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Generating Publicity: Will The Media Be Interested In My Product/Business?
When it comes to launching a new business or product, some marketing consultants might say that EVERY product is appropriate for a publicity or media exposure campaign. That is true to a degree, but as a PR/publicity professional and former...
Global Banking Forced to Favour the Customer
Banks worldwide are offering more and more new services that help the customer understand and plan for their future. The bank or financial institution is nothing without the customer and finally the customer is reaping some of the rewards....
How To Create A Better Brochure
Having a quality brochure makes a positive impression on a potential customer. It gives the appearance that you’re serious about your business.
And it may give you an advantage over competitors who don’t use brochures.
Printing...
Keep Your Customers Coming Back
So you have satisfied customers. So what. "What do you mean, so
what! We work very hard to achieve customer satisfaction - we're
very proud of it."
Yes, no dispute that customer satisfaction is critical in the
twenty first century, your...
Mining For Gold With The Best Affiliate Programs And Hitting Pay Dirt
Colin McDougall tinkered around with affiliate programs earning a few dollars, nothing much to write home about, even had his own e-commerce site, known as the man’s mall. In theory that site was supposed to offer all sorts of gadgets for...
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Customer Service - Not the Guru Way, but Three Simple Steps!*
You can spend a fortune on having someone come and tell you how
to deliver customer service or you can do much more, for much,
much less.
It's just that having a tub-thumping guru on hand to do some
extraordinary things (though mainly irrelevant - give them a
dollar each and tell them the 'buck stops with you' - is an
example), is more visible to stockholders, if quite pointless.
So bosses seem to be doing something special, when actually what
is needed is a simple approach.
As Robert Tannehill, an expert on customer service
training, comments on what 'gurus' do, as follows:-
"These fringy things that some motivational trainers have
companies spend money on makes my blood boil. If these people do
crazy things to give them the guru touch, they can get companies
to spend thousands. Dancing even - huh?
You see, management actions ensure that bad service to customers
is almost always - I'd give it 99% - not the fault of their
sharp end operatives.
Here's why...
1. They recruit the wrong people
So their most important business activity is screwed because
they've got unfriendly people at their most vulnerable point.
Solution
Rigorously recruit 'people' people for your customer facing
ambassadors. They have to be
comfortable developing
relationships that feel great and encourage real friendliness,
customer and employee.
2. They fail to set the right conditions
Which will enable their people to work best.
Solution
Managers must make sure that they listen carefully to the issues
getting in the way of their best people performing well - and
fix them fast. This includes training them appropriately, which
is usually mentoring on the job, by key employees who have the
time and experience of doing this role really well.
3. They want too much
By giving their customer service people loads of ancillary stuff
to do - at the same time.
Solution
Stop demanding more than one output from any of your people, who
are giving your valuable customers the very best service at all
times.
Three steps and save yourself tens or even hundreds of thousands
in consultants fees. Easy!
About the author:
© 2005-6 Martin Haworth is a Business and Management Coach. He
works worldwide, mainly by phone, with small business owners,
managers and corporate leaders. He has hundreds of hints, tips
and ideas at his website, www.coaching-businesses-to-success.com
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