I’ve had some amazing results using the techniques I am about to describe for getting good customer service. I had a power toothbrush manufacturer give me a new unit because it was losing its ability to hold a charge three times in a row just before the two-year warranty ended. I had a computer manufacturer replace a recently purchased computer because I was unhappy with its performance two times! The last computer they sent me had twice the capabilities in almost every category. And I had an automobile manufacture replace an air conditioner that stopped working in a vehicle that was out warranty by more than a year.

I’ve been using these techniques to get good customer service for years. The key to executing these strategies with customer service representatives is that you must do them with sincerity. You must find the motivation and good-heartedness within so that you can express yourself with authenticity.

These techniques work with all different types of customer service representatives, but those with the most authority and best training have the greatest ability to do you the most good. I categorize customer service representatives like this. Customer service representatives with the greatest to the least amount of authority and training are those at the manufacturer, followed by managers at retail stores, followed by clerks you’d find at a customer service desk of a department store.

Here are the 8 keys for getting good customer service.

1. Greet Them in a Friendly & Respectful Manner

If you consider what customer service representatives deal with on a daily basis it’s easy to see how being friendly and respectful is a crucial first step in getting good customer service.

Many people who call customer service have the mistaken notion that the only way they are going to get something done is to be angry, forceful, and demanding. This is a big mistake. Imagine how the customer service representative feels at the other end of the phone. The customer service representative must be nice and many customers take advantage of this.

Consider how the customer service representative can respond and get back at you for making their job miserable. They can give you the bare minimum from the array of possible solutions that they are authorized to provide and the least amount of their time to identify them.

If you greet them in a friendly and respectful manner, amazing things can happen. Here’s how you should greet them. Customer service representatives usually give their name when they answer the phone. Write it down so that you can use it in your conversation and record it in your notes at the end. Greet them by saying something like this in a pleasant, uplifting, and sincere tone, “Hi Robin! How are you doing today?” If you get a warm response from them, continue. Your chances of getting good customer service from this person are excellent. If their response is cold, come up with an excuse to end the call. You will not get good customer service from this person.

If the conversation starts poorly, the rest of it will continue the same way. This can happen for any number of reasons including the possibility that they are having a bad day, your personalities don’t match, or they just have a bad attitude. I’ve never had a call that started poorly end on a positive note. If you get the same representative when you call back, wait a few hours or days before trying again.

The other half of the strategy for getting good customer service involves you. If you’re having a bad day, you’re in a rush, or you’re angry or frustrated with the product you are calling about, call some other time.

You’ll know it when you connect with a customer service representative that you gel with. The stronger the rapport that you establish at the beginning, the better the results you will get in the end. And often the outcome can be far beyond your expectations. I’ve been amazed countless times.

2. Talk Positively About Their Product

Here’s another area where you must put yourself in the place of the customer service representative. The person that you are speaking with has chosen to work for the company that manufactures or sells the product that you are calling about. In many cases, this assignment is an entry-level position. Some companies place their management trainees into this job so that they can learn about the business from the frontlines. Everyone wants to be proud of where s/he works. You can imagine how a customer service representative will feel if they get a caller who angrily rips apart the company and product that they represent.

There was a positive reason why you chose to buy a particular product. Before you call, revisit those reasons and take your attention away from the frustration the problem has caused. Then express these reasons to the customer service representative. Whatever you come up with, you must communicate it with sincerity. Here’s an example of what I mean. Tell the customer service representative, “I bought your LX model and I love it. In fact, this is the third time I’ve purchased one of your products and I’ve always been extremely happy with them. But this time I am having a problem that I am hoping you can solve.”

Telling them how you appreciate their product and explaining your history provides a customer service representative with the information they need to classify you as a valued customer. The criteria for this classification may come from company and department policy, but the customer service representative interprets and applies it. Therefore, you need to convince and encourage your representative.

Being classified as a valued customer empowers, and possibly inspires, the customer service representative to provide you with options only available to this select group. In order words, companies and customer service representatives want to hold on to customers who are loyal and speak well of them. After all, isn’t this the number one reason for providing good customer service?

A written policy for classifying valued customers may or may not exist, but I can assure you that it does in practice at every company.

3. Determine a Solution in Advance

If you have a solution on how the problem might be solved in advance, you can guide the conversation with the customer service representative toward that outcome. If you don’t have a clue on how the problem might get fixed before you call, the result may not match your expectations. Figure out what you want to accomplish before the call even if you have to do some research. This is particularly important when you are calling about an expensive item.

