it does provide a valuable tool for tracking the value of a non-revenue division that is being contributed to overall business success. Tracking ROI of this nature over time, as long as the calculation is made on a consistent basis will help indicate and highlight the relative success of initiatives and investment in the call center.

Calculating an overall ROI can be done by a broader attribution of value that is created by the call center and the total expense that is incurred by it. Used alone such an ROI calculation is not going to be of much help but the use of the incremental ROI that can be calculated for discrete costs and further investment in the call center is very useful for helping to justify whether incremental investment should be made or not.

.
If you are interested in measuring call center roi, check Sam Miller new web-site.

Voicemail, automated phone systems, email and other technology have replaced the personal touch when it comes to customer service. Customer frustrations are on the rise.

Their number one complaint is that no one really seems to care anymore.

Your customer can tell the difference between satisfactory service and caring service. Satisfactory service is what most customers expect. This type of service focuses on completing a task rather than building a relationship with the customer.

The market often talks of customer satisfaction, a deceptive phrase because it sounds better than it is. Would you have wanted a grade of satisfactory in school? Probably not. Satisfactory implies adequate, good enough and acceptable. Customers who are merely satisfied with your business can be wooed away by others who offer something better.

Customers are discouraged by poor service and expectations are low. The simple gesture of showing your customers that you care about them will be a welcome surprise compared to the apathy they experience elsewhere. Building customer loyalty boils down to one simple concept?C.A.R.I.N.G.

C = Consistent

Commit to delivering exceptional customer service with every customer interaction.

-Take complete ownership of your actions and your customer’s happiness.

-Deliver respect, friendliness and knowledge, whether you communicate face-to-face, by telephone or through email.

-Maintain a positive attitude–all the time!

-Sign your work with excellence. A = Attentive Your customer is not an interruption of your work. He or she is the reason you’re at work.

-Focus 100% attention on your customers’ needs. Ask yourself, “If this were me, what would I want?”

-Listen carefully?don’t rush service. Your customer took the time to do business with you. Honor that decision by taking the time to deliver a quality experience.

A = Attentive

Your customer is not an interruption of your work. He or she is the reason you’re at work.

-Focus 100% attention on your customers’ needs. Ask yourself, “If this were me, what would I want?”

-Listen carefully?don’t rush service. Your customer took the time to do business with you. Honor that decision by taking the time to deliver a quality experience.

R = Reliable

Take proactive ownership of your customers’ requests. Follow through until they are successfully resolved.

-Watch your image. Dress professionally. Don’t wear clothing that can offend or embarrass your customers. Dress in a manner that enhances your credibility and positively reflects on the organization.

-Maintain order in your workspace.

-Communicate with a warm, friendly tone of voice. Provide clear and accurate information. Avoid the use of jargon or slang. Also, be careful not to talk “down” to your customers or co-workers.

-Follow through by keeping your promises, no matter how small, to your customers and co-workers.

-Focus on timeliness. Respond quickly to your customers’ and co-workers’ requests. Show up for work and meetings on time. Return phone calls promptly and deliver information on time.

-Promptly reply to email messages.

-Commit to professional development by attending workshops and seminars, and reading materials that will help you to learn and grow in your ability to do your job better.

I = Individualized

-No two customers are alike. Each customer has individual needs and concerns.

-Pay attention to your customer?s tone of voice and actions.

-Learn how to respond to your customer based on his or her particular style. A dominant customer may seem impatient and will want to control the situation to get his or her desired results. A shy customer may need assurance and guarantees. An outgoing customer may require more “chat” time. You can build rapport quickly by learning to respond appropriately with each type of customer.

-Pay attention to your customers’ family members. Ask about their children.

-Congratulate your customers when you learn of their celebrations, such as having a new baby or buying a home. Acknowledge their birthdays.

-Pay attention to their accomplishments such as an appointment to a board, getting promoted or landing that important client. -

-Ask your customers for advice on how you or your company could better serve them. Encourage their feedback and ideas, and yes, even criticism. Then listen.

