Wonderful Customer Service in A Recession


There's little question you feel the the stress. The world is struggling out of a recession. The markets violently reel on an almost daily basis. And your employees feel the stress too. A recent study found that 40% of American workers are indifferent about their jobs. Workplace morale is lower than at any point in modern American history. Employees have had benefits slashed, wages cut, and 401ks unmatched. They're doing the work of at least one or two former colleagues who were either not replaced during the recession or just plain laid off. And yet, in the midst of all this drama, managers are trying to further differentiate themselves from the competition. They have to slice through the low morale, terrified customers and drab economic climate and still manage to do two things: 1) get more business, 2) retain current business. How are you going to do that? You have to manage the only thing you can manage: customer service. The Truth Customer service will differentiate you from the competition in any economic climate. However, right now, that difference is more obvious. The recession-it's horror and aftermath-has exposed the companies that have poor customer service and spotlighted those that have legendary customer service. The difference between the customer service haves and have-nots is greater than ever. An article in a 2009 issue of Bloomberg Businessweek points this out: "If anything, the tough economy has made starker the difference between companies that put customers first and those that sacrifice loyalty for short-term gain. In this year's J.D. than half of the top 25 brands [ranked by customer service] showed improved customer service scores from last year. Among the bottom 25…scores mostly fell." Additional studies show that companies with high levels of customer service during the recession lost less revenue (or actually gained more revenue), than the companies that have traditionally low customer service reputations or rankings. The recession has made the customer service rich, richer; and the customer service poor, poorer. It has made customer service more important than ever. The Specifics Customer service is the 'big thing' that can make you different. How do you begin to improve your customer interactions right now? 1) Attitude - This is the most important part of excellent customer service. Every executive, manager, and front-line employee must have an attitude of 'owning' every problem. Every problem. You must personally follow the problem through to the end. You must realize that helping your member is your first job (even if your official title is teller, customer service manager or janitor). Your job is to help your member. Period. 2) It Is Your Job - If you're a front-line employee or a manager and somehow you get a call about an IT or a technical issue, your first reaction is, 'this isn't my job.' After all, you don't know anything about the question they're asking. Heck, you don't even know what half the words mean in the question they're asking. This isn't your job. Wrong. Helping them is your job! So help them. If you can't fix the problem, find someone who can as quickly and efficiently as possible. 3) Focus On the 'Can' Not the 'Can't' - Never ever, ever say 'I can't,' or 'I'm not allowed.' Who cares if it's against policy to waive a fee or process the transaction the way they want it processed? Focus on how you can help the customer. Get creative; go talk to a manager, make an exception if possible, make phone calls to business partners to help them, even to competitors if you have to-whoever! Help them no matter what! 4) Warm Transfer v. Cold Transfer -Here's what we mean. Have you ever called a business to explain a situation/problem, you explain it once, and they transfer you? 'I'm gonna transfer you to Frank.' Frank picks up the phone and you have to explain who you are and why you're calling all over again. And if that person still can't help transfer you; and the process of repetition and explanation and frustration repeats itself. That is a cold transfer. And it's a major problem. A warm transfer goes like this: you call to explain a situation/problem. You explain it and the employee says 'I'm going to transfer you to Frank, she'll be able to help you.' But instead of pushing transfer and forgetting you, this rep calls Frank herself, with you on the line, and explains to Frank what you've just told her. She does the work for you, so you don't have to explain everything 47 times. That is customer service. 5) Dealing with a Frustrated or Upset Customer - If a member gets upset, diffuse the anger. Listen to them. Don't argue. Resist the urge to justify and defend your business, colleagues or employees. Avoid using words and phrases like 'but' and 'no' and 'I can't.' Show empathy by using phrases like 'I understand how you feel, I'd be frustrated too if…' or 'I'm really sorry this happened, I can fix it…' Above all, show them that you care. They need to see that you are sincerely on your side and you are trying to help them. 6) Employee Accountability and Learning - We talked earlier about low morale among American workers. Most workplaces in America have at least one or two indifferent employees. What can you do to fix that problem? We've written about this before at length, but here's the gist: create a workplace culture of learning and growing. Sure, you can try gimmicks like parties and gift cards. That will work temporarily. But any morale boost that comes from a fun party won't last. You must create a culture of learning (or pay everybody a boatload more money). You must provide opportunities for your employees to learn and grow. Provide training and opportunities to practice customer service and sales skills; and hold them accountable for what they learn. Manage What You Can Manage It costs 4 to 5 times as much to bring in a new customer then it does to keep an existing one. What's the best way to retain your members? You guessed it! Customer service! You can't merely 'hope' for loyalty. You have to ensure loyalty. You simply cannot afford to go out and replace members you have lost. You need to keep the ones you have. And the only way to generate customer loyalty is through customer service.

