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Conversation Skills in Customer Interactions
“Ideal conversation must be an exchange of thought, and not, as many of those who worry most about their shortcomings believe, an eloquent exhibition of wit or oratory” – Emily Post We know that customer interactions can be stressful given that there is always some issue or query that is wanting. These issues get compounded…
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Understanding Customer Experience for Success
“Customers are no longer buying products and services – they are buying experiences delivered via the products and services.” – Gregory Yankelovich Companies are now understanding customer experience from a completely different viewpoint. It ceases to be only an ideal or a standard but has moved to being a premeditated and functioning directive for any…
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Managing the Customer Life Cycle
“Once a purchase is made, the user enters the customer lifecycle. Now they are sent data-driven emails based on their behaviour and product interests.” -www.ecommercepartners.net From the stage of being a prospective customer to actually becoming a customer of a company, there is a relationship between these two sets of people. The actions taken are…
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Instant Gratification is now a Customer Demand
“Instant gratification takes too long”. – Carrie Fisher We have discussed at length that customers now want everything now, they want to know everything now and they expect to be able to access information from anywhere and from any device they choose. Digitization has made customers even more impatient than before and hence instant gratification…
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Business Online Videos as a Marketing Tool
“Video is an effective form of communication that needs to be integrated into each and every aspect of your existing marketing efforts”. – James Wedmore Customers are becoming smarter, younger and keener, with less time. They demand limitless options in the shortest possible time and with complete access at all times, which is why online…
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Product Knowledge is Vital for Business Success
“If a man empties his purse into his head, no man can take it away from him. An investment in knowledge always pays the best interest.”-BENJAMIN FRANKLIN If you walk in to a company or even call up a representative of the company would you be impressed if they had complete product knowledge or if…
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Answering the Phone at Work – Remain Courteous
“Why are phone skills so important? Because they put money in your pocket!” – www.pinterest.com Irrespective of the job title and level in the hierarchy, each person at the office spends a good deal of time speaking over the phone – we will focus only on the calls received from customers. Answering the phone at…
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Customer Service through an Effective Help-desk
“The best help desks know that customer service that goes above and beyond is what sticks in a customer’s mind and sets a company apart from others”. – From TeamSupport.com Sometime back we discussed about how some companies still believe that a call centre or an effective help-desk is only a cost centre and do…
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Good Customer Service Management
“Customer service is just a day in, day out on-going, never ending, unremitting, persevering, compassionate, type of activity.” – Leon Gorman We know that customer service as a job is extremely stressful and mostly onerous. It requires highly evolved skills of a varied nature in order to handle the pressure involved. The new ‘breed’ of…
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Customer Focus Training is a Different ‘Game’
“It’s not that we ever even say we’re customer-centric. We don’t have to. What we say is we’re going to the right thing, we’re going to try as hard as we can, and that just spills over into the way we treat our customers.” – Ted Hoy It is a given that companies need their…
