Business owners of companies both large and small can achieve rich improvements in their operations if they start to ask themselves regularly, "I have just been handed a powerful new tool. It essentially lets me costless communicate with anyone on the planet. How can I best use it to my advantage?" To focus, business owners must first ask themselves two questions: As a business owner, what am I trying to achieve? Marry your answers to the diverse communications capabilities of the World Wide Web; you will inevitably create some powerful and highly beneficial new initiatives. In exploring strategies for success in the developing environment, it is essential to recognize a fact that is often overlooked: The Internet is fundamentally a new communications vehicle. As a consequence, a large part of its value arises because it permits cost-effective communications — down the street or on a worldwide basis—that were not possible before its emergence. Why is this so important? Because many people have a very different view of the World Wide Web. They will suggest that the Web is an entertainment medium — something that has more in common with the television than the telephone. This focus is easy to appreciate; the typical person is more interested in the new offerings on the Web that can entertain him or her than the less exciting details of enhanced communications capabilities. In addition, Internet use is the first activity in over forty years that has been clearly documented as something that causes people to spend less time watching television. It's therefore natural to think of it as a substitute for this medium. Benefits of Internet Telephony to Your Business: 1) Availability Completely under Customer Control. With the internet, visitors—potential customers — come to Web sites at their convenience, making them far more receptive to what companies have to say because the customers aren't being intruded upon (as happens with telemarketing). 2) One-to-Many Communications Performed Seamlessly. The Internet offers one-to-many communications systems without losing the privacy or interaction possible by phone. A single posting at a Web site reaches as many people as visit the site that day . 3) Reduced Effort, Time, and Cost. The Web makes things easy and affordable. Not all businesses are currently bringing in added profit via the Web yet; nonetheless, every business needs to be working on it in order to be competitive today. The Web makes it possible for companies both large and small to develop new communications processes that save time and money while enabling faster responses to customer needs. Many industries rely on widely distributed field sales forces that may consist of independent agents or company employees. In today's fast-moving business environment, providing these frontline soldiers with the most up-to-the-minute information and the best possible tools and support is critical to success, and by using the Web, companies can do so at far lower cost. 2) Availability Completely under Customer Control. With the Internet, visitors—potential customers—come to Web sites at their convenience, making them far more receptive to what companies have to say because the customers aren't being intruded upon (as happens with telemarketing). 3) One-to-Many Communications Performed Seamlessly The Internet offers one-to-many communications systems without losing the privacy or interaction possible by phone. A single posting at a Web site reaches as many people as visit the site that day. 4) Reduced Effort, Time, and Cost. The Web makes things easy and affordable. The Web makes it possible to communicate regularly with a large volume of customers at virtually no cost. Businesses can generally benefit by disseminating information; yet up to now, there has not been a cost-effective, satisfactory way of timely customer notification. Not only is direct mail costly, but the timing of delivery is erratic and an overwhelming amount of it is never even opened. The telephone is timely, but information disseminated by telephone is also costly and runs the risk of alienating customers who don't want to be bothered by solicitors. Enter the Internet. The World Wide Web gives companies a low-cost method to communicate with existing customers and to reach out to potential ones with a timeliness that has never before existed. The new capabilities created by the Internet far exceed what could be accomplished with the telephone. Consider how a well-designed Internet customer-communications system can work: 1.) Orders are confirmed by e-mail — first immediately after they are placed, and again when they are shipped out. The shipping confirmation notice includes an internal tracking number to help customers locate the package if it fails to arrive on a timely basis. 2.) Customers can register for e-mail notifications of various kinds. By filling out an online form, customers can request to be notified about newly available products that are likely to be of interest to them. 3.) "Missing" customers can be inexpensively lured back: If a frequent customer has not made a purchase for some time, the electronic retailer can send a $5 or $10 digital coupon to encourage a return purchase. These types of ongoing efforts to build loyalty can be triggered by well-designed automated databases, combined with virtually costless e-mail, to create an inexpensive, potentially high-return, and customer loyalty program. This suggests a central strategy for any business today: Gather e-mail addresses from customers (and permission to contact them using these addresses), even if you don't yet have an interactive Web site. Every business from a major manufacturer to a regional discount store to the local plumber will find that well-designed e-mail messages can be a low-cost, highly effective means of building profitable revenues. In Strategy 7, I discuss how a local pest-control business might benefit tremendously from an e-mail-based initiative. The Importance of round the clock availability Like a good catalog and 800 numbers, the Internet makes your company accessible to customers worldwide twenty-four hours a day. However, the “Web” is better than the world's greatest catalog." Here's why: Additional visuals as well as more written detail. Catalogs face an inherent limitation: Paper and postage are costly. As a result, details — other views of a product as well as more written description—often have to be left out. So while the 800-number operator can read to customers the special washing instructions, if the product is offered on the Internet, the consumer can read the special washing instructions for him - or herself, scroll through a more lengthy product description, and in all likelihood, see more than one view of the item. Expanded offerings. Today catalogs typically list only a portion of a company's offerings, simply because more listings mean expansion of printing and mailing costs. The Web obliterates this limitation. Remember too, that anything that can be accomplished online instead of by phone is more cost effective. A five-minute call to order a $50 item, at a cost of $1 per minute, means that the call is a significant percentage of the cost structure, and a five-minute inquiry—with no purchase attached — creates a financial loss in addition to time lost by personnel who might have been making a sale to someone else. This contrasts with use of the Internet, where—to the extent that communications cost exists—they are trivial, and consumers bear the cost of company contact by paying their access service. The Internet has now led to a new definition of what customers have come to expect: In the emerging era, businesses are almost required to provide twenty-four-hour Internet communications, so that the consumer can shop from home whenever he or she wants to. Sites that prosper will be more than order-taking vehicles; they will provide a creative, educational experience that builds knowledge about their products and services and engenders sales as well as ongoing customer loyalty. Whether your business specializes in Porche luxury cars or temporary employment services , the Web offers you the opportunity to find people who are looking for what your company sells.