Decide ahead of time what you want to accomplish. Don’t leave it to the customer service representative to decide for you. If you are calling the manufacturer, you might need to call or visit a few of their local retail stores to determine their parameters. Retail store personal might also provide you with some insights on what is needed and what is possible when dealing with the manufacturer. This is valuable information that you can use to get what you want in the shortest amount of time and with the least amount of effort.

It’s important that you clearly state the problem and then subtly and respectfully lead them toward the solution that you want without actually saying it. By not saying it right away, you avoid the possibility of them thinking that you are trying to take advantage of them.

The best strategy is to clearly present the problem and allow them to present possible solutions. If they don’t offer the one that you want or the one that you know they sometimes provide based on your research, start asking questions. For example, say to them, “What other possibilities are there?” or “It is my understanding that you sometimes offer X or Y.” or “This has nothing to do with your performance because you’ve been great, but are there any options beyond the range of your authority that I might consider?” The last one is tricky. Your objective is to get them on your side before you ask them to speak with their supervisor. You do this by being respectful and asking, in effect, for their permission to speak with a person with greater authority. You might say, “Would you mind if I spoke to the person (supervisor/boss) that you mentioned?” That way they won’t feel slighted or become defensive. If you were to make them feel that they were performing poorly, they would not support your position when they present the matter to their supervisor before transferring the call.

Remember that a company’s goal is to provide good customer service. Your objective is to help them do it in a way that fixes the problem to your satisfaction.

4. Ask What Can Be Done to Correct the Problem

Here’s a slightly different approach. After you have established a rapport, explained the problem, and guided them toward your desired outcome, simply ask them, “What can be done to correct the problem.” After you have asked them this question, do not talk. Wait for them to speak first! This is very important. There’s an old saying about successful sales and negotiation techniques that goes something like this, “Who ever speaks first loses.”

Your objective is to find out about all the possible options that exist for solving your problem. If they don’t present any that satisfy you, ask them, “What other options are available” or “Are there any options beyond the range of your authority that I might consider?” and “What are they?”

When you are speaking about options beyond their authority, you are leading them toward a conversation with their supervisor. But before you let them transfer the call, learn as much as you can about all the options that are available. When you speak to their supervisor, use the same strategies I described for talking with representatives. If the representative you were speaking to provided good customer service, be sure to mention this to the supervisor. After all, the supervisor probably hired and trained them.

Keep probing them for the solution you want by repeatedly asking them, “What can be done to correct the problem?” Do this with patience and respect and you will get good customer service and be satisfied with the result.

5. Show Your Appreciation

With each attempt to find a solution to your problem, express your appreciation and praise them for their efforts. Everybody likes being appreciated; it makes them want to do more. This is probably more true of customer service representatives since they spend most of their time listening to people complain and criticize.

Since it may take several steps involving days or weeks to solve the problem, it’s important to constantly show your appreciation and not assume that the issue will be fixed with just one or two calls. So don’t burn your bridges.

If a customer service representative does an extraordinary job, take the time to tell them and even offer to send an email to their boss. Again, only do this if you sincerely feel this way and intend to follow through.

By expressing your appreciation to your representative, you have a much better chance of receiving good customer service.

6. Make Notes

After you’ve ended the call, make notes about your conversation that include this information: date(s) contacted, customer service representative’s name, description of the problem, description of the solution, and agreed timetable.

This information gives you the ability to respond with authority and it lets them know that you are keeping records. These records also strengthen your position should you need to pursue the matter further or take it up the chain of command.

7. Follow Up

Mark your calendar on the date stated to you that the problem would be solved. If it’s not solved by that date follow up with your customer service representative. I would recommend that you add a couple of extra days to allow for any clichés so that you don’t waste your time or theirs when you call.

The strategy for follow up is the same as it was at the beginning — be polite and respectful. You’ll need to add one more crucial ingredient that can lead to success if you can hold on to it: Patience! If you can hold on to your patience, the customer service representative will likely recognize this and reward you by giving much more than you expected.

8. Consider Customer Satisfaction Surveys

Customer satisfaction surveys have become an important part of measuring business success for most companies. To encourage employees to provide good customer service, the scores they receive are sometimes tied directly to their salary. If they get an overall rating that’s less than near perfect their paycheck is reduced.

