Customer Service and Marketing that Works
Go into many businesses today and try and get service, its sometimes impossible! The customer service officer is on the phone talking about personal issues, there is not enough staff, and they are disinterested and distracted.
The old days of customer service is where you the customer were viewed as valuable and important and you received service from a person and not a machine.
With an emphasis on shareholder wealth and increased profits the shift has been slowly eroding the service ethos of many businesses. This has not gone unnoticed!
Many employees in these businesses become disenchanted with the 'ivory tower' mentality of management as they issue edicts from afar without employee consultation and finding out what really happens at the shop front.
Off course (sic) looking at the glossy brochures you would see that the business is a committed believer in service excellence but the fact remains it's not forthcoming.
By way of example take the banks that are closing down branches and steadily increasing fees for services that you were once told were free.
For the ordinary consumer we cop it on the chin, complain to ourselves and our neighbors or put up with it and say nothing.
This mediocrity in service mentality thrives because we are silent and the banks and other businesses know this. It a bit like politicians who leak policy to the media, weather the storm and then know the general populace will get used to it. The malaise of apathy ensures that they win!
But you can respond and you should.
People power has enormous effect if it is sustained and enough people complain - or compliment.
What can you do!
1. When someone delivers a shoddy product or service approach the business politely and firmly and ask that the issue be addressed.
2. Don't take NO for an answer! Sometimes it takes persistence to get heard or in other words the 'squeaky wheel gets the oil'.
3. Reward good service. If your bank manager or service clerk gives good services compliment them. This is very important.
4. If you are given excellent service write a letter to their manager and say 'thank you'
5. If you own a business reward good customer service. Rewards do not have to be expensive.
6. Lead by example if you are a manager.
Take the following example of excellence in service;
An Audiometrist who sold hearing aids to 8 clients a day used to ring 2 of their clients the next day to see how the new hearing aids were working. This business grew a solid reputation for service and new potential customers would often ring up and ask to see this Audiometrist by name.
By taking the time to ensure that their customers were looked after the business was able to outsell other hearing aid suppliers because people were treated with respect. This subsequently cut down the advertising and marketing costs of the business ensuring that the business had a steady stream of referrals and business and could focus on customer service. It had the effect that because of trust people would purchase more expensive hearing aids because they trusted the business and its service ethos.
Business isn't difficult if you know your market and take the time to care for people!
For other practical articles visit www.biz-momentum.com today.
Collect a free employee performance appraisal and/or a free simple job description when subscribing to our free monthly newsletter.
Philip Lye is the founder of Biz Momentum providing strategic human resource management advice to help your business grow. Philip is a author and educator who trains management and employees to work together to achieve tangible results. Philip has had considerable international experience.
Visit http://www.biz-momentum.com for other helpful articles and free performance appraisal and job description.
Latest News
Ansell Healthcare Europe Lands 2008 Frost & Sullivan Customer ... International Business Times, NY - "Ansell Healthcare is clearly leading the way for customer service asmany glove producers do not deal with end-users, and leave it up to thedistributor. ... Frost & Sullivan Lauds StatCom for Its Hospital Operations System |
ClairMail Chosen by PNC to Enhance Mobile Banking Services MarketWatch - Deployed either on-premise or as a managed service, ClairMail optimizes any mobile phone for 2-way customer interaction. Only the ClairMail System offers ... ClairMail Customers See Rapid Growth and Adoption of Mobile Banking PNC Selects ClairMail to Provide Mobile Banking Services ClairMail Customers See Rapid Growth and Adoption of Mobile Banking |
Customer service portals spark physician interest, not participation Medical Marketing and Media, NY - Physician interest in customer service portals like Merck Services and Pfizer PRO is on the increase -- even though actual use decreased between 2007 and ... |
Biz People: Customer service can make or break a biz ReporterNews.com, TX - The Abilene office of the Better Business Bureau is an excellent source of information about customer service. Steve Abel, president, provided the following ... |
Travelocity Business Expands Global Reach with Radius MarketWatch - To better serve existing and potential clients, Travelocity Business sought a partner with a similar view on customer service, supported by flexible, ... |
 AsiaOne | CCA Celebrates Stellar Achievement in Customer Contact MarketWatch - We are delighted that CCA members are responding in innovative ways and maintaining high standards of customer service. Competition was intense this year ... Service quality rises at local call centres Survey: Singapore Consumers Happier with Contact Center Experiences CCA Recognizes Top Performing UK Contact Centers |
Customer service: Macy’s, Crossgates Albany Times Union, NY - I’ve fallen behind a bit on these customer service posts, due to being away, and I apologize for that. This one isn’t as juicy as our Kimberley’s post, ... |
AT&T On Customer Service Hot Seat In CT BroadbandReports.com, NY - ... down in front of customer homes, and via CT Attorney General Richard Blumenthal's ongoing investigation into poor AT&T customer service in the state. ... |
ZeeVee, Inc Selects Inforonics to Deliver End-User Support for Its ... MarketWatch - "We are happy to add ZeeVee to our growing portfolio of consumer electronics companies that are committed to providing high-quality customer service to ... |
Triumfant Announces Jane Tudor as Vice President of Customer ... MarketWatch - With more than 20 years of experience in customer service, customer support, consulting and business development, Jane will be tasked with ensuring that ... |
Resources
-
Discover how to get paid to shop and eat!
Earn $10 - $40 an hour helping businesses improve their Customer Service!
-
Start a Cleaning Business
You can learn how to start a cleaning Service business within two weeks. The Suze and Ev Method shows you how to start cleaning up immediately.