We all know that good customer service is paramount to growing a business and increasing profitability. What many managers are failing to realize, however, is that rapid changes in technology have lead to equally rapid changes in the delivery of quality customer service. In addition to the basics we all have heard time and again, there are five new areas of customer service that should be addressed to keep customers happy. What do customers say? 1) Preserve me from auto-attendant hell! Customers are becoming increasingly annoyed and frustrated with having to sift through a multitude of options and press numerous buttons – only to be told that the desired service is only available through the company’s website. Worse is when the auto-attendant uses voice recognition – but doesn’t ‘recognize’ your voice. It’s understandable that companies want to reduce costs by using attendants and, there’s no question that these are valuable tools. Yet, people want to connect with human beings; they don’t want to listen to a long list of prompts – especially not if they are having a problem (and let’s face it, that’s what usually triggers the call in the first place). To keep customers happy, here are few simple tips: • Always make it easy for customers to reach a human being. • Give people the option of voice prompt or touch prompt. • If you do use an auto-attendant, limit the number of menus to two rounds of choices before the customer reaches a human being. • If you have asked the customer to key in account information, transfer the profile along with the call. • If the call has been answered by a company rep, and needs to transfer the call to another department, do not put the customer back into a long queue. Instead, let your customer service rep be able to jump the front of the line, and get them to stay on the call with the client until the next person has picked up. Once this happens, the first rep should introduce the caller and give rep #2 a prйcis of the situation so the customer doesn’t feel like he or she is having to start all over again. 2) Don’t make me wait more than a couple of minutes in a phone queue. Many companies are making clients wait 15 minutes or more in a phone queue. Anything more than 2-3 minutes is considered unacceptable by more than 80% of customers surveyed. 3) Don’t make me quote chapter and verse about my account to get simple information. In these days of increased white collar crime, it is reasonable, and sensible, for companies to protect their customers by ascertaining that they are dealing with the correct person before discussing an account. However, 3 questions should be the limit. Beyond that, it takes up too much time (costing the company money) and only frustrates your client. 4) Give me more flexibility in how I contact you. As communication options increase, so should the options that customers have for contacting your company. Offer clients the choice of scheduling appointments by going on-line or using their PDA to access a special appointment site. Let customers send a text message or e-mail to request that customer service call them within the hour. Enable customers to access their accounts on-line – and give them the ability to change billing and service options while there. Giving customers (who want it) the ability to interact more with their accounts will make them happier – and has the added benefit of saving companies money and employee time. 5) Don’t tell me how I have to deal with you. Right now there are multiple generations of customers – which means multiple ways in which people want to interact with companies. Don’t force everyone into the same mold, or you risk alienating at least one of the generational groups. It makes no sense to tell someone who is older and computer-phobic that they can only get their bills on-line (and yes, a large percentage of people 60 years and older does not trust on-line “banking” and “account management” in any form)… just as it could cost you a customer if you were to tell a Gen Xer that there is no on-line access to their accounts. More than ever it’s important to know how your customers want to be treated – and do deal with them their way.
The preamble to the United States Constitution begins, ‘we, the people.’ I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your employees, including you, gives a customer-- whether current, potential, internal or external--an opportunity to make a judgment about you, your company, all companies like yours. I’m not just talking about call centers here. All technical support or help desk personnel are included as well. As a matter of fact, anyone who is in the customer service business period. With continued focus on customer satisfaction, customer retention, and lifetime value of the customer, it is no surprise that contact center operations continue to increase in importance as the primary hub of a customer’s experience. For the customer, the person on the other end of the phone is the company.
The contact center is still the most common way that customers get in touch with businesses. In fact, Gartner reports 92% of all contact is through the center. And it’s been reported that 70% to 90% of what happens with customers is driven by human nature, having nothing to do with technology. State of the art technology is a necessity today, but it is meant to enable human endeavors, not to disable them. I often talk about taking customer service and ‘kicking it up a notch.
’ In the food industry, the word ‘lagniappe’ is often used. Its definition is “a small present given to a customer with a purchase. For example, when you go to the bakery and buy a dozen donuts or bagels, you oftentimes get a ‘free’ one or a baker’s dozen. That’s what customer service should be about--giving the customer more than they expected! Let’s bring lagniappe into the contact center industry. If we’re going to speak about world class customer service, let’s have a working definition it so we’re all on the same page.
Customer service is those activities provided by a company’s employees that enhance the ability of a customer to realize the full potential value of a product or service before and after the sale is made, thereby leading to satisfaction and repurchase. Let’s look at the first W which is Why? The state of customer service today is not good, be it over the phone or self service. Because 92% of people feel their call experience is important in shaping the image of a company, this reinforces the importance of centers in branding the image of their companies. In a Mobius Management Systems Survey, here’s what happened because of poor customer service: 60% cancelled accounts with banks 36% changed insurance providers 40% changed telephone companies 35% changed credit card providers 375 changed Internet service providers Are you one of these statistics? I certainly am. In a study done by Purdue University and BenchmarkPortal. com, in answer to (1) how did agents satisfy your needs and handle the call, and (2) based on any negative experience, would you stop using this company in the future? the findings reveal a strong correlation between the participant’s age and the tendency to stop using the company after a bad experience. What does this mean? Younger participants were less tolerant and more likely to move to the competition. People over 65 were found to be more demanding than those in middle age. What can you do? Give younger callers a ‘wow’ experience--maintain their loyalty. People over 36 probably have more of an ‘emotional bank account’ with the company they are dealing with–maybe had some good experience and therefore are more willing to ‘forgive.’ In a recent study (CRM Magazine/PeopleSoft Web Seminar on How Usability Helps to Drive a Profitable Contact Center), the number of applications required for agents to access customer inquiries were: 3.7% just 1 81.5% 2 – 5 7.4% 5 – 10 7.4% more than 10 As you can see, the majority of applications are 2 - 5. The goal, of course, is to link every point of contact to one central location for a customer-centric, synchronized approach satisfying customer experiences with every interaction. Strategies for success for world class service should include: Respond promptly Handle requests through the customers’ choice of medium Be brief and clear Reduce back and forth communications (especially in writing, i. e., email, kick it up to a phone call if it goes beyond two) Personalized service Delight the customer What do we mean by delighting the customer? Inform and educate them Establish your expertise and professionalism Offer options Diffuse upset, anger, when and if necessary Escalate, if required Take Ownership of the call Remember we’re still on the first W – the Why. Today’s pressures on agents are different than in the past. They are asked to handle more customer, more volume, more complex and/or complicated calls. After all if we could handle our issues with self service, we probably would not call. But if we tried self service and it didn’t work, now we’re upset and it’s an escalated call from the get go. They’re asked to provide more information, do it faster and be available and accessible. But they are to lower costs, generate revenue, incorporate new technologies, ensure closure and commitment, deliver ‘great’ service and when? Yesterday, of course. As a matter of fact the CDC (Center for Disease Control) has said that the causes of death for people under 65 are: 21% - environment – war, accidents, crimes 9% - health care system – doctors, hospitals, medications 17% - human biology – not because of lifestyle 53% - because of the way people choose to live their lives!!! This is the good news and the bad news. It’s bad news because it’s more than half. However, the good news is that this is something we can do something about, it’s about choice. The #2 W is Who should be trained? We suggest front line agents/representatives, supervisors, team lads, managers, assistant managers, internal customers and other departments – anyone who is a touch point so that they can learn to speak the same language, and more importantly, not be in an adversarial position, but rather, together they are serving the external customer or end user. The #3 W is Where should the training take place? Offsite vs onsite, and there are advantages and disadvantages for both. Certainly it is most cost effective to have training on site. However, distractions are rampant as is the participant’s availability to a person or problem. Offsite is more costly. However, there are no distractions and the participants are unavailable to other departments, their managers, or any issues. I believe there is psychic value in taking people away from their work stations and off site to acknowledge the touch jobs they have. The #4 W is What should be included in any training? We believe the following modules provide a robust, powerful, and succinct training curriculum: Quality Customer Service Rapport Building Customer Expectations Perception Shifting Conflict Resolution Language Skills Anger Management E-Mail Protocol Stress Reduction Empathetic Responsiveness Change Management Communication/Listening Skills Interaction/Role Play Service with a Smile Further suggested is university certification to up the ante. The more professionally you treat your employees, the more professionally they will treat your customers. The #5 W is When. We say for new hires, monthly, ongoingly, consistently, whenever change occurs, when stressors increase, and as needed. We further suggest that each employee get a minimum of 24 hours per year of ongoing training, spread out over time for the most absorption. We divide our trainings into two four hour sessions per day and deliver 6 days per employee. Therefore, 30 people can participate in the training per day. If there has been no ongoing training, we do four days once a month for four months and then a session three months later, and then another three months later. In this manner, training is customized, in real time, and can address whatever challenges are presented when they occur.
