Archive for the ‘CUSTOMER SERVICE MANAGEMENT’ Category
9. Keeping up-to-date.
In the normal situation all complain process can be handling perfectly by just follow the book, but if you don’t inform the complain progress of your customer, this definitely will create problems. A complaint follow by silent in days one or two make the customer in doubt and the bubble of anger may explode. There may be the person who handle the first complain is not in good situation, but they also may be not ready to answer such negative equerry. However, someone should deal with this unhappy customer. If now one willing to deal with this the problems could escalate to uncontrollable situation. Get someone has strong character, some one who aren’t easily get intimidated and happy to handle the situation. Read the rest of this entry »
The thing is they don’t want to find the solution as it is giving too much hassle on them. The words that come out from is mouth is always “I can’t help. It is company policy”, “Yes. But”, ‘shouldn’t”, “wont” there is noting positive word that they can say. If this is happen to your company, your customer will walk away as you company is can’t do business instead of can do business company.
7. Giving only partial part of product explanation.
You may have the best the best product in the whole planet but if they don’t do the job like what customer expected then your product is worthless. If your sales staffs are lack of understanding on how the product and service are meet with the customer need then this is the problems. Read the rest of this entry »
4. Whenever I ring, I always transferred to other person and cut off in the middle.
All your staff should be trained on how to get the best benefit from your telephone systems. To avoid “wrong department” phone answer, give all your staff handy telephone directory. Ask your friends or college to call to find how the system work, are they work well or bad? Marketing research suggest that proper phone operation lead to great customers satisfaction. Take sometimes, have a look to your telephone operational system, and you should be able to stop unnecessary customer complain to your desk. It is not only the human side (your staffs) that some times let you down, but the operational systems too, need to be check and correct the mistake to avoid customer dissatisfactions. Read the rest of this entry »
Have a look to these situations and decide how you stand on such situation.
1. You did not deliver what you have promises
Did you review your website or other advertising material regularly? Do they content certain promise that you actually can not deliver? For example, in your website you promise to deliver your product or service within 24 hour of order. If you can not do it anymore then you should revise your website. If not then complain just waiting to happen.
2. Bad Quality product.
I your product did not do what suppose to do, and then there is a problem. Read the rest of this entry »
It is very obvious that internet has become a popular tool in our daily life. Million people use the internet for daily bases. The internet could become the most effective way to promote your business. However, the internet could give serious damage to your business reputation as a whole. There is growing number of website that publish dissatisfaction customer that explaining the detail of bad service they receive. The details of the problems publish publicly. This will be bad news if your name or your company posted in there.
You should find a way to avoid you company become “feature of the week” in this kind of website. Therefore it is important to business owner to see their business on the eye of the customers. It very important that you should have effective customer complain handling process. Read the rest of this entry »