Tips On How To Get The Most From Customer Service Representatives

Almost every company has a customer service desk that is meant to handle all the customer complaints. Most of the representatives are friendly and are always ready to help you. While this is the case, it does not mean that you always get what you are looking for. This is because many people make plenty…

Almost every company has a customer service desk that is meant to handle all the customer complaints. Most of the representatives are friendly and are always ready to help you. While this is the case, it does not mean that you always get what you are looking for. This is because many people make plenty of mistakes. To help you out, here are tips on how to get the best service from the representatives.

Prepare yourself

To get your problem solved you need to know it. If you are having a technical issue with your online or electronic service you should know the exact problem so that you can explain it to the representative. If you are disputing charges that you feel might be wrong, first carefully go through the charges and come up with a rationalization as to why you feel that the bill is wrong. To make the work of the representatives easy, always know the solution that you are looking for

Be patient

If the company is large such as Telecommunications Company, chances are that the company receives hundreds of calls every minute. Due to this, all of the representatives may be engaged because you have to wait for your turn. In other cases, the representatives may not be able to resolve your problem immediately so have to look up for the solution or consult.

To have a great experience you should be patient. This calls for you to ensure that you have enough time. If you are in the office, set aside at least 30 minutes so that you can comfortably communicate with the representatives. When communicating, always ensure that you do so at a quiet pace. You also should be away from distractions such as computers and cars.

Be nice to the representatives

Yes, the representatives are paid to listen to you, but they are not invited to entertain a rude person. Regardless of how irritated you are by a service, you should not keep your cool. Once you are connected to the customer representatives, speak in a professional tone. You should always say “please” and “thank you” when appropriate. It's common for the representatives to ask citing questions. You should answer them without getting snappy or feel like they are wasting your time.

While you should be nice, you should not shy away from showing your dissatisfaction with a product or service. If you had ordered a product and you are still to receive it, let the representative know that you are feeling taken for granted and your business not given the seriousness it describes. As mentioned above, you should state the solution you are looking for.

Conclusion

These are tips on how to get the most from customer representatives. In most cases, the representatives will solve your problem but if they do not, do not hesitate to take the complaint further. For example, you can write to the director or president of the company.

How Retail Call Center Services Can Improve Their Customer Service Experience

Satisfied customers will not just come back to you but also recommend you; when they are appeased with what you are offering, they recommend you to acquaintances thus becoming a walking advertisement. This is the reason why customer satisfaction should be the topmost priority for every business. If you are a business owner then you…

Satisfied customers will not just come back to you but also recommend you; when they are appeased with what you are offering, they recommend you to acquaintances thus becoming a walking advertisement. This is the reason why customer satisfaction should be the topmost priority for every business. If you are a business owner then you should necessarily implement the changes that can aid in boosting the customer satisfaction rate.

What Makes an Organization Great? The Starbucks Story

When we think of excellence in business or what is known as Best in Class, what is it that drives such a company? Quite often it is as simple as being excellent at customer service. We have all seen companies that are terrible at customer service. It is not that these organizations think the customer…

When we think of excellence in business or what is known as Best in Class, what is it that drives such a company? Quite often it is as simple as being excellent at customer service. We have all seen companies that are terrible at customer service. It is not that these organizations think the customer is not right. In some instances it's as if the customer does not count. Somehow these organizations consider the customer to be a necessary evil to their business and treat them as such.

What business could exist without customers? Since the answer is, none, why is so little significance often placed upon customer satisfaction? Even the term customer satisfaction is mediocre term. For some companies customer satisfaction is far too little. These organizations want raving customers, lifetime customers; people who will drive others to the organization for products or services. To these organizations a satisfied customer is one that did not get the organizations best.

Is Good Enough, Good Enough?

There is a significant difference between good customer service and raving customer service. The difference may seem philosophical but can be the determining factor between surviving and thriving in your business in any economy, especially today's. Many organizations, too many, would look at creating raving customer service as a waste of time and resources. Often these are the same organizations that struggle in down economic times and then wonder why.

Business decisions throughout the organization are made every day that impact customer service. How do businesses move from good to great? The first thing to understand is that without customers there is no business. So customer service should be ranked as a high priority in any given business, possibly the highest. Sounds simple, but many businesses will not put forth the effort; they consider good enough to be good enough. Others would like to become great but struggle with providing the right kind or level of customer service for many seemingly significant reasons. These latter organizations look to protect what they have instead of searching for ways to be better or great. As one associate put it, “they're keeping an empty dog ​​dish!”