Although this method of incentive has produced a higher level of customer service, I question the ethics of doing this when it can affect a large portion of a person’s salary. This is especially true when certain measurements of the survey are outside the control of the employee.

With this in mind, I would encourage you to give the person you’ve been working with, or their supervisor, the opportunity to solve the problem rather than venting your anger in the survey.

This is particularly important for business establishments that you visit regularly like an automobile dealership. They have ways of figuring out which customer gave them a bad score. And if they determine it’s you, they’ll still treat you in a courteous manner but you’ll never know how they may return the favor.

Give representatives and managers every opportunity to solve the problem before you complete a survey. If you’re still unsuccessful after you’ve patiently tried every way possible to get the problem solved, then perhaps it’s time to submitted a low scoring survey. The company may actually benefit by getting this feedback if they are that incompetent at providing good customer service and solving your problem.

I’ve been amazed at what I’ve been able to get done with customer service representatives over the years using the strategies I’ve presented. I think my rate of success is about 90 percent! No kidding.

The money you save in not having to replace or repair products is more than worth the time you spend. And in some cases, if you’re really in the zone using the techniques I’ve described, you’ll end up with more than what you originally paid for the product or service.

So as I have pointed out, good customer service isn’t necessarily something that is given automatically, it’s something that you create! Companies spend a great deal of money training their representatives to provide good customer service. I am surprised that some of them don’t spend a portion of their budget on training their customers, through subtle methods, on how to “get” good customer service.

You are now one of the few who knows the secrets to getting good customer service. Give them try.

Brad Paul
http://www.guruhabits.com/

Copyright Brad Paul

To see the original article with graphics and links, click: http://www.guruhabits.com/good-customer-service.html

Brad Paul is the founder of Guru Habits.com, which provides FREE self improvement and lifestyle enhancement resources.

Brad left home at 15, lived in a boy’s home, graduated college with honors, headed a marketing group responsible for $400 million in annual sales, wrote 3 books, and now works on projects that improve people’s lives.

Author: Brad Paul
Article Source: EzineArticles.com
Benefits of electric pressure cooker

If you would like to know the answer to the question, what is an entrepreneur you will likely get a different answer from each person you ask. Each different answer could very well be right. The reason for the diverse number of answers stems from the fact that each individual that is an entrepreneur has different qualities and reasons for being an entrepreneur.

What an entrepreneur does in no way signifies what is an entrepreneur. Entrepreneurship is about individuality, so it’s not easy to define. In the business world an entrepreneur is the one that decides to take on the risk of beginning a new venture. This usually involves financial risk or capital that it is required to start a new market or idea.

An entrepreneur decides to chance their money on an idea that they hope will gain them back what they put out on the venture. They usually choose to create a new or relatively unknown entity to develop on. A business or market entrepreneur bases their venture on profits or earnings from their business niche. Another type of entrepreneur is the social entrepreneur which hopes that their venture will help environment or society in some manner.

Risk-taking is they backbone of many entrepreneurs. They are willing to risk their money and their time to bring about a venture that they realize could succeed beyond their wildest dreams or could fail miserably. They know each of these possibilities upfront which make it all the more a challenge they are willing to take.

Ask any entrepreneur and they will tell you they realize it will be an uphill battle for most of their endeavors. If there were no challenge to it then there would be no need for anyone to risk or chance becoming an entrepreneur. The challenging spirit is one that does well when you consider the characteristics it takes to become an entrepreneur.

So what other characteristics make up the entrepreneurial spirit? This is like answering what is an entrepreneur. Anyone can decide to be an entrepreneur and actually make it work with perseverance and patience but it also takes creativity, spontaneity, and the determination not to let failure get them down.

One of the major factors and characteristics it takes to be an entrepreneur is independence. Most entrepreneurs have independence by the truckload. They love to find a venture and do it on their own. They do not have it in them to answer to anyone else and that is one of the biggest reasons many choose becoming an entrepreneur over the regular grind of the daily 9 to 5 type of job.

You may have to decide for yourself what the real answer is to what is an entrepreneur? Could it be you? Do you think about things in a different way than the conventional manner? Are you a problem solver that realizes the difference in the idea of the better mousetrap, or do you know the mousetrap is fine, there is just a different way to market it.

This may not be all there is to it. You may have all the great characteristics and the thinking power to be a world-class entrepreneur; but can you handle rejection? Being an entrepreneur involves a great deal of failure before you reach success and any great entrepreneur will tell you of all the failures they experienced to get to the successful pinnacle.

