All’s well that ends well

A pleasant customer service experience over the phone earlier today prompted me to share this tip as a reminder of the huge rewards that companies get from handling customer complaints effectively.

Having ordered a set of colour glaze mugs online along with four other items, you can imagine my dismay when on opening the package, I discovered that FOUR of the six mugs were broken. Not cracked or the handle badly broken, but smashed into numerous fragments!

Another two fragile items were undamaged, so the inconvenience was most unwelcomed, especially at this time of the year. Online shopping was meant to help me manage time better, not waste it.

On calling customer service and providing details or the order number and damaged item, the agent indicated that she’ll order another set out. She listened, understood the problem, assessed the situation and offered a solution. Within two minutes, she had offered a solution, taken a note for the manager and apologised on behalf of the company she represented. That is what I consider ‘Customer Service Excellence’!

‘Improve Customer Service’ is the first of my seven tips on how to recession proof your business. Here’s why: When businesses treat ‘EVERYONE’ as a valued customer (internal and external). It pays dividends with motivated staff and loyal customers. Loyal customers provide referrals.

What the customer service agent did was to convert a potentially charged situation into a pleasant experience and in the process raised the credibility of the company in my view. Yes, a referral for that company is one I am happy to make.
Best for 2009!

Veronica

www.executive-solutions.co.uk/Events.htm

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Recession proof your business -retaining and attracting customers

In a recession, businesses selling training and coaching services to other businesses face huge challenges to get customers to continue investing in staff as a way of increasing business success. An economic downturn does present opportunities for some businesses as they expand their products and services to a wider range of customers.

Businesses are faced with the uphill task of retaining customers and attracting new ones cannot rely on a bruised and demoralised sales and marketing teams.

Here are seven steps you can take to ensure you retain existing customers, even as you attract news ones:

* Improve customer service. Treat everyone as a valued customer (internal and external). It pays dividends with motivated staff and loyal customers. Loyal customers provide referrals.

*Repackage your services or products to include a menu reflecting the varied needs of clients. Clients will benefit by getting greater value for money.

* Offer post-sale support, e.g., free advice, instead of selling another ‘solution’ immediately.

* Reward client loyalty –provide free reports or product samples.

* Be flexible. Make it easier for clients to do business with you. Go to them, rather than having them come to you.

* Provide incentives for new clients, discounts for multiple purchases.

* Invest in staff training, especially in improving customer service and innovative approaches to winning new clients.

Difficult economic climate calls for creative solutions and innovative approaches and repositioning of businesses.

What do you think? Do share any additional suggestions you have of what has worked in your organisation.

Veronica

http://www.executive-solutions.org/