TAILIEUCHUNG - Telephone (or E-mail) Customer Service

You may have a small business and think this doesn’t apply to you .CHANGE YOUR MIND! Any business runs the risk of falling into some of these customer service traps – don’t let it be yours! • • • • • • • Overcomplicating Processes Scripting Inflexibility Lack of Empathy Failure to Follow Through Leaving out the Little Extras The Art of Apology Small business owners often think they need big business ways to be | Telephone or E-mail Customer Service How to Lose Your Customer by Bonnie Turnbeaugh for Communication Concierge Communication Concierge 2012 Thank you for downloading this free ebook. Although this is a free book it remains the copyrighted property of the author and may not be reproduced copied and distributed for commercial or non-commercial purposes. If you enjoyed this book please encourage your friends to download their own copy at where they can also discover other works by this author. Thank you for your support. You may have a small business and think this doesn t apply to YOUR MIND Any business runs the risk of falling into some of these customer service traps - don t let it be yours Overcomplicating Processes Scripting Inflexibility Lack of Empathy Failure to Follow Through Leaving out the Little Extras The Art of Apology Small business owners often think they need big business ways to be successful. While this may be true in some aspects of your company it is NOT true in customer service. Customers love the feel of doing business with the mom and pop store on the corner. Give it to them. Make every customer feel as if he or she is the most important person in your company s world. This will help you grow. Remember that in this information age it only takes an instant for the disgruntled customer to literally tell thousands of people that you did them a disservice. Let s look at these traps individually. Overcomplicating Processes Technology is amazing and can help streamline many of your daily tasks. But if you have only two customer service agents don t make your customer go through twenty menus to get to one. The point of interactive phone menus is to route the caller where he needs to go. If Agent A handles billing and Agent B handles troubleshooting then those are the only options your customer needs to select from. By the same idea you don t want to oversimplify either. If you have commercial and noncommercial customers but

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