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Member You - Customer Service Policy Geared For Excellence
It has been often noted than small businesses are the driving force behind the large number of innovations that contribute to growth of a national economy through employment creation, investments and export. But the fact that they don’t have the money or the bandwidth to carry out strong marketing programmes has always kept them in the dark corner of an economic society. Comprising nearly two thirds of the enterprises in India, small businesses have never been given the opportunity to come into the limelight. As India becomes the playground for the world, these small businesses across various industries now seem to be ignored much more than ever before. Suddenly w
10. What is your policy for dealing with customer complaints?
People do not want excuses from you regarding poor service. They want help, and they want words that are empathetic such as "I can tell you are disappointed. I am so very sorry. Let me see if I can help you out of this jam." If a customer thinks there is a problem, there is a problem. A customer is always right even when he or she is wrong.
11. What is your shipping policy (if you ship products).
People want quick delivery, and they want their product delivered in impeccable condition. Work this out on pap
A trade show is a great place to network, look for a job, find a new employee or develop a partnership.Are you in the market for a change? Maybe. Maybe not. But it’s always smart to be willing to chat.CAVEAT – Don’t gossip. Don’t be negative. Don’t burn bridges. Every industry is a closed loop, so what goes around comes around. You never know who knows what.HERE'S A START - 50 QUESTIONS.......These can be asked in an official interview or during a random, casual conversation. Listen carefully not only to the words but the tone and context.1) Why did or do you want to leave your last employer?2) What is your favorite
Your lesson for today is to put pen to paper and write a rock solid customer service policy for your business. This policy should state explicitly how you will treat your customers at each and every turn. By answering the following questions, you will have covered the basics of your customer service program. Are you ready?
1. Who is your customer, and what are you doing to get to know him or her on a personal level?
Examples: Customer profile cards
One employee assigned to following the wins and wows of your customers
A bulletin board celebrating the events in the lives of your customers
2. What is your return policy, and how are customers treated when they return an item?
Use the same courtesy you used when a customer purchased an item.
3. What is your policy for returning phone calls and eMails?
Customers generally want a response within 24 hours, and this policy should be stated and posted.
4. How does everyone in your company answer the telephone?
People want a cheerful voice on your end of the telephone. They also do not want a busy signal when they call.
5. What is your policy for dealing with customers during a wait?
People love special treatment. Use this time to roll out the red carpet by offering a cup of coffee, a soda, or a glass of sparkling water.
6. What is your policy for training staff on how to serve your customers?
Spend one hour, two times per month, educating your staff on how to treat your customers. This treatment could make or break your relationship with your customers.
7. What is your policy for dealing with vendors and their products?
Your vendors are a part of your company, and the quality and care, which you request from them for your customers, should be exceptional. Remember...if your vendors are not providing you with outstanding customer service, your clients/customers will suffer.
8. If you offer a guarantee or warranty, are you honoring this?
If your customer knows that your product or service is guaranteed but there are too many loopholes that make this null and void, you will lose trust with your buyers.
9. Who is your benchmark?
Benchmarking is the continuous process of measuring products, services, and business practices of your company against the toughest and best competition in your industry. Your benchmark can be anyone and does not have to be restricted to your local region. What is the best company in your field doing that you are not doing or that you can do better?
10. What is your policy for dealing with customer complaints?
People do not want excuses from you regarding poor service. They want help, and they want words that are empathetic such as "I can tell you are disappointed. I am so very sorry. Let me see if I can help you out of this jam." If a customer thinks there is a problem, there is a problem. A customer is always right even when he or she is wrong.
11. What is your shipping policy (if you ship products).
People want quick delivery, and they want their product delivered in impeccable condition. Work this out on pape
Congratulations, you’ve just graduated with a degree in your chosen field.So what’s your next step going to be to launch your long-anticipated career?Like a young racehorse at the starting gate, you have tons of energy and determination, and are anxious to get out there and seize new career opportunities. But are you ready? Do you know what you need to do? Do you have a plan of action to turn those opportunities into a reality? If you don’t, you will need to get one.I’m sure you’ve heard the old adage that the quickest route from point A to point B is a straight line. Well, launching your career is no different in terms of setting your job search go
Examples: Customer profile cards
One employee assigned to following the wins and wows of your customers
A bulletin board celebrating the events in the lives of your customers
2. What is your return policy, and how are customers treated when they return an item?
Use the same courtesy you used when a customer purchased an item.
3. What is your policy for returning phone calls and eMails?
Customers generally want a response within 24 hours, and this policy should be stated and posted.
4. How does everyone in your company answer the telephone?
People want a cheerful voice on your end of the telephone. They also do not want a busy signal when they call.
5. What is your policy for dealing with customers during a wait?
People love special treatment. Use this time to roll out the red carpet by offering a cup of coffee, a soda, or a glass of sparkling water.
6. What is your policy for training staff on how to serve your customers?
Spend one hour, two times per month, educating your staff on how to treat your customers. This treatment could make or break your relationship with your customers.
7. What is your policy for dealing with vendors and their products?
Your vendors are a part of your company, and the quality and care, which you request from them for your customers, should be exceptional. Remember...if your vendors are not providing you with outstanding customer service, your clients/customers will suffer.
8. If you offer a guarantee or warranty, are you honoring this?
If your customer knows that your product or service is guaranteed but there are too many loopholes that make this null and void, you will lose trust with your buyers.
9. Who is your benchmark?
Benchmarking is the continuous process of measuring products, services, and business practices of your company against the toughest and best competition in your industry. Your benchmark can be anyone and does not have to be restricted to your local region. What is the best company in your field doing that you are not doing or that you can do better?