-Sincerely compliment your customers every chance you get. Compliment them on how nicely they’re dressed, their pleasant phone voice, or their patience during a long wait. Don’t mistake compliments with false flattery. -

-Surprise your customers by delivering unexpected service, such as free shipping or a little something extra to show them they’re appreciated.

-Keep your customers informed about the status of their order, any delays or obstacles to meeting their needs and changes in policies that may affect them.

-Customize the way you communicate to honor the style differences of your customers.

N = Notable

Word-of-mouth is the most powerful marketing campaign of all. Give your customers quality service that they can brag about. Is your service worth bragging about?

-When you hear repeated complaints about something, take the initiative to fix the problem! For example, if customers frequently complain that it is too cold in the building, contact the person in charge of climate control and ask him or her to adjust the temperature. If more than one customer complains that the music is too loud when they are on “hold,” take the initiative to have the volume turned down.

-Go the extra mile by delivering more than expected. This may mean chatting a little longer with a customer who sounds lonely or just wants to visit. You can waive a shipping charge if an order has been delayed.

-Notice their needs. If a customer sounds rushed or stressed, acknowledge their busy schedule and do everything you can to speed up their service experience.

- Save them time. Look for ways to remove service obstacles that may waste your customers’ time. Make sure there is a working pen on the counter if they need to sign a credit card receipt. If you need to transfer a customer call, stay on the line to explain the situation to your co-worker so your customer doesn’t need to repeat his or her request. Offer to call them after you have resolved their complaints so they don’t need to remain on the line while you track down the cause of the problem.

-Stand by your promises. Return calls at precisely the time you said you would call. Don’t put a customer in a position of having to call back to remind you that they are still waiting for information. Never promise service by a co-worker unless you’re 100% certain that he or she will be able to deliver on that promise for the customer.

G = Generous

Be generous with your service by looking for ways to go the extra mile for your customers.

-Look for ways to remove service obstacles by bending a rule or making an exception when your customer has a special need.

-Periodically, give away a free item to your customers. Enclose a calendar, tips guide, kitchen magnet or one of your company’s products. Be sure to write a note to let your customers know that this is a gift of appreciation just for doing business with you.

-When your customers make appointments to meet with you, take them early.

-Introduce your customers to other members of the team, especially staff who only deal with internal customers.

-Slip your customers a handwritten “thank-you” note when they’ve been patient, when they’ve complained, when they’ve referred a new customer or just to thank them for being a loyal customer.

-Hold monthly contests for your customers where they can win prizes.

-Actively seek out and participate in community outreach and service events or causes that your customers care about.

-Give each of your best customers a standing ovation the next time they walk through the door.

-Create over-satisfied customers by frequently asking your customers, “How can we do an even better job of serving your needs?”

-Put value on what?s important to your customers, not what’s important to you. People are loyal to a business when they feel they?ve been treated well and received good value for their money.

Customer service goes a long way toward pleasing customers on both counts. C.A.R.I.N.G. customer service means going out of your way for customers, doing everything possible to meet their needs and sometimes making decisions that benefit customers, even at the expense of the company.

.
Debra J. Schmidt, also known as the Loyalty Leader?, is an author, consultant, corporate trainer and professional speaker. She helps companies boost their profits by leading the way to greater customer, employee and brand loyalty. Debra is in demand as one of the nation?s top customer loyalty experts — helping clients keep more customers, retain more employees, get more referrals and sell more products.
As the owner of Loyalty Leader? Inc., Debra provides training, consulting and keynote addresses for Fortune 500 companies, small businesses, professional organizations and trade associations throughout the United States. She has developed customer service standards and delivered training for companies such as Northwestern Mutual, Miller Brewing Company, Wells Fargo, Roundy?s, American Family Insurance, Kohler Co, Lucent Technologies and the Green Bay Packers.
She has a master?s degree and over 25 years of business management and sales experience in a wide range of industries. Debra was nominated for an Emmy award in 1991 and has won six national marketing awards. In addition to her monthly television appearances on Fox News in Milwaukee, Wisconsin, Debra has been a featured guest on radio shows throughout the United States. Her articles have appeared in hundreds of magazines and on-line publications.