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Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the world, here are the following qualities, which must be present in your life and your business in order to develop raving fan customers who are not just satisfied but completely loyal to you over the long haul.

1.  People want you to show an interest in their lives.   
You not only know about their business, you know about their families, the hobbies they enjoy, and their life experiences.  You know when they have had a win or a wow in their business, the birth of a new child, or a milestone celebration around the corner.

2.  People want you to be quick!
People want their products and services yesterday, not tomorrow or 3 – 4 days down the road.  In today’s fast paced world, if you take more than 24 hours to respond to a request from a client, there is a very likely chance that he/she will find someone else to take your place.  These are no longer the days of the Pony Express.  These are the days of overnight service by Fed Ex, Palm Pilots that call personal messaging systems, high speed internet connections, and fax machines galore.  Be quick and be energetic, or you will fall behind in a flash.

3.  People want you to be very available.
People are tired of automated message machines or the words “Press 1 for Bob Smith, press 2 for customer service, press 3 if you speak Spanish…press 4 if you want to hire another company!”  There is very little excuse for not being available.  Provide your customers with your business phone, mobile phone, fax machine, e-mail address, and your physical mailing address.  If you live alone, work out of your home and don’t want to share your home office address, then get a P.O. Box.   Your customers want to know that they can reach you when there is a problem or a concern with their product or service.

4.  People want a friendly voice and a warm smile. 
The first rule of customer service when you meet any person or when you answer the phone is to grin from ear to ear.   If you are not smiling, this will come across over the phone and will definitely be seen and noticed in public, so get busy being happy when you are out and about and when you are engaging in a phone conversation.  If you have a virtual company, put a fun photograph or a 5 x 7 card on your desk that says, “Smile…Today is a great day.”

5.  People would rather you under promise and over deliver.
Customers never forget a mistake or your delaying their product or service.   If you promise something on Friday, and you deliver it the next Tuesday, they will tell the world about you…in reverse referral.  They will tell the whole city that you were late, and there won’t be one thing you can do to reverse the negative publicity around your delay.  Do not make promises that you cannot fulfill.  Let the customer know that you will get them their product or service beyond the time that you know you can actually make it happen.  When they receive it early, they will be pleasantly surprised, and will tell the world how wonderful and quick you are!

6.  People want you to help them…they don’t want to be sold. 
Hey folks…people do not like pushy people.  Your job as a business owner is to continue to add value to the lives of your clients without pushing a new product, service, or extra fee on them before they are ready.  The bottom line:  Don’t be a pushy pest!  It will drive folks away in a heartbeat.

7.  People want to hear you say, “Yes, I can do that.”
People don’t want to hear dumb excuses.  Customers and clients of today are smart and savvy, and when they call for help, the last thing they want to hear is: 
“That’s not my job.”
“I can’t answer that, because I don’t know the answer.”
“Can I put you on hold?”
“My policy does not allow for that.”
“I’m sorry…that is the best I can do. I am only human.”
And the frustration begins to build. 
People don’t want to hear your problems.  They want their problems fixed.  There is always some sort of solution, even if you cannot fix the problem!  You will win points forever with comments like:
“You are absolutely right.  I will get the answer to your problem by the end of the day.”
“I thank you for your concerns.  I am going to incorporate your idea as a way so that it works for us all.”
“This is Sally Jones.  How may I help you today?”
“I do not provide that service, but I have 15 people on my team who do work with that.  May I refer you to one of these men or women?”

8.  People want to know that you are highly trained and skilled.
Are you continuing your training?  Are you working with a coach?  If not, your customers will know it in a heartbeat.  Your clients want to know that you are on the cutting edge and that you are constantly devoted to the highest level of learning and training made available.  To begin with, get the training…incorporate training monthly, then let your clients know what you are learning.  You can show your clients how you continue your training through monthly announcements in your newsletter, e-mails about your schedule, and through blogging. 

9.  People want you to drop the “nit picking.”
If you are charging nickels and dimes for added extras such as an additional ten minutes on the phone or for each document you send a client, you will be viewed as “cheap,” and this will leave a bad taste in the mouths of your clients.   Remember…these nickel and dime expenses can add value to the lives of your clients and will create walking billboards for your business. 

10.  People want to hear the magic words “Thank-you.”
This is music to a client’s ears.  Say it with sincerity, and say it often.  Your clients are allowing you to own and operate and business and to earn money doing it, so thank them again and again for what they add to your life.

