Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Business Intelligence Sales & Marketing More Topics...
APC Free White Paper
Optimize your network investment &
Enter to win a Samsung Galaxy Note

www.apc.com
Customer Service
Fiercely productive scanners
Average Rating:
Rate this article:  
Customer Care Needs To Be Job #1 in the New Year
Customer Care Needs To Be Job #1 in the New Year

By Sue Smith and Jennifer LeClaire
January 10, 2014 9:32AM

Bookmark and Share
Salespeople as well as customer service reps and contact center staffers need to always remember that customer care and providing a positive customer experience are their top priorities. Aside from that basic understanding, they need to be given the tools and authority to get the job done right.
 


Fail. Fail. Fail. That's what plenty of customers had to say about their shopping experiences this past holiday season. And, poor customer service is just as big a problem in the B2B world of business-to-business, where even more dollars can be at stake with each interaction.

How often have you tried to get help and couldn't? How often have sales and service people been too busy to answer your call or assist you in person? How often have you been disconnected in the middle of a service call, leaving you frustrated and needing to call back and start the whole loop again?

Outstanding customer service doesn't just happen. It requires firm policy at the top, starting in the C-Suite, followed by clear procedures for management and staff. And, above all else -- it requires careful, consistent, and ongoing training and monitoring.

Undercover Boss

There's a great reality TV series running in the U.S. and U.K. called Undercover Boss, where CEOs of nation-wide corporations are filmed going undercover as entry-level employees to see what's working and what's not in their own companies.

Time and time again, they find front-line staffers quoting "company policy" as the reason they can't give better service or accommodate customer requests. Outstanding customer service and a true dedication to customer care starts at the top, but can't stop there.

Salespeople as well as customer service reps and contact center staffers need to always remember that customer care and providing a positive customer experience are their top priorities. Aside from that basic understanding, they need to be given the tools and authority to get the job done right.

Managing the Customer Experience

In 2013, we started to see a major shift toward focusing on "customer experience management" (CEM) along with "customer relationship management" (CRM). "Customer engagement" also became a key focus for marketers and salespeople alike.

Indeed, social media has opened up a whole new realm of possibilities for engaging customers, building customer loyalty, and ultimately, boosting sales through repeat business and referrals.

But even the most sophisticated marketing and engagement programs can be undermined by one bad experience with a customer service rep or sales person. And when a disgruntled customer takes his or her complaints to social media, it can set off a firestorm of negative consequences and a PR nightmare.

Staying Customer Centric

The good news is that your team, and really any company at all, can provide top-rated customer service. It's not rocket science, but it does require a customer-centric approach. Some of the keys to success are ongoing training, analysis of trends, really listening to your customers, and the ability to adapt to changes quickly and efficiently. (continued...)

1  |  2  |  3  |  4  |  Next Page >

 

Tell Us What You Think
Comment:

Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 Customer Service
1.   Bezos Talks Grocery Delivery, Drones
2.   Watson Boosts Customer Engagement
3.   Comcast Customer Service Makeover
4.   High Cost of Great Customer Service
5.   Customers Need Marketing's Attention


advertisement
Watson Boosts Customer Engagement
Future of customer interaction tech?
Average Rating:
Bezos Talks Grocery Delivery, Drones
Amazon's future touted for shareholders.
Average Rating:
Comcast Customer Service Makeover
Goal is Uber-like praise for service.
Average Rating:


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Heartbleed Could Cost Millions, Could Have Been Prevented
Early estimates of Heartbleed’s cost to enterprises are running in the millions. The reason: revoking all the SSL certificates the bug leaked will come at a very hefty price.
 
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 
Canadian Teen Arrested for Heartbleed Hack
One week after the OpenSSL Heartbleed vulnerability was unveiled, Canadian authorities have made the first arrest -- a London, Ontario teenager -- connected to exploiting the security hole.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
Google Glass may find its first markets in verticals in which hands-free access to data is a boon. Medicine is among the most prominent of those, as seen in a number of Glass experiments under way.
 

Mobile Technology Spotlight
Google Releases Chrome Remote Desktop App for Android
You're out on a sales call, and use your Android mobile device to grab a file you have back at the office on your desktop. That's a bit easier now with Google's Chrome Remote Desktop app for Android.
 
Amazon 3D Smartphone Pics Leaked
E-commerce giant Amazon is reportedly set to launch a smartphone after years of development. Photos of the phone, which may feature a unique 3D interface, were leaked by tech pub BGR.
 
Zebra Tech Buys Motorola Enterprise for $3.45B
Weeks after Lenovo bought Motorola Mobility’s assets from Google for $2.91 billion, Zebra Technologies is throwing down $3.45 billion for Motorola’s Enterprise business in an all-cash deal.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Business Intelligence | Sales & Marketing | Contact Centers | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.