Do you consistently deliver excellent customer service? A 360° view will get you there AND will generate cross-sell and up-sell opportunities for your businessWell, this is of course not a news flash, but it bears repeating. Sellers who consistently deliver excellent customer service gain improved loyalty and more repeat business from established customers. Another news flash: "Delivering Superior Customer Service" is no longer a differentiator. It stopped being that once everybody made that claim in their mission statement. So which are the critical pieces you need to put in place in order to deliver excellent customer service? Here's an action plan to get your started, or to improve, or to double-check that you are doing all the right things.
1. Poll your customers - how else would you know how you are doing and take appropriate action? I would caution you to not rely exclusively on customer surveys, but to use other means such as a direct phone conversation and yearly review meetings. Anytime there is a customer event, your internal processes should trigger a follow-up phone call to ask for feed-back on that event, and to probe further on your company's performance across the board. Read our guide to improved customer service
RMA: Revenue-generating activity or necessary evil?Service organizations have traditionally shown much more enthusiasm for investing in their product shipping and handling processes than for managing the return and repair of damaged goods. This is changing as companies realize that the handling of returns may be a hidden opportunity to drive more profits to their bottom line, regardless of the disposal of returned goods: repair, refurbishment, disposal/recycling and remarketing. A true "reverse logistics" or "reverse service chain" process is a complicated cycle that involves each of the following critical functions. Read our guide to a successful reverse logistics service chain
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May 2010
Feature Article Do you consistently deliver excellent customer service?
More Business Tips RMA: Revenue-Generating Activity of Necessary Evil? Stumped by sluggish web site traffic? Read our mini-SEO tutorial
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