In short, yes… uhm well, no… maybe sometimes? O. k., so you might have gathered by now that there is no “short” answer. Anybody who truly believes that the customer is always right hasn’t really given this policy much thought. When was the last time someone came into your business, or called on the phone, or better yet emailed you with a throbbing case of the nasties? Our business is located just outside of the city with a bus stop in front.
We also own several niche market web sites. Do you suppose we get our share of interesting characters? Somehow, this philosophy/policy of, “The customer is always right” has been branded into the consumer’s psyche and repeatedly shoved in the face of business owners, managers, and employees. Having worked in Law Enforcement for several years, we’re taught by our instructors and leaders to consider “the spirit of the law” versus “the letter of the law.” These considerations dictate whether or not the cop is going to give you a ticket for going 5 miles over the speed limit. If we’re to follow the “letter of the law,” we’re going to go by the book each and every time without exception. It’s the “spirit” that allows us discretion to listen to a creative story of how your lover caught you with your spouse again and “thank God you’re here to protect me, Officer… and that’s why I was speeding. I was trying to get away!” Shouldn’t we, as business owners and managers, have that same option of discretion when a less than reasonable customer approaches chanting that misguided mantra? Now, of course, this is not to say that we should not recognize our positions as “authority figures” and practice a higher degree of professionalism, diplomacy, and tact. All of which are vital to your business. Professionalism is the difference between giving the appearance of genuine concern, and wrapping your knuckles on someone’s forehead to see if anybody’s home. Diplomacy is being able to give your customer the perception that you owe them, and have provided them with, an apology by stating something to the affect of, “I’m sorry you feel that our policy has inconvenienced you.” instead of actually apologizing and admitting fault for something that your company is righteous in maintaining. Tact is being able to tell your customer that it appears that your (policy, sign, product, etc.) was simply misunderstood without having to tell him/her that they’re a complete moron. Now, I’m also not condoning never admitting fault or accepting responsibility for genuine wrongs and doing everything within your ability to correct them. And there are schools of thought that strictly forbid admitting fault. Their mantra? “Better to ask forgiveness than permission.” However, by the very nature of such an absolute statement such as, “The customer is always right,” provides people, who for no other reason but a sense of entitlement, a free pass to come into your business with the expectation that they’re going to be able to conduct themselves however they wish. This includes treating you and/or your employees with utter disrespect and rudeness. As a result, our employee attrition rate is relatively low because we allow them the discretion of practicing professionalism, diplomacy, and tact. Fortunately, most of our clientele allow us the opportunity to provide them with genuine friendly service and resolve any issues with a mutually beneficial outcome. Unfortunately, every once in a while, you come across a customer, who no matter what extraordinary efforts you deploy to appease, is simply unreasonable. With that, you must then make an executive decision and these are just a few questions that should be considered in rapid-fire succession almost immediately. Is this customer worth keeping? How adversely will kicking him in the pants affect my business? Am I able to resolve this issue with little impact on my business or bank account? Am I going to diminish my employee’s sense of empowerment and/or sense of dignity by overturning their reasonable decision? I’m sure there are other considerations that you’re likely to make, but these are the very minimum. Incidentally, the person responsible for us having to endure the phrase, “The customer is always right.” was a gentleman by the name of H Gordon Selfridge. Mr. Selfridge was the founder of Selfridge’s Department Stores widely known across the United Kingdom. Perhaps Mr. Selfridge was stuck in the “letter of the law,” as he died insane and bankrupt. Food for thought.
: In banking and investing and insurance, many thousands of service-minded people enjoy client loyalty. Yet, most labour under a false basic assumption about why clients are loyal to them or their institution, rather than competitors. What really generates loyalty is warmth. The dominant view of loyalty in financial services equates loyalty with simple continuity of service. “If they keep on dealing with you, that means they’re loyal.
” This makes sense, but it lacks a basic understanding of what motivates people to be loyal. This view also supposes that people become loyal to whomever best satisfies their service requirements. “If they can read statements that arrive on time, and find good numbers in them, then you just need be nice and keep it up.” This makes sense, too. But does loyalty come simply from satisfying requirements and smiling? By conventional wisdom, good investment performance and reliable admin are not quite enough from investment advisors or financial planners. Indeed, they strive to have impressive diplomas and professional certifications, to dress for success, and to express clever perspectives. This makes sense, too. Yet, most of their clients simply assume the diplomas and certifications.
People want something more. connectedness the edge The conventional wisdom lacks edge. Here’s that edge: connectedness – mutual connection with the individual or institution. Some have it and don’t know how or why. Some credit their office dйcor, and they might be right. Dйcor has more draw power in a place with heart, though, where people connect. True loyalty goes both ways.
A customer who feels connected goes right past the competitor’s grand opening celebrations to deal with one of their favourite service representatives at their home branch of their bank. The Assistant to the Branch Manager at an investment firm’s local office remembers every client and pronounces their names correctly every time. She deals with them as if they’re loved, respected family members. They’d never go anywhere else. Connectedness transcends financial services professionals’ polished shoes and marble floors. Connectedness trumps tidy, timely admin, too. Connectedness even out-powers return on investment. In a Gallup Management Journal article, W. J. McEwen and J. H. Fleming write, “Without a strong emotional bond, customer satisfaction is meaningless.
” (Customer Satisfaction Doesn’t Count, GMJ, March 13, 2003) So, if one investment advisor’s power suit is less powerful than another’s, it probably doesn’t matter – if her clients feel connected to her. Connectedness outpowers free gifts, as well. beyond incentive programs Somewhere in North America today, a financial institution is giving away a nifty gift as an incentive for a certain market segment to sign up for a new account or service. For example, a bank is giving away iPods to young adults who sign up for a new account targeted at young adults. A credit union is giving first-time mortgage borrowers a three-figure discount on home insurance. When these incentives become actively competitive, some consumers learn to hold out for better. Gallup: “This might not be profitable.
That’s because repeated purchase behaviour has been motivated – or bribed – by a company’s offers of gifts, discounts, or other purchase rewards. These customers aren’t really loyal; they’re just customers who haven’t left – yet.” In such promotions, branch managers are generally rewarded on new sign-ups only. Ever wonder how many of those new accounts remain active and profitable? Some gauge loyalty by frequency or volume of transactions. If these are valid measures, then the loyalty jackpot must include a good measure of profitability. Wouldn’t it be nice if the loyalty grand prize also included mutual liking and trust? If that leads to greater depth-of-relationship or share-of-wallet, then you could make a profit and smile and dispense with trinkets.
let it happen Enter connectedness. It comes from being real sincerely. It lets clients be real with you, too. In a financial service relationship, that can be rewarding. Connectedness is not a common concept in financial services. Yet, connectedness is exactly what people seek in trust-based business relationships. It is a feeling of affinity to likable, trustworthy professionals. Gallup studies link this emotional engagement to lower attrition and higher profits. I see it when investment advisors and credit unions show their true colours in brand-aligned newsletters and client events. When you like and trust your client, and your client likes and trusts you, then you have a good basis to solve their problems and earn their loyalty.
If you continue to solve their problems and maintain mutual liking and trust, then you’ll enjoy loyalty that’s resilient
Customer Service Tips Ensuring the customer who keeps you in business is satisfied is crutcial. Here are some simple tips on how to maximize your customer service: 1. Keep in mind the quality of customer service can never surpass the quality of the people who provide it. Keeping those who work for you happy will improve the quality of service your customers experience. 2. Do for your customer as you would want to have done to you. It’s an easy principle really, knowing that your Employees take their cue from management. If you the employer don’t set the services expected by example, you are nto going to find your employees doing as you would like. Don’t just tell them how, show them. Customers will notice it too. 3. Remember you regulars. Remember to acknowledge those who make regular visits. They appreciate it when you have an understanding of who they are. Their regular attendance pays your wages. Treat them with the respect they deserve, you will keep them happy and returning again.. 4. Make a good impression. When your regulars come in, they will seek you out again and again. Your good service makes them want to return for your service. There’s a sense of trust and contentment knowing you’ve been a good representative of the company to them. Your smile and kind words will leave a lasting impression, and impression that will ensure they return.. 5. Go the extra mile. Customers appreciate feeling like VIP’s when they are being served. Giving then you attention and any ‘special’ treatment will go a long way on how they view the service they received. Ensure you always thank the customer for their business and a smile can go a long way. 6. Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Acknowledging your customer with a welcome and a hello, accompanied by a smile will have a huge impact on the rest of your service. If a customer feels ignored they will leave and give their business to another company. 7. Give customers the benefit of the doubt. The customer is always right attitude goes a long way. Even when you believe they are mistaken, give them the courteously of listening go their complaint. Then do what you can to resolve their concerns. 8. If a customer is looking for something specific, it goes a long way if you can go out of your way to ensure you can provide their request. For instance a customer really wants an outfit you have in the store, but their size is sold out. Making efforts to bring in that item will really impress your customer. This will in turn bring about repeat sales. 9. Training staff on the proper customer handling procedures so all are on the same page will add an overall good impression of the customer service you have in your store. 10. Talk to your customer, if you know a few things about them, you may be able to suggest items they could use in addition to the products they are considering. Don’t be pushy, just suggestive. Keep in mind that the big money isn’t as much in winning customers as it is in keeping your customers.
: About once a week I grab my laptop and head to a cafй to work, brainstorm, and map out business plans. I usually enjoy a lattй, cappuccino, or green tea while I work and I’ve found the change of scenery ignites my creativity and jump starts my productivity. For years I’ve gone to the same cafй on Yale Avenue for my weekly ritual, but last week I stopped into a Barnes & Noble Cafe. I approached the counter to purchase a lattй and the sales person immediately responded with an “up selling” offer. She asked, “Can I get you a slice of cheesecake to go with your Caramel Macchiato?
“ I wasn’t even thinking about dessert, yet I somehow let the unexpected query: “Can I get you a slice of cheesecake to go with your Caramel Macchiato?“ entice me into accepting a rich slice of cheesecake. The lady at the Barnes & Noble Cafй flawlessly executed the “up-selling” technique and without any hesitation I accepted. Not once in the three years of my attending my usual cafй has anyone tried to upsell me. As I enjoyed each delectable bite of the cheesecake I wondered, “What would it mean to Barnes & Noble’s bottom line if every salesperson in the Cafй attempted to upsell beverage seekers?
What would it mean to the bottom line if just 2% of customers everyday were upsold?” What would it mean to your bottom line if every one of your employees flawlessly upsold your customers? In my experience both as a consumer and as a Business Growth Strategist, I have discovered that many businesses avoid up-selling because they're concerned that the customer may feel irritated or pressured, and often customer service professionals are reluctant to upsell because they’re uncomfortable with a “selling” role. But here’s the thing: If you don’t try to upell you are 1) Leaving money on the table and 2) Withholding value-added services from your customers. When done right, upselling offers translate into sales 5-20% of the time. And research shows that most customers appreciate up-selling when they are offered additional benefits that are relevant to their needs. Read on to get 5 tips to help you confidently and successfully upservice your customers. Think of upserving as “Up-Servicing” - When done right, upselling is simply offering a “suggestion” to an already receptive buyer to enhance the value of her service. This is exactly what I experienced at Barnes & Noble Cafe.
I was already a receptive buyer and the cheesecake most definitely enhance the value of my experience. When viewed as truly upservicing as opposed to upselling, selling doesn’t feel so overwhelming. Make sure your upserving offer is always relevant to the customer’s needs. Offering a buyer of a lattй a book on Feng Shui tips may not be relevant and is likely to be rejection waiting to happen. But offering dessert truly offers to enhance the receptive customer’s experience. Be more interested in being of service than in getting a commission. Always focus on offering products or services that are relevant to the customer’s needs and will arguably enhance the customer’s experience. If your sole objective is to get a commission, customers will smell you a mile away. And trust me, they will not buy. Recognize that upservicing increases customer satisfaction. Surveys and research has found that offering products your customers might find useful is a proactive effort on your part that conclusively leads to increased satisfaction and loyalty.
Think of “up-servicing” as a proactive service initiative. When you add upservicing to your skill repertoire, you will increase customers satisfaction and grow your bottom line.
Know More about Verizon Customer Service Verizon is a company engaged in customer service. Its main office is located at 140 West Streest New York. It is a leader in providing broadband and wireless communication innovations to business, wholesale customers, government and the mass market. Verizon Wireless serves over than 67 million clients nationwide (primarily Europe and United States of America). It is a Dow 30 company with a workforce of about 232 thousand as of the first quarter of 2008. This article will give you more information about Verizon Communications Inc. Verizon’s services include Verizon Telecom and Verizon Business. Verizon Telecom gives customers around the world the benefits of entertainment and information services and converged communications through the most advanced fiber optic network. Verizon Business on the other hand delivers seamless and innovative business solutions to customers worldwide. Verizon also achieved numerous distinctions. A recent survey conducted by the Customer Respect Group revealed that Verizon website is ranked as the No. 1 among the websites of ten telecommunications providers. This is achieved by offering customers with gratifying set of web tools for executing their business with some other companies. Verizon’s operations rooted from a long history of commitment to respect and integrity. The company has a Code of Conduct containing the corporation’s commitment to certain values and standards. The goal of the company is to be the best brand in communications through making and keeping their promises to their communities, employees, shareholders and customers. Being a service business, Verizon has the ability to understand and answer the needs of the customers. Because it caters to different countries, different people with different languages are also being catered. Want to know how they do it? They have the Multilingual National Centers which are responsible for the service and sales to small businesses and consumers in their own languages such as Spanish, Mandarin, Cantonese, Russian, and Vietnamese. Because many tell they prefer talking to someone with the same dialect as theirs, Verizon created the center to have good customer relationship. Another proof of Verizon’s good customer service is the provision of 2 centers for customers with disabilities. The centers provide services for customers with hearing, vision and motion impairments. Verizon centers are available nationwide. Their teams of employees having diversed background are really committed in meeting the needs of customers with disabilities. According to the 2008 first quarter report, Verizon Communications Inc. continues to have strong operational results quantifiable through its sales. The company continues to lead the telecommunications industry in key metrics. Verizon’s Wireline business also has a strong sales growth in global strategic business and domestic FiOs services. Verizon proves to be financially capable with regards to its earnings. The consolidated operating revenues last year amounted to 93.5 billion dollars. It has 57 cents in diluted EPS (earnings per share) for the first quarter of 2008 alone. This is an increase from last year’s 51 cents earnings per share. The distinctions and financial returns are fruits of an excellent customer service being provided by the Verizon Company. But this cannot stop here. Customers are changing and evolving so the service industry must keep their pace. As Ivan Seidenberg, CEO and Chairman of Verizon states, the company continues to return value to its shareholders. They maintain their leadership in wireless industry through development initiative and introduction of enterprise services.
: This guy doesn't need you, but you might need him. He's good. He knows it. He's prepared to tell you how to do it. His “wisdom” is laid out for you to see. Make of him what you will, thing is, he’s made it in a big way. Sometimes we need to be told outright what’s going on, how to do something, how to make it, without huge amounts of hype, gloss and flash and he does just that. He calls himself The Rich Jerk. He's got a viewpoint that's straight down the line, calls it as it is and doesn't care if you don't act. He's successful and he knows it. He knows how to make money online and he's making his method available. Now you've got a chance to take advantage of it. If you're serious about making money online you really have to look at all of this. The information is condensed to the essentials. Clear, detailed and precise information about multiple successful strategies that’s he’s used and is still using today. His information about how to make money online includes (but is by no means limited to):
- 10 ways to create an affiliate site that sells, and sells, and sells
- How to knock off Google Adwords competition, and pay less as well
- How to get 20% click through from Adsense ads
- How he attained a #1 listing on Google and held it for 3 years
- How he develops huge link popularity through automation
- The ins and outs of "white hat" and "black hat" strategies
- Getting super-affiliate sites to promote you over the others
Last week I made an early morning trip to a seminar/book promo breakfast to promote my web site. After putting out flyers all over the place I took a moment to step in to the facility and caught a few moments of a morning with Jack Welch, the former CEO of GE. As I stepped through the door, a question and answer session was in progress. A woman stepped up to the microphone and asked "Is the customer always right?" Jack smiled and said, "You might not think so, and they may believe so, but if you don't make it so, you're dead!" Jack, that is a pretty strong consequence. Dead. But let's face it. Who will come to do business with you again after you argue with them about their dissatisfaction? I think most people will just go somewhere else. Isn't is just common sense that we let our customer complain and then make it right? Well for the business owner, we usually just grin and say " what would it take to make you happy today?" but what about our employees? If we have not taken the time to train our employees how to deal with an unhappy customer, how will they react when one attacks them with " the food was cold and tasted like crap!" or "I only had it for three days and the wheel fell off!" It is important that as part of training any employee who has contact with the customer they have training on dealing with complaints as well as how to work the register or take the order. As a business owner you probably have already thought of that. Is there a piece of this puzzle missing? The missing piece might be empowerment. The employee can be trained how to be calm and not take complaints personally. But what if they are not empowered to take action and correct the problem immediately themselves? What if you have instructed them to get you if there is a problem and you are on your way to the bank to make a deposit? In most cases an angry consumer will not wait for you to return. This would mean that if your employee is not empowered to make a correction or offer a compromise to make the customer happy, you would lose their business forever. How much does it cost to get a new customer? How much does it cost to make them happy when they are dissatisfied? The difference on paper is staggering. Therefore, as part of the training of a new employee, it should be taught what is possible to do to make a customer happy when they are complaining. A quick response to a problem is appreciated almost more than the actual solution in most cases. You see in life, we are all customers at some time or other, and I don't know about you, but when I am an upset customer, I am always right!
First of all, let’s have a brief introduction of CAD Services. Computer Aided Design (CAD) service is a type of computer-based tool, which can be used for drafting and designing related services. CAD is used in a wide range of designing fields such as architecture, mechanics and electronics. These CAD services enable a user to prepare faster and accurate drawings with flexibility in the drawing process. It also allows a user to modify dimensions with least efforts. CAD has many built-in features and helps in giving simple and easy accessibility to the user.