You will not find an easy answer to what is an entrepreneur, what they do or if you are going to succeed as one. It is not going to be an easy task to do or any easy footsteps to walk in when you decide to be an entrepreneur.

If you do feel that you can handle failure as well as success or that you have any outstanding characteristics that make up the qualities of an entrepreneur then you should do it. If you are willing to take the risk because you know it will make you money or change society for the better in some way you should just go for it and become the entrepreneur you know you can be.

You will find more on what is an entrepreneur by visiting the website. Also, please find similar areas evaluated like business structures as well as others.

Author: Frank Rodriguez
Article Source: EzineArticles.com
Low-volume PCB maker

Choosing the right small business software for your home-based
internet business can be a confusing undertaking to say the
least. It’s a good thing most women love to shop because
otherwise it could be really frustrating. The challenge in
choosing small business software is striking a balance between
what you have to have and what you can afford. There are many
small business software packages that have a number of features
included, even though you may not use all of them. Then, there
are some that are sold in individual modules where you buy only
what you need.

The first step in shopping for small business software is to
distinguish between what you need now, what you want, and what
you might need in the future. The second step is to define your
budget. Never start buying small business software until these
two steps are done. Otherwise, you are likely to buy some of
those things you want, rather than the things you definitely
need, and then you’ll end up with a busted budget and you won’t
have the small business software that is crucial to running your
business.

At a minimum, most businesses need a recordkeeping system, a word
processor and an email program. Other small business software
packages you may or may not need include spreadsheet programs,
database programs, web design and graphic design programs, time
management programs, and desktop publishing programs.

Some small business software packages, like Microsoft® Office
products for instance, have several basic programs that are most
commonly used by small businesses packaged in one small business
software package. Some of the basic recordkeeping or bookkeeping
packages also have several commonly used components included in a
low-priced package. If these small business software suites have
what you need, in addition to things you will need in the future,
sometimes it is most practical to purchase them rather than
buying individual small business software products that may be
more expensive.

Before you spend a dime on small business software, familiarize
yourself with the types of software that are available and their
features as well as their benefits. You may find that there are
software packages that can save you loads of time in operating
your home-based business even if you didn’t previously know what
they were or what they were capable of doing. Research is vital
when choosing small business software for your company.

Here is a quick overview of the very basic, commonly used small
business software:

Word Processors

Word processing capabilities are something that just about every
business needs from its small business software. Word processors
are primarily used for preparing written communication such as
letters and reports. Word processing software can also be used to
prepare information products and web copy for your internet based
business.

Most word processing programs have spelling and grammar checkers
which are important to ensuring that your communications are
grammatically correct. Some word processing programs don’t have
these features, so that is something to watch for when reviewing
small business software that will be used for preparing business
communications.

Email Programs

Many of the small business software packages that include email
programs. A basic email program is usually included with computer
operating systems. Some of the more advanced email packages
include time-saving organizational features that are great for
small businesses. For instance, some have contact organizers with
the capability of grouping your contacts so you can send email
messages to a particular group.

Some have built in SPAM filters that will send junk mail directly
to a junk mail folder, and some have features that automatically
organize your messages into folders for you. While a basic email
program may be sufficient, some of the more advanced email
programs can sure save a lot of time and aggravation.

Recordkeeping Programs

For most businesses, recordkeeping is accomplished through the
use of small business software programs designed for accounting
or bookkeeping, although recordkeeping can be accomplished using
database or spreadsheet programs. A comprehensive recordkeeping
package will have modules for tracking sales and expenses as well
as paying bills and managing accounts receivable.

If you have employees, you need payroll processing capabilities
and if you carry inventory, you need inventory control features.
Some bookkeeping programs integrate with reports from online
sources like eBay® or Elance®, so if you are working with such
marketplaces it may be wise to see what types of recordkeeping
programs are capable of uploading their reports. This capability
will save you lots of data input time.

There are many other types of small business software that you
may find useful. For instance, if you are going to be designing
your own websites, you will need an HTML editor and website
design software. The trick to getting the small business software
that you need is to determine exactly what you are going to do,
then evaluate small business software packages and explore the
numerous capabilities of each. Compare the features, benefits and
prices, and select the small business software that best meets
your needs within your budget.

