How to Part From Clients When Things Don’t Work Out

Being a freelancer offers a lot of benefits. You have no boss to answer to, you can work the hours that suit you, you can take on the projects you want to take on and you have an unlimited e-learning potential. It sounds amazing, but there is always a downside. Apart from the fact that…

Being a freelancer offers a lot of benefits. You have no boss to answer to, you can work the hours that suit you, you can take on the projects you want to take on and you have an unlimited e-learning potential.

It sounds amazing, but there is always a downside. Apart from the fact that everything stops with you (accounting, sales, marketing etc.), a major downside can be your clients.

Before you start shouting, yes, you love your clients (most of them) because they are keeping your business afloat, but every now and then things go wrong and you have to part company with them. Usually, this will be through no fault of your own, which makes it harder to deal with, but the way you handle the situation will say a lot about your business and help you stay on good terms with the client in question.

Even if the relationship with your client started well, over time cracks can appear. Perhaps they start taking you for granted and become more demanding. They take longer and longer to pay your invoices, they appeal over every little thing and nothing you do is right (in their eyes).

Before your sanity starts to suffer you realize it's time to part company with them. It's not an easy decision to make because your turnover will take a hit, but your sanity and well being has to take priority.

How to sack a client

One morning you realize you have no choice other than to sack the client in question. Your stomach will be knots as you consider what to do because you do not want to cause any animosity and you certainly do not want them bad mouthing you to other people behind your back.

The answer is simple: just follow these 3 steps.

1. Professional

You are a professional, so make sure you act like one.

Depending on the reasons behind the sacking, it may be tempting to tell them exactly what you think of them, but do not. Make sure your professional head is on and deal with it diplomatically, even if that means you are taking the blame for something that has nothing to do with you.

Tell them that, on reflection, you do not feel as though you're the right person for the job, or that you do not have the time to give the project that it really needs. Some people even tell their clients that they are having to put up their prices in the hope they will no longer be able to afford them. Of course, the problem with that one is that they might agree to them.

Whatever reason you give, make it sounds as though you are doing them a favor. Of course, none or slow payment of invoices is a different story all together and in that case it's best to be straight forward with them and simply tell them you no longer want to do business with them – politely.

2. Helpful

Once you've terminated your relationship with them, if possible, suggest someone else who may be able to help them.

They'll think you're amazing – even though you can no longer help them, you've gone out of your way to find someone who can. You are amazing.

3. Tidy

Before they leave you, make sure all the 'i's and dotted and the' t's crossed. Do not leave anything unfinished. Make sure the client has everything back that is theirs (if appropriate) and part on a handshake.

Ending a business relationship is never easy, but sometimes you have no choice. Do not get dispondent – you can not win them all and there are just some people out there just you can not help, no matter how many times you bend over backwards for them. Just remember you did everything you could to help, so hold your head high and get on with running your business.

Web Content Writing Services for Small Businesses

Online marketing is both the easiest and most time consuming way that a business can have success online. It is easy in a relative sense. If you ask someone who has owned a business for the last 20 or 30 years, they will certainly share with you how much legwork, money, and time was spent…

Online marketing is both the easiest and most time consuming way that a business can have success online. It is easy in a relative sense. If you ask someone who has owned a business for the last 20 or 30 years, they will certainly share with you how much legwork, money, and time was spent in trying to make a sale before the internet gained popularity. These days, websites like Google AdWords and Craigslist make it easy to have an ad up and running in less than 5 minutes.

Yet online marketing is time consuming because it is a never ending, always changing game. In order to stay ahead, you have to keep up on the new trends and constantly keep track of your website statistics. However, the biggest time killer for online marketing is having to consistently create new web content. When you think of how quickly content like videos, blogs, pictures, and articles can be shared, it looks like any content you produce is forgotten about a second after you post it. Most small business owners barely have enough time to get their day to day activities completed, let alone worry about creating a unique content for their website. This is exactly why web content writing services have gained so much popularity.

Companies that provide web content writing services are essentially online marketers. They research your audience and learn the trends in your industry in order to create content that can be shared and viewed on the internet. Their ultimate goal is to help you brand your business by building a relationship with your customer through informative and entertaining web content.

Web content writing services typically include a mixture of blogging, article writing, press releases, web page content, and web ads. Additionally, many companies will include social media marketing services where they will provide all of posts for social media networks like Facebook, Twitter, Google+, and LinkedIn. Even still, some companies will produce all web content, which can include pictures, videos, and graphics.

Web content writing services are useful to small businesses because they help you to establish a reputation and brand online. Providing informative content related to your industry helps position your business as the authority and will build trust in your ability to provide a good product or service. Online shopping has allowed customers to compare and review products and services before they make a decision to buy. The most important thing a business can do is to make sure that they have created a good relationship with the consumer before they are at the point of purchase.

