Archive for ‘Customer Service’

January 13, 2014

Customer Service – whose job is it in your business?

by newchapterlearning

When asking people to consider the question of responsibility around delivering customer service, it can be all too easy to see the delivery of customer service to be the remit of only those staff who have direct contact with customers. This is a very simplistic view of what customer service is all about.

A traditional clock serves the purpose of telling the time. However, the only element of the clock to do this is the face of the clock itself. How effective would the clock be if the cogs that turned the hands were broken, or the battery was dead?

It’s the same with customer service. The members of staff who face into the customer directly have a key role to play in the delivery of great service. They are the face of their business. However, without efficient processes and people to support those same staff in delivering to the customers needs and to support the efficient working of that business, then the overall customer service would very soon be degraded.

If you’re not already in a direct customer facing role ask yourself this question – “how do I deliver customer service?”

And I’m sure you’ll find you’re one of those all important cogs making sure your business is telling the right time!

New Chapter Learning help people who Plan, Design and Deliver all types of training with a specialism in Customer Service.

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October 11, 2013

National Customer Service Week – Top Tip number 5 – Customers Buy Useful Products and Services

by newchapterlearning
Get your customer spending on useful products and services

Get your customer spending on useful products and services

Customers buy useful products and services

Who better to know about your products and services than you. The key to this top tip is that you use your expertise and knowledge to grow the relationship with your customer, building on what they’ve already purchased or what they’re asking to purchase.

Amazon is particularly good at this, showing customers what other purchasers of the same product have also bought and offering them to you as either an alternative or an additional purchasing option.

Do Something Different Today

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October 10, 2013

National Customer Service Week – Top Tip number 4 – Leave Your Customer Smiling

by newchapterlearning

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Leave your customer smiling

In the same way that it’s important to create a great first impression, it’s just as important to leave your customer with a lasting, positive impression. So in the same way you smiled when you greeted your customer, that same ethos needs to be reflected in your closing remarks as your customer leaves or completes their transaction with you.

Do Something Different Today

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October 9, 2013

National Customer Service Week – Top Tip number 3 – Saying & Doing Useful Things

by newchapterlearning

useful

Saying & Doing Useful Things

People will have told you in the past that you’ve said or done something that they describe as negative or positive. We’d like you to think of behaviours in a slightly different way and instead think of words and deeds in terms of being ‘Useful’ or ‘Not Useful’.

For example, shouting at someone may be termed as negative, however, if you’re shouting to alert someone of danger, then by changing our language then re-frames the situation to be ‘Useful’ in that instance.

Changing our mindset in this way and thinking of our actions in terms of ‘Useful’ or ‘Not Useful’, then makes it easier for us to work out how to change ‘not useful’ behaviours and actions into ‘useful’ ones.

Do Something Useful Today

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October 8, 2013

National Customer Service Week – Top Tip Number 2 – Walk in Your Customers’ Shoes

by newchapterlearning
Walking in your customers' shoes

Walking in your customers’ shoes

This is the second Top Tip of the Week as part of National Customer Service Week. It’s all about thinking like your customer.

Walk in your customers shoes

What do you call your customers? Are they clients, patients, victims or simply customers? Regardless of the industry you’re in you will have people who come to you for goods or services, whether they pay you directly for those things or pay indirectly through taxes in the case of government related services or through a third party.

Have you ever stopped and thought about what your customers are thinking and feeling when they’re dealing with you as an individual and more broadly with your business?

If you were coming to do business with you for the first time what would you be expecting?

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October 7, 2013

National Customer Service Week – New Chapter Learnings’ Tip of the Day

by newchapterlearning
Give your customers a reason to love you.

Give your customers a reason to love you.

Smile Mondays

As part of National Customer Service Week we’ll be sharing a ‘Tip of the Day’ every day this week. It seems appropriate that our first one’s entitled ‘Smile Mondays’. 

How often have you had to drag yourself out of bed on a Monday morning after a relaxing weekend? Has the thought of the first day of your working week being the least appealing of situations? Whether it’s actually a Monday or not, or simply one of those days where you’d rather stay at home or do something else entirely, then it’s those occasions especially where your lack of motivation is more evident to your customers and for that reason you need to try even harder to be positive and welcoming.

So although this tip is entitled ‘Smile Mondays’, in fact it’s useful whenever you’re having one of those days where you’d rather be somewhere else other than work.

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September 9, 2013

One Eared Customer Service

by newchapterlearning
The one eared approach to customer service.

The one eared approach to customer service.

It’s often quoted that we have two ears and one mouth so that we can listen twice as much as we speak. Why is it then that some customer service providers aren’t making use of their ears to best effect with their customers?

I am becoming increasingly frustrated by service providers asking me to repeat myself. It’s annoying enough to be passed from pillar to post when dealing with call centres and having to repeat my query over and over without having an individual server not listening properly and then asking me to repeat what i’ve already said.

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August 30, 2013

999 – Emergency Customer Service

by newchapterlearning

Have you ever thought about Customer Service and the Emergency Services in the same sentence? Well now’s the time.

Emergency Services - in the UK Top Ten for great customer service

Emergency Services – in the UK Top Ten for great customer service

When it comes to being ranked for Great Customer Service, you might be surprised that two of the top ten performers are not the traditional service industries you might think of. In fact they are two of the emergency services. In a 2012 Customer Satisfaction Survey*, the Ambulance Service came in at third with the Fire Service close behind in sixth* both behind the top performer Amazon.

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August 25, 2013

The rise of the Invisible Customer

by newchapterlearning
Do you treat your customers' as though they're invisible?

Do you treat your customers’ as though they’re invisible?

How often have you gone into a retailers and the sales assistants have ignored you, or acknowledged you briefly when you got to the till, only to start up, or continue a conversation with one of their colleagues?

At what point in time, or in any customer service training they’ve been given, was it ever deemed acceptable to treat customers as though they were invisible and not there at all?

This phenomenon is by no means exclusive to face to face customer service scenarios.

After talking to a new contact this week about my business, they told me the story about another invisible customer situation that they’d experienced with a local business.

The business in question hires out meeting and training room space. They had rang to book a room and got verbal confirmation of the booking, but got no subsequent written confirmation, either electronically or by post. This was the first time they’d used the venue and this lack of communication created a high level of anxiety on their part, especially when subsequent emails received no response. They finally rang the venue again to ask for firm confirmation and even this activity produced only a weak response that did’t allay their fears totally.

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August 18, 2013

Customer Service Training – The day after tomorrow.

by newchapterlearning
Does learning just happen in the training room?

Does learning just happen in the training room?

How many times have you been on a great training course and gone back to work really motivated and wanting to put your newly acquired knowledge into practice? How often have you then found, that after only a few days or weeks, that same motivation has gone, as the flames of passion for your subject is quelled by the disinterest of your manager or piers?

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