Global Digital Store – Ebooks and Softwares

Tag: telephone

  • Whatever Happened to Customer Service?

    [ad_1]

    In the old movie, Miracle on 34th Street, the Macy’s Santa sends customers to rival store Gimbels for products that Macy’s does not have. After a management outcry, it then turns out that customers really appreciate this service and become more loyal to Macy’s than ever before.

    Retailers today have forgotten that lesson. Everybody is looking to cut costs. Customer service is no longer considered a revenue generator, so it’s one of the first things on the chopping block when a retailer starts tightening its belt.

    Good customer service is good business. It creates repeat customers. Repeat customers are what every retailer wants because it is far less expensive from a marketing standpoint to sell to a former customer than to bring in new customers.

    Retailers no longer know what makes “good” customer service. The general feeling is that if the product leaves the store and does not come back, everything is fine. Customer service is only for the “problems” and the job of customer service is to make the problems go away at the least possible cost. The less interaction between the store and the customer, the better.

    Superior customer service demands extensive interaction between the customer and the retailer. In my Internet company we look for every possible opportunity to contact and engage the customer. Once a customer has placed an order, the company will contact them at least four times during the 4 week period between the sale and the delivery. The first contact is to acknowledge the order and thank the customer for her (or his) purchase. At that time the customer receives information about the production and delivery process and they are encouraged to call if there are any questions. A second contact is made shortly before production is complete The third contact is made when the product is actually shipped. At this time, there is a detailed description of what the delivery process will entail. There is also a tracking number provided so that the product can be tracked by the customer during the shipping process. The fourth contact is after delivery when each customer is contacted to find out whether they are happy with the product or whether some additional followup is needed.

    When we receive a request for one of our free catalogs, we send it along with a letter noting that we also offer free fabric swatches and free design advice. When an order is placed, we acknowledge the order electronically, then send an email personally thanking the customer. We notify them when the product (in our case sofas) is about to be shipped. We notify them again after it has shipped. Most important, we contact the customer after the product has been received to make sure that everything is OK and that there are no problems. In doing this, sometimes there is a minor problem that the customer might not have mentioned but which distracts from the enjoyment of the sofa — for example a cushion feels too firm. We send out free, softer replacement cushions. The result is that instead of having a silent but disappointed customer, we now have a very happy buyer who enthusiastically recommends us to friends and family. The cost of the extra cushions is a marketing cost.

    The secret behind outstanding customer service is simply to put yourself in the place of the customer. What would you want the company to do if you were the customer? Treat the customer the way you want to be treated.

    1. Answer telephone calls promptly. It is amazing how grateful a customer can be when they realize they are speaking with a real live knowledgeable person who can answer their questions.

    2. Respond to emails and phone messages promptly. All emails phone calls should be handled as quickly as possible, hopefully in less than one hour.

    3. Be honest. It is amazing how often salespeople feel that telling the truth gets in the way of making a sale. If a microfiber fabric already has a stain protector built in and does not need the optional spray protector, tell the customer. Once you have saved them from spending an unnecessary $50, they will trust you completely and might even be willing to forgive minor glitches that may pop up. If a sofa won’t be finished by the promised deadline, call as soon as you are aware of the problem.

    4. Under-promise — If a delivery will take 3 weeks, estimate 4. Customers are usually delighted when something is ready ahead of schedule.

    5. Maximize contact with the customer. This does not mean sending frequent ads or spam. It means keeping the customer informed of the progress of their order up to and after delivery.

    6. Be knowledgeable about your products and your company. If you don’t know the answer to a question, find out quickly.

    7. Surprise and amaze your customer — give them something they do not expect. This can be as simple as delivering your product one week eaarly, or it can involve giving an upgrade at no charge. This is particularly important when an error has been made and you are trying to correct it. Go farther than your customer expects and they will change from disgruntled critics to enthusiastic supporters.

    Retail stores have been cutting back on customer service for years. As competition grows and profit margins shrink, customer service is one of the first places to cut back. Everyone who has ever tried to call a computer company for technical assistance and winds up talking to someone from India knows the problem. Corporate bean counters forget that with good customer service you can earn better margins. You are not forced to fight over who can offer the lowest price. Besides, it’s just nicer working in a friendly environment. When you have happy customers, you have happy employees.

    [ad_2]

    Source by Jeff Frank

    Views: 0

  • Home Health Care Equipment

    [ad_1]

    Home health care equipment makes it possible for people to be directly involved in maintaining their own health care. Medical devices, tools and technologies designed specifically for home use are becoming more and more popular because of their convenience and their user-friendly nature. Innovations in home health care equipment include “smart” devices that significantly lower the amount of machine maintenance necessary. Many are also wirelessly connected to the Internet, which aids in providing efficient, monitored service.

    Convenience and reduced health care costs are some the more important elements that make home health care equipment popular among patients. People with certain conditions which need strict monitoring no longer need to confine themselves to hospitals because there are devices which can now monitor patients in the comfort of their own homes. These devices are geared towards teaching people to monitor themselves and their conditions through the use of tools that can give warnings and signs concerning their health. This could mean more efficient and effective health care, contributed to by patients who have more control over his/her condition.

    Home health care equipment sales have been steadily increasing based on customer demand for these innovations and advances. More and more, medical home devices are being designed and produced to cater to various medical needs. A lot of these new devices are very innovative and advanced. Soon to come are toothbrushes that can check one’s blood sugar and bacteria levels while brushing, that even comes with a holder that transmits information directly to the person’s medical file. People can soon expect heart monitors that can be connected to computers, making it convenient for people to monitor their own heart rates and other vital information which can easily be transmitted to their doctors via the Internet.

    Another popular advancement in home health care is the use of video devices for telemedicine. Video equipment used in telemedicine offer high-resolution images and audio that are much better than what computer phones and telephone lines can offer. There are even telemedicine devices which include a blood pressure cuff, a stethoscope and a thermometer, aside from the monitor which directly transmits vital information to the owner’s health care provider.

    [ad_2]

    Source by Kevin Stith

    Views: 0

  • The Success Avoidance Syndrom

    [ad_1]

    Life is full of ironies and paradoxes. One of the most amazing of these is the human tendency to cry for and cling to those things that hurt them. As one notable poet put it, “people run for their chains.” Is it not amazing that people generally dislike prisons, and yet it is a known fact that many former prisoners would rather be in prison than out of it? How many people out there are clinging to and crying for relationships, and yet they fully know that those same relationships are dysfunctional and leading nowhere?

    How many companies, individuals and nations are tenaciously holding onto solutions that have passed their sale by date? How many people desire to lose weight and to be in good health, and yet daily crave for and indulge in those behaviors that negate this aim? My proposition is that there are many. Perhaps the most debilitating human condition is the success avoidance syndrome. Put simply, people have this tendency to want and wish for success, and yet simultaneously unwittingly avoid the things that make for success. They desire success but hasten their feet towards failure. Below is a synopsis of the traits of the success avoiding individual.

    o Risk Avoidance.

    Many people want to succeed in life but they are averse to risk. However, the very nature of success is that the greater the risk involved the greater the rewards. Every opportunity carries within it a certain amount of risk. To try is to risk failing; to propose is to risk being turned down; to love is to risk heartbreak; to advance is to risk repulsion and resistance; to lead is to risk criticism and being cartooned; to express yourself is to risk appearing a fool; to seek profits is to risk making losses; to put your views to the public (like I am doing now) is to risk being ridiculed; to trust people is to risk being disappointed; to be yourself is to risk being rejected; to be a copycat is to court frustration; to write an exam is to risk failure and disappointment; to communicate is to risk being misunderstood, to buy something is to risk dissatisfaction and dissonance; to get an insurance policy is to risk paying for a service that may never become necessary.

    It is true that risk is often uncomfortable. However, the alternative which is failure, frustration and underachievement is even worse. Not only is the alternative very discomfiting, but it is also painful. Any risk minimization strategy is therefore actually a success reduction mechanism. A faint heart never wins a fair lady, and there is no crown for the coward. It is that simple. The winners know that the greatest risk in life is to risk nothing. After all to be alive is to risk dying some day and we will all die, so what is the big deal?

    Before we leave the subject of risk it is important to underline that there is a big difference between taking risks and taking gambles. To gamble is to put oneself at the mercy of fate and chance. With gambling one has no influence over the outcome at all and a good example is lottery. However, when one takes risk one does not become a prisoner of fate but remains a participator in a process in which the success is not guaranteed, but the chances thereof can be influenced by one’s own decisions and actions. There is no self determination with gambling, but the risk taker retains some control.

    o Failure Avoidance

    The person obsessed with avoiding failure learns to do nothing. It is only that person that never does anything, that never makes mistakes. In truth there is no effort without shortcomings. However, action is a progenitor of success and it follows logically that the person who never engages in meaningful and serious action by this very act of omission avoids success. Activity, of course is not to be confused with progress, but there can never be progress without activity. Failure avoidance is success avoidance. Period.

    Failure avoidance is a learnt habit. Research indicates that families, companies and environments replete with criticism, cynicism, pessimism, threats of punishment and motivation by fear are a good breeding ground for failure avoiders. To the contrary affirmation, recognition, acknowledgement, praise, reward and encouragement constitute the diet of the success pursuers. Creativity and innovation cannot co-habit with fear of failure and punishment.

    The failure avoiders are regulated by their fear of failure, but the winners are inspired by their dreams. In most cases the failure avoiders keep fresh the memories of their past failures, catastrophes, fiascos and heartbreaks. Their minds are filled with imaginations of pain and failure and negative outcomes. They always fear and expect the worst. They think in terms of and look for limits, but the winner thinks in terms of and looks for opportunities.

    The loser is therefore always running away from limits, while the winner is running towards opportunity. The winner recognizes that limits and opportunities are one and the same thing. The difference lies in the eye of the beholder and how he chooses to interpret what he sees. The failure avoider sees the challenges as stumbling blocks to be avoided but the winner sees them as stepping stones to be embraced and utilized. In truth every challenge brings with it an opportunity to grow, but it is easy to miss this opportunity if one sees it as a burden, problem or disappointment.

    What have you been avoiding all your life and of late? What have you been hesitating to do? Is it a conversation, telephone call or important decision? Whatever it is, take time to reflect on whether your avoidance does not constitute success avoidance. To be continued, expect some more.

    [ad_2]

    Source by George Chingarande

    Views: 0

  • How Do You Get Approved As An Affiliate Marketer?

    [ad_1]

    Affiliate marketing is an online business model where you promote and sell products and services that have been created by another business. Sometimes, before you can start to promote a high quality product or service you may need to get your website approved by the affiliate company.

    In some instances a company will not expect its affiliates to have a blog or website. This is generally the case with smaller companies.

    Having said that, you will have to show an affiliate network where you are going to be promoting their products and services. This means it’s a good idea to prepare your website accordingly before you submit an affiliate marketing agreement.

    What Are The Terms Of Service?

    The first thing you need to understand are the terms of service the affiliate company wants you to follow.

    In some cases, especially with large companies, the Terms of Service (TOS) are extensive and detailed and can take days to read. They are often changing frequently, and it’s your job to stay up-to-date on any new changes that are made.

    You’re Not The Only Affiliate

    There are hundreds if not thousands of people just like you applying as an affiliate every week and every month. When an affiliate manager from a company takes time to send you a response to your application, read that information carefully and respond as quickly as possible.

    This shows the company you are serious about representing their products. Also, look at the name of the affiliate manager who contacted you. When you respond, address communications to that person, by name. This adds a personal touch that a lot of affiliate marketing applicants won’t take the time to perform.

    Have A Marketing Plan

    Approval also comes quicker when you have a solid marketing plan. If you can show an affiliate company that you have a plan of action for promoting their products for now and in into the future, they will be impressed.

    You should also be prepared to invest your time and money for the promotion of an affiliate company’s products. Be honest, and tell your affiliate manager or company contact exactly how much time and money you are willing to spend to promote their products.

    Ask Questions

    Last but not least, ask a lot of questions. If possible, make a telephone contact. Ask your affiliate manager exactly what you need to do to show them that you are serious about a long-term relationship that is profitable for both parties. Use this and the rest of the tips just mentioned, and your approval to an affiliate company is virtually guaranteed.

    [ad_2]

    Source by Jon Allo

    Views: 0

  • Email, Phone Or Live Chat Support – How to Best Serve Your Customers

    Email, Phone Or Live Chat Support – How to Best Serve Your Customers

    [ad_1]

    In technical support there are generally 3 options for providing the customer support services needed by your customer: Email, Live Chat, and Phone. Each one has its own advantages depending on the nature of your products or services. As a rule of thumb, you should choose the support system(s) that will make your customer most comfortable and satisfied. But how do you know which form is best for your company? Here are some advantages of email support, live chat support and phone support.

    Email Support:

    Cheapest form of support

    – No need for expensive telephone equipment or land lines

    – Best for companies with global customers

    – Free for customer to receive help

    Does not need to be 24/7 support

    Will lead to reduced number of phone or live chat contacts

    – Customers who have requests or need solutions that do not need to be solved immediately can use this form

    Provides a clear written solution to questions or requests

    – Can clearly explain instructions

    Easily recorded

    – Possible to transfer conversation if further help is needed

    – Can improve on quality by reviewing conversations

    Flexible time frame

    – Does not require immediate response

    Lessens the need for native speakers

    – Foreign accents are no longer a problem

    Live Chat Support:

    Cheaper form of support

    – No need for expensive telephone equipment or land lines

    – Best for companies with global customers

    – Free for customer to receive help

    Provides real time support

    – Solutions can be provided immediately

    – No “on hold” waiting time

    Creates trust and reliability

    – Customers feel confident that they can receive help immediately

    – Customers feel that serving them is important to you

    Customer representative receive all necessary information

    Can ask the right questions and receive information immediately

    Easily recorded

    – Possible to transfer conversation if further help is needed

    – Can improve on quality by reviewing conversations

    Saves time

    – Representatives can handle more than one customer at a time

    Lessens the need for native speakers

    Foreign accents are no longer a problem

    Phone Support:

    Provides real time support

    – Solutions can be provided immediately

    Creates trust and reliability

    – Customers feel confident that they can receive help immediately

    – Customers feel that you appreciate their business

    Customer care representative receive all necessary information

    – Can ask the right questions and receive information immediately

    Customers feel comfortable

    – Most customers are most comfortable with phone support

    – Helpful to people who are less technologically savvy

    Personable

    – A helpful friendly voice can calm irritated customers

    Secure

    – Does not depend on the internet to provide customer support

    How you provide technical support services depends largely on your clientele. In most cases, providing a multitude of customer care support service options is best so that the customer can choose what they are most comfortable with.

    [ad_2]

    Source by R Van Herpen

    Views: 0