 |
Surviving Technology - 5 Tips to Keep Your Customers From Firing You..
Author: Sandy Reed  | Posted: 28-02-2008 | Comments: 0 | Views: 5 | Rating: (53)  (?) 
 As a business owner, how you perceive your customers trickles down into all aspects of your business. How you feel about them, talk about them, and serve them provides a filter that your employees and service providers see through, and that your customers can perceive right away. This is a filter that your customers are intuitively aware of in their interactions with you. They will be attracted to you, or not, based on how you feel about serving them.
When you're starting out in a new business, you may be looking for ways to best utilize your time, since it may be just you juggling all aspects of the business. Utilizing the latest technology is one way you can potentially alleviate some of the stress of being the only person answering the phone. As a small business, you may be competing with many larger companies, so customer service is especially critical. One major advantage of being small is that you get to interact with your customers on a more personal level, and this is where you can shine.
If you decide to use technology in your business it may be one of the first interactions your customers have with you as a service provider. Their first impression of your business through this technology can start you off with a warm, friendly relationship or an adversarial one. Once a relationship starts off on the wrong foot, it's always harder to change its direction...
A common example, I encounter on a daily basis, is the use of directive recordings for the first contact with customers. As a continuous user of technology, I want it to provide me with a reliable way to access information, so I can connect to the people and resources I need to build a financially viable business. When I call for support and receive recording after recording, with no option for talking to a live body quickly, it's wasting my time and causing me stress and frustration. In this way, technology is keeping me from experiencing the very ease of communicating and accessing information it was supposed to provide!
The maze of companies that have gone to this method of providing customer service is astounding. In many cases, by the time a person reaches a live body they are so frustrated that the service rep has to first overcome their irritation before the problem can be addressed. In addition, you need to take great care in choosing the tone of the recording, since reaching a recording, as the first point of contact with a company, can make customers feel like you don't want to be bothered with their requests for service.
It's possible to create a better customer service experience and serve the company's best interests at the same time? Here are some possible answers to this dilemma.
1. Give the customer no more than 3 or 4 recorded options when calling in for customer service. One of the options should always be allowing the customer to dial zero to reach a person, who can immediately direct the customer to the department that can best help them. I suggest using zero since it's the most universally recognized number for operator assistance.
2. If you require that the customer input their account number, don't ask them for it again when they reach a service provider. If your technology doesn't allow you to transfer the account number to a representative, don't require that the customer provide it up front. If the account rep needs to verify the account number, tell the customer they are asking again for verification purposes, or verify other personal information instead. Repetition is a small, but irritating, inconvenience.
3. Always provide a call back option if customers have to wait more than five minutes to speak to a representative. Show your customers you respect their time and you will find the respect is returned.
4. Always call back the same day, if possible, but no later than 24 hours after the initial contact. Unresolved issues that go on for an extended period of time cause customers to be even more irritated when they finally speak to someone who can help them.
5. When talking to customers, always listen to all the issues before responding. I have had more than one customer service representative interrupt me before they heard all my issues. This led to me repeating the problem several times, and more frustration, because I was not being heard.
Your customers are normal people with fears, insecurities, and obligations just like you. These are people who are looking for your business to help them:
* Solve a problem.
* Enjoy life more.
* Feel better about themselves.
* Provide something they need.
* Feel more secure.
The bottom line is, they are coming to your business because they want help.
In the technology arena it's easy to get side-tracked by the latest and greatest thing to make your life and business "easier". But technology alone won't pay the bills. Always come back to the basics of great customer care strategies.
Rate this Article:
Current: 0 / 5 stars - 0 vote(s).
Article Source: http://www.articlesbase.com/business-articles/surviving-technology-5-tips-to-keep-your-customers-from-firing-you-345494.html
About the Author:Would you like to learn more about how building a soul-based business can create a thriving business that feeds your spirit and bank account? Visit my website at http://www.soulpreneursuccessstrategies.com to check out my free "Creating Money" ebook, free articles, and Soulpreneur Coaching Services.
Sandy Reed, the Soulpreneur's Coach, is a business coach, writer, ex-corporate manager, and co-owns her own successful home-based business.
|
Submitting articles has become one of the most popular means of generating quality backlinks and targeted traffic to your website. Join us today - It's Free! |
|
Related Articles
Challenging Customers - Love Them or Leave Them?
By: Sandy Reed | 01/03/2008 | Business
We've all had challenging customers from time-to-time. Here are some Soulpreneur strategies to help you turn those challenges into a more positive customer service experience.
Building Your Booming Business - Leave the Past Behind and Intend Great Things!
By: Sandy Reed | 28/03/2008 | Business
Don't let past gloom and doom keep you down. Instead use it to build a booming business and fabulous life, right now!
Easy Steps to Follow to Improve Customer Retention
By: gonzalezeliezer | 14/07/2008 | Business Ideas
Building a client base is very important for any small business. This article will give you some simple steps to help you increase your customer retention and therefore grow your business.
Customer Service, Upside Down, Backwards and Green Side Down Part II
By: Steve Hoogenakker | 18/10/2007 | Customer Service
If you don't love customer service, then DON'T do it. If you aren't in LOVE with the idea of valuing people over nearly all else, then I suggest you hire someone who does.
