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Digg it UP - Ten Customer Service Secrets to Win Back Customers
According to official statistics, corporations in United States loose as much as $3 billion every year due to child care related absences. As such, there is definite need for companies to adjust own work conditions to the needs of skilled employees. At the present moment, businesses use such benefits as flexible schedule, possible leaves of absence, work at home and part time arrangements, as well as offer assistance in obtaining high quality child care. Such policies are beneficial for both employees and the companies themselves, as women get an opportunity to feel more secure about their children’s safety, whereas the company increases own productivity, employee job satisfaction, and, as a consequence, customer loyalty. Even though the perspective is not new, relatively few companies employ such a policy. This solution would allow economic efficiency, as child care services would be offered on a large scale, so economy would be realized on high volume operations. At the same time, it would also positively contribute to the quality of services provided and raise the level of certainty among mothers. It should be further pointed out, that single women most like
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, “What would you like me/us to do?” or “What would make this situation right for you?” You will be surprised that in most cases the customer will ask for less than you were expecting.
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are going to do to correct the situation for them. Ninety-five percent of making things right for the customer involves making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say:
“Excuse me while I make a telephone call to obtain the best solution for you. This will take five minutes, can you please wait?
Any software package you buy on the market has had its production cycle. It started as a specific development for a certain company and it evolved from there onwards. Behinds this process, behind the functionality of this package are driving forces at work. The fundamental choices and options of the architects behind the solution.Once you know these forces, you will not only know what you buy, but also what you will end up in the near future. Behind any solutions there are fundamental choices that have been taken.There are so many options you come across when developing software, that in order to manage that process any company will apply it own set of rules.If you can make these rules explicit and you can compare them with other packages (suppliers) you have found another mechanism to make a choice in the complex world of software and supplier selections.To give an example. If you are to select a package you will choose according to a main business driver. If you do not want risks you choose proven technology, otherwise leading edge solutions. If you want the “best of breed”, you make a different choice than opting for “one-size-fi
Sure enough a group of four students came rushing into the classroom with their lunches in hand. They apologized and quickly explained that they received poor service at a restaurant (This restaurant is part of a national chain. Hint: The restaurant's name references a day in the week. I can’t give you the complete answer). They explained that after the waiter initially took their order, they waited 45 minutes before their food finally arrived. During the wait, no one came to check on them.
Finally, when the food arrived, it was time for the group to return to class. They were not happy, so they asked to speak with the restaurant manager. The manager approached and asked, “What was the problem?” One of my students explained the situation to which the restaurant manager replied, “The food ticket only shows you were waiting for eleven minutes.” My students were still not satisfied and said as much to the manager. She asked them, “Would you like dessert?” My students re-emphasized their dissatisfaction. Each time my students expressed their unhappiness, the manager would say she was sorry. But my students weren’t buying it. The manager then left without explaining where and what she was doing. The manager returned and told my students that their meals were free. Even though the manager gave them free meals my students said they will never go back to that restaurant or any other restaurant in that chain.
So why weren’t these customers happy? The restaurant had an opportunity to turn a difficult customer service experience into a winning situation for all and squandered it. Not only will these patrons never go back to any restaurant in that chain, but they will tell others about their unhappy experience. The unhappy customer, on average, will tell 27 other people about their experience. With the use of the internet, whether web pages or e-mail, that number can increase to the thousands, if not millions with the click of a button. However, according to the Department of Consumer Affairs, 82-95% of unhappy customers will come back if impressed and actually refer five new customers.
Let’s take a look at the ten secrets that will not only win back your customer in any situation, but have them referring new customers that will add more money to your bottom line revenue.
1. Smile
Nothing can turn a hostile situation into positive moment faster than a sincere smile. A smile that says, “I want to help you.” It communicates that you are positive about the interaction with the customer. A sincere smile enhances the communication process so that you can find the solution faster.
2. Introduce Yourself as the Solution Creator
Make sure you introduce yourself, find out the customer’s name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility for finding a solution. You might say something like:
“Hello, my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it.”
Notice I didn’t say, “What’s the problem?” By using “What’s the problem?” you start the customer service situation in a negative note. The customer is thinking “You’re the problem,” “This establishment is the problem,” “The whole world is the problem,” etc. By starting your conversation with “I am here to assist you in this situation, please tell me about it” you are setting up a “verbal agreement” in the customer’s mind to move to a solution. Note: If possible, please use the customer’s name throughout the conversation.
