What is Customer Service Is it just about smiling and being nice to customers? It is generally accepted that it is very difficult to deliver high standards of customer service. Some say we have not been educated for it - it is not our tradition. This observation is often justified by stating that since late Victorian and early Edwardian times fewer and fewer people have worked in 'service‘.
The selling process is not complete merely because the customer has stated that he or she will buy your products or services.
Regardless of your customer's previous feeling towards your company, the experience they have after they have bought will have a significant impact on future sales. Customer service doesn't complete the sale; it reignites the sales cycle.
Whilst customer service represents the last element in many standard sales processes it could also be argued that it is the first element in a recurring sales process.
Ask yourself: Did I ensure that the agreements reached with the customer actually happened? Did I attempt to up-sell? Did I ask for a referral? What records are kept and maintained? What feedback did I get about how the customer benefited from my product/ service? How could customer service be improved?
Keeping Customers Satisfied and Staying Competitive Getting a prospect to place an order and become a customer is long and arduous. Although the search for prospects to turn into new customers never stops, you should also never stop building good relationships with your present customers.
Goodwill Goodwill is a factor related to customer attitudes and sentiments toward you and your company. The loss of goodwill is, in effect, the loss of sales. Goodwill building is not automatic. It requires a deliberate, conscientious, and sincere concern about customer interests and needs over extended periods of time. Goodwill Goodwill is a factor related to customer attitudes and sentiments toward you and your company. The loss of goodwill is, in effect, the loss of sales. Goodwill building is not automatic. It requires a deliberate, conscientious, and sincere concern about customer interests and needs over extended periods of time. Article Source: http://EzineArticles.com/9052678
Why Is Customer Service Important There are a number of empirical studies on the value of customer service and the effect of repeat business on the bottom line. They found that customers become more profitable over time as increased sales; reduced costs of distribution; referrals; and the opportunity to up-sell all add to the bottom line.
The Importance of Developing Enthusiastic Customers Keep in touch: check after delivery to see that things are going well. Check again later and ask for leads on new prospects. Handle any complaints promptly: problems are inevitable. Do not ignore them. They grow with neglect. Do more than the customer expects in satisfying the complaint. Be a friend: think of the customer as a friend and do things for them accordingly. Send birthday cards or postcards while you are on holidays. Congratulate him or her on awards or advancement.
Give praise when it is due: look for things for which you can give legitimate praise: something the firm has done awards, increased earnings, and a big order. Congratulate the customer personally for awards, election to an office, and honours. Customers appreciate attention too. Send prospects to your customers: if your customers are in business, send leads or refer prospects to them. It is human nature to respond in kind to anyone who does us a favor.
Complaints The best way to deal with complaints is to: - Acknowledge the complaint Listen carefully for information Do not defend or excuse Empathise with the caller Promise to put investigate it Promise to call back is necessary and do so
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