Providing web content that people are interested in and really looking for is the key to success for any small business seeking to improve or create their online presence. Employing a content marketing company will not only help you get your goals faster, but it will also allow you more time to focus on what you enjoy doing … running your business.

Customer Service Training Tip: Top 5 Tips to Train Your Staff Effectively

It's been said over and over that employees are the most important people in a company. Customers only come in second, as having one will not be possible without a competent, customer service oriented staff. That's why training your staff well is very critical. Let's look at below the top 5 tips in training your…

It's been said over and over that employees are the most important people in a company. Customers only come in second, as having one will not be possible without a competent, customer service oriented staff. That's why training your staff well is very critical. Let's look at below the top 5 tips in training your staff effectively:

1. Discuss your expectations – Talk about your employee and be sure to specify exactly what your requirements are in terms of customer care. Do not assume they know what to do even if they already have background in customer service. The perfect time to do this is during a new staff's orientation so you can instil your customer service culture early on.

2. Equip them with tools – Give your staff all the necessary tools and resources to be able to perform their duties proficiently. This can range from computers, phones, software, machines and anything that will make them serve customers better. Of course, train them how to use these devices efficiently.

3. Let staff know their limitations – Your staff need to know and understand your rules / policies and practices when it comes to serving customers and handling complaints. The more authority and leeway you give them, the more confident they become in dealing with various customers and challenging situations. No need to “speak to a manager,” as issues can be solved right away.

4. Rehearse common difficult scenarios – Go over with your staff some of the most common challenging customer service situations. Coach them appropriate responses to say and not to say. Role playing will make them more confident in dealing with such circumstances.

5. Embrace failures and celebrate victories – Do not consistently emphasize errors. Your team may make mistakes now and then but that's okay as long as they learn from them. Discuss how the issue can be improved next time to avoid the same failure again. As for successes, be sure to revel in them no matter how minute or grand it they are. Doing so inspires your employees to even further perform well in their role.

Remember that customer service training is not a onetime thing. To keep your staff proficient in their roles, it should be done regularly and whenever necessary. Lastly, the most useful training is by being an example. So make sure you're being a great role model to your employees.

How to Empower Your Staff to Offer Amazing Customer Service Experience

Every staff in your company is accountable for delivering an amazing customer service experience, regardless of his / her position. That's why it's crucial to empower your employees so they can make quick decisions when handling various customer issues. Learn below some useful tips on how you can do that. Lose the 'can not' and…

Every staff in your company is accountable for delivering an amazing customer service experience, regardless of his / her position. That's why it's crucial to empower your employees so they can make quick decisions when handling various customer issues. Learn below some useful tips on how you can do that.

  1. Lose the 'can not' and 'no' from your employees' vocabulary. When clients hear you say, 'I can help you,' or 'here's what we can do,' they already feel much better and this also starts the healing or resolution process.

  1. Allow staff to make decisions. Doing so resolves problems right away, saving both parties precious time. Beside, there's usually no wrong decision when it's about helping and fulfilling customers' needs. Also, empowering staff in decision making makes them more responsible and thus careful of their actions.

  1. Apologise and empathise. Inform your staff that it's not always about who is right or wrong. Sometimes, you need to swallow your pride and just be apologetic and empathetic-especially if this means keeping your customers. And when you do, you have to be genuine about it. No one likes a half-hearted or sarcastic 'Sorry'.

  1. Teach them to thank customers for bringing the complaint forward. Sure, criticisms can be such a pain, especially to frontliners. However, receiving one is the only way to find out that there's something wrong. And you can not possibly fix a problem when you do not know what it is. Thanking customers also shows them you value their feedback and their satisfaction is important to you.

  1. Share best practices and tips. You can do this during staff meetings or trainings. Talk about difficult incidents that you're able to surpass effectively. Encourage your staff to share their positive and negative experiences with customers so everyone can learn a thing or two.

Empowering your employees with the right tools and attitude can promise amazing customer service experience every time. Be sure to keep in mind these tips above and watch your number of customers rise.

She Noticed Me! How to Increase Loyalty, Income and Fulfillment in Your Business

Not long ago I was talking with a colleague who had joined a large group program led by a well-known guru. Due to the size of the group, she did not have direct access to the group leader, but the group leader was a big part of the reason she joined. As she participated in…

Not long ago I was talking with a colleague who had joined a large group program led by a well-known guru. Due to the size of the group, she did not have direct access to the group leader, but the group leader was a big part of the reason she joined. As she participated in the online forum, she shared and celebrated an accomplishment. Soon she received a card and a gift in the mail congratulating her – from the group leader. Her reaction was, “She noticed me.”