What I Can Teach You About Cars

Things to Keep in Mind When Searching for a Home Insurance Company.

Getting home insurance is something that every single individual should have because it covers the costs of every single thing to do with the home of the owner.

But where do you start looking for a good home insurance company? In this article, we have come up with tips you ought to keep in mind.

Always Go With Word of Mouth.

A good way of knowing what home insurance company is worth calling out is by asking for help from friends and family who have some experience in this sorts of things. Let the person who has some experience, let you know what they felt about the home insurance company, the claims, their rates and any kind of discounts you would get from it.

Find One You Can Purchase Stuff Directly.

Know that by buying directly from an insurance company is one way of saving what you would have spent if you bought the same packages from an insurance agent who might be looking for a commission hence hike the insurance rates. Cutting costs for home insurance packages requires one thing, eliminating the middle man who may try to increase the prices so that they can get some commission.

Check the Insurer Ratings.

Another interesting way of knowing the right insurance company to take up on is getting to know the ratings of the insurance company, they should give you a good understanding of what to expect. Besides, any kind of complaints by people are tracked and displayed online on the website of the regulator for people to know what they should be choosing. So, to make it pretty simple, just visit the website and search for the insurance company you would want and know the kind of services they offer.

Feel free to check in a year or two before you determine the insurance companies you would want.

Keep in mind, the financial stability of the insurance company is important. But the financial stability alone does not really indicate great service. Thus, check for other things before deciding.

Look For Ones That Are Not Known.

You can go on and search for the ones that are not advertised because they may have some amazing offers. Check your email and pay attention to both online ads and phone calls.

Searching for these lesser companies is easier because all you need to do is to check online or even on your local insurance regulator.

Make a Choice.

Once you are done with your research, you reach a point where you have to make a choice and choose an insurer that is offering both quality services and at rates you can afford. Nonetheless, if you have to choose between quality and cost, prefer quality.

What I Can Teach You About Cars

Study: My Understanding of Services

Interesting Research on Autos – What No One Ever Told You

Used Cars, Trucks, SUV's On Sale.

There is a need by most individuals in this age to be in possession of car. This is a practice in most regions as it is a believe among the entire human race. This practice has led to individuals always being on the lookout about the latest car designs in the market so that they can purchase them. This particular desired by most of the humans have proven to be very difficult to fulfill as not everyone has the financial capability to buy new cars. Financial restrictions have forced most individuals to live without cars until they are able to buy new cars or until they can raise enough money to buy used a used car which is relatively cheap. However there have occurred individuals who offer the sale of cheap cars which are second hand but very functional and their costs are relatively low when compared to new cars.

These organizations offer used vehicles on sale to clients at fair prices and the vehicles are in good shape and functional. The vehicles offered on sale by this companies are very effective as they performance is excellent and they do not require any maintenance practices befeore use. These vehicles are offered at cheap and fare prices which are always below those of new cars. Individuals who operate by availing used cars on sale have proven to either act as agents or to offer the cars direct to their buyers after purchasing it from another person.

No service provided by these agents is provided for free as they all require a given amount of pay depending on the services they provide. The services offered which involve them acting as agents is offered at a cost which is not very significant as one is assured of getting a functional vehicle which is will not cause problems due to failures and collapse of some important parts These cars ae offered in good condition. The term of agreement when it comes to the sale of a used vehicle requires one pay by means of cash or by cheque once the delivery is made.

There are many reasons why individuals should opt to buy used vehicles to new vehicles. The first reason is cost in that used vehicles are cheap. The second reason is that used vehicles are delivered with the correct documentation to prove ownership. Documentations are proof of ownership and thus they are very important to have at all times.Used car dealers who offer cars, Trucks, SUV's are located all over the world and can be accessed at all times.

A Brief Rundown of Cars

What Do You Know About Dealerships

A Quick History of Cars

Fundamental Things to Mull Over when Replacing a Tundra Air Injection Pump

A vehicle should always undergo regular servicing measures for it to perform desirably and Toyota Tundra is no exemption. Tundra is amongst the top SUV vehicles in the world. Like any other part of the vehicle, an air pump will eventually wear out and you should always be on the lookout. Be keen and understand the best approach to use whenever you are juggling for a Tundra air injection pump. A well fixed pump ensures that exhaust emissions are lowered and the vehicle is performing perfectly. Therefore, whenever you acknowledge the need of replacing the pump, you should facilitate it quickly and in the right manner. Consider the points below as they will help you through the process of looking for an air pump for your tundra SUV.

First and foremost, you should always follow the advice of your mechanic. Therefore, make it your primary objective of hiring a competent, reliable and experienced mechanic who understands the turns and twists of vehicle exhaust systems. A mechanic who fails to acknowledge when the replacement of the air pump is due may end up pilling unnecessary expenses to your pocketbooks. Thus, it is relevant to receive info from highly skilled and knowledgeable mechanics.

Always aspire on acquiring genuine Toyota spare parts and therefore the necessity to spot a store. It is essential for you to purchase something very genuine as it will have a prolonged livelihood. Your mechanic must be aware of stores that sells genuine spare parts and consulting with them for referrals is the basic thing to do. Ensure to have the company of your mechanic while visiting those referred stores. Some mechanics are canning and they can compromise on quality to pocket some money but the moment you accompany them, they will always offer genuine info. Ensure to ask whether the professionals at the store facilitate the replacement procedures or they have discount rates for customers. This will ensure that you save money.

The moment you purchase the pump, ensure to understand whether your mechanic is well conversant with the process and if not they need to refer you to another pro. Ensure that the pump is replaced fast enough and in the right way. It is recommended that you garner replacement estimates from multiple professionals to avoid being overcharged by this particular mechanic.

Following the above info enables you facilitate the purchasing process and replacement with minimal or no hassles at all. If you do not acknowledge the problem early enough, there will be pilled expenses later. Be ready to have regular checks performed on your vehicle during serving sessions by your mechanic.

Interesting Research on Automobiles - What No One Ever Told You

Getting To The Point - Automobiles

The Path To Finding Better Repairs

Clues of Getting a Computer Repair Company

For restoration of computer functions to be possible, you need to have repairs done on your computer.Companies available for computer repairs are so many.You will have varying computer services from different companies.So that to have a company that is good in repair services ,you need research.Importance of research is that it will secure you a company that will promise services that are good.For research to bear fruits, you need to use resources that you have.It will be costly to use a company that has experience ,but you will have repair services that are quality.You will have obtained good use of your money if computer repair services are quality.Below are tips to use so that to have a good company for computer repairs.

There are high chances of having quality repairs, if a company is experienced as well as recognized.Because a computer is a costly item, you need to a company that is good.You will stand to have a computer which will not be helpful, if a company has no experience of repairs.A company that has offered repair services for a long time will be good to offer quality repairs.You will have certainty of quality services if a company has gathered quality experience from long duration of services.In order to have services that will last, you need that company that has experience.With good recognition of a company by customers ,you will have repairs that are good.What people speak of a company will help you know whether a company is fit or not.A company will be deemed good, if people comment positively about services they offer.

By considering a company that is an expert in computer repairs, you will have services that are good.In existence is many computer models in the market.Because models are different ,it requires to have a specialist in your model.You need to ensure that you choose that a company that offers repairs to your brand.This will help to have a specialist who will offer services that are quality.There are high chances that you will have services that are not good, if a company is not specialized in your brand.With a company that has specialized in your computer ,you will have repair services that are good.

In order to be sure of a good company, online reviews are essential.You need to visit a website of a company so that to know if it is suitable or not.By considering reviews of customers about a company will know suitability of a company.You need to rely on customer reviews so that to have a company which will offer promise good services because they are honest.That company that will be good ,is that which has been reviewed positively.

Why Computers Aren't As Bad As You Think

Practical and Helpful Tips: Businesses

Short Course on Experts – What You Should Know

Things to Consider When Looking for the Right Air Conditioning Company .

One of the most important thing that you need to do as a homeowner, is to make sure that your home is running well, and there is peace and comfort in your home. One of the appliances that you need in your home is an air conditioner to keep your air cool and comfortable at all times. You will find that just like other appliances around the home air conditioner can develop some problems which will make it not to function well, and it can even be worse when it happens during the hot Season . Therefore it is important for you to look for an air conditioner expert who will be servicing your air conditioner regularly to keep it from inconveniencing you when the problem occurs. Although there are many air conditioning companies in your city you will find that their services are different, and you want to hire that company which will offer you the best services; below are some of the things that you need to put into consideration when you are looking for the best air conditioning company in your city.
.
1. License and certifications.
When you are looking for any service provider in your city it is important for you to consider whether they have the license to offer their services in the city and they are certified to do so. Here when you are looking for an air conditioning repair company in your city, you need to consider that company which has relevant certification and license to show that they are allowed to offer air conditioning services in the city and they are competent in their services. If you can confirm that a company has the relevant documentation to show that they are qualified in the services that they offer, there are high chances of them offering you the best quality services, and it will be good for you if you can hire such a company. You will be able to know more about the licensing and certification of a company, if you can check from their websites where they have all their details, or you can just ask them to produce their certificates and license.

2. The company's reputation.
It is also crucial if you can consider hiring that air conditioning company which is reputable in the city because it is the one which offers the best air conditioning services in the city; if you are such a company will also offer you the best services.

If You Think You Get Businesses, Then This Might Change Your Mind

What Research About Experts Can Teach You

How I Achieved Maximum Success with Surgeries

Tips of Choosing a Bariatrics Surgeon

It is not an easy thing to search for a bariatrics surgeon but there are important factors that can assist you in choosing the best expert. One of the important factors you have to consider is the type of surgery that the expert usually performs. Having this knowledge can assist you in knowing if the surgeon can take care of you or not.

Checking whether the expert is certified is essential before you hire him. It is vital to guarantee that the expert you choose is certified because he has the right education and training. If he is certified, then it means that he has been able to pass all the exams that have been set.

The number of surgeries that have been performed by the surgeon you have identified should be known before you settle on him. The number of surgeries that have been performed by the surgeon normally shows his experience. When you want to have a great procedure and get the results that you want, it is vital to hire an experienced surgeon. If the specialist has performed numerous surgeries, then it implies that he has a lot of experience and you will get the service that you want.
The other essential thing you have to ask the surgeon is if he will be performing the surgery alone or if he will ask for help. The kind of assistance that the assistant of the surgeon should be known if the surgeon will be needing assistance. You have to ensure that the person that will be assisting is going to have the right qualifications.

When making a selection of the surgeon, it is vital to ensure that you consider the payment process used by the surgeon. It is imperative to search for surgeon that will allow you to use your insurance because the procedures are expensive. And since dealing with insurance is not easy, you have to ask the surgeon if he will assist you with the insurance process.

Asking the surgeon if you will be offered support after the surgery is important before you hire him. To get to the level you want to be, you need all the assistance you need after the surgery. So that you can recover completely, you need to guarantee that you choose a surgeon with a good support system. It is vital to guarantee that you put into consideration the kind of qualifications the workers of the surgeon have. This is vital since you will know if they have the necessary skills to handle you when the surgeon is not there.

Smart Tips For Uncovering Services

5 Lessons Learned: Wellness

Services: 10 Mistakes that Most People Make

Benefits of the Hydraulic Fracturing Process

The process in which oil wells are dug and gas well beneath the ground at the shale formations is the Hydraulic Process. Gas and oil extraction cannot be done anyhow, many factors have to be put into consideration to ensure that the place has fossil fuel that forms the oil and gas thus avoiding destroying the environment for no reason.

Gas and oil products are the most reassured assets in the society since they are rare to find and have the most important economic value. The best way of benefitting from the gas and oil production is by processing it and then exporting it than using it locally alone.

The process of extracting the oil and gas from their wells can be done in many different ways.

Not all the methods work the same, each has its own features making it possible to choose the appropriate one. Hydraulic fracturing is the most convenient one since the gas being produced is from far deep the underground, on the shale formations. The duration taken to extract using the method is very short and the amount of product extracted is large. The process of fracturing has two working ways which is either horizontally or vertically and done depending with the resources available.

Extraction can be tiresome since tracing the exact location of the wells is hard but when drilled vertically, it becomes easy to access them which minimizes the amount of time wasted in tracing. Shale formations are beneath the underground which can only be accessed by drilling and by that all the adjacent environment does not need to be dug destroying it and by drilling it vertically, reaching every corner of the wells is possible enabling total extraction of the available products. When drilling and fracturing are constantly done at the same position in attempting to trace the position of the oil well, damages are likely to be caused from the surface thus this vertical drilling minimizes the impact on the surface by aiming directly to the wells and fetching large amounts of the products which enables it to increase the economic viability of the well.

The most treasured mining activities in the society are the ones that can do proper work without interfering with the living of people. The process is safe enough to allow conducive environment for the living creatures to continue operating normally making it environmental friendly. The government is the only body to carry out the extraction activity. All sectors have developed due to the activity that has created market for them. It has created a lot of income for people.
The Beginner's Guide to Screening
What Do You Know About Screening

The Art of Mastering Businesses

Factors that You Should Consider When Looking for the Right SEO Company

One of the things that you should check is their recent projects. For ethical SEO services, it is necessary that you examine the previous work done by the company. Apart from, that you should also make sure that you check the ranking of their past work. But it is important to hire them if their jobs are rated among the best. with a higher rating of their previous projects you will be able to know that they will be in a position to offer you with high-quality services that your heart desires.

Apart from that, you should also check their content. One thing that you have to know is that high-quality content is the key to accomplishing good SEO campaign. For that matter you should make sure that the content is exclusive, high quality, engaging, informative and also keyword enhanced. Besides, you should also make sure that their keywords are not used more often. One thing with this is that it will result into what is known as keyword stuffing which will, in turn, lower your grade. One good thing with high-quality content is that it will lead to more top ranks since it helps in generating better backlinks.

Also, you should also consider their rates. You should know that when an SEO company charges very little, it does not say that their company is terrible. You are likely to run out of money if you cannot choose affordable SEO services. The other thing that you should do is to compare prices in different SEO companies as this will allow you to get services that are in line with your budget. We also have a group of people who always think that valuable SEO services are the best which is not the real thing.

Also, you should hire experienced SEO company. In this case, you should look for the company that has been offering SEO services for some time. One thing with many years in the field is that it will help them in gaining new skills and techniques to use on your site. Besides, it acts as a proof that they can handle your work correctly. You should make sure that you go through their collection to see some of the projects they have handled and for how long.

Besides, it is also essential that you hire an SEO company that has a valid license. One good thing with a valid license is that it is a clear indication that the SEO company that you are dealing with is legal and allowed to offer SEO services. Also, the sign of professionalism and such individuals know exactly what is required out of them. You find that they always apply the correct procedures and methods without being followed to give you the best.

If You Think You Understand Tips, Then Read This

The Beginners Guide To SEO (Finding The Starting Point)