Copyright Christopher J. Enders. Are you at the end of your rope, fed up and confused by all the scrambled internet marketing advice you’re getting? Whether you are new to internet marketing, or a website owner who wants to make more money from your website, learn the proven strategies that will sky-rocket your internet business at http://BiznessTips.com

Author: Christopher J Enders
Article Source: EzineArticles.com
Pressure cooker

I’ve had some amazing results using the techniques I am about to describe for getting good customer service. I had a power toothbrush manufacturer give me a new unit because it was losing its ability to hold a charge three times in a row just before the two-year warranty ended. I had a computer manufacturer replace a recently purchased computer because I was unhappy with its performance two times! The last computer they sent me had twice the capabilities in almost every category. And I had an automobile manufacture replace an air conditioner that stopped working in a vehicle that was out warranty by more than a year.

I’ve been using these techniques to get good customer service for years. The key to executing these strategies with customer service representatives is that you must do them with sincerity. You must find the motivation and good-heartedness within so that you can express yourself with authenticity.

These techniques work with all different types of customer service representatives, but those with the most authority and best training have the greatest ability to do you the most good. I categorize customer service representatives like this. Customer service representatives with the greatest to the least amount of authority and training are those at the manufacturer, followed by managers at retail stores, followed by clerks you’d find at a customer service desk of a department store.

Here are the 8 keys for getting good customer service.

1. Greet Them in a Friendly & Respectful Manner

If you consider what customer service representatives deal with on a daily basis it’s easy to see how being friendly and respectful is a crucial first step in getting good customer service.

Many people who call customer service have the mistaken notion that the only way they are going to get something done is to be angry, forceful, and demanding. This is a big mistake. Imagine how the customer service representative feels at the other end of the phone. The customer service representative must be nice and many customers take advantage of this.

Consider how the customer service representative can respond and get back at you for making their job miserable. They can give you the bare minimum from the array of possible solutions that they are authorized to provide and the least amount of their time to identify them.

If you greet them in a friendly and respectful manner, amazing things can happen. Here’s how you should greet them. Customer service representatives usually give their name when they answer the phone. Write it down so that you can use it in your conversation and record it in your notes at the end. Greet them by saying something like this in a pleasant, uplifting, and sincere tone, “Hi Robin! How are you doing today?” If you get a warm response from them, continue. Your chances of getting good customer service from this person are excellent. If their response is cold, come up with an excuse to end the call. You will not get good customer service from this person.

If the conversation starts poorly, the rest of it will continue the same way. This can happen for any number of reasons including the possibility that they are having a bad day, your personalities don’t match, or they just have a bad attitude. I’ve never had a call that started poorly end on a positive note. If you get the same representative when you call back, wait a few hours or days before trying again.

The other half of the strategy for getting good customer service involves you. If you’re having a bad day, you’re in a rush, or you’re angry or frustrated with the product you are calling about, call some other time.

You’ll know it when you connect with a customer service representative that you gel with. The stronger the rapport that you establish at the beginning, the better the results you will get in the end. And often the outcome can be far beyond your expectations. I’ve been amazed countless times.

2. Talk Positively About Their Product

Here’s another area where you must put yourself in the place of the customer service representative. The person that you are speaking with has chosen to work for the company that manufactures or sells the product that you are calling about. In many cases, this assignment is an entry-level position. Some companies place their management trainees into this job so that they can learn about the business from the frontlines. Everyone wants to be proud of where s/he works. You can imagine how a customer service representative will feel if they get a caller who angrily rips apart the company and product that they represent.

There was a positive reason why you chose to buy a particular product. Before you call, revisit those reasons and take your attention away from the frustration the problem has caused. Then express these reasons to the customer service representative. Whatever you come up with, you must communicate it with sincerity. Here’s an example of what I mean. Tell the customer service representative, “I bought your LX model and I love it. In fact, this is the third time I’ve purchased one of your products and I’ve always been extremely happy with them. But this time I am having a problem that I am hoping you can solve.”

Telling them how you appreciate their product and explaining your history provides a customer service representative with the information they need to classify you as a valued customer. The criteria for this classification may come from company and department policy, but the customer service representative interprets and applies it. Therefore, you need to convince and encourage your representative.

Being classified as a valued customer empowers, and possibly inspires, the customer service representative to provide you with options only available to this select group. In order words, companies and customer service representatives want to hold on to customers who are loyal and speak well of them. After all, isn’t this the number one reason for providing good customer service?

A written policy for classifying valued customers may or may not exist, but I can assure you that it does in practice at every company.