Being noticed by the group leader mean a lot to her. It made her feel directly connected in a group where she could have been lost in the crowd. That feeling of connection caused her to rave about the program she was in. (That was great free advertising for the group leader which leads to referrals.) It also made her feel a degree of attachment to the leader and the group that made her want to renew her membership for the next renewal cycle. (Client retention equals to higher profits and less work filling the program.)

No matter what business you are in and no matter what the size of your client list, clients look to you as an expert and celebrity. They would not work with you if they did not admire and believe in you. Imagine the impact it would have on your business if each of your clients felt noticed by you. When you take the time to notice their accomplishments and be interested in who they are as a person, they feel more connected to you. We like doing business with people we have a connection with. We feel loyalty to businesses that care about us.

If you want to increase connection with your clients – start noticing things! There are so many things you could notice. You can keep track of birthdays and pay attention to life events like marriages, new babies, kids going off to college. You can even notice the sad events, like loss of a loved one. Watch for milestones and achievements. Did your client win an award or celebrate 25 years with their company? Taking the time to write a quick note or send an appropriate gift is a huge gesture that will touch your client's heart.

Businesses are grown through relationships. The more you can strengthen your relationships with your clients, the more loyal they will be to your business. Greater loyalty not only means greater income, it also brings greater fulfillment to your work. If you need help finding ways to notice your clients, contact us. We can help you find a great gift for any occasion.

Customer Relationship Marketing Contributes to Customer Retention

The key to long term business success is to implement Customer Relationship Marketing in your business which contributes to customer retention. What does this mean? Basically, it means that your goal should be to change one time transactions into repeat transactions with long-term customers, and this involves developing and maintaining strong relationships with your customers…

The key to long term business success is to implement Customer Relationship Marketing in your business which contributes to customer retention. What does this mean? Basically, it means that your goal should be to change one time transactions into repeat transactions with long-term customers, and this involves developing and maintaining strong relationships with your customers so they remain loyal to you.

Customer retention requires customers loyalty, and this loyalty must be demonstrated on a two-way basis. You, as the business owners, must demonstrate loyalty to your customers so that they, in turn, will reciprocate and become loyal customers and advocates of your business.

How does Customer Relationship Marketing Contribute to Customer Retention?

  • Customer Relationship Marketing uses marketing activities that extend beyond basic advertising and promotions to build an emphasis on customer retention and satisfaction.
  • The traditional route of advertising and promotions meant customers were being spoken to . Savvy, informed customers are no longer prepared to accept that. They want to be spoken with and have a say in their relationship with the business.
  • Another benefit of Customer Relationship Marketing is that it goes further than typical market research. Using this strategy allows you to seek and collect feedback from existing customers. This produces a more accurate data, as it's relevant to those whom you're serving and trying to serve. You also get feedback on what's working now and what needs to be improved. This is priceless information because you're now able to find out, in real time, what your customers' needs and wants, as well as expectations, are and determine how you can best meet those needs, wants, and expectations.

Customer Relationship Management is a strategy that organizes the company's customer base through several outputs and collections data useful to acquiring and maintaining new clients. Although similar in name, the practices of Customer Relationship Marketing and Customer Relationship Management are quite different.

All businesses, but especially small businesses, recognize that long-term customers spend more with you, are less likely to switch to a competitor, and are more open considering price changes because they have had time to experience the personal level of customer care that you deliver, and are often willing to pay more as it's offset by their level of customer satisfaction.

Thanks to the growth of the mobile networks and effective use of social media, relationship marketing has seen an evolution in business practices. The process of collaboration is simplified within social media and messaging channels, making it easier for two-way communication between you and your customers.

Social media has opened up the way to deliver exceptional customer service, which is an integral part of Customer Relationship Marketing. By discovering where your customers are “hanging out” online, you have the ability to create a strong presence so that you can interact with them in real time, answer questions, educate, and provide solutions in a timely manner.

Adopting a practice of Customer Relationship Marketing can benefit your business because the marketing is directed primarily to those who have an interest in your services. Because customers are essential to every business, finding the best strategy to maintain strong reliable relationships with them is critical. Customer Relationship Marketing contributions to customer retention. Always keep in mind that it is essential to identify which strategies would be best suited for your business.

How Mystery Shopping Improves Customer Service

Mystery shopping is not a new concept. It has been in use since several years. Mystery shopping companies can actually help improve the overall service and image of retail end companies and brands. Fast moving consumer good manufacturers very heavy on their customer service to help increase sales in stores. However, if the customer service…

Mystery shopping is not a new concept. It has been in use since several years. Mystery shopping companies can actually help improve the overall service and image of retail end companies and brands. Fast moving consumer good manufacturers very heavy on their customer service to help increase sales in stores. However, if the customer service department is lacking in any way, it will affect the company's image and success rate.