3. Listen
Customers to want tell their side of the story and feel like they are not only heard but that you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer’s story with an open mind so that you can find a solution. In the above situation, the manager stood silently while my students were explaining their story. Be active in your listening and create empathy (“put yourself in the customer’s shoes”) with statements such as:
“I can appreciate what you’re saying.”
“I can understand how you’d feel that way.”
“I can see how you’d be upset.”
“It sounds as if we’ve caused you inconvenience.”
“What I understand the situation to be…”
Please stay away from communication that alienates the customer such as:
“I don’t know why you are so upset.”
“That’s the first complaint we ever got on that.”
“I know how you feel.” (Because you don’t) “Boy, you’re sure mad”
In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening, said, “Would you like dessert?” The solution was not more food. Listen for the solution!
4. Be Sorry for the Right Reasons
Be sincere in your concern for the customer and say sorry the correct way. Many times in the heat of the customer service situation we want to show some sign of concern so we do the following:
The first words of the interaction are with the words, “I’m sorry.” First, you didn’t find out any information from the customer to be sorry.
When saying you are sorry, say exactly what you are sorry for.
The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct way to say you are sorry is:
“I’m sorry you had to wait so long for your food.”
“I’m sorry that you were treated that way.”
“I’m sorry that our employee said that to you.”
“I’m sorry this situation happened to you.”
Let the customer know exactly why you are sorry. The students thought the manager’s “sorrys” were insincere because she never mentioned why she was sorry.
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, “What would you like me/us to do?” or “What would make this situation right for you?” You will be surprised that in most cases the customer will ask for less than you were expecting.
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are going to do to correct the situation for them. Ninety-five percent of making things right for the customer involves making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say:
“Excuse me while I make a telephone call to obtain the best solution for you. This will take five minutes, can you please wait?
To achieve a successful fundraising event you will need to create awareness and excitement for your fundraising event. The bigger the crowd of people you attract for your fundraiser, the bigger amount of money that will be raised for your group. Below are some tips for generating interest in your fundraising event!Press Releases are vitally are a great way to make the community aware of your event and it will also be good for your group image. Send out your first press release announcing that you are having a fundraising event, why you are having your event, include your target amount and what the money is going to be used for. You can have your newsletter distributed online for free on many sites. You may be wondering what good will that do if my fundraiser is local, but you never know who may be interested in sponsoring and supporting your fundraising efforts!Also send out a press release after your fundraising event has ended and thank all those that participated, announce what you did with the money raised and give a brief description of the outcome and success of your fundraising event. The viral marketing and word of mouth you will receive i
So why weren’t these customers happy? The restaurant had an opportunity to turn a difficult customer service experience into a winning situation for all and squandered it. Not only will these patrons never go back to any restaurant in that chain, but they will tell others about their unhappy experience. The unhappy customer, on average, will tell 27 other people about their experience. With the use of the internet, whether web pages or e-mail, that number can increase to the thousands, if not millions with the click of a button. However, according to the Department of Consumer Affairs, 82-95% of unhappy customers will come back if impressed and actually refer five new customers.
Let’s take a look at the ten secrets that will not only win back your customer in any situation, but have them referring new customers that will add more money to your bottom line revenue.
1. Smile
Nothing can turn a hostile situation into positive moment faster than a sincere smile. A smile that says, “I want to help you.” It communicates that you are positive about the interaction with the customer. A sincere smile enhances the communication process so that you can find the solution faster.
2. Introduce Yourself as the Solution Creator
Make sure you introduce yourself, find out the customer’s name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility for finding a solution. You might say something like:
“Hello, my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it.”
Notice I didn’t say, “What’s the problem?” By using “What’s the problem?” you start the customer service situation in a negative note. The customer is thinking “You’re the problem,” “This establishment is the problem,” “The whole world is the problem,” etc. By starting your conversation with “I am here to assist you in this situation, please tell me about it” you are setting up a “verbal agreement” in the customer’s mind to move to a solution. Note: If possible, please use the customer’s name throughout the conversation.
3. Listen
Customers to want tell their side of the story and feel like they are not only heard but that you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer’s story with an open mind so that you can find a solution. In the above situation, the manager stood silently while my students were explaining their story. Be active in your listening and create empathy (“put yourself in the customer’s shoes”) with statements such as:
“I can appreciate what you’re saying.”
“I can understand how you’d feel that way.”
“I can see how you’d be upset.”
“It sounds as if we’ve caused you inconvenience.”
“What I understand the situation to be…”
Please stay away from communication that alienates the customer such as:
“I don’t know why you are so upset.”
“That’s the first complaint we ever got on that.”
