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 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?
Filed under: Uncategorized
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