Mystery shopping companies are very useful in this aspect. Read on to know how they can help improve overall customer service.

Impartial feedback

When a professional mystery shopping company is hired, they send employees to act as real shoppers at a retail store. The secret shoppers are taught to assess certain things like the attitude of the sales staff, their willingness to help, the level of politeness and so on. Once this data is collected, it is shared with the client.

On the other hand, when you do not hire a mystery shopping company, you need to rely on the feedback provided by the manager of the store regarding the employees. Sometimes, managers may offer feedback that is not entirely true just to protect the people he likes most. On the contrary, a mystery shopping company will offer true feedback regarding the state of the sales staff, thereby helping to improve the overall customer service.

Overall assessment

An in-house manager gets paid to run the store and manage the staff within it. While being a leader and helping the employees grow or improve their quality of service is also part of his job, he may not always focus the relevant amount of time doing it. A mystery shopping company helps provide an overall assessment on the state of the customer service and sales department. This helps the main employer to know where the real drawbacks lie and how he can fix them.

This overall assessment will eventually help in training the staff in the areas that they lack most at.

On Alert and on guard

Employees or store managers who know mystery shoppers may be around at any point of time to secretly assess them always always end up being on guard. They will try to showcase a more professional and cordial image. This 'on guard' sentiment will in turn keep their services at a profitable level. Many mystery shopping companies tend to share the decision of shaving mystery shoppers with their staff and retail outlets. The only thing that may not divulge is the day and time of the mystery shopper's arrival – which of course have to be kept secret in any case.

This also in turn helps maintain better services throughout the sales floors because none one likes to be taken off guard by the top management.

6 Tips To Responding To Negative Customer Responses

Word of mouth can be the greatest, or worst, marketing for your business. More customers who have had a negative experience with your company will tell more of their friends and family than someone who had had a good experience. This is just what happens. This is why it is so very important to focus…

Word of mouth can be the greatest, or worst, marketing for your business. More customers who have had a negative experience with your company will tell more of their friends and family than someone who had had a good experience. This is just what happens. This is why it is so very important to focus on ensuring your customers, every single one of them, have a good experience with your business and employees.

Many people who have had negative experiences will not only tell their friends and family, but they'll also post something nasty about your company and their experience for the world to see, as goes the ability to get information to people all over the world through the internet. There are good ways and not-so-good ways to respond to these negative comments. Here are a few things to remember when responding to negative comments, experiences, and accusations.

Do not be emotional. Someone in your company (maybe even you) will have the responsibility to reply to these negative customer experiences. Do not become defensive of your position or the company. Keep emotion out of the situation. The customer has enough emotion vested for both of you. Becoming emotional about the situation will only make matters worse and will paint a bad picture of your company for other customers.

Remain professional. Do not use vulgarities and do not accuse the customer. Keep your response extremely professional and polite. This will show other customers that you are not a big, mean company that does not know how to handle itself.

Do not include any personal customer information. This is a huge no-no !! Do not disclose any of the customer information within your response.

Do not re-live the situation. Re-writing the situation with the customer is not helpful, especially since it'll be your word against his / her word.

Offer your help. Offer the customer additional assistance with the situation. Offer to call or email the customer to gain as much information as possible to help resolve the situation with the customer.

Keep it short and sweet. Keep your response to one response, unless there are follow-up questions that can be answered in a polite manner to develop a conversation with the customer. Do not drag the situation on and on as this will make your company look bad.

The best bet is to simply acknowledge and apologize to the customer for their bad experience with your company and promise to call the customer to help resolve the issue. Apologize, even if you do not believe your company was in the wrong, and always follow up on your promise to call.

If You Can Say Something Nice – DO!

If you can not say anything nice, do not say anything at all. But if you can say something nice – DO! Lisa Ryan It was my mom's 70th birthday and we drve down to Atlanta (twelve hours) to spend it with her. In my “ideal perfect world,” I knew that I wanted to spend…

If you can not say anything nice, do not say anything at all. But if you can say something nice – DO! Lisa Ryan

It was my mom's 70th birthday and we drve down to Atlanta (twelve hours) to spend it with her. In my “ideal perfect world,” I knew that I wanted to spend the day at the spa with my mom. However, because of my speaking schedule, I did not have the time to actually book an appointment in advance.

If you've ever tried to book a spa appointment for a particular day, you know how difficult it can be, so imagine trying to book TWO same day spa appointments. I was on the phone early on Saturday, calling difference spas and telling the receptionist what I wanted. Most of them practically laughed in my face, “Honey, we are booked up through the end of next month,” was the general attitude.

