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Silent Service

September 30th, 2010 admin No comments

Silent Service

Customer Service For Huge Profits

Customer service is the most vital asset for a Business, whether
it is online or offline. It's the critical factor which
determines if your business has a future or not. There are two
vital components to every interaction you have with a customer

1) The purchase or transaction 2) The relationship

In order to distinguish yourself among your competition,
providing just good service is not enough. Your competitors do
the same. You must provide EXCELLENT service. That will happen
if you follow these rules:

a) Solve your customer's problems as fast as you can without
hassles.

b) Your employees should know their stuff and should be
well-trained.

c) Treat customers with respect, a quick response, and
appreciation.

d) Authorize employees to provide as accurate information as
they can and make things happen for customers.

e) The customer should leave with a positive feeling.

One of the most serious problems corporations and small business
deal with customers is the defection effect. It is the silent
process where the customer takes his business from you and start
dealing with your competition. This happens without yelling or
showing disappointment for your service up-front.

That process applies to many industries and trade sections. It's
an epidemic. The cure here is to do the best you can in order
for the customer to come back again and again. Most of your
profits will come from few large accounts ordering continuously.

It is with these kinds of customers you should focus your
efforts and customer service. For example you could create a
toll free call line 24/7 for tiding your large firms you do
business with.

On the other hand, that does not mean that you should leave your
small clients "out in the cold". Supporting them is important
too. Imagine what would happen if a large customer stops working
with you? What do you think the consequences for your company
would be if you leave your small customers?

Of course it costs less keeping a customer who makes revenue by
continual orders than chasing and finding new clients. It's not
a secret the 80/20 rule, meaning that 80% of your profits will
be produced from the 20% of your clients. The rates of course
are not absolute, it could be 98% to 2%. There are Real life
examples for these rates.

After all, the most effective advertising in the business world
is the "word-of-mouth advertising." It's so effective because
the testimonials gain you trust , which means the happy client
has no self-interest causes for proposing a particular firm to
his friend. This can be accomplished if you have provided
exceptional service to your clients.

Another important factor of a great customer service is that it
has to be countable. For example: " You must answer the phone
fast" doesn't mean anything . On the contrary : "You must answer
the phone sooner that the third ring" is an accurate customer
service rule.

Finally, one of the most important leaps in customer service we
can find in today's business world is the individual section
mindset most of the companies follow. That means the
interactions between the different sections of the company
(Sales/Telemarketing, Shipping, Technical support,
Credit/Collections, Order processing) do not function as a team
but more often as individual sectors of the firm.

The most discouraging feeling for a customer is dealing with
more departments with lack of critical information between them
and not being able to find a solution to the problem.

About the Author

Christos Varsamis is Internet & Business Marketer, at
http://www.fastprofitbiz.com http://www.settinglifegoals.com .
Sign for your Free E-courses "How to Create Minisites That Make
Money in Just 24 Hours +Advertising Secrets +Secrets of Internet
Millionaires" at http://www.internetmarketingsuccesstips.com .