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Oli works full time as a Market Analyst.He can help you to grow your computer consulting.
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Article Source:http://www.articlesbase.com/customer-service-articles/customers-who-rave-about-you-and-your-service-1297024.html

Tags: address, Bob Smith, Business, Customer, Don, e mail address, high speed internet connections, home office address, milestone celebration, P.O. Box, palm pilots, phone, phone fax machine, physical mailing address, pony express, Press, product, Sally Jones, Service, speed internet connections, today, training, warm smile, world

Voice Verification Services in Business

Third party verification services help you maximize your profits by minimizing risk and help you protect your business against potentially devastating regulatory fines and legal fees. Research found that despite the growth in the use of Internet based services, the popularity of Florida call center services continues to increase, presenting a challenge for businesses to keep contact center costs down while continuing to improve the customer experience and protect their customers’ private and personal information.

Businesses have had to tighten security and show their customers they are implementing stronger methods of identity theft and fraud prevention to protect their brands and maintain customer loyalty. The research found that of the 43 billion calls that US contact centers will receive in 2007; 41 percent will involve a contact center agent asking identity verification questions at the beginning of the call. Although this process only takes between 20 and 30 seconds to complete, the U.S. contact center industry will spend $11.7 billion and more than 11,000 years of contact center agents’ time in 2007 alone checking callers’ identities.

Consumers are embracing the use of voice verification in protecting important personal information. Findings from studies suggest that voice verification is viewed as a business differentiator with nearly two-fifths of people surveyed agreeing they prefer to do business with a company that provides voice verification solutions. After hearing an audio clip of a voice verification process, three-fifths of the respondents were likely to use voice verification as a form of security. Sixty-one percent of respondents feel that voice verification is a secure form of identity verification for phone access to customer service data. And eighty-three percent of respondents agreed that institutions should require different forms of identity verification based on the types of transactions.

Voice verification is conceptually similar to fingerprinting. It is common knowledge that each person’s fingerprints have unique characteristics that can be used to distinguish one person from another. It has also been proven that each person can be identified by the unique features of his or her vocal characteristics and speaking patterns. Voice verification confirms a customer’s identity by comparing a caller’s voiceprint to an earlier digitized recording. This new application ensures that the person requesting payments or other services is the same customer who began doing so in the first place. Without third party verification services as another method of security, things would be more susceptible to breakage and other dangers.

Alexander Jones is one of the members of Quality Calls, which specializes in third party verification, recording, storing, scripting and grading of your sales. We are a Florida Call Center Service that understands the value of good customer service.

Article Source:http://www.articlesbase.com/customer-service-articles/voice-verification-services-in-business-1290256.html

Tags: Alexander Jones, Business, Call, call center services, Center, contact, Customer, customer loyalty, differentiator, Florida, fraud prevention, identity, information businesses, internet based services, party, party verification, person, U.S., US, verification, verification services, verification solutions, voice, voice verification

The Pitfalls of Using a Regular Agent

People often ask what makes WebWarehouse different from a regular commercial agent.  The difference is customer satisfaction. 

So many people seem to encounter one problem after another when using a regular commercial agent, but what is it that WebWarehouse do differently?  The truth is simple – we give the customer the service that they want, individually tailored to their needs.

 The following case study was written by one of WebWarehouse’s many satisfied customers, and really highlights the contrast in the types of service he received.

 In late 2008 we were awarded a major contract that we had been tendering for.  The contract involved storage, a large pick and pack operation and distribution, and therefore we needed to rent commercial storage space and warehouse space.  Surely it couldn’t be that hard for us to find warehouse space for rent?Unfortunately, it seemed that nothing was straightforward.  We made initial web enquiries for storage in Bicester, but two of the three companies we contacted did not answer our request at all.  The third company asked our requirements, but took almost 48 hours to come back to us with suitable warehouses to rent.  Only one of the storage spaces seemed to meet our requirements, so we made an appointment to view the premises.The viewing was not what we had hoped it would be.  The building seemed to be what we were after, but the agent was not able to help us with any auxiliary requirements we had, and there was no flexibility with the price.  We were back to square one.