3. Determine a Solution in Advance

If you have a solution on how the problem might be solved in advance, you can guide the conversation with the customer service representative toward that outcome. If you don’t have a clue on how the problem might get fixed before you call, the result may not match your expectations. Figure out what you want to accomplish before the call even if you have to do some research. This is particularly important when you are calling about an expensive item.

Decide ahead of time what you want to accomplish. Don’t leave it to the customer service representative to decide for you. If you are calling the manufacturer, you might need to call or visit a few of their local retail stores to determine their parameters. Retail store personal might also provide you with some insights on what is needed and what is possible when dealing with the manufacturer. This is valuable information that you can use to get what you want in the shortest amount of time and with the least amount of effort.

It’s important that you clearly state the problem and then subtly and respectfully lead them toward the solution that you want without actually saying it. By not saying it right away, you avoid the possibility of them thinking that you are trying to take advantage of them.

The best strategy is to clearly present the problem and allow them to present possible solutions. If they don’t offer the one that you want or the one that you know they sometimes provide based on your research, start asking questions. For example, say to them, “What other possibilities are there?” or “It is my understanding that you sometimes offer X or Y.” or “This has nothing to do with your performance because you’ve been great, but are there any options beyond the range of your authority that I might consider?” The last one is tricky. Your objective is to get them on your side before you ask them to speak with their supervisor. You do this by being respectful and asking, in effect, for their permission to speak with a person with greater authority. You might say, “Would you mind if I spoke to the person (supervisor/boss) that you mentioned?” That way they won’t feel slighted or become defensive. If you were to make them feel that they were performing poorly, they would not support your position when they present the matter to their supervisor before transferring the call.

Remember that a company’s goal is to provide good customer service. Your objective is to help them do it in a way that fixes the problem to your satisfaction.

4. Ask What Can Be Done to Correct the Problem

Here’s a slightly different approach. After you have established a rapport, explained the problem, and guided them toward your desired outcome, simply ask them, “What can be done to correct the problem.” After you have asked them this question, do not talk. Wait for them to speak first! This is very important. There’s an old saying about successful sales and negotiation techniques that goes something like this, “Who ever speaks first loses.”

Your objective is to find out about all the possible options that exist for solving your problem. If they don’t present any that satisfy you, ask them, “What other options are available” or “Are there any options beyond the range of your authority that I might consider?” and “What are they?”

When you are speaking about options beyond their authority, you are leading them toward a conversation with their supervisor. But before you let them transfer the call, learn as much as you can about all the options that are available. When you speak to their supervisor, use the same strategies I described for talking with representatives. If the representative you were speaking to provided good customer service, be sure to mention this to the supervisor. After all, the supervisor probably hired and trained them.

Keep probing them for the solution you want by repeatedly asking them, “What can be done to correct the problem?” Do this with patience and respect and you will get good customer service and be satisfied with the result.

5. Show Your Appreciation

With each attempt to find a solution to your problem, express your appreciation and praise them for their efforts. Everybody likes being appreciated; it makes them want to do more. This is probably more true of customer service representatives since they spend most of their time listening to people complain and criticize.

Since it may take several steps involving days or weeks to solve the problem, it’s important to constantly show your appreciation and not assume that the issue will be fixed with just one or two calls. So don’t burn your bridges.

If a customer service representative does an extraordinary job, take the time to tell them and even offer to send an email to their boss. Again, only do this if you sincerely feel this way and intend to follow through.

By expressing your appreciation to your representative, you have a much better chance of receiving good customer service.

6. Make Notes

After you’ve ended the call, make notes about your conversation that include this information: date(s) contacted, customer service representative’s name, description of the problem, description of the solution, and agreed timetable.

This information gives you the ability to respond with authority and it lets them know that you are keeping records. These records also strengthen your position should you need to pursue the matter further or take it up the chain of command.

7. Follow Up

Mark your calendar on the date stated to you that the problem would be solved. If it’s not solved by that date follow up with your customer service representative. I would recommend that you add a couple of extra days to allow for any clichés so that you don’t waste your time or theirs when you call.

The strategy for follow up is the same as it was at the beginning — be polite and respectful. You’ll need to add one more crucial ingredient that can lead to success if you can hold on to it: Patience! If you can hold on to your patience, the customer service representative will likely recognize this and reward you by giving much more than you expected.

8. Consider Customer Satisfaction Surveys

Customer satisfaction surveys have become an important part of measