nox march2012-official
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The NOX for the monthTRANSCRIPT
News Online Xchangeserves to give up-to-date information on the products and services under the NMS brand, as well as news involving the Web and Mobile industries.
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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER MARCH 2012 ISSUE MARCH 2012 BUSINESS NEWSLETTER
CUSTOMER
CUSTOMER
The Business of Great Customer Service.
"There is only one valid definition of business purpose: to create a customer. It is the customer who determines what a business is. What the business think it produces is not of first importance - especially not to the future of the business and to its success. What the customer thinks he is buying and considers 'value' is decisive - it determines what a business is, what it produces and whether it will prosper." - Peter Drucker
Customer service is one of the greatest keys to your business success. It can literally make or break
you. This is so because your entire business, marketing, sales and profits depend on your customers.
You're in business to generate profits by selling your products and servcies to people who need and
want to buy. Customers want to know how you can make their lives better or easier and/or how you
can relieve them of their pain.
It follows that whatever you do must be carefully designed to meet and satisfy the needs of your
customers as it's the foundation for a growing and profitable business. The decision you make must
be based on the situation, what the customers want and how it affects your business. Treat every
service situation as unique. Interact with each customer as an individual and treat him/her that way
he or she wants to be treated.(continued next page)
CUSTOMER SERVICE – Key to business success
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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER MARCH 2012 ISSUE MARCH 2012 BUSINESS NEWSLETTER
Great marketing acquires new customers for you, but it's great customer service that ensures that the customers keep coming back to you as
people tend to do business with people they like and trust, and therefore, are more likely to be loyal and continue to buy from those who
provide them with excellent customer service.
Surveys have shown that most customers quit because of an indifferent attitude towards them from the business owner, managers and/or
employees. A typical business will only hear from a handful of dissatisfied customers; most of your customers will just quietly go away and
never come back.
To further compound the problem, a typical dissatisfied customer will tell an average of 7 to 10 people about his problem and your bad service.
This is a serious financial loss for those of you who don't know how to treat your customers right; for those who do, it represents a tremen-
dous gain.
In light of these, not many businesses can succeed for any length of time without the comprehensive care and diligent servicing of their
customers.
To a large extent, customer service has leveled the playing field for the small business owners who sell similar products as their bigger
competitors. It opens up a treasure chest of opportunities. It provides them with the opportunity to differentiate themselves from the
competition.
For large companies, they'll need to act fast to accommodate the custom-
ers by revisiting and fine-tuning their policies and procedures. They
mustn’t let inflexible rules and regulations, policies and procedures stop
them from making their customer satisfied.
Repeating Themselves Representatives don’t know their history of value
Cannot switch between communication channels easilyForced to wait too long
for service
Being trapped in automatedSelf- Service
minutes is spent on average trying to reach a human when trapped in an automated phone system.
Cost of Poor Customer Service
Cost of Poor Customer Servicein the United States.
Business is abandoned or lost to entire industry
Customer churn and defection
(continued from the previous page)….Customer Service
INFORMATION HIGHWAY
ROOT CAUSES OF LOST RELATIONSHIP
Why DO CUSTOMERS LEAVE A
9.5
COMPANY?68%
$83 BILLION $32.4 $50.6
14%
LEAVE BECAUSE OF THETREATMENT THEY RECEIVED
ARE DISSATISFIED WITHPRODUCTS AND SERVICE
09% BEGIN DOING BUSINESSWITH THE COMPETITION
05% SEEK ALTERNATIVES
03% MOVE AWAY
01% DIE
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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER MARCH 2012 ISSUE MARCH 2012 BUSINESS NEWSLETTER
Customer Service As A Way of LifeCustomer service is more than a strategy in sales. It deals with understanding and giving what customers need and want.
The success of customer service can be measured by the number of loyal customers gained through time. Customer service can also be considered extra-successful when competitors talk about the business positively.
The Customer Market Ever-changing Preference
Controlling Customer Experience
Customer Service Game-changers
Customers and consumers are
the blood-life of a business.
They bring both monetary gains
and prestige to the business.
Every business decision involves
pleasing them. On the other
hand, they pose new challenges
to the customer service every
day. Promotions are made for
customer retention. New
services and products are
created to give more opportuni-
ties to them. In the eyes of
customer service, customers
and consumers are the most
valuable persons in the world.
The secret to effective customer service involves analyzing the
changing favorites of customers. Customer service deals with the
day-to-day changes on the behavior, lifestyle, political, moral and
even the physical state of the customers. Popular culture, brought
Providing multi-channel customer support is a key to improve customer experience.
The most popular customer support is voice or phone support which allows custom-
ers to call the business when they need help. Customer complaints, billing inquiries,
service overview and other relevant matters are all settled using the customer
support department. Other support methods include email support, refund manage-
ment and escalation management.
Delivering promises to customers may be an old saying but still a renowned-
principle. It is still in the modern gentleman’s menu. In this new generation, the
game changer is a customer service that demands little effort from customers in
availing of a service or product. This is the reason why customer service has
expanded to offering customers a one-time set up transaction for everything. This
also gave rise for some customers to shop without going to malls. Instead of
following ten steps to unsubscribe from a mobile service, mobile companies have
come up with a one-character key to press when customers wish to end a
subscribed service. To the business, it is called “pampering”. But for mothers, it is
called “spoon-feeding”.
my celebrities and natural phenomena, heavily affects the preferred taste of customers. To adjust to
these changing favorites, businesses offer new products and services. It has been known that products
and services gradually change to integrate innovations and craze features that are hit in the present
season (and may not be a hit in the next). Businesses also modify their sales strategies and styles in
attracting attention.
The core principle for excellent customer service is to think, act and move like customers. In short, customer service as a way of life as it deals with becoming human and not becoming a businessman.
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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER MARCH 2012 ISSUE MARCH 2012 BUSINESS NEWSLETTER
THE 10 COMMANDMENTS FOR GOOD CUSTOMER SERVICE
CUSTOMER SERVICE QUOTES TO INSPIRE AND MOTIVATE
COMMIT TO QUALITY SERVICE Know your products Know your customers TREAT PEOPLE WITH COURTESY AND RESPECT
Never argue with a customer
Don’t leave customers in limbo
Always provide what you promise
Assume that your customers tell the truth
Focus on making customers – not on sales Make it easy to buy
PLEASEYES MA’AM
HERE IT IS!AS PROMISED AS EASY AS
1 - 2 - 3
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“A man without a smiling face must not open a shop.”
- Chinese Proverb
“Ask your customers to be part of the solution, and don’t view them as a part of the problem.”
- Alan Weiss, Ph.D
“A customer is the most important visitor on our
premises. He is not dependent on u- we are dependent on him.”
- Unknown
“Although your customers won’t love you if you give bad
service your competitiors will.”- Kate Zabriskie
“Alone we can do so little. Together we can do so much”
- Helen Keller
“Always do more than is required of you.”- George S. Patton
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