What moves a company from good to great? For one thing it is a deep internal understanding that customer service is not a division or group within an organization. It is the whole product or reason for the organizations existence. The customer is the reason for the organization. Therefore, for these organizations the whole organization needs to be totally focused on the customer.

Being the Best!

One only needs to look at Starbucks. Starbucks took a cup of coffee and built a world-wide dynasty around it. Starbucks did not accomplish this by focusing on great customer service, which it has. Rather Starbucks determined that the whole organization is about customer service. Everything at every level within the organization is about servicing the customer the best way possible. This way of thinking about customer service creates a unique and satisfying experience at Starbucks for the clientele. Who does not like Starbucks? Every time I get one of the Starbucks gift cards my wife takes it from me. That's loyalty to a brand.

To be great, customer service should be the defining and driving force within a business. It starts at the top and inculcates the organization from top to bottom and side to side. At Starbucks every employee is taught the coffee process from start to finish. They learn every step of how Starbucks delivers their coffee from growers to the individuals handing you your mocha at the counter. Starbucks is not about great coffee, but rather Starbucks is about great raving customer service over a good cup of coffee!

Starbucks Principles:

“Our coffee has always been, and will always be, about quality. We're passionate about ethically sourced the finest coffee beans, roasting them with great care, and improving the lives of people who grow them. ; our works is never done, “Starbucks (2014).

Starbucks immerses their partners, as they are called at Starbucks, in every aspect of the coffee business from the drawer to the partner who hands the coffee over the counter to the client. Is this how most organizations you are familiar with operate?

Consider for a moment that this gigantic corporation was built over a cup of coffee. Does not that impress you? I can make a cup of coffee at home in my high-end coffee maker. I can get pretty good coffee too to use in that coffee maker. However, I still stop at Starbucks and obviously so does my wife. Why is that? It's because of the people and the experience you have at Starbucks. Starbucks desires to be great, they have earned it.

Best in Class

I'm often frustrated with organizations that can not see the value in becoming very good or even darling to be great. Where are the organizations that want to be Best in Class and not an “also ran?” I do realize that the cost often outweighs the gain by being better than just good enough from an accounting perspective. Starbucks as well as the other organizations that refuse to be mediocre considering anything less than the cost of being great as a waste of revenue!

Maybe mediocrity is a foregone conclusion in this homogenized, digitized, and miniaturized world in which we now live. If we can not have it at Giga or Tera reasons, why have it at all? Every cell phone I've owned in the last decade has had bugs in it. We put up with all sorts of problems just to have the newest, fastest, smallest phone in the neighborhood. Who cares about quality or price right?

Who has the best phone is a relative concept based on the newest technology which changes at least every year. What sets these organizations apart is not their technology but their customer service. In that battleground Apple wins. You can walk into an Apple store with a shattered phone and in twenty minutes walk back out with either a totally fixed phone or a new one! That's hard to beat today in the highly competitive cell phone industry. If you have not noticed Apple has raving customers.

Some organizations want to compete on price and fight for market share there. That's understandable but you are always under pressure to lower price and give more away to win that market share. There are a few because that desire to compete at the top. These are the organizations that usually do well in good economic times and bad. Rather than fight over pennies, guarding an empty dog ​​dish, these companies choose to be defined by the quality of their offers and how they deliver their customers the Best in Class.

Maybe I'm just a dinosaur and living in my own fantasy world so I guess I wonder just how important is best in Class today?

References
Starbucks, 2014. J., Michelli. Leading the starbucks way. McGraw hill, New York.

How to Create an Amazing New Customer Experience

The most important thing about a new sale is what happens AFTER the sale. It costs five times as much to attract a new customer than to keep existing ones.

The most important thing about a new sale is what happens AFTER the sale. It costs five times as much to attract a new customer than to keep existing ones.

Proofreading – How Can They Save You From Delivering Wrong Contents?

Proofreading is one of the important tasks done by the organization to provide error-free documents, articles, and other contents. Without the help of the proof readers, one could not recognize the mistakes and correct them as per the sentence. If the article has multiple numbers of errors, it may affect the standard quality of work…

Proofreading is one of the important tasks done by the organization to provide error-free documents, articles, and other contents. Without the help of the proof readers, one could not recognize the mistakes and correct them as per the sentence. If the article has multiple numbers of errors, it may affect the standard quality of work delivered by the organization and lose the trust of the clients. It is quite obvious that people look for excellent work and will look for those firms whose performance is above par.

More About The Proofreader Professionals

The proof reader individuals are highly knowledgeable and are vastly acquainted with the nitty-gritty of grammars. The proofreading industry is becoming quite competitive with the range of individuals who are hiring for the job role. With their intensive knowledge and expertise, the industry is blooming. To distinguish a proofreader from the crowd, the firm should check his or her certificates, the knowledge she holds on English grammar, and the professional experience she had in the relevant field.

