Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Marketing, Technology in business, business, sales | Tags: Customer Service, Training, Marketing, Complaint tracking database, Consultant, Management service, Customer retention, Improved market share, Customer relations, Business development, Business practices, Business retention, Personnel assessments, Business improvement programs, Marketing plans, Marketing programs, Market share, Costing models, Measurement systems
The countries largest municipal transit organization has realized what many have been saying for years. That good customer service is important if one wants to not only retain the customers they have, but to also increase ridership.
The TTC got caught not providing what their customers wanted. While the service might have been great 10 years ago it is not any more. A few incidents in the media and it is now a feeding frenzy.
There’s a higher expectation today and the TTC needs to line up to that expectation,” said TTC chair Adam Giambrone.
What is true for the TTC is true for any transit company. Are they providing the service their customers require? Unfortunately many do not have formal tracking programs so, one, have no idea how many complaints they may be getting and, two, have no idea of what their customer’s expectations are.
Cornerstone Management Services Inc. has a formal tracking system for customer complaints, “Customer Relationship Management Reporting System”. This system, in short,tracks every complaint ,encourages rapid resolution and then allows for reporting by complaint type for management information and action. It also measures the complaint resolution rate by department. It is easily manipulated for each organizations configuration.
A system like this would show what the customer’s expectation trends were long before they hit the media and caused a frenzy in the public. So why doesn’t every transit organization have this? Many try to keep track by hand, but can’t keep up. Others do resolve their complaints, perhaps not as quickly as they should, but then do not or can not easily retrieve reportable past history. There are some that have too many projects to bother implementing the tracking system.
In light of what the TTC is experiencing perhaps every transit organization, even smaller ones , should be looking at a reporting system so they could improve their service. Improving customer service should be priority one. Making no improvements will cost business. This is lost business that many can ill afford to lose.
As written in the Toronto Star by Royson James, “Maybe Giambrone will make customer service his highest priority. After all, as the TTC goes, so goes his soon-to-be announced candidacy for mayor. Can’t run the TTC; can’t run the city”. Clearly the TTC is losing ridership and a young Chairman could well lose his political aspirations, all due to poor customer service.
Our reporting system is easy to use and in expensive. We can tailor it to your own configuration. Don’t wait to find your organization is in a hole, call or e mail us today.
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Marketing, Technology in business, business, dress for success, promotional wear, sales | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
If you’re considering how to best improve your customer service – take a look at your organization from top down. Ask yourself this question “Are we continually thinking of Customer Service”? If not thats part of the answer. Then ask “What is the customer perception when they first do business with us?” Are they greeted on the telephone in a pleasant manner, do my employees meeting the customers dress reflecting the company image?”. If not there is a good starting point.
Make sure your customer is greeted in a friendly manner either when they visit you or call you every time.
Make sure your customers are dressed for success- that meet your company image.
Finally allow every employee to become part of the customer is number one program.
Just making sure these three points are covered could take you way ahead of you competition which will result in higher sales for you!
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Marketing, Technology in business, business, dress for success, promotional wear, sales | Tags: Business development, Business improvement programs, Business practices, Business retention, caps, Complaint tracking database, Consultant, Costing models, Customer analysis, Customer relations, Customer retention, Customer Service, Customer surveys, give aways, Improved market share, improved sales, increased profit, jackets, logos, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, promotional wear, Training, uniforms
What do dress codes have to do with Customer Service?
Your interested in improving your customer service and all of a sudden your reading an article on the dress of your employees. What has dress got to do with Customer Service? John Molloy in his book, Dress for Success, suggests, “we are preconditioned by our environment, and the clothing we wear is an integral part of that environment. The way we dress has remarkable impact on the people we meet professionally or socially and greatly (sometimes crucially) affects how they treat us.” He concludes ,the fact is that “people who look successful and well educated receive preferential treatment in almost all their social or business encounters.”
If your employees are dressed properly your customers will treat them accordingly and they will be successful in business. That will equate to improved business for your company. A willingness to do work with your employees results in more sales in the company coffers.
Successful dress need not be expensive!
Dressing for success does not necessarily mean everyone should be wearing the “IBM Dress”, blue three piece suit ,white shirt etc. The manner of dress should suit the job. Dress codes are important as they affect and reflect the work environment. Brad Johnson, special council for the labour and Employment department at Foley and Lardner law firm in Jacksonville, states, employers have leeway with dress codes, they should be established with in reason, they need to relate to the business.” Molloy explains the first rule is “common sense”. So a stock broker wears the 3 piece suit and the store salesperson wears nice conservative clean sharp business casual wear. Patrick Golden a senior art director explains “ you don’t want to underscore your work by looking like a slob”.