Finally, in desperation, said out loud, “I need a spa and I need one NOW!” The next website that came up was a spa right in my mom's town. Their website was unimpressive and I would not have changed it if I was not desperate. I called the number and Silvia answered the phone.

I told her, “Today is my mom's 70th birthday and I'd like to take her to the spa.” Silvia replied, “We just had a cancellation, we would love to create the perfect day for your mother.” I said, “Well, I'd like to come with her, can you do two appointments?” She said, “Of course we can.” I really wanted two facials, but because of the technicians that they had working that day, we would have to have one facial and one massage – no problem, massage for mom, facial for me (my favorite service anyway.)

Then Silvia said, “We can even provide both services for each of you.” I said, “Really, we can have BOTH a massage AND a facial ???” By that time, Silvia had created such a high expectation for the day that I did not even ask the price, I just said, “Sign us up.” We got into the car and drve to our appointments.

Silvia greeted us at the door and brought us into the “Relaxation Room.” She pointed my mother to a chair that already had a birthday balloon tied to it and a card ready for her, signed by the staff. She took off our shoes and put our feet up on the lounge chair. She then asked us what we would like to drink. We both ordered raspberry lemonade which she provided provided. After handing us our drinks, she left and bought my mom a tray with assorted goodies – grapes, cheese, crackers, cookies and chocolate. As she offered my mother her tray, she said, “It is my pleasure and an honor to serve you.” She then put together my tray and handed it to me in the same fashion. Wow!

We did not carry our purse or take on or off our shoes all day. The services were far beyond expectation and my mom said it was “the BEST birthday ever.” Mission accomplished.

On the way out to the car, my mother asked me, “Did you notice the bathroom?” I exclaimed, “YES!” Every single time my mother or I used the restroom, the wastebasket had been emptied. It was perfectly clean. The attention to detail was amazing and by taking care of everything, Silvia and the rest of the team created a day that was in a word – Perfect.

What does all of this have to do with your business?

1. Think about how your phone is answered. Do you treat “silly questions” as if they really are ridiculous, or do you look for a “Yes, and” solution to make the situation work for you and your potential client. Smiling while answering the phone works. I could hear Silvia smiling through the phone.

2. When you provide a product or service, do you consider it an “honor” to be of service to your clients? Do you convey that in your tone of voice and come at your business from the place of a servant heart? When Silvia first uttered, “It is my honor and a privilege to serve you,” I had no doubt in my mind that she meant every word.

3. What details are you missing? Is there something you can do that is so simple and yet so unexpected that it leaves an indelible impression? It may have taken Silvia three seconds to remove the paper towels from the waste basket between clients, yet that minor detail stand out above everything else. It showed what an amazing experience that they were able to create just by paying attention.

Take inventory of your thoughts, words, feelings and actions as you go through your day. Your clients do not need to know what kind of day you're “really” having, all they need to do is experience the heart of a servant and the desire to take care of them in the best possible way – details included.

Have fun,

Lisa

Do not underestimate the power of your thoughts, feelings and words, EVERYTHING you do an impression, whether it's positive or negative.

How to Deal With Customer Complaints: A 5-Step Plan

We can not please all people all of the time and the same goes for our customers. Remember, a business is a living entity, made up of people who, at some point, will make mistakes or overlook the obvious. What is important is to draft a plan, stipulating and detailing how your company will deal…

We can not please all people all of the time and the same goes for our customers. Remember, a business is a living entity, made up of people who, at some point, will make mistakes or overlook the obvious. What is important is to draft a plan, stipulating and detailing how your company will deal with complaints. Many companies, in error, are caught altogether off guard when they suddenly have to deal with a ranting, raving and screaming customer on a phone or even worse when they, to their horror, discover that somebody left some real nasty tweets on Twitter.

Complaints are in fact 'health barometers' for a company and should be treated as a valuable method, in order to become the best in your market sector. Follow our 5-step plan to deal with complaints effectively:

1. Create and implement complaint systems – It is important to keep a record of all complaints, and to monitor the resolution process. More importantly, a system such as this can become a critical tool to determine future products or services that will enhance the customer experience. It will also assist as a management tool to ensure that the correct action is taken every time.

2. Form a Complaints Committee – A complaints committee should meet on a weekly basis to discuss complaints and to ensure that they are resolved. It must also have the responsibility of this complaints committee to draft, implement, and revise the complaints policy for the company. In addition, this committee must oversee the problem management and customer management structure and should these structure be absent in the company, ensuring that these are implemented, with the relevant policies and procedures.