CAD can be identified as a user friendly computer based services used for all 2D and 3D modeling purposes. Some of the services from CAD are: autocad drafting, cad drafting services, CAD Outsourcing, 2D modeling, 3d modeling, animation, CAD Conversion, mechanical drafting and design, architectural cad drafting and design. These services can also be utilized to design machinery and various other tools. This is useful for engineers, architects, advertising designers and 2D as well as 3D animation professionals.
Architectural CAD Drafting and design would literally mean architectural drawing on Computer and getting your architectural drawing done in Digitized format. When it comes to designing of buildings, CAD is used in architecture as an efficient tool for designing all types of buildings. CAD can also be used by consumers in designing and developing various products. It can also be used as a mediator in other products.
It is very useful in engineering processes to create conceptual designs and layout analyses of components in manufacturing methods. Now when talking about CAD drafting software, CAD drafting software is used mostly for developing architectural and complex machine designs or drawings. CAD drafting software has all the primary features available in commonly used engineering CAD software. The most eminent characteristic of this type of software is that it allows users to differentiate components that is, to mark different components of a design with different color combinations provided with the software.
This helps in reducing product design time and improves the effectiveness of the designed products. Nowadays, the most advanced CAD drafting software available in the industry can support up to sixteen million color variations. Moreover the graphic user interface (GUI) provided with the software continuously prompts the user to color each and every new component that is added to the design products.
: Two weeks ago I scribed a note of praise for Office Depot on PlanetFeedback. Com. Two hours later I got a personal response from Office Depot’s executive office. Last Friday I logged a complex complaint via email to my wireless phone company. Less than 3 hours later a researched response landed in my email box. It wasn’t the response I hoped for, but it was a timely response. Both companies exceeded my expectations of timeliness and personalization of response. How would your customers rate their experience on your “Contact Us” page? Here are 4 tips to help you create an e-commerce experience that keeps customers in love with you after a service mishap.
1. Prominently display phone number. Many customers visit your “Contact Us” page for the sole purpose of locating a phone number. Don’t force your customers to fill out a form or contact you via email if they want to personally talk with you. Your phone number, preferably toll-free, should be prominently displayed on your home page and on your “Contact Us” page. 2. Create a list of Frequently Asked Questions. Identify the top 5 – 10 questions or complaints logged on your website and post them with answers. This will be a time saving convenience for customers and reduces your email/call volume. Amazon. com has one of the best FAQ sections I’ve seen on the web. When visitors click Help on amazon. com, they are soon viewing a page of more than 50 frequently asked questions and answers. Visitors almost never have to contact Amazon.
com directly for assistance. 3. Develop response standards. In 1998 I conducted an informal survey by shopping customer service departments on the Internet. In my survey, in which I logged complaints or posed questions, 60% of the companies didn’t even bother to respond. Of those that did respond, the average response time was 4.5 days. Today, e-commerce customers will not give you days to respond.
They expect a response within hours. Determine your response targets and then line up systems and processes to deliver your goal. Keep in mind that your initial e-response should never be delivered more than 24 hours after the customer contacts you. 4. Dedicate staff to email response. Well-intentioned companies are failing customers miserably because their representatives are juggling too many tasks. Customer Care staff cannot effectively respond to high volumes of phone calls, postal mail and email complaints and maintain quality service standards. If your Customer Care Department is receiving at least 400 email inquiries/complaints monthly, you need at least one person dedicated to reviewing, researching and responding to email complaints and this needs to be their primary job.
"Only the educated are free." -Epictetus There are countless articles and studies outlining the high cost of training – each with unique approaches to measuring the impact of training. During our current recession there is momentum for business’ to scale back all non-essential areas and training budgets are usually the first to go. Executives often view training as a nice-to-have function, but not required to stay in business. I understand their dilemma. If I were writing the check myself, I would be hard pressed to continue to pay for training when my income is less than it was a year ago. However, it is the high cost of NOT training that should be on the forefront of our minds, especially during a recession. During a recession, if I am lucky, I won’t have to lay off any workers. If not, I may have to let some people go, and rely on those left behind to carry the day until brighter times return. How do I motivate my staff to provide our customers superior and even ‘delightful’ customer service if I’m scaling back? How? - by making sure I’m giving each and every person who stays behind the skills and tools they need to deliver. Let’s look at an example in terms of Return on Investment (ROI). We train one worker for one hour. From the training he/she receives, they become 1% more efficient at their current job. They pick up one tip, trick, cost savings, new understanding – just one simple idea they can use on their job. Let’s do the math: 40 hours / week * 50 weeks / year = 2,000 hours / year 2,000 / year * 1% improved efficiency = 20 hours / year of improved efficiency This means that 1 hour invested in training = 20 hours returned Or, a 20:1 ROI. If you could get that kind of return on investment on Wall Street, you’d be considered a god… During a recession we’re all scrambling to grow, or at least, maintain our business. If you can find a line item that can give you a 20:1 ROI, I suggest you take it. And soon…
Preparing your vehicle for transportation First let's look at the best way to prepare your vehicle for transportation. Firstly, your car must be roadworthy. This is because employees of the auto transport company have to drive it on and off the transporter. Plus, you should wash you car to allow for easy inspection for such things as scratches and dents. Then make sure your car doesn't have any leaks. Cars are usually transported in batches on one large transporter. You will be responsible if any leakage of fluids from your car damages other cars on the same transport. By the same token, make sure your gas tank is less than a quarter full and other fluids such as break and suspension fluids have room for expansion. Next, secure or remove any accessories your car may have. This includes such things as antennae and wide mirrors on the outside of your car and after-market CD players on the inside. Make sure your alarm is disabled along with any other devices that may drain the battery. Remove all personal possessions from your car as the transport company will not want to take responsibility for them. In fact, the Department of Transportation does not legally permit the transport of personal belongings in vehicles transported on auto carriers. Bear in mind you may have to drive your car to a pick-up point agreed between you and the car transport company. This is because the transporter vehicles may be unable to access your neighborhood owing to their size. Finally, don't forget to consider the climatic conditions. If you're moving to, say, Alaska, it would be wise to put anti-freeze into your car before shipping. Plus check your heating or air-conditioning systems. You can also request a covered transport to further protect your vehicle against the elements. For international shipments, some other steps are needed. For one thing, you need to confirm your car meets the environmental standards of the destination country. You can get this information from the consulate of the country you're moving to along with details of any other restrictions that may apply. Your auto car services transport company can help you here. Note that international car transport regulations specify that cars be no taller than seven feet and have a minimum of four inches ground clearance. Checking the Car Shipping Documents So now that your car is ready for transport, let's look at the all-important question of paperwork. The key document involved in car transport is the bill of lading. This outlines all the terms and conditions of the agreement between you and the auto car transport services company. A key component of the bill of lading is the condition report which documents the condition of your car at the time of handover. It will also contain such details as odometer readings. As any future claims for damages will be made on the basis of the information in this report, you need to check it carefully before signing. Both you (or your designated representative) and a representative of the car transport company have to sign this both before and after loading. Generally, if your car is damaged you have two weeks in which to file a complaint. For international auto transport, additional paperwork such as those required for customs formalities will be required. And make note you will need the original title of your car and a Bill of Sale when arranging international shipment. Then there's the all-important matter of insurance. Ask for a copy of the car mover's insurance coverage. Your vehicle should be insured against damage and theft by your auto transport company. By law, carriers have to carry a minimum of $1,000,000 worth of public liability insurance as well as cargo coverage. And don't forget that your owner's insurance remains in effect throughout the transport of your car. If you're transporting you car by ocean container, it has to be professionally packed for the insurance to be valid. When it comes to documentation, the golden rule is that you have to make sure you have everything, including the total cost involved, in black and white. Providing you're well prepared and follow the above steps, there's no reason why you shouldn't enjoy a stress-free transportation of your car. But first make sure you find a reputable car transport services firm that offers a full service. A reputable car transport company will be happy to give you a free quote. Knowing that trained professionals are taking care of your precious car will give you peace of mind during this stressful time.
Whatever happened to the adage "The customer is king or queen"? or the customer is always right. Not anymore. Company’s representatives seem to delight in arguing with and stone-walling customers and some even brag on their blogs about early morning and late evening calling just to upset customers to set them up for their day. What kind of individual gets kicks from this kind of behavior? Do they even think before they call the reaction of the customer they call and whom they might come in contact with that day? Is this kind of action possibly more legal liability just waiting to happen? Road Rage is so common in our society now... what’s next - Telephone Tantrum? Will this also be a psychiatric diagnosis and a legally defendable offense? I would almost bet on it! Credit card companies are the amongst some of the worst offenders and now, if one is a good, pay your bills on time and in full customer they don’t want you and in fact, are considering penalizing the "good customer" by charging them an annual fee to use their card. Seriously? It truly amazes and stuns me how deplorable customer service has become. It‘s such an oxymoron... customer and service don’t go together anymore; there is no service for the customer it is all about the company’s way to make money, more profit. Don’t companies care anymore about the way that they are perceived? The only power and voice the customer has left is not to be a company’s customer anymore and when that happens there will be no need for the bottom-line, making money/profit, customer service or the CEO; therefore no more company. I have always been a positive person and I try to look at both sides of every situation. Do I have suggestions and offer solutions. ABSOLUTELY! When I have had an excellent experience with customer service I tell them so and thank them as well as telling everyone that I come in contact with what a great company, service or product they have. Lately, I have been silent... wonder why?
: Quality credentialing verification organizations (CVO’s) create an environment beyond simply generating credentialing reports for medical providers. A CVO with good customer service responds quickly to questions; has trained staff that is assigned to a particular client; can streamline the credentialing process; has good technology resources; and offers extra support, such as internal audits and tracking license renewals. An emphasis on customer service means that the CVO can supply substantive information and support to establish a true working relationship with a medical organization. There are five areas of a CVO’s customer service to consider: flexible credentialing processes which can be adapted in response to client needs; a range of quality services; quick responses to clients; individual support; and solid technology practices. Although some service points, such as a fast response to questions, can seem small, these areas display the quality of the CVO, which will define the long-term relationship between the CVO and its clients. Adapting credentialing services to client needs. CVOs should be responsive to their clients’ needs. The CVO should be accredited by either accrediting organization: National Committee for Quality Assurance (NCQA) or the Utilization Review Accreditation Councile (URAC) or comply with their credentialing standards. In addition, the CVO should add new credentialing standards for their clients and should also be able to adapt their credentialing processes by adding special criteria or using a subset of criteria.
This flexibility includes making recommendations to streamline processes and working with clients to determine what they need rather than following a preset checklist. Individualized support and quality controls. Individualized service means that there is a dedicated representative for each client. There should be a known manager to handle difficult situations and an established route to lodge complaints. All personnel should be trained to perform credentialing reports according to the accrediting organization’s standards. There should also be an established quality control system and regular internal audits for managing feedback, rewarding good service, and evaluating bad practice. The CVO should be able to supply a copy of their quality control policies and practices documentation. If they are accredited by NCQA or URAC, then there is a guarantee that these practices have been reviewed and audited and that their service meets industry standards.
High quality services. Two attributes of quality work are timeliness and thoroughness. Good CVOs will return credentialing reports as quick as industry norms, meaning around 60 days for hospital standards (JCAHO) and 30 days for managed care standards (NCQA and URAC). The credentialing reports will also be complete – no missing data or criteria and with full supporting documentation. CVOs should have an established maximum number of requests they make to organizations for information and other avenues of finding information. Problem files should be brought immediately to the review committee’s attention. All of these practices work together to make a thorough credentialing report. Additionally, good CVOs offer services such as tracking licensing dates and requirements (expirables) and disciplinary actions by various organizations (surveillance); consulting and training classes about credentialing processes; and support during internal audits. Quick response to client contact. Good CVOs respond to questions within 24 hours. They should answer any questions fully and as quickly and directly as possible rather than postponing or transferring them.
Technology resources. CVOs should be using the most recent technology, such as databases, paperless credentialing, and web access with adequate security and access control. Customer service is key to creating a good relationship between CVOs and medical organizations. Quality control policies, flexible credentialing processes and criteria, quick response time, good technology use, and responsiveness to questions and requests are five major areas where a CVO develops good customer relations. All these areas mean the CVO is responsive – that the CVO is paying attention to individual customer needs and consistently doing its best to meet them.
Complaints Are Not Always A Bad Thing Complaining customers are a scary proposition for many professionals, but the complaint situation represents an opportunity - not necessarily a problem. If you deal with a person's concerns respectfully and helpfully, your effort and consideration will almost always be appreciated, and former "complainers" will walk away feeling happy and valued. Recognizing how you can benefit from complaints given by customers makes for an opportunity to improve and grow. Depending on the nature and severity of the complaint, it’s a good idea to really grasp what the complaint is, what went wrong, and what was done to resolve it? Continue to meet with your team and review what the complaint was; consider approaches to ensure it does not happen again. Complaints can be difficult to handle, but, don’t be afraid of them. Be grateful to the customer for bringing the complaint to your attention. Had they simply ignored their dissatisfaction and went elsewhere; it would have been a lost customer. By their bringing this matter to you he is giving you the opportunity to correct it and to make future efforts on not letting the situation repeat. Complaints + resolution = growth and customer satisfaction.
After purchasing my new device FasTrak and registering my account on the net, I placed the device near to my vehicle’s dashboard near enough so as to the interceptors would countercheck my signal so that when I drive through the Fastrak traffic lane, my dues would be deducted proportionately. By the end of month of managing the device, I have learned that I can comfortably rally around the tracks upon all toll bridges and roads to adapt my motorcar into the Fastrak track, so I can proceed through much faster than anybody else. Beside my track is the Carpool track which takes up to three persons per automobile and allow them to pass through without slowing and paying the toll fee. Althouth I paid fee, but I don't have to wait and spent, I continued and keep on diving as if not a single thing has happened. I find this less overstressing and it gives me the satisfaction that I left all of the riders back to find advantage of the time the riders there by sitting and waiting to face the toll while I am taking advantage of the time to go where I am diving much faster. In my instance it is my work where I work to the other side of the Bay every day of the year. While I have been getting gain of this device attached to my vehicle, it too caused me to pause after I got my first violation in the mail with my image noticeably upon ticket and my license plate undoubtedly recorded. It had the correct date and down to the second time of the violation. How this could happen? I had been so used to just moving and proceeding where I had to move much faster without difficulty that I forgot to increase my account. Althogh I see the emails reporting me of the account getting short in balance, it is only my duty to increase the amount of my Fastrak device so that I can maintain passing through the Fastrak track. Following the surprise and shock of getting the traffic ticket I immediately went online, added my account proportionately, and done a mental note to myself as to never let this happen again. Still, I was still caught with these traffic fine and had to shell out for it. Luckily I visited a site on the net that would agree for a credit card that other sites did not agree for my violation. Nearly all sites only agree Visa and MasterCard, but I desired to use alternative credit card to compensate for this because I desired to compensate for this immediately and did not have my check with me. BobCOP was the website I visited at bobcop. com I was allowed to effortlessly compensate for my Fastrak fine and I got my comfort. Not only did this website grant me to compensate for my Fastrak fine, it also approves each one to compensate for just about everything for everything from pay citation, pay ticket, pay citations, Pay tickets, pay ticket online, pay parking ticket, pay fastrak, pay tickets online, pay traffic ticket, pay traffic tickets, pay traffic tickets online, traffic ticket, traffic citations, fastrak violations, red light violations, and even outstanding warrants. I was surprised. Nevertheless, followed by straighting out my debt to the Fastrak Violations Bureau, I continued to utilize my device to go through the FasTrak track without slowing. I'm so relieved I purchased it and made an attempt, for the reason that I was contemplating on doing this for a long time. I don't realize why I killed the time so many days. If you are like me, a woman who exercises the expressways to ride to office and cross the Bay Bridges and don't intend to wait and are short on time, then I greatly refer the purchasing of the Fastrak device for your vehicle. It will save you a huge amount of period and fewer stop. I learned that I have less tension and anxiety when diving on the line of traffic with so many hundred thousands of other cars. With my new device I can leave the commuters behind instead of being slowdown with the traffic. Thanks to Fastrak and also thanks to bobcop. com
By Flemming Andersen Moving is a difficult and stressful time. There are a lot of things that have to be done and it can take a long time to get everything that you want and need to be done. In most cases, there are so many things that have to be packed and loaded up, that time runs out before it all can be achieved. It can be a helpful idea to hire movers to help with the load of all the work that needs to be done. Movers are there to help with these things so that your life is easier and you can worry about other things that come up when you are trying to move from one location to another. There are many movers in certain areas. All you have to do is find one that you feel comfortable with and you will be ready for the big move. The first thing that you should do when you are looking for the right movers to help you is search around. You should call around and find out prices first. Another thing that you can do is asked for references from each company. Most of these companies will have references or former customers to help you get a better idea of what the company is like and what you can expect from them. Once you find the movers that you want to use, you should reserve them for the date that you are going to need them to move you. Most of the time, movers are booked up. For this reason, you should make the reservation early so that you do not end up with no one on the day of your move. In some cases, you may have to pay a deposit or you will have to give them a credit card number so that they can book you for the date. Getting movers for your move is a smart thing to do and one that you will appreciate very much. You will be glad that someone else is there to help with the packing and unloading. This is a huge help for anyone that is trying to move and work at the same time. Moving takes a lot of time and there are so many little factors that have to be taken care of before you can actually get into the new place. It is so important to make sure that all the little details are taken care of and when you have movers to worry about the other things, you will feel less stressed and more relaxed. Movers also have insurance to protect them and you incase any items that you are moving get broken or lost. You should always make sure that the movers provide you with their insurance so that you can feel protected and more comfortable with your decision. For more info visit: http:// find-movers. org/
Help desk have now become a core part of good business service and operation. The term itself is generally associated with the end user support center. However, the fundamental role it plays on a company’s service function is to bring multiple resources together to solve issues about the customer’s satisfaction. It is no longer limited to mean internal support within only the company but also external support groups. In most companies, a help desk may consist of a single person with a phone number and a standard procedure of handling problems that come in. A help desk, for larger companies is a group of experts using a software that helps track the status of problems as well as other special softwares that analyze the problem.
It is a place for centralized help within an enterprise to help the users of their products and services. It becomes the center in where customers can call to place orders, track shipments and get help with products. Help desk softwares are aimed to improve user productivity in whatever line of business you are in. It is a source that provides a fast deployment process to enable immediate efficient and ample IT support solution. There exists a wide range of software programs one can choose from depending on specific business needs. The most evident advantage of the use of a help desk software is increased customer satisfaction due to the reduction of customer downtime and support call numbers. It makes possible faster and more accurate responses to customers by solving new problems through proven solutions. It quickly identifies problem areas in products and services so that everyone knows exactly what is going on. Help desk management lies at the heart of any successful help desk solution. Most programs offer extensive information and a free download test. This would help the user company evaluate whether a specific program specifically meets their needs. A typical help desk software includes a consistent user interface from a web browser. This allows the user to easily navigate the entire software program. It also features the ability to assign a unique ID to each help desk inquiry. The creation and tracking of help desk problems by multiple staff personnel is made possible while related help desk issues appear when addressing specific functions. Reporting would include such items as track issues by product, model number or versions while tracking support contracts, support times and generating release notes. It also specifies the time spent per inquiry and per help desk personnel reports. E-mail, live chat and automated phone follow-up contact is also possible. A call history information is formed when conversations between the help desk user and customer support are documented. Predefined scripts are usually integrated so that the same help desk support message is delivered regardless of the support person involved. The ability of a user company to adopt those programs into their own operation will be of their best advantage. It is best to avoid overly cumbersome programs which clutter the process. A well-defined and suitable help desk program should benefit your customer as well as your business.