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Put yourself in the customers’ place. in ways that mystery shoppers can help you identify issues in your face-to-face sales experience, taking yourself through the full process online can reveal any gaps or problems with your ecommerce programs.

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Tuesday 28 January 2014

Giving Your Customers Your Very Best - Every Time

Giving Your Customers Your Very Best - Every Time Every company, organization and government agency knows that their identity is linked to customer service. How do you fight customer fatigue? How do you connect each person in your group as part of that commitment to great customer service? At Strategic Seminars, we understand the motivation to give great great customer service comes through information, illustration and humor. This combination makes the moments meaningful and entertaining for your group or corporation. Most of our speakers have been presenting to audiences for 10 - 25 years. We're effective because we enjoy being with people. That's also why we're fun as well as informative! Customer Service In Industry Customer Service In Government Customer Service In The Service Industry Customer Service In Retail Customer Service In Sales Customer Service In Healthcare Customer Service In The Airline Industry Customer Service In The Financial Industry Customer Service In The Not-For-Profit Customer Service In The Travel Industry We also are available to sub-contract with you to create customized seminars to assist your company in communicating your product or services to other groups. 10 Principles of How to Give Great Customer Service Learn the key ideas that apply to everyone who is serving customers to provide great customer service that will keep bringing them back ready to buy and recommend your product or service. These are principles that everyone in your group needs to know and to own as part of who you are. Understanding Customer Personality Types... & How to Keep Them Happy! There are some general types of customers who will come into your life. Understanding their personality types will enable you to recognize and then deal effectively with each of the different customers in a way that makes sense to them. Save your energy by connecting with them the way they are already built. Dealing With the Nightmare Customer... & How to Keep Smiling! You thought your day was already tough enough - then in walks "The Nightmare Customer" who is on a mission to destroy you and anyone else in their way. How to calm and manage the most savage beast who comes into your world - and keep smiling! Creating a Culture of Customer Service Great customer service is more than a list of rules. All the do's and don'ts will not work if you have not bought into the importance of customer service. How do you create a culture of customer service where customer service is caught not just taught? Learn from this seminar what creates that positive and confident culture. Customer Service & The Successful Sales Cycle Sales are tough to make. So many sales are undone by bad customer service. Many others never get to the point of sale because of a bad customer service reputation. Others lose out on sales because of how the customers are treated on the way to the point of sale. Without sales - nothing happens. Without great customer service - there are many fewer sales. Don't leave your sales in the "One That Got Away" column. Fighting Customer Service Fatigue People - even those who are the best in giving great customer service - sooner or later get worn out. What can you do to prevent customer service fatigue in your team. Extend their effectiveness through strategies that protect your investment in those on the front lines to protect your customer satisfaction. Customer Service on The Phone Great customer service on the phone has some very special challenges and opportunities. Learn how to use the phone to make your customers feel great while you are solving their problems. Find out how the phone can be a productive tool to turning your customer confrontation into customer appreciation. Customer Service & Email Great customer service using email is one of the most misunderstood communication areas - and yet more and more businesses handle most of their customer service in part with email. Learn how to give great customer service using email to make your customers more comfortable and more satisfied that you get it - even when it is just an email. Customer Service at The Counter Face to face customer service has some unusual elements. The effort to physically be present with you to deal with a complaint or product problem has already added some potential for extra energy in your meeting. Will the energy become positive or explosive? Let this seminar show you how to make your encounter a satisfying one. Customer Service in The Field Customer service in the field has some special challenges. You're on their "turf" and they know it. How do you give great customer service without becoming a victim of the king or queen in their castle who want to say - "Off with his head!." Source: Grand D. Fairley www.strategic-seminars.com/customer_service_seminars

Monday 27 January 2014

JULIUS AGWU RECOUNTS HIS BAD CUSTOMER SERVICE EXPERIENCE WITH ETISALAT

JULIUS AGWU RECOUNTS HIS BAD CUSTOMER SERVICE EXPERIENCE WITH ETISALAT

Funny man Julius Agwu is extremely not happy with law enforcement after he was defrauded while in the United States.
The comedian said his sim card was swapped and whoever did it used it to gain access to his credit cards and used them in Italy.
Agwu said,
”While I was in America to see my new baby, I suddenly realized that my Etisalat line was inactive. I couldn’t receive and make calls. I went to Etisalat office in Hilton to complain and to discover what the problem was. I was told someone asked the company to swap my line. I got very worried immediately and queried them.
How could someone’s line get swapped without the authorization of the owner? Even as the owner of the line, I would issue an authorization letter to effect that. I was worried because I personally registered the line and I told them I want to know the staff that granted the request but they refused. It was however rectified that very day by one Miss Joan and I was able to make use of the line again momentarily, for that day only. I later made several calls to the customer care and till now, nothing has been done.
Due to their negligence, I have lost few jobs because that is the only line some clients could reach me on. Another painful aspect of it all is that the person broke into my credit card account and it was used in Rome and Milan. And as a matter of fact, I didn’t go to those places. I have to block the card because I have lost money.
The credit on the line was also transferred to the new line by the person who swapped it. There is a high level of impunity in this country and nobody cares. I’m crying out so that people can know how shameless and useless some brands can be. I will take this matter to the Nigeria Communications Commission (NCC) and National Human Rights Commission. I should be fully compensated because even till now, the problem has not been rectified

3 STEPS TO TAKING CUSTOMER SERVICE FROM AVERAGE TO LEGENDARY

3 STEPS TO TAKING CUSTOMER SERVICE FROM AVERAGE TO LEGENDARY


It was my first week on the job at Phone.com, things are going smooth until I get a call from a rather frustrated customer. Apparently she had called in for the past 3 weeks, trying to order an adapter from us that allows you to use a traditional home phone. This usually goes great, that is, as long as you can get it shipped to you in the first place. For whatever reason, Fedex thought this customer either lived on the moon, or just didn’t exist. Being a think-outside-the-box kind of guy, I decided to take matters into my own hands. I gave my adapter up for adoption.
It was tough to part ways. I hardly got a chance to even hold my brand new adapter in its shiny, delicate plastic packaging but it had to be done.  There was a customer that needed to make calls, and I was probably going to use it for a doorstop. Priorities, right? When my fabled adapter arrived in our office, I sprinted out to meet the driver, intent on getting this thing shipped out today! I included a card apologizing for the agonizing wait, along with a colorful monkey sticker and ample happy faces. Nothing like putting a shine on a sticky situation like excessive stickers usually do.
Long story short, this customer received my fabled adapter within a few days, and is now a happy customer that will probably be with us for quite some time. This would have never been possible without a few simple steps that I took to make sure I made an impactful experience with this customer:
Go The Extra Yard! It’s one thing to stick to an established procedure, when that procedure works. When it doesn’t, you have to start thinking outside the box of logical procedures, and determine how you can overcome a perceived challenge and turn it into a victory.
Personalize The Service! It wasn’t enough to just send the adapter in a boring cardboard box. I took the steps to write out a personalized note that engendered an emotional connection to cool a rather emotionally frustrating situation.
Take swift actions! After a 3 week wait, I knew that time was of the essence. Tensions were high and impatience as a vocabulary word was now being thrown around commonly. I made sure the device got sent out the minute it got off the Fedex truck.  Nothing like express service!
Overall, thinking outside the box for customers and empowering employees to make such decisions is what turns average customer service into something legendary. The next time you run into a tough situation, close the manuals, ignore the procedures, and pave a new path of discovery.

Written by Derrick Arteus

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