3. Empower staff – Dealing with complaints, especially telephonically, can be challenging for most people. Staff must be trained on the complaints process, which should incorporate soft skills, such as thanking the complainant, taking ownership and most importantly, following the correct pre-determined policies and procedures, as determined by the complaints committee.

4. Escalate and Report – All complaints must be escalated to senior and top management. There is a tendency in most companies, to attempt to resolve complaints without involving management. This practice, unfortunately, results in lost opportunities for management to determine possible areas of improvement in staff, as well as in procedural and development areas of the business.

5. Make it public – This is mostly avoided at all cost; businesses in general do not want people to know that there may problems within their service offerings. However, when deal with in the correct way, it is an opportunity for a company to show their customers that they care, that they are human and do make mistakes but most of all, that they will do as much as possible to ensure that, everyone utilizing their products and services, will only receive their utmost best. It is recommended to publish all complaints in a 'Frequently Asked' section within your website, to ensure that customers can find answers but also become aware that you have deal with their problems in a professional and effective manner.

Transparency and honesty, in dealing with complaints, are the key and will go a long way to building healthy, constructive customer relationships. Never view a customer complaint as a negative experience. Rather, always treat it with respect, by turning the complaint into an opportunity, with the desired outcome of better relationships in the company, as well as with the complainant and your entire customer base.

Why Call Center Best Practices Should Always Be Customer-Centric

Your customer care team, be it in-house or outsourced to a call center in the Philippines or any top outsourcing destination, probably implements a long list of best practices to deliver topnotch customer service. Typically, these practices aim to improve the quality of the service you give. They serve as your gauge to determine if…

Your customer care team, be it in-house or outsourced to a call center in the Philippines or any top outsourcing destination, probably implements a long list of best practices to deliver topnotch customer service.

Typically, these practices aim to improve the quality of the service you give. They serve as your gauge to determine if your actions are aligned with industry standards. They may tell you if your staff is passing your company's benchmarks, but do these meet the standards set by your customers?

Your best practices may include motivating your staff, setting a collective goal, and gathering call metrics. These are indeed best practices that a good contact center must have, but they should not be the ones held with the highest priority. Instead, practices that revolve around the customers should bear a higher importance.

Why so? This should not even be a question. Your customers, being the lifeline of your business, should be the main reason why you implement best practices. By knowing how your customers define best practices, your company's customer service representatives will be able to earn the approval of your actual market, not just get passing grades on the scorecards that your own company had set.

The importance customer-centric call center best practices

Martha Rogers, a researcher and theorist claimed that for customers to say that they have been served right, they should receive the exact type of service they want at the exact moment they need it. So even if your practices are considered industry-standard, they could still be ineffective if they do not fit with the consumers' own definition of service.

This exact idea summarized the result of a customer experience analysis conducted by customer experience analytics firm ForeSee. It revealed that customer satisfaction effects the success of a company so much that consumers have in these ways when they get a positive customer experience:

  • They are 238% more likely to recommend a product or service they trust to loved ones.
  • They are 154% more likely to buy a product or service if their last transaction with the customer care representative has been pleasant.
  • They are 174% more likely to call a company again if its representative cave them a good service.

Making your services customer-centric

To know which of your approaches need to be better, survey your market about what they want to improve with your brand or the way they are handled by your customer care representatives. Listening to feedback or complaints will help you map out not just as a one-time remedy but a permanent solution that your call center agents should follow as part of their set of best practices.

Below are some of the common complaints that contact centers receive and how you can avoid them through customer-centric practices:

1. Repeating the same information over and over again

Customers find it frustrating when the information they have given to the interactive voice response (IVR) system is lost once they are transferred to a human customer service representative.

To resolve this, the caller's information should be available to the representatives before they get in touch with the customer. Basic customer input like the name, contact details, and address should be available in the database so that your staff could spend less time retrieving or collecting data and spend more time attending to the customer, solving his product issue.

2. Confusing customer service tool or interface

Instead of helping alleviate the problem, your customer service menu can worsen it if the interface is too complicated or time-consuming to use.

Give your customers a less confusing experience by making your customer care software more visual. With this, customers (especially smartphone users) can navigate directly to the action they want without listening to a list of options before they can select a category where their concern falls under. This would not just provide convenience but also prevent callers from misdirecting calls just because they do not have the patience to go through the complex interface.

3. Waiting for too long

This is perhaps one of the most frustrating things that a call center can do to customers because it makes callers feel that the company wastes their time.

Having a multi-channeled customer service could be your best solution to this problem. Since it is inevitable for customers to wait (at least for a moment) before they could reach a live phone agent, the contact center should offer alternative channels such as their social media profiles, live chat, or self-help options (FAQ and customer service apps) where callers can request for a call-back or find a quicker solution without the need to converse with a representative.