10. What is your policy for dealing with customer complaints?
People do not want excuses from you regarding poor service. They want help, and they want words that are empathetic such as "I can tell you are disappointed. I am so very sorry. Let me see if I can help you out of this jam." If a customer thinks there is a problem, there is a problem. A customer is always right even when he or she is wrong.
11. What is your shipping policy (if you ship products).
People want quick delivery, and they want their product delivered in impeccable condition. Work this out on pap
Laser pointers are useful when used at a business meeting to point out areas of interest on a chart or graph, and very amusing when the kitty chases them around the floor. But, innocuous as they seem, even the weakest of laser pointers can do damage if the eye is exposed to them directly for a length of time.Visual disturbances and sometimes damage of the retina or cornea can develop from exposure to a laser pointer. Though it may seem silly, eye protection may be necessary to avoid injuries that arise from exposure to laser pointers. There is nothing funny about loss of vision caused by ‘playing’ with a laser pointer, so handle them carefully and use them
5. What is your policy for dealing with customers during a wait?
People love special treatment. Use this time to roll out the red carpet by offering a cup of coffee, a soda, or a glass of sparkling water.
6. What is your policy for training staff on how to serve your customers?
Spend one hour, two times per month, educating your staff on how to treat your customers. This treatment could make or break your relationship with your customers.
7. What is your policy for dealing with vendors and their products?
Your vendors are a part of your company, and the quality and care, which you request from them for your customers, should be exceptional. Remember...if your vendors are not providing you with outstanding customer service, your clients/customers will suffer.
8. If you offer a guarantee or warranty, are you honoring this?
If your customer knows that your product or service is guaranteed but there are too many loopholes that make this null and void, you will lose trust with your buyers.
9. Who is your benchmark?
Benchmarking is the continuous process of measuring products, services, and business practices of your company against the toughest and best competition in your industry. Your benchmark can be anyone and does not have to be restricted to your local region. What is the best company in your field doing that you are not doing or that you can do better?
10. What is your policy for dealing with customer complaints?
People do not want excuses from you regarding poor service. They want help, and they want words that are empathetic such as "I can tell you are disappointed. I am so very sorry. Let me see if I can help you out of this jam." If a customer thinks there is a problem, there is a problem. A customer is always right even when he or she is wrong.
11. What is your shipping policy (if you ship products).
People want quick delivery, and they want their product delivered in impeccable condition. Work this out on pap
Our DSL service was supposed to be up and running a couple of days after we moved into our new house. Three weeks later, I was still trying to figure out what had gone wrong. I spent hours on the phone, waiting for people to “look up my account” and “talk to their supervisor.” Turns out, someone had mysteriously cancelled my order. How did that happen? No one knew, but everyone I spoke to was “very sorry for your inconvenience,” and assured me he “would get to the bottom of this and get it resolved.” To this day, I have no idea what happened, or why it took so long to get my complaint resolved.After spending nearly a month on the phone, getting bounced from
8. If you offer a guarantee or warranty, are you honoring this?
If your customer knows that your product or service is guaranteed but there are too many loopholes that make this null and void, you will lose trust with your buyers.
9. Who is your benchmark?
Benchmarking is the continuous process of measuring products, services, and business practices of your company against the toughest and best competition in your industry. Your benchmark can be anyone and does not have to be restricted to your local region. What is the best company in your field doing that you are not doing or that you can do better?
10. What is your policy for dealing with customer complaints?
People do not want excuses from you regarding poor service. They want help, and they want words that are empathetic such as "I can tell you are disappointed. I am so very sorry. Let me see if I can help you out of this jam." If a customer thinks there is a problem, there is a problem. A customer is always right even when he or she is wrong.
11. What is your shipping policy (if you ship products).
People want quick delivery, and they want their product delivered in impeccable condition. Work this out on pap
Deciding to hold a corporate event is just the beginning and to most companies a very time consuming and daunting task. The three most important questions faced by any company are Where, When and How your event will happen. Firstly you need to define your objectives and requirements. All too often we find that these two aspects get overlooked. As with most things in life, if you know what you want and what you need to achieve, you stand a much better chance of success.Where to Stage Your Event – The VenueOne of the most important factors in determining the success of your event is the venue – this factor alone can literally make or break the whol
10. What is your policy for dealing with customer complaints?
People do not want excuses from you regarding poor service. They want help, and they want words that are empathetic such as "I can tell you are disappointed. I am so very sorry. Let me see if I can help you out of this jam." If a customer thinks there is a problem, there is a problem. A customer is always right even when he or she is wrong.
11. What is your shipping policy (if you ship products).
People want quick delivery, and they want their product delivered in impeccable condition. Work this out on paper and be prepared to tell a customer with confidence that he or she will receive the product quickly and in great shape!
12. How do you keep a client updated when an item is on backorder?
Keep the lines of communication open by sending frequent updates on the status of a customer's wait.
13. What are your hours of operation?
This seems simple, but it is very important. People want to know when you are open and when you are closed. Post these on your website and add them to your voice mail greeting.
14. What are the 20 ways that you add value to your customers?
Do you offer private sales? Do you offer discounts to current customers? Do you invite your customers in to sample new products and services before the general public gets a peek? Do your best to come up with at least 20 ways that you add value to your services, and deliver those with a wonderful attitude? Do you offer a kid's corner, Valet parking, a Concierge service, or something that makes your customers go WOW? Think creatively on this question, and come up with at least 20 ways you add value to the life of your buyers. This could be something as simple as special soap in the restrooms or the most current selection of magazines in your waiting area.
15. How often do you use customer satisfaction surveys to improve your business?
Surveys are a great way to find out what is on the minds of your customers. On Day 76, we will be asking you to develop a customer survey, so begin thinking about what it is that you want to know that will improve the effectiveness of your company.
© Copyright 2004 by Alicia Smith
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