Where Are They Hired The Most?

Nowadays, proof readers are required in almost every industry, but they are found to be highly functional in the publishing industry, financial & marketing sector, and software development sector. If you do not want to hire a proofreader, you can also get the job done through the freelance services provided by them. The publishing industry survives only through the writings and if the write-ups consist of numerous errors, it can lead to a huge consequence. The proof readers act as a channel that corrects every mistake on the piece of article and submits a curated one that everyone will love to read. Similarly, the documents published in the financial and marketing sector need to be proofread thoroughly as it contains different facts and data. These individuals act as a quality checker in the software development company. The enterprise hires content writers to render various blogs and articles over multiple projects, so, there should be a body who should check the quality of contents before uploading them on different sites.

More On Their Responsibilities

It is often thought that the job of the proof readers has been to rectify the grammatical errors, check spellings & punctuation of the story, but it is more than this. Their foremost function is to check the edited copy as per the proofs referred by them. Checking page numbers, headings, titles, table of contents, appendices, index, etc. are generally transported by them. With their wide vocabulary in English, they can choose suitable words to insert on the paragraphs or even delete them. They check where the entire writing has a consistent font or size. Any inconsistencies in the typography and layout of the article, it is the job of the proof readers to fix them.

Choose The Best Courier Service Company For Efficient Package Deliveries

As much as communication has been eased by technological developments, courier services are still very important. They make it possible for you to send personal or business package to your clients or relevant recipients. The best thing about courier services is that you do not only only able to enjoy local deliveries, but you can…

As much as communication has been eased by technological developments, courier services are still very important. They make it possible for you to send personal or business package to your clients or relevant recipients. The best thing about courier services is that you do not only only able to enjoy local deliveries, but you can find a company that also offers international deliveries to make sure your packages arrive safely to the other side of the globe.

E-commerce businesses seem to benefit very much from courier services, but they are services that can prove beneficial even for individuals. With so many companies offering these services, however, you would need to have a little cautious when choosing your service provider to enjoy the very best of the delivery services. By looking at a few elements you will be in a position to select a provider you can trust with every one of your parcel delivery needs.

Experience – It may not always be an element to tell you how competent a company is but some experience delivering parcels can give you assurance that the company is not testing its service with your package. In as much as it could have been a new company, the team should have made experienced drivers and staff members who have probably worked in such a setting before. This way, you can be sure that the company has what it takes to handle all kinds of parcels including those that could be delicate and fragile.

Timeliness – How much time does the company take to make local deliveries? What about international shipments? The last thing you want is a service provider who takes forever to deliver your parcels so compromising your business in case yours are deliveries that are business related. Delays can also interfere with your personal schedules and expectations and it is there before important to work with a courier service you can trust to make fast reliable deliveries.

The services – It could be wise to work with a company offering only local deliveries if those are you need most. But in case you have international shipping needs or there are probabilities of the same in the future, you might want to work with a courier service that has international presence too. Still on services, find out what kind of parcels it handles. A good company should be able to take care of your small envelopes all the way to heavier freight and oversized loads. Make sure the services offered are good enough to meet your requirements previously and in the future as well.

Proper tracking system – When your package is covering long distances, you might feel anxious wondering current location and whether it got safely delivered or not. To give you peace of mind, always choose a company that offers you access to a reliable tracking system or updates so you know exactly how far the parcel is and even get notified once it gets delivered to the rightful place or person.

Your Call Center Outsourcing Vendor Can Be Evil

A lot has been said about how customer service industry is turning out to be a bane for businesses but let me just clarify that the truth is absolutely disparate. Customer service industry has been a source of massive development in the business domain and without it, any enterprise can not survive. These business centers…

A lot has been said about how customer service industry is turning out to be a bane for businesses but let me just clarify that the truth is absolutely disparate. Customer service industry has been a source of massive development in the business domain and without it, any enterprise can not survive. These business centers have enabled uninterrupted communication between businesses and customers, which of course has helped in generating better revenue. No matter what the core competency of a business is, its fate is dependent on the customer support process. Call center industry removed this vital fragment from the structure of commercial organizations and enhanced it; the customer service experts worked hard to develop strategies that improved customer retention rate and helped businesses earn better profits.