Automated Appointment Reminder Service – Advantages of Sending Text Reminders

If you are managing a busy medical office, then the most difficult task is to send appointment reminders to the patients. To become successful in this competitive business world, you have to be up-to-date with the new technology. In this fast-paced world, people tend to forget upcoming appointments because of the busy work schedule which…

If you are managing a busy medical office, then the most difficult task is to send appointment reminders to the patients. To become successful in this competitive business world, you have to be up-to-date with the new technology. In this fast-paced world, people tend to forget upcoming appointments because of the busy work schedule which results in no-shows. With the help of an automated appointment reminder service, you can send reminders to your patients regarding the details of their upcoming appointments. After receiving the reminders, the patients will come to the medical office on the date of appointment for consultation. Thus, medical offices can reduce the number of patient no-shows by using this service.

Text or SMS messages are the most efficient and easiest way of sending appointment reminders to the patients. Today, people are carrying mobile phones with them always. The patients will read text reminders as soon as they receive them, which enable them to reach on time at the medical office for consultation. Here, text reminders are the easiest way to communicate with the patients. You can access designated appointment reminder service through a web browser to schedule text reminders for the patients using a Smartphone or laptop.

By implementing an automated appointment reminder service at your clinic, you can make sure that the messages are received by the patients with the option of receiving text answers from the patient. This enables the medical office to re-schedule the missed appointment to another day. The system also assigns the vacant slot of that day to other patients depending on the priority of consultation. It also has the option of sending recurring text messages to the patients. Recurring text messages are used to remind the patients about the follow-up treatments. This feature allows you to schedule weekly, monthly and yearly reminders without making any errors.

Before choosing an automated appointment reminder service, it is important to find out the features offered by the service. Text reminders not only reduce no-shows, but also save money and time of your medical office. You can increase the credibility of your business by using this online service as you will get enough time to concentrate on patient care. The personalized message templates available with the service will insert the name of the customer and appointment time into the text messages to send customized messages. Enjoy the benefits of sending text reminders by using an automated reminder system at your medical clinic.

Business Answering Services – A Key to Success

All kinds of communication are very important, especially in the business area. That is why we put a lot of effort in developing our communication skills. Today we have the whole package of various communication ways. The variety of ways to communicate is so significant that it is impossible for one single person to be…

All kinds of communication are very important, especially in the business area. That is why we put a lot of effort in developing our communication skills. Today we have the whole package of various communication ways. The variety of ways to communicate is so significant that it is impossible for one single person to be an expert in all of them. That is why answering services had gathered a strong team of professionals who understood the importance of being aware of changing trends. They are able to adapt to all communication methods and ensure our development and success. Using a live phone answering service is one of numerous communication ways; however, if using it smart, the organizations will become very strong competitors in the business world.

Alternatives to Phone Answering Service

Before we start talking about call center services, other business communication ways should be stated. No matter how small or big your organization may be, you will definitely require using the combination of communication methods. One of the best ways to turn down all unnecessary business communication methods is to follow the trade cycle:

1. Business Awareness / Marketing. This is the beginning point of the future success in business. It may include everything from traditional marketing advertising to modern social media business accounts as well as the webpage. It does not matter if your communication path is based on your phone book listing or getting numerous 'Likes' on your commercial social media homepage, the main goal is to inform your target audience about your existence and make potential clients be interested in your company .

2. Business Interaction / Direction. Once your organization succeeded in capturing the attention of potential clients, it is time to lead them to the thought of cooperating with you. Making your future clients interested in your company may be in a form of online answering service, which deals with text messaging, chatting, etc. that would help client-seller information exchange.

3. Final Stage . This part is the most important because it defines the success of business communication. The vast majority of companies still consider e-mail and phone as primary communication tools that help to close a transaction. However, many potential customers may want to know more about your company by using new answering sources. On the other hand, by calling you, the customer shows the desire to cooperate with you and your company. Obviously, live phone answering service can go in connection with e-mails or chats.

Do You Handle Your Own Live Phone Answering Well?

For the last few years, serious changes in communication methods have been observed. Ten years ago, the most famous Internet sources such as YouTube, Facebook, etc. did not exist, and any person had web communication devices that could at least partially compete with current smart phones. As for the final stage of business communication, it obviously did not change and it is the reason why many organizations remain loyal to live phone business answering services and do not consider latest innovations.

In fact, modern technologies had made the collaboration process more instant. Current and future customers can get information about you from the webpage or social media account and consider other communication paths. However, when it comes to an actual collaboration, these communication methods are not perfect and the customers will need to wait. Well-organized answering services for business will help your company with communication problems elimination.