 The second time we went back to Google, we found WebWarehouse.  We made a phone call and spoke to Alan about our requirements, and he took the time to listen to what we wanted, and understand our needs.  Within fifteen minutes of our call ending, Alan had emailed me with his contact details and information on the different services that WebWarehouse had to offer.  In addition, he asked us to provide a “wish list” of any requirements we had, other than simply storage, such as racking, mezzanine flooring and material handling equipment.

 Within 24 hours, Alan had emailed me details of half a dozen suitable storage units in the area, and had arranged for us to view four of these premises on the same day, two days  later.  We were given a guided tour of each of the units, and shown the pros and cons of how each building would work with our list of requirements.  We shortlisted two warehouses, and the following day Alan provided us with a list of pricing options for each building.  The pricing options had easy to understand breakdowns, with an extra price list for each of our “wish list” items.  WebWarehouse  was even able to provide assistance with our move.

 Alan contacted us periodically, both before and after the move.  WebWarehouse now provides us with one invoice each month.  This invoice covers the rental of the warehouse, plus the maintenance, rates and utility bills. 

Article Source:http://www.articlesbase.com/customer-service-articles/the-pitfalls-of-using-a-regular-agent-1290997.html

Tags: agent, Alan, bicester, building, commercial storage, contract, Customer, customer satisfaction, Google, initial web, list, many satisfied customers, Service, space, storage, storage space, storage spaces, warehouse, warehouse space, web enquiries, WebWarehouse

BPO Outsourcing shifts internal job to External Company

BPO Outsourcing means shifting of internal job to external Company, with different geographical location, sometimes. BPO Outsourcing is generally done at different geographical location by USA and UK. These countries find it feasible enough to get their job done from countries like India, as they provide same services at much lower cost.

Through Call Centers India, Companies in Usa and Uk are able to reduce their procurement cost, substantially. Secondly, Small Companies can procure services with ease. Business Process Outsourcing is involved with back-end jobs like billing, payroll processing, data entry, and the like. These jobs are performed with full competence through BPOs, within the stipulated time period.

BPO Outsourcing is absolutely competitive and up to the mark, so clients do not have to worry over any type of services, whatsoever. The best part is that they are able to reduce their cost of services to bring down cost, substantially.

Different benefits of BPO Outsourcing are:

Time Saving: Processing of all the services, by oneself is cumbersome and time consuming. Promoters might lose on their main business tract due to extra time-spending in related activities. When you are an expert in your field, then it is not essential that you are aware of all activities, related to your business. It saves time when you opt for BPO Outsourcing of all essential jobs from some reputed outsourcing Company.

Money saving: BPO Outsourcing is done to reduce cost of operations involved in those services. This is so because, outsourcing partner is apt in services and produce better results at comparatively much lower cost.

Professional touch to services: One business unit may not be best in all related services. One need to go for outsourcing of to service their customers with best possible services. BPOs are filled with professionals who provide their services with maximum efficiency. A professional touch to services creates better response and expertise in your work.

BPO Outsourcing is one of the best options for offshore clients. Offshore Companies are able to generate best results at lowest possible prices. BPO Outsourcing is done for various activities. Clients can take advantage from such offerings and enhance their services.

Jack Morkel is well known author has written article on Call Center Customer Service, Inbound Call Center, Offshore Call Center, International Call Center and many other subjects.

Article Source:http://www.articlesbase.com/customer-service-articles/bpo-outsourcing-shifts-internal-job-to-external-company-1281119.html

Tags: best possible services, BPO, bpos, Business, business process outsourcing, Call, Center, Company, company money, cost, India, india companies, internal job, Jack Morkel, job, Location, maximum efficiency, Outsourcing, outsourcing company, payroll processing, professional touch, time, UK, Usa

Tips For Pricing Your Restaurant Menu

Menu pricing is one of the most important decisions for any restauranteur. It may look easy, but the fact is that you cannot price it simply by your intuition. It requires consideration, observation and asking certain questions. For instance, do you remember your last visit to a market or a mall as a buyer? How many goods had an acceptable price enticing enough to motivate you to make a purchase? In reality, pricing must be an amount that someone else is ready to pay for your service or product.

Creating a restaurant menu is tricky business. Not only does it involve selecting attractive and popular dishes, but also pricing them competitively. Pricing is important not only to make the business profitable, but also to offer good value to customers to win them over.

Tips on Pricing the Food Items › Continue reading

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