However, call center outsourcing vendors can be evil; yes, you read that right and even the most well-established contact center might be absolutely dysfunctional. You need to steer clear of such vendors and should not be deceived by their fake promises and too good to be real offers. Quality service comes at a cost and you should be ready to pay that instead of looking for a cheaper alternative. This will certainly help you in attaining customer support services that can boost the growth of your business. Following are few factors that you should needlessly assess while hiring any of the call center outsourcing companies in order to stay at bay from deceits and frauds:

• Firstly, the contact center vendor must have a well-equipped commercial facility that can qualify to be a call center in every aspect. From high-tech equipment to an ambiance that can help CSRs work efficiently, your contact center should have it all.

• Apart from this, the training and recruitment process speaks volumes of a call center's efficiency. A call center outsourcing vendor who works with a streamlined training and recruitment process will certainly be more efficient than the one who does not.

• Employee retention rate is another factor that you should consider before outsourcing call center services. This is because happy and satisfied employees serve customers better in comparison to unsatisfied employees. A good employee retention rate naturally delineates that employees are satisfied with their jobs.

• Last but not the least, your contact center vendor's experience and credibility is something that counts. He should be reliable and should have a good amount of experience in the domain.

There are many other factors that you should consider while hiring a contact center. However, these are the major ones that you should certainly not miss.

How Custom Product Boxes Can Benefit Many Businesses and Retain Customer

Custom Product Boxes At this modern era success comes to those who are adopting unique marketing techniques for their brand to stands out in the competitive market no matter what you are offering. With this intention to grab customer's attention quickly, your product packaging needs to be different from their competitors. Keeping this in mind…

Custom Product Boxes

At this modern era success comes to those who are adopting unique marketing techniques for their brand to stands out in the competitive market no matter what you are offering.

With this intention to grab customer's attention quickly, your product packaging needs to be different from their competitors. Keeping this in mind the custom product boxes is an awesome marketing tool for offline advertising to represent their brand to fit your market needs.

Increase Potential Customers

Jonathan Asher, executive vice president, stated at Perception Research Services, that these boxes have one key advantage over other advertising techniques – that is why advertising will not be replaced by this.

Advanced techniques and printing technology are used to captivate the consumer's attention to their brands reasonably.

These boxes come in many different vibrant colors, shapes and sizes. Beautiful and special custom product boxes give a buzz to your business and visibility without putting a further cost on an advertisement they reach a large number of audience.

These boxes can play a vital role in online shopping to create 'wow' experience because consumer when typically shop online, once they receive package that's look appealing this made the long lasting impression in their mind.

Here, custom product boxes are worth investing however it costs a few dollars more, but one can certainly get a huge discount if the order in bulk.

Increase in Revenue

Custom product boxes are designed to reach to your target audiences through marketing messages embossed on. With this aim to reach most of the potential customers without spending an additional penny on advertising, companies can often reach into new demographics. As a result, companies can generate good revenue more than which they took for makeup costs of custom boxes.

Silent Marketing

According to the research of e-commerce business which uncovers the fact in its recent poll, that many customers use custom product boxes in their homes, offices or in their garages to store things, in this way they keep reminding them their WOW experience with your product . Using this technique they can hit their target audience.

These boxes carry product details, marketing logos, corporate logo and other additional information related to their products.

In addition to this, these boxes come in a variety of designs and shapes. To increase the product visibility Window or die cut designs are available for customer's quick glance. Some custom product boxes come with handles on which help consumers to carry safely. Bows and ribbons are the add-ons which enhance the customization.

Provide Protection

Different types of packaging materials used in making of custom product boxes such as Cardboard, Corrugated materials, etc. which determined by the client.

However, custom boxes may use information or symbols which required particular carrier handling safety information and warnings. Although, it reduces the damage of fragile or other electronic products. In this way, companies can reduce their overhead cost by retaining their customers.

Here, custom product boxes not only acts as a great advertising tool but also helps in generating good business.

6.5 Hard Truths on How to Provide World-Class Customer Service

6.5 Hard Truths on How to Provide World-Class Customer Service The urge to deliver world-class customer service is the differentiating factor between you and your competitor. Your customer service representatives hold the ultimate power to attract or push away your customers. Good customer service leads to satisfied customers. In turn, this provides a snowball effect…

6.5 Hard Truths on How to Provide World-Class Customer Service

The urge to deliver world-class customer service is the differentiating factor between you and your competitor. Your customer service representatives hold the ultimate power to attract or push away your customers. Good customer service leads to satisfied customers. In turn, this provides a snowball effect as your client base grows the more satisfied customers you have. A good customer experience will translate into a better reputation for your business.

Below are the hard truths about customer service that should never be neglected.
1. Customer service impacts customer trust
The only reason you still have a business to put your name on is that people are willing to pay for it. The day your customers stop paying for your service is your last day as a successful business. If you, as a customer representative, fail to earn the trust and respect of your customer, he will not be coming back. It's really that simple!