Why UV Business Cards Help You Achieve Your Branding Goals – Helps Build Your Brand

Business cards can make for impactful public tools if designed and used strategically. A prospective customer will notice the finer details of your card including the design, the information and overall look and feel. UV business cards are coated with a glossy and shiny UV or Ultraviolet coating. This coating gets applied to the cardstock…

Business cards can make for impactful public tools if designed and used strategically. A prospective customer will notice the finer details of your card including the design, the information and overall look and feel. UV business cards are coated with a glossy and shiny UV or Ultraviolet coating. This coating gets applied to the cardstock and passes through a machine using UV light. This process hardens the coating making it shiny and permanent.

Businesses are going for unique business cards in order to stay ahead of competition and add a wow factor to their own brand and imagination. UV coating improves the entire look of the card giving it a premium edge. You may think that gloss can work the best but if you consider getting UV cards, there are key benefits of the same.

Some of the features include:

Protection: UV visiting cards are very durable and make for good long term investments. They are dust proof, scratch resistant and are protected against rough use. This makes it a unique business card as they remain fresh for a long time in terms of look, feel and appeal. This sturdy quality makes it a good card to give customers to store over long periods of time. This helps in your card being relevant and easy to refer long after you have given them. Nobody likes to keep dusty, torn and mangled cards. This coating keeps away grime, dirt and dust.

Add the extra wow factor: These cards make for best visiting cards as the UV coating adds a new dimension to your design element, logo or brand identity. This makes it a good looking, stylish, elegant business card. The same impression is made on your prospect customer instantly. Due to dust and grime resistant features, your prospective customers like it, gaining extra brownie points for your image / business.

Adds to brand imagery: UV cards make perfect business sense. They come across as strong statements about your brand image, building confidence in the minds of the prospects receiving them. Once they receive a unique business card like this one, they are less likely to forget you or your companies, helping you build brand recall and create value for them.

Perception: As the UV material is free of chemical solvents, and do not emit dangerous chemicals when used, they are green and environmentally friendly. This gives a perception that you are a responsible business and you promote a safer and greener world. For a corporate which is big on sustainability or environmental protection, these are the best cards.

Clear like crystal: UV coating makes the card look clear with the images and colors coming across very clearly. This makes for unique visiting cards.

Stand out: By using UV business cards , you are sure to stand out from your competition. The aesthetics will be enhanced and your card will create long lasting relationships when people remember your card and your company due to this feature.

The next time you are looking at making a long term investments towards building your image and gain customer's trust go for UV business cards. Print business cards using UV coating for long lasting effect and maximum impact.

Key Points To Remember For Air Conditioning Installation In Your Establishment

It is crucial for every business to provide a healthy working environment for their employees to ensure efficiency during business operations. Even more so, it is very important for every business to provide a welcoming environment for their customers particularly when there is constant traffic coming in for people who want to take advantage of…

It is crucial for every business to provide a healthy working environment for their employees to ensure efficiency during business operations. Even more so, it is very important for every business to provide a welcoming environment for their customers particularly when there is constant traffic coming in for people who want to take advantage of what your establishment has to offer. Remember how every walk in is a potential client and your potential gain.

You want to encourage your workers to do more at work. You want to ensure your customers buy first before leaving your store. You encourage productivity among workers if you give them an efficient working environment that will keep them focused. You ensure sales when you provide a comfortable area for shopping that will make your customers keep coming back for more.

In order for you not to miss any business opportunities, you ensure your restaurant, shopping mall, supermarket, bank or your office is ready to welcome people, employees and customers, at any time. One really good way to do it is to ensure that you have a reliable air conditioning system installed in your promises by the most reputable service provider. Reputable specialists usually offer clients with options among the single and multi-split systems, VRF systems, chillers, server room units, close control air conditioning, high density and telecoms cooling.

Prior to installing your air conditioning system, the company should have already manufactured air conditioning inspections. This is to make sure that your system is eco-friendly and does not violate the legally binding carbon reduction targets of cutting emissions by 80 percent when the year 2050 comes. Also, this is to make sure that only trained and certified in the handling and disposal of refrigerators are working on your system. You can check out if the company has legal certification through the Environment Agency holding the hold a full F Gas Company Certificate and SafeContractor Accreditation.

When the need for maintenance services arises during your use of the air conditioning system , your company should be reliable enough in terms of providing a 24/7 call-out facility and guaranteed response times wherever your business is located. Otherwise, it may get really difficult to count on them during emergencies that have a huge impact on business operations.

Response times should be highly critical when you are a data center with loads of communication hardware to protect from overheating and system crashes as this would require stable air conditioning system all throughout the day.