Seven Figure Business

Telephone Agent Customer Service

More and more companies are increasing their use of
the telephone as the quickest and most convenient way
of establishing customer contacts. Call centers and
mail order is one of the fastest growing operations
among many industries.

It is essential that all employees represent their
company with a professional and friendly manner. Clear
and effective communication is essential to ensure
that the business is not lost. If your staff is not
trained properly on telephone skills, it can damage
the reputation of the company.

Every customer calling should receive a positive and
seamless service that is professional, efficient and
responsive. Customers who are handled well will notice
the good service, bring more business and hopefully
build a long term relationship with you. Customers who
are not handled well damage your reputation and take
their business to the competition.

Working over the phone can be a challenge. You can’t
see what they are talking about and they can’t see
what you are trying to explain. Clarity is a must when
offering customer service on the phone.

The need for customers to have answers for their
questions and concerns is high, having the option of
calling a customer service representative has proven
to be appreciated as it does not require a customer to
leave their home each time they need help.

If your company has not offered this service, it may
be something to consider for the future. It’s a way to
keep your customers happy and coming back for more.

Customer Service Woes

Regardless of what you do in life, at some point you
will have had to offer a customer service of some
form, if you haven’t had to offer it, you will have at
some point been a customer.

Customer service expectations are high. Even the
smaller companies need to maintain a high quality of
customer service if they want to keep their business
going. Nothing destroys a business faster than a bad
customer experience.

Customer surveys are conducted often to ensure their
customers are satisfied. Mystery shoppers enter your
business and will judge it for the customer service,
among other things.

Customers have voiced their opinions on what they feel
is not good customer service. Some of the things
people have complained about were;

1.Representative does not acknowledge them politely
upon entering their store/restaurant/support desk.

2.Representative doesn’t smile or offer service in a
pleasant manner. A mono tone or scowl on the face can
really put your customers off.

3.Representative is not informed. A representative who
does not know what they are talking about can really
frustrate a customer and leave them with a feeling of
disappointment and helplessness.

4.Representative does not thank them for their patronage.

A few simple facts to consider; if you do not feel
welcome or appreciated in the store/restaurant/help desk
you’ve attended, chances are you will not return and
you will not suggest this location to others.

Keep in mind, the service you would want if it was you
is what your customer deserves.

By Sean Cohen

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!

Customer Service is becoming a lost art, but Sean Cohen wants to make sure that never happens at AWeber Communications! Find out what service is meant to be.

US $1,176.00 (3 Bids) End Date: Friday Jan-09-2009 15:28:31 PST Bid now | Add to watch list