“I know how you feel.” (Because you don’t) “Boy, you’re sure mad”
In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening, said, “Would you like dessert?” The solution was not more food. Listen for the solution!
4. Be Sorry for the Right Reasons
Be sincere in your concern for the customer and say sorry the correct way. Many times in the heat of the customer service situation we want to show some sign of concern so we do the following:
The first words of the interaction are with the words, “I’m sorry.” First, you didn’t find out any information from the customer to be sorry.
When saying you are sorry, say exactly what you are sorry for.
The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct way to say you are sorry is:
“I’m sorry you had to wait so long for your food.”
“I’m sorry that you were treated that way.”
“I’m sorry that our employee said that to you.”
“I’m sorry this situation happened to you.”
Let the customer know exactly why you are sorry. The students thought the manager’s “sorrys” were insincere because she never mentioned why she was sorry.
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, “What would you like me/us to do?” or “What would make this situation right for you?” You will be surprised that in most cases the customer will ask for less than you were expecting.
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are going to do to correct the situation for them. Ninety-five percent of making things right for the customer involves making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say:
“Excuse me while I make a telephone call to obtain the best solution for you. This will take five minutes, can you please wait?
Change. The very word can sometimes produce fear in many people. Why? Because lurking behind the word change is oftentimes the word unknown, and for most people it’s the fear of the unknown which makes them afraid of change.When it comes to making career changes, the fear of the unknown is what keeps people paralyzed, which also keeps them stuck in unfulfilling jobs, hating to go to work every day. At least it’s known, right? And, for most people, a crappy known beats an unknown any day, even if that unknown will eventually make someone happier.If you’re reading this and you recognize yourself, it’s time to take the bull by the horns and start making some changes. And, yes, that means facing the unknown.When deciding to change career directions, you can help minimize the unknown by doing some of the following:1. Realize how many times in the past you’ve faced the unknown successfully.Well, that sounds simple, doesn’t it? And, it is. Just take out a piece of paper and write down the many times in the past you’ve made changes successfully. What you’ll soon see is that many of those times you didn’t really
“Hello, my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it.”
Notice I didn’t say, “What’s the problem?” By using “What’s the problem?” you start the customer service situation in a negative note. The customer is thinking “You’re the problem,” “This establishment is the problem,” “The whole world is the problem,” etc. By starting your conversation with “I am here to assist you in this situation, please tell me about it” you are setting up a “verbal agreement” in the customer’s mind to move to a solution. Note: If possible, please use the customer’s name throughout the conversation.
3. Listen
Customers to want tell their side of the story and feel like they are not only heard but that you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer’s story with an open mind so that you can find a solution. In the above situation, the manager stood silently while my students were explaining their story. Be active in your listening and create empathy (“put yourself in the customer’s shoes”) with statements such as:
“I can appreciate what you’re saying.”
“I can understand how you’d feel that way.”
“I can see how you’d be upset.”
“It sounds as if we’ve caused you inconvenience.”
“What I understand the situation to be…”
Please stay away from communication that alienates the customer such as:
“I don’t know why you are so upset.”
“That’s the first complaint we ever got on that.”
“I know how you feel.” (Because you don’t) “Boy, you’re sure mad”
In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening, said, “Would you like dessert?” The solution was not more food. Listen for the solution!
4. Be Sorry for the Right Reasons
Be sincere in your concern for the customer and say sorry the correct way. Many times in the heat of the customer service situation we want to show some sign of concern so we do the following:
The first words of the interaction are with the words, “I’m sorry.” First, you didn’t find out any information from the customer to be sorry.
When saying you are sorry, say exactly what you are sorry for.
The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct way to say you are sorry is:
“I’m sorry you had to wait so long for your food.”
“I’m sorry that you were treated that way.”
“I’m sorry that our employee said that to you.”
“I’m sorry this situation happened to you.”
Let the customer know exactly why you are sorry. The students thought the manager’s “sorrys” were insincere because she never mentioned why she was sorry.
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, “What would you like me/us to do?” or “What would make this situation right for you?” You will be surprised that in most cases the customer will ask for less than you were expecting.
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are going to do to correct the situation for them. Ninety-five percent of making things right for the customer involves making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say:
“Excuse me while I make a telephone call to obtain the best solution for you. This will take five minutes, can you please wait?