If you aren't good at this, and you hire someone who is passionate about it, you can double your profits, guaranteed
All Customer Feedback is not Created Equal: a Guide for Dealing With Disgruntled Customers
By: Curtis Bingham | 19/01/2008 | Business
Customer feedback is criticalbut not all customers should be listened to! You have to pay the most attention to your best customers and you might just be better off ignoring your worst customers.
The Power of Perceptions in Shaping Customer Satisfaction
By: Adele Sommers | 14/06/2008 | Business
Both suggestions and complaints represent the "voice of your customer," and thus deserve a deeper look to understand their impact on your audience's behavior. For that reason, this article focuses on the role of perception in the minds of consumers. Is the glass half empty or half full? The definition resides in your customers' eyes.
The Customer Experience Payoff
By: Bill Zipp | 18/10/2007 | Business
People come to businesses today with dramatically different expectations than they did even a few years ago. They don
The Internet Marketer's Challenge and Solution
By: Liane Bate | 14/10/2006 | Sales
There are many challenges an internet marketer will face from the beginning of the online business and over time, but what we all really want to do is make money. The question is how an internet marketer with limited time and resources can most effectively do this?
Got a Question? Ask.
Ask the community a question about this article:
Frequently Asked Questions
Lottery winner?
By: Jack gambardella | 22-07-2008
Recently i received several notices that i won a euro lottery in the netherlands....A check is ready to be delivered to me at the cost of $800 by a firm called frontier fowarding services of london....First, i would like to know if this authentic and second, has there been any complaints or notices about fraud involving these companies? The lottery no. Is euro-pw v-6.0, i need advise asap. Many thanks......Jack gambardella
Is this a ligite Grooming School
By: Pat morin | 22-07-2008
Need to knoe if this business has a license to operate?
Happy Our's Farm Pet Care/ Grooming Academy
Sabattus Maine,04280
Is zero APR business credit cards good for my ...
By: nika | 22-07-2008
Is zero APR business credit cards good for my start-up business?
I have a ranch in New Mexico and we have an ...
By: Curious | 22-07-2008
I have a ranch in New Mexico and we have an abundance amount of beautiful rock that I would like to sale. Does anyone know how I would start this business?
Who can we write to for a dispute between an ...
By: jliaq | 21-07-2008
who can we write to for a dispute between an insurance company in New York and a New York contractor that was not paid by the inurance company or the client?
Money for Small LLC
By: timhow24@aol.com | 21-07-2008
I have an LLC that I own and operate by myself. I train and mentor athletes in H.S and College sports from Arizona. I have been looking for grants and sponsorship from companies with no avail. What should I do next to raise money for equipment and future sports camps and travel needs? TimHow24@aol.com or TrioAthletics@aol.com
Q&A Powered by: 
Latest Business Articles
Customer Service Toolkit
By: Drew Stevens | 25/07/2008
All businesses make money, yet those that are customer focused are more profitable.
Top 10 Brain Training Future Trends: New Mind/body Focus, Brain Trainers, and More
By: Alvaro Fernandez | 25/07/2008
In an emerging, dynamic, high growth market, like brain training, it is difficult to make precise projections. But, we can observe a number of trends that executives, consumers, public policy makers, and the media should watch closely in the coming years, as brain fitness and training becomes mainstream, new brain trainers appear, and an ecosystem grows around it. Here you have the Top Ten trends I predict.
Commercial Loans and Working Capital Financing Special Reports
By: Steve Bush | 25/07/2008
A prudent approach to working capital management is becoming more difficult for most commercial borrowers. Commercial loans have always been more complicated than realized by most business owners. Recent financing difficulties involving commercial mortgages, SBA loans and business cash advances have added significantly to the complexity of the entire commercial...
Collecting Survey Data That Meets Your Objectives
By: Ryan J Bell | 25/07/2008
Creating a survey should be done only after considering your objectives for the data. The data you collect can offer a valuable glimpse into the perspective of your customers, employees, vendors, or any other party to which your organization is exposed. But, if the survey is designed or executed poorly,...
Using a 360 Degree Feedback System
By: Ryan J Bell | 25/07/2008
A 360 degree feedback survey is conducted internally within a company or organization. Its purpose is to provide participants (i.e. employees) with peer and manager feedback. This feedback is delivered anonymously and describes a participant's strengths and weaknesses. Like most surveys, the usefulness of a 360 feedback system depends upon...
What is Your Prospect's Problem?
By: Jody Gabourie | 25/07/2008
The secret to crafting a compelling marketing message that makes your potential clients sit up and take notice is to clearly identify the problems they are facing.
Asia ' the Biggest Consumer Market
By: Paul Hata | 25/07/2008
Countries like China,India,Japan,Korea,Singapore and Taiwan have sent many unknowing stock market players into silence in recent years because of the dramatic rise in their economic conditions. Each of these countries presents different investment opportunities for investors and the range of their expertise has narrowed down.
How to Successfully Submit Content to Article Directories
By: Anthony Harriis | 24/07/2008
Since the inception of the internet, webmasters have drawn prospective customers to their sites by providing worthwhile information to their guests. This information based marketing is a proven technique for targeting interested individuals and bringing them to a website, then turning those visitors into paying clients.
Today, the same marketing technique...
|
|
Business 
