A good business has a lot to do with а solid reputation in your business community. Іn fact, аsіdе frоm a quality service or product, success wоuld sоmеhоw automatically соmе аftеr а business hаs established а good reputation. Оnе оf thе ways tо create а good reputation іs thrоugh presenting products or services thаt аrе оf highest quality аnd оnе thаt wоuld align tо thе preferences аs well аs thе demands оf thе consumers. Весаusе аftеr аll, good reputation іs nоt јust shaped bу good business practices, іt іs аlsо bеіng created bу іts consumers.
Through thе advent оf social media networking аnd mobile phones, word оf mouth іs аblе tо spread vеrу quісklу thеsе days аnd саn gо viral іn moments. Моstlу, word оf mouths consists оf people's opinions аbоut hоw thеу rate уоur products аnd services. Вut stіll, thеsе opinions, nо matter hоw...
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0 comments 164 readsPosted on 2012-05-22
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0 comments 698 readsPosted on 2012-04-13
First Call Resolution (FCR) is incredibly important to achieving great customer service. A rich knowledgebase is a must have tool. For PhaseWare, we have an internal knowledgebase that is accessed by our Customer Support Representitives and an external knowledgebase that is accessed by our customers via the Self Service Center. Everyone knows knowledge management is essential, but what about “just in time” knowledge management?
How do you create an efficient, easy-to-use knowledgebase at your customer’s fingertips? There are four things you need to know in order to create this type of “just in time” knowledge management system.
The Right Information: First, you have to have the right information for your customers. You can’t just have a bunch of random, useless information. You need content. Just like it was written the PhaseWare Files blog, get expert knowledge, know your business, etc. You need to have the right information.
Be Able to...
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0 comments 519 readsPosted on 2012-01-10
Every business person knows customers are a necessity to your success. They’re going to become more and more prevalent in business decisions as well—or at least they should. Through social media, customers have a significantly higher chance of making a very public complaint and or complaining straight to the businesses CEO or President (since all execs should have social media-it's easier to complain to them) It’s great to hear clients feedback no matter how it comes through (email, twitter, facebook, phone call). What do you do though when they complain or make a suggestion? Maybe they think you need to make an adjustment to a specific product, how do you know if other clients feel the same way so you can act on this idea? You let them vote.
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0 comments 1,610 readsPosted on 2011-12-02
There are many different trends popping up for customer relationship management now and will trend throughout 2012 until the next big thing comes along. Here are just a few things to look out for and get on top of before you’re so far behind no one will see you as relevant.
Expect to see social media monitored better by businesses and customers alike. Because social media is going to be used more and more for customer service, the way to stay on top of your customers and to see what they’re saying is to monitor your social media and respond to complaints, compliments, etc. They’ll also look to you on social media for information and as an outlet to connect with you.
Everyone is on the go. Keep mobility in the front of your mind. Be able to connect and interact with your customers via video, phone, email, social media, etc. They want to connect with you on every level possible and want to access you anywhere at any time—be aware of that. Make your...
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0 comments 1,022 readsPosted on 2011-11-07
When creating and implementing a Service Level Agreement (SLA), there are different metrics used to measure your effectiveness. Here are four popular ones used today:
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0 comments 930 readsPosted on 2011-10-31
Every SLA is made up of certain, key components. It may vary depending on the company or specific SLA but there are some basics that you should consider for each individual Service Level Agreement.
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0 comments 697 readsPosted on 2011-10-28
Making Sense of the Chaos:
Now that you have your customers’ feedback and your agent has received the feedback, what do you do?Prioritize!
If it’s something in your personal life, career… everything needs to have priority. Whether the item is high or low on your list, there’s some sort of prioritizing in everything we do. The same stands true with customers’ feedback. How are you going to prioritize their feedback?There’s a great article about prioritizing on Mind Tools’ website where they make a good point about putting...
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0 comments 627 readsPosted on 2011-10-26
In the last CXO blog, I talked about capturing customer feedback. If you want to improve your business to meet customer needs and wants, you must capture feedback and find out what they want. Now, what do you do when consumers are giving their feedback?
Step 2- Monitor feedback.
There needs to be a moderator for your feedback outlet, such as a forum. People are able to say whatever they want whenever. If there is someone on a forum or poll who adamantly disagrees with you or another customer, they may harass whomever they disagree with. That will clearly discourage others from commenting or giving their feedback on future forums.One way to monitor feedback...
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0 comments 610 readsPosted on 2011-10-18
Part 1 of 3
Step 1: Capture Feedback - Every company needs to have some way of capturing feedback from their customers. There are plenty of different ways to receive useful feedback from your customers. There are many different ways to gather direct feedback; Phone, Email, Forums, Surveys, Polls to name a few.Forums are great because people from all over the world can join together and share different ideas and thoughts on specific topics. There’s a great article explaining forums in more detail if you have any questions about their specifics. It gives everyone a voice. Forums are a great way for you to get a feel for what your customers are feeling or thinking about your business or a specific...
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0 comments 659 readsPosted on 2011-09-28
I don't know about your newspaper, but mine seems full of bad news today. Housing prices are sinking, the President of the Federal Reserve Bank of Dallas says the economy is near stall speed, and Reddy Ice Holdings is in danger of being delisted from the New York Stock Exchange.
Real downer, dudes and dudettes. But do not let these types of goings on rattle your cage, especially if you are about to cast an eye at slashing customer support. You have a gold mine there in case you don't know it.
Your customers are feeling the pinch, just like you. Ask yourself, do I feel like making any cash outlays right now? Or would I like to know my vendor has my back until things stabilize but making sure what I already have keeps working right and that I learn about any great deals quickly?
These are the same feelings your customers have. And you should be able to tell from the feedback you get whenever one of them contacts your organization. If you are doing it right,...
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