I've been out of school for a few years. Since I graduated, I've learned all sorts of things I wish I knew while I was in school. I want to give you a set of guidelines for summer jobs, so you get paid what you're worth (and not worked to the bone for some unappreciative jerk of a boss.)1. Do not settle for anything less than $15-$30 an hour. Paid by the hour.Frankly, I'm disgusted with the low-wages some college students are willing to work for in the summer. When I met my girlfriend, she was folding clothes for Jasmine Sola for $8.50 an hour! And she didn't even have an option for commission (although I strongly caution against taking commission-based summer jobs anyway...)In fact, while we're on the subject - I know plenty of college students who take some sales position during the summer. Their boss promises that they'll make a ton of money at the job. And the kid goes home, bragging to his friends how he'll be an overnight millionaire because his boss said so. Then, at the end of the summer, the savvy college student takes his total earnings and divides it by the hours he worked... only to find that he was earning a pitiful $1
“It sounds as if we’ve caused you inconvenience.”
“What I understand the situation to be…”
Please stay away from communication that alienates the customer such as:
“I don’t know why you are so upset.”
“That’s the first complaint we ever got on that.”
“I know how you feel.” (Because you don’t) “Boy, you’re sure mad”
In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening, said, “Would you like dessert?” The solution was not more food. Listen for the solution!
4. Be Sorry for the Right Reasons
Be sincere in your concern for the customer and say sorry the correct way. Many times in the heat of the customer service situation we want to show some sign of concern so we do the following:
The first words of the interaction are with the words, “I’m sorry.” First, you didn’t find out any information from the customer to be sorry.
When saying you are sorry, say exactly what you are sorry for.
The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct way to say you are sorry is:
“I’m sorry you had to wait so long for your food.”
“I’m sorry that you were treated that way.”
“I’m sorry that our employee said that to you.”
“I’m sorry this situation happened to you.”
Let the customer know exactly why you are sorry. The students thought the manager’s “sorrys” were insincere because she never mentioned why she was sorry.
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, “What would you like me/us to do?” or “What would make this situation right for you?” You will be surprised that in most cases the customer will ask for less than you were expecting.
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are going to do to correct the situation for them. Ninety-five percent of making things right for the customer involves making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say:
“Excuse me while I make a telephone call to obtain the best solution for you. This will take five minutes, can you please wait?
So how much can you expect to earn as a medical transcriptionist?I know you’re going to hate this answer, but…it depends. Medical transcription is listed as one of the fastest growing careers and will be for the next several years. That’s good news!Listen to this, according to the U.S. Dept. of Labor‘s May, 2005 statistics regarding medical transcription, the hourly mean wage was $14.36 and the annual mean wage was $29,880. This is up from the previous year, which is good considering some job wages are going down.The five top paying states in order were Alaska, California, New Jersey, Massachusetts, and Nevada. Now, if you don’t live in one of the top five states, don’t worry!I live in Georgia and make a lot more than the “average” the DOL has listed and there’s a good chance you will too! The pay starting out at your first job (which may be in a doctor’s office, hospital, or online service) usually is pretty modest.The good side of that is that many times you get benefits such as paid leave and insurance. If it’s the top salary you are going for, just be patient. Self-employed MTs can earn significantly more than MT employee
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, “What would you like me/us to do?” or “What would make this situation right for you?” You will be surprised that in most cases the customer will ask for less than you were expecting.
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are going to do to correct the situation for them. Ninety-five percent of making things right for the customer involves making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say:
“Excuse me while I make a telephone call to obtain the best solution for you. This will take five minutes, can you please wait?
“Excuse me, I need to ask the person with the missing piece of information so that we can quickly resolve this for you. Do you mind waiting five minutes?”
Note: Make sure you get back to the customer before the time you specified. If you promised ten minutes, get back to the customer before ten minutes. Rule of thumb, double the time it would normally take to get the information. If you know it will take ten minutes to get the answer for the customer then tell the customer you will get back to them within twenty minutes.
9. Move Quickly to the Solution
If you applied steps 1-8 you are ready to give the customer the solution they wanted for a win-win situation. You can confirm this by saying the following:
“Would this be agreeable for you?”
“Is this the solution you were looking for?”
“Will this make things right for you?”
10. Ask for the Business
If you did everything right this is the perfect time to ask the customer to come back and do business with your organization. You showed that you were professional, caring, sincere, positive, and proactive. Why wouldn’t they do business with you again?
Some of the way you can say this include the following:
“We would appreciate the opportunity to serve you again in the future.”
“Please come back and I will personally guarantee you receive outstanding service.”
“Here is a 20% coupon. Please use it on your next visit to our establishment.”
It’s important that you let the customer know that you appreciate their business and want them to come back. Remember, if you did everything right, not only will they come back but they will tell other people to do business with you. Use challenging customer service situations to win back your customers and build your business.
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