The “Moment of Truth”.
In other pieces we have talked about the Moment of truth. Martha Barrett a manager of businesses for the King Cos. an employment leasing firm, says ‘Appearance says a lot about you when you’re meeting someone for the first time.”
Every company or organization should have a dress code that fits their individual business. Dress codes affect personal appearance as well as that of a company, there are instances where violations can get sticky. Dress Codes should be self enforced. If your IBM or stock broker then a blue suit, if your landscape gardener a tee shirt with the company logo, a matching logoembroidered cap and appropriate pants. The important point is dress professionally to suit the job.
So why come to Cornerstone Management Services?
Cornerstone Management Services Inc. has been in business for 9 years, selling a successful database and helping customers improve their customer service. More and more companies are looking for that edge to get them higher than their competition. We have taught courses on customer service part of which includes ,” The Moment of Truth”. This has led us to expand our business offering into the promotional or perhaps professional wear area.
We have access to a number of different companies to help set your dress code. Also we can call on the menswear sales manager of a former major Canadian retail department store for input based on his 40 years of expertise. Our goal would be to outfit your employees in the dress code that meets your level of professionalism, without the high cost.
For more information see:
http://www.cornerstonemanagementservices.com/promotional_wear.html
or contact us at:
905-336-6503
www.cornerstonemanagementservices.com
Email: dave.morris@sympatico.ca
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Technology in business, business | Tags: Business development, Business improvement programs, Business practices, Business retention, caps, Complaint tracking database, Consultant, Costing models, Customer analysis, Customer relations, Customer retention, Customer Service, Customer surveys, dress for success, give aways, giveaways, golf shirts(logos), Improved market share, improved sales, increased profit, jackets, logos, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, promotional wear, Training, uniforms
Cornerstone Management Services Inc. has grown since its inception some 8 years ago. During this time we have produced marketing plans, taught customer service courses and developed and marketed our successful Customer Relationship Management Reporting System.
Part of each of our Customer Service courses is explaining the importance of “The Moment of Truth”. We believe in “The Moment of Truth”. This is the time when your customer first meets one of your employees. He/She will form an opinion as soon as they contact your employee as to what kind of business is being run and if they in fact want to do business with you. The key is to provide the best service possible, as professionally as possible. In the words of Will Rogers, “You never get a second chance at a first impression.”
Our business/marketing plans, spend considerable time to set the tone and level of professionalism, for a company. This includes how the employees dress. As part of our business we have supplied shirts, caps and other promotional items. In today’s world businesses fight for every sale they can make , and it is most important that your staff are dressed in a clothes that makes them look as professional as possible.
We would suggest that Company’s outfit their employees in either golf shirts, casual shirts or dress shirts with the company logo embroidered on the chest. This sets the level of professionalism realized by the Customer. To this end we are pleased to announce we are expanding our business to making available a wider variety of items.
Whether you operate a pizzeria, manage a parts distribution store, manage a transit system, or are a Chef. We can outfit your employees in smart professional wear, embroidered or silk screened with your logo. We can also help you develop special marketing programs. Should these programs require give a ways, we can help develop and obtain these for you too.
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Technology in business, business
Recently I had a problem with my computer and a virus. I contacted the Company whose antivirus software I had on my machine. After sometime I was connected to a “Chat” line and a technician. After a long time (1-2 hrs) we connected and he did his work. The virus was still there the next day. Repeating the steps Ihad taken previously and again the long wait another Tech. tried to fix the problem. Only this time corrupted my operating system, to the point the computer would not reboot. The call was elevated to two higher levels with no resolution.
I took my PC to my local tech. They reformated the drives reinstalled the operating system and removed the virus at great expense. I had been advised to submit a warranty claim to cover my costs by the software company.
Here is where technology and call centers don’t always work. I retraced my steps to the virus removal support group and got into their call center. After some time they finally admitted that they had no way to accept claims nor no information how to and I should see their web site.
I did that and found nothing, except the telephone number to the world corporate head quarters. I called and asked to speak to a Manager in Customer Service. The operator transfered me back to the original call center and I was cued in line. A repeat call and another transfer to the customer relations call center and cued in line. A third call and I asked to speak to the President and was told “we don’t have his number”! How do you reach a human that can help – you can’t.
These call centers are very good at using technology – ” press one if you want…” etc. Unfortunately if you can not do it yourself and you do reach a human they have no power or information to help.