2. Bad experiences may be forgiven but not forgotten
According to a research study conducted by the Dimensional Research Center, 39% of the people who have had bad customer experiences are more likely to wait two or three years before doing business with you again. This means that even when companies make up for the wrong they did, chances are it will still not be forgotten and will impact future buying decisions.

3. Customers will not come back if you fail to satisfy
It's not up to you to decide whether your business will prosper or not. It's in the hands of the customer. If your customers are not satisfied with your offerings, they will switch to alternatives the first chance they get. The most loyal customers at times turn disloyal – often as a result of poor customer service. Fail once and you may never be able to recover fully.

4. The power of social media can not be ignored
Social media and customer service are a match made in heaven. Another hard truth that can not be ignored is not monitoring what others have to say about you on social platforms. It has become imperative for companies to respond to both the good and the bad to engage with their customers on a one-on-one level.

5. Customers do not like to explain things repeatedly
One of the most important facts that simply can not be overlooked is that customers hate it when they are repeatedly asked to explain their issues to multiple people over the phone. If the ultimate goal is to offer world-class services, companies must approach the trifecta: a trained employee, a satisfied customer, and more sales.

6. Bad experiences will branch out more quickly
Bad customer experiences can destroy a company's reputation. In addition, a bad review is trusted and looked at more often than a positive one. In today's technologically driven world, people are more likely to believe in a stranger's words than a business's word.

6.5 The secret to offering world class customer services
Companies who wish to provide world-class customer experiences have to stay focused, vigilant, knowledgeable, responsive, honest, and cooperative. As long as you continue to “be there” to pick up the phone and facilitate your customer with what they want, you will continue to prosper.

Three Words You Never Want Your Customers to Say (or Think) and How to Avoid Them

You probably can put together a lot of three-word phrases you would rather not hear from your customers, like, “Lower your prices,” or “I want a refund” (I fudged a little on that one). But those are not the three words that concern me because they can be easily deal with. I'm concerned about three…

You probably can put together a lot of three-word phrases you would rather not hear from your customers, like, “Lower your prices,” or “I want a refund” (I fudged a little on that one). But those are not the three words that concern me because they can be easily deal with.

I'm concerned about three words that you not only do not want to hear, they should never even cross your customers minds if you are properly interacting with them. The three words are, “That's not fair!”

It's Part of Our Culture
This concept of being fair is part of our culture and has been drilled into us since we were kids. We've been taught to form lines and take turns and “everyone gets a chance” and one-person-one-vote and to flip a coin when there is a dispute because “that's only fair.”

Because it is so deeply ingrained, we get really angry when someone does something to us we consider unfair. (Think about the last time someone cut in front of you in line.)

Fairness is always in the back of your customers' minds, and they use it to evaluate your business. For example, they evaluate whether your prices are “fair” given what others are charging and the quality of your goods and service.

And your customer service is being judged as customers evaluate whether they are being treated fairly in their interactions with your business. Is the time they waiting for service fair given the number of other customers and employees present? (ie, “Why are not more checkout lines open given all the employees I see?”) Is the employee's behavior fair in terms of time spent in the interaction and comments made? (ie, “Why do not they seem interested in me as a customer given all I'm spending?”)) Are they being treated fairly when they have a question or a complaint? And what about the solution offered? (ie, “You ask if I found everything at checkout but do not help me when my answer is 'no'.”)

You do not want your customers to be thinking, “That's not fair!” This strong negative emotion can lead to loss of customers. Strong negative emotion can produce strong negative promotion as customers tell others about their “unfair treatment.”

Equal and Fair Are not the Same
You might think that fair treatment means equal treatment. And that would be incorrect. Why? Because your customers are not just comparing their treatment to that of your other customers. They are comparing how they are valued by your business to their treatment by other similar businesses. They are also comparing your treatment of them to the inner concept of fairness that they have developed over time.

For example, I used to go to a doctor who routinely had me waiting 45 minutes past my appointment time. Friends who went to the same doctor told me they had the same experience. So we were all being treated equally. But was this treatment fair? Not as far as I was concerned. So I found a different doctor who cut my wait time to ten minutes.

How to Increase Your Fairness Quotient
Sometimes due to circumstances, we can not give our customers the amount of attention they want, to serve them as quickly as we should or solve their problems or handle their complaints the way that they would prefer. While customers may not be generally happy about this, they are more likely to be accepting if they at least feel they were treated fairly. Here's how to accomplish this:

First, reevaluate your behavior, policies and operation. Is what you are doing really fair to your customers, or does it just reflect inflexibility, bad policy or poor business operation? If you believe what you are doing is fair or can not be avoided given the situation, apply one or more of the following:

* Explain why – Tell customers why you were delayed, why you can not do what they want, etc. The explanation needs to be more than, “That's the way it is,” or “That's our policy.” A proper explanation increases understanding and perception of fairness. But make sure it does not sound like you are giving a lecture in the process.
* Let the customer explain – If the customer has a complaint or concern, give the customer a fair hearing. Not doing so or cutting the customer off will make the entire process appear unfair.
* Express empathy – The perception of fairness will be greater if customers believe you understand how they feel.
* Apologize – When customers are inconvenienced or otherwise made upset with your actions, an apology is only fair.
* Emphasize the positive – Emphasizing what you can do rather than what you can not do will increase customer perception of fairness.
* Invoke fairness as your goal – Explain how what you are doing is the fairest action for everyone given the circumstances.
* Make an exception – if the situation involves a simple misunderstanding or confusion, or the cause of the issue is unclear, an exception may be appropriate to maintain good relations and perception of fairness.
* Thank them for understanding – This acknowledges their help and increases their perception that you value them.

It's Only Fair
Mistakes are made, interactions are not always as good as we would like and customer complaints will happen. In these make-or-break situations, customers may not always be completely happy with the way we respond. But as long as they walk away believing, “At least they were fair,” they are likely to give your business another chance.

4 Support Pillars Of The Retail Contact Centers

Every structure needs pillows to stand robustly against the test of time and bear the environmental impact. This is the reason why architects add strong banners to various structures. Contact centers in the retail industry are also nothing less than a structure that requires support billars to thrive amidst stiff competition. Following are four pillows…

Every structure needs pillows to stand robustly against the test of time and bear the environmental impact. This is the reason why architects add strong banners to various structures. Contact centers in the retail industry are also nothing less than a structure that requires support billars to thrive amidst stiff competition. Following are four pillows or sections that provide a strong base to retail contact centers:

Omnichannel Customer Support Services – This is one section that provides a lot of support to retail call centers that often have a frantic work environment. Customers today are not restricted to phone calls; they can communicate via mediums like social media, emails, and live chat. This is the reason why retail call centers are also not restricted to the age-old calling process and there are separate divisions of CSRs, who handle emails, live chats, and social media interactions for retail businesses. There still is a department that is entirely dedicated to inbound and outbound calling. However, now retail call centers also have these separate wings to cater to the questions and grievances of tech-savvy customers.

Cross-Selling & Upselling – In the retail industry, cross-selling is quite common because most of the retailers continually try to come up with new products and services that can help them survive in the ever so competitive business domain. Modern retail contact centers are equipped to deal with this challenge and they know how to cross-sell a new service or product to an existing customer. Apart from this, retail contact centers are also capable of upselling products and services thereby boosting the revenue generated by their clients in the industry.

Peak Season Support – This can be counted as one amongst the largest asset of retail call centers because handling call spikes during peak seasons and holidays is a tough task. Retail call centers are well-informed about the fact that customer queries and complaints drastically increase during certain seasons. This is the reason why they are ready to deal with the sudden downpour of calls during peak season.

Multilingual Support – Call centers in the retail industry mostly offer customer services in multiple languages ​​in accordance with the requirements of their clients. In countries like India, where the local language changes with the region, multilingual support is quite beneficial for businesses in the retail industry. The ability to deal with customers, who speak in different languages, certainly gives retail call centers an edge above contact centers operating in different domains.

There are many other factors that give retail call centers the strength to deal with the requirements of businesses in this industry. However, the four mentioned in points above are a major support and they immensely help in running a retail contact center smoothly. Retail call centers have strikingly different operational needs in comparison to other contact centers. The above sections strengthen the core structure of the retail contact center and provide it the support to thrive even amidst the stiff competition of the retail industry.

The Coffee Shop Swing Manager Had Lost Control Of the Store During a Rush

Not long ago, I was at a popular coffee shop and was happy to see everyone was totally friendly and nice. The place had a line and was a little hectic, it was as if everyone was trying to double-time it and move the customers through the process. At first, I thought everything was under…

Not long ago, I was at a popular coffee shop and was happy to see everyone was totally friendly and nice. The place had a line and was a little hectic, it was as if everyone was trying to double-time it and move the customers through the process. At first, I thought everything was under control, that I'd get my coffee and go find a place to sit and everything would be fine. Well, not more than 10-minutes later, I had reached the front of the line, ordered and noted the long line of cups ahead of me waiting for the baristas to grab and start making.

It looks like everyone had some sort of custom beverage and I figured it might take me another ten minutes to get mine. And I'd waited all day for a break so that was actually okay with me, I deserved it, and did not mind the $ 5.00 cost or the wait all that much. Then I started to see there was a bottleneck brewing, and I heard customers complaining, drinks being re-made due to mistakes. So I decided to chill out and use the restroom and figured my drink would be up in about 10-15 minutes or so.

OMG, what I was witnessing was a disaster in progress, things had gotten totally out of control at the local big brand name coffee shop. Amongst the issues I noted were the following:

1. Bathrooms
2. Napkins
3. Straws
4. Trash Build Up
5. Messy Lobby
6. Lengthened Line
7. Order Mistakes
8. Angry Customers

The bathrooms were out of toilet paper, but I learned that while waiting in line for the bathroom from a rather charged off guest. So I went to go get some napkins up front, but alas, the napkin dispenser was also out. I told the manager who said, “Okay, thanks” but did not do anything about it, too busy doing crisis management. It was obvious that the manager, a new swing shift manager, I'd later learned had lost control of the shift. Whose fault? Hard to say, and I do not think the customers much cared what fault it was anyway – tempers were starting to flare.

Finally, I got my coffee, it was okay, approximately what I was used to, so I did not care that much, meanwhile, I could see others were not so fortunate, some had given up and gone away angry. I thought of all the businesses I'd run in the past and the importance of a Six Sigma style approach to production and how the system, the manager, the employees just did not work efficiently that day. Let this be a lesson to you. You can have the best brand and the best product, but it will only get you so far – service and quality count – even in the Internet Age.

How to Create Top-Notch Customer Service in 5 Easy Steps

We all know that it's true – if you increase the quality of your customer service, you can increase customer satisfaction and loyalty. What many companies have not figured out is exactly how to do that. You can not just pay lip service to the idea of ​​improving your customer service. You have to take…

We all know that it's true – if you increase the quality of your customer service, you can increase customer satisfaction and loyalty. What many companies have not figured out is exactly how to do that. You can not just pay lip service to the idea of ​​improving your customer service. You have to take dedicated action to do it right.

1. It all starts with hiring.
When you hire, at all levels of your organization, you have to look beyond the required skills and find employees with the right personality to fit the culture you want to cultivate. Bottom line, does the potential employee and your company mesh? Is there a similar philosophy that you all share about how work needs to get done and how should you communicate with a superior? Look at Apple. They hire based on potential and enthusiasm, not necessarily on your track record. They simply hire based on the fit of philosophy.

2. Make customer service everyone's focus.
Everyone from the IT person to the frontline customer service representative should have the same focus. You do not have a business without customers. Providing friendly, timely service within and without your organization should have made a priority from the first day an employee walks through the door. It should be well understood from everyone involved, bottom line, the customer comes first.

3. Training happens every day.
At most companies, training takes place the first few days on the job. At companies with the highest rated customer service, training is ongoing. There is always room to learn and grow. Your employees can thrive on continuing education if you give them the opportunity. Another important aspect is asking and valuing your employees opinions on what can be tweaked or changed completely to improve the customer service experience. It helps to listen to them!

4. Your employees are your biggest asset – and they are people!
If you want your employees to give your customers great customer service, then you have to treat your employees like valuable human beings. Happy employees will lead to happy customers. Take some time to show your appreciation to your employees and you will create loyalty. The kind of loyalty that can not simply be bought through a paycheck. The kind of loyalty that will make an employee turn down an outside offer from another company because they have bought in to their current situation.

5. Make it fun for everyone!
No one wants to dread going to work every day. When you foster a rewarding environment, your employees with reflect that in their interactions with each other and your customers.

Oil & Gas Industry Safety Simulation Videos

Making Your Oil And Gas Safety Videos Making your oil and gas safety videos is very easy when you are using the right gear. You want to make sure that you have the equipment that will work for anyone, and you want to make it look professional so that everyone you show it to will…

Making Your Oil And Gas Safety Videos

Making your oil and gas safety videos is very easy when you are using the right gear. You want to make sure that you have the equipment that will work for anyone, and you want to make it look professional so that everyone you show it to will get the right impression of what you are doing. There are many people who are going to watch these videos, and you want to make them as timeless as you can get. It will be a lot easier for you to get the work done when you use the right gear, and you also have to remember that you get everything you need without any problems.

The Gear Is Easy To Buy

You can order the video equipment you need pretty easily, and that is going to make it very easy for you to get the video recording going as soon as possible. You do not want to feel like you are wasting time, and you also do not want to spend too much time getting the shots in for the videos. You can record everything faster, and you can record everything in the style that you want.

Make Sure The Computer Works For You

The computer that you record things with is very important because it is going to help you store and edit all the videos that you have been taking. That is the place where you can keep everything, and then you can cut the videos together when you are on the computer. There are many things that you can do once you have all the video on your computer, and then you will have every chance to create the best video.

Invest In Editing Software

Investing in the editing software that you need is the best part of this for you because it makes everything simpler. You will notice that you can create anything you want when you have better software, and you can do this yourself. You no longer need to have someone do it for you, and you can create as many of these videos as you can. There are many ways to get the videos done, but it is much easier for you to learn what to do when you use the tutorial on the program.

Stabilize Your Gear

You want to be sure that you have stabilized the gear that you are using so that you can get stable shots. This will make the video look like it was done by a professional, and it will help everyone understand the content that is in the video. There are many videos that will change the way you are running your business, and you have to be safe with your oil and gas business. The business will function better when you explain to everyone what they are supposed to do, and it is a video that you will be able to show often to make sure that there is no question about what should be done at work.

4 Must-Haves to Make Your CRM Efforts Worth Your While

Customer Relationship Management (CRM) is a pretty comprehensive topic, usually passionately embroidered or half-heartedly adopted. Regardless of which camp you find yourself in, CRM is the key to running a long-term successful business! Successful CRM results in repeat business from existing clients but also boosts new client acquisition as satisfied customers, who are communicated to…

Customer Relationship Management (CRM) is a pretty comprehensive topic, usually passionately embroidered or half-heartedly adopted. Regardless of which camp you find yourself in, CRM is the key to running a long-term successful business! Successful CRM results in repeat business from existing clients but also boosts new client acquisition as satisfied customers, who are communicated to on a regular basis, are more likely to recommend their families and friends to you!

So how do you actually put together a successful CRM program? It takes quite a bit of skill and process-orientated thinking and is not as simple as buying a great CRM system and sending a few email and SMS messages for the client's birthday, around Easter or whenever a new sales campaign pops up! In an effort to keep it simple, I will outline 4 must-haves to make your CRM efforts worth your while:

Have a Thorough Understanding of your Customer's Life Cycle

In a world of information overload, it is becoming more and more important to: Communicate the right message to the right customer at the right time!

The key is to communicate what is of value to the customer. In order to do that, you and your team need to have a thorough understanding of your client's life cycle and please note that one glove usually will not fit all – you will most likely have to group your clients by various product or service categories. Map out each and every customer touch point and identify what information would be valuable to the client at that specific point in time, such as billing reminders, product information, upgrade, repair, exchange or extension options as well as other value added services. Once you have a list of obvious touch points you can decide which other 'nice-to-have' touchpoints you would like to add, such as birthdays, Easter wishes, festive season greetings and so on.

Have a Game Plan & supporting CRM Processes

Now that you know what information would be suitable when and to which customer, you need to work out your game plan! Make sure to identify any possible restrictions – whether it's budget, limited data quantity or quality – it is very likely that you may not be able to implement all at once and it's better to do 3 things properly instead of 10 things half-way. The 'less is more principle' applies with highest quality standards.

Prioritize according to value-add to the customer. It's great to remind your clients to pay their bills on time but it's real value-add to include easy payment options that allow the customer to take immediate action such as a link to PayPal or any other payment channel.

It is of utmost importance to have smooth supporting processes in place BEFORE sending out client communication. You have to be prepared for the boomerang to come back whether it's at a slow or fast speed. Nothing is worse than asking your clients to engage with you and you are unprepared to handle the requests promptly and efficiently!

Have an integrated CRM Technology

There is an abundance of systems available in the market, some well-known names include Salesforce, Sage and Microsoft Dynamics. Conduct proper research and bear the following in mind:
Customization: The system should be flexible and easy to customize. The idea is to build the system around your processes and not the processes around your system!
Reporting: Real time and customizable reporting that makes your life easier instead of more complicated.
Integration: Can the system easily integrate into other systems, such as your telephony system?
Pricing: Ensure to inquire about all the costs. Set up, customization, user fees, ongoing maintenance and customization fees.

Have a permanent CRM coach for your team players

You need a coach, a custodian, a champion – someone, that takes ownership beyond the implementation of your CRM program to ensure all your current and new team players know why they should be doing what, when and how. A set of reports should assist in managing daily business, all CRM communication, CRM related KPIs as well as short, medium and long-term trends thereof.

CRM programs can easily become very complex. You should make sure you design and scale your CRM program only as big and comprehensive as you remain agile, so that you are able to respond to ever-changing consumer needs. If it feels like you are navigating a tanker across the ocean instead of a speedboat you need to re-visit the above must-haves to make amends.