How To Retain Customer Loyalty

Retention is tough enough with your employees, but it can be even tougher with your customers. Luring them in the door with special offers and ridiculously low prices might bring them in the first time, but continuing that trend can take a chunk out of your bottom line profits. You will need to have a means of convincing your customers that your business is worth returning to and any good experience they had will have to be repeated. The catch phrase in the business world is say what you are going... Read more »

First Call Resolution: What About That 14%?

Customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment–this is a given. We also know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (even more than twice or three times) to resolve their issues! This not only frustrates your CSRs and yourselves, but your customers as well. Repeat calls are costly... Read more »

People Shop Price. They Buy Value

Frustrated sales clerk: “I am unable to sell our products because our prices are higher than the competition. Successful Sales Professional: Stop selling products and start selling VALUE” Unless you have a completely unique product to sell chances are you are selling the same products as your competition. OH, your product may be made better, may last longer, and may do a better job for the customer, but to the customer it is still the same product. Most customers think a hammer is a... Read more »

Good Customer Service Is Not Good Enough Anymore

Do you have Renowned Customer Service? Do your customers leave your store / take delivery of your products and think, “Wow, it is so nice to buy from this business!!” Is your business well known / famous for your customer service? Do your customers tell others about you? If not, you do not have renowned customer service. Face it. Your customers can buy the products and service you sell from a lot of different competitors. The only thing you really have to differentiate your business... Read more »

5 Benefits Of Using Virtual Assistant Services

You might have not imagined how helpful virtual assistant services can be for your business! It can indeed be very frustrating to see your to-do list without a single cross mark with each passing day! It is quite a challenge to carry out each activity of your business single-handedly. However, you need not grind yourself under the stone. There is help at hand. Virtual Assistant Services Help You To: 1. Increase productivity - by managing time consuming tasks efficiently, a virtual assistant lets... Read more »

What To Do With Angry Clients

Why is your client so angry when it truly was not your fault? And how do you handle such a situation? Do you figure there is no pleasing some people, or do you attempt to unravel where the point of no return took place? Something went terribly astray. Your first step toward redemption is to apologize, whether your fault or not, just apologize. It is a tough lesson to learn but this action works well. The second step is to quietly listen to the client rant and rave, even foam at the mouth, until... Read more »

Ways to Improve Company CRM

Customer Relationship Management, or CRM, is a business philosophy that strives to improve company profitability through excellent customer service and satisfaction. Everyone enjoys being well taken care of, so it shouldn’t be surprising that CRM really does increase your clientele and improve your reputation. Collect Information To meet customer needs though, businesses must first learn what those needs are by gathering information. Leads are just one of many ways to gather customer information.... Read more »

A Description of Help Desk Jobs

Help desk jobs usually refer to the trouble tickets lodged by an end user. This trouble ticket stores all the information regarding the problem that the client may have encountered. The natural life cycle of these jobs includes creation, modification, resolution and closure. The lodged tickets are either assigned to a helpdesk skill group or a technician. Following are some of the important terms that are used for help desk jobs. 1. Primary Client ID - it refers to the end user who have lodged... Read more »

Finding The Right Business Location

As it has often been said in real estate, location is everything and the same can be said about locating a new business. Obviously, price is going to be a major concern when looking for a place to open your new business, but the potential for traffic flow should be the near the top of the locations requirements. Making sure the building is large enough and sufficient parking is available are all part of the equation, but before signing a lease or purchase agreement, you should check out everything... Read more »

Turbulent Business Times? Focus On The Customer

As technology marches on, you hear about all sorts of marketing: telemarketing, internet marketing, and so on. What you don’t see businesses focused on anymore is the customer. Instead of asking for a name, most companies ask for your “customer ID number”. Instead of saying “good morning, and thank you”, you hear, “which department can I transfer you to”. The customer has truly become lost in the shuffle of electronics and new age gadgets. Customer service... Read more »