I firmly believe technology in Customer Service is important, but at the end of the day someone must take the responsibility to speak to the customer. Particularly if the problem was originally caused by their own staff. These large corporations are similar – call centers, offshore, not even in North America. The command of the language is fair at best and they have no power or tools to help when required. They must have at least email addresses where concerns and questions can be sent. There also must be some avenue where customers can make their feelings, comments known to Management. They can not continue to hide behind technology.
Technology and call canters don’t always work and can hurt customer service more then it helps.
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, Technology in business, business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Technology in bsiness, Training
Customer Service has always been important, yet Management rarely uses technology available when dealing with Customer Service issues.
Expectations today are higher than ever before. Whether it be for a product or service; the speed it is performed or delivered at has intensified. Then why has customer service has always been important, yet management rarely uses technology available when dealing with customer service issues?
Technology Explosion…
Today we use many “things” to improve our quality and enjoyment of life! .
Not that long ago we counted on carbon paper to make copies. We had telex machines to speed up communications. There were no fax machines.
The development of the computer has come a long way from the large card reading monster machines that filled rooms to small lap tops that hold thousands of files and now personal data machines that are hand held.
Time to move on…
When the question of Customer Service and complaint resolutions comes up there is silence and a scramble for a file folder; hardly 20 century technology. Our daily life is full of pressure to move into the technological age yet most customer service incidents are written into a note book, or on paper and worked on over time. The complaints/incidents may be resolved and then quickly forgotten. Was the Customer happy – maybe? However should that have been the third recurrence of that same problem in the last two or three months no one could tell and it lies waiting to claim another victim.
Perhaps if Management had been made aware, a policy might be changed, removing a barrier from customers doing business. Isn’t it now time to move on?
Cornerstone Management Services has taken the step,, to bring Customer Service and complaint management into the technological era. We moved on by using the computer and the office network to improve Customer Service, through the introduction of our Customer Relationship Management Reporting System..
Complaints are inputted into an electronic database. Allowing for quick retrieval, quick resolution and instant follow up on where complaints maybe in the resolution process. It also allows for easy tracking of past incidents by type or customer and finally gives the performance standing of the resolutions.
Moving ahead reduces costs…
Business processes continue to be stream lined. By becoming part of the technological age – complaint resolution speeds up both in the Office and to the Customer. Customers enjoy better Customer Service and will remain happy to continue to do business with you.
Is the price right?…
So the question for business owners and managers is; can you afford not to bring your Customer Complaint Process into the technological age? Should we not be more reliant on the electronic age? It would appear if one doesn’t they stand to lose Customers and business very quickly. The cost to upgrade is rather small in comparison to potential dollars lost by not., So the price is right!
Filed under: Customer Satisfaction, Customer Service, Customer retention, Increased sales, business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, increased profit, Increased sales, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
The question that must be asked is: What is more important Customer Service or Office Eficiency?
Many would side with Office Efficiency over Customer Service.Others would vote the other way. Why?
Is this because they do not know what Customer Services is? Or is it because “Office Efficencies” can be quantified while Customer Service is more subjective? Do they understand customer service? Is improving the efficiencies just easier?
One should think these questions through before they place programs in place. I would suggest the real question is… Will you get what you really want and what is it you really want – increased sales?
If increased sales is the ultimate goal. Then will this be attained faster by being more efficient or having better customer service? Perhaps there is a combination of both!
I would give priority to programs that improve Customer Service first but then also improve office efficiencies!
Filed under: Customer Satisfaction, Customer Service, Customer retention | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Each Company has their own methods of trying to attain the highest customer service levels, These may include customer surveys , sales/ service follow ups, clerks who are empowered to look after the customers needs etc.
In your company what do you do to serve your customers needs to the fullest? Give some examples that work for you! Do you have a separate department to look after Customer Service?
Filed under: Customer Service | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Your at a super market or store and the check out person asks: “Did you find everything ?” At which point you anser “No – I couldn’t find this product”. The Clerk looks at you and says nothing. Stores will say this is good customer service. To me its like being kicked in the stomach. Stores teach them to ask but not to finish the job.
What have your experiances been? Have you had similar experiences?
Filed under: Customer Service, Uncategorized | Tags: Add new tag, Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Your customers willingness to do business with you is built on the premise that your satisfying his needs. In other words you are providing him with the level of customer service he desires. Once he finds his needs not being met he moves his business elsewhere! Therefore the general opinion is that customer service is very important to the success of that Company.
Customer Service and the level one gives is driven from the top down. Senior Management ( or the President) must ensure that all aspects of the business are driven by the need to provide the ultimate in Customer Service.
Then why in most companies is Customer Service the responsability of the Sales Director. At the end of the month the President is looking for sales results not improved customer service. So why do we say Customer Service is most important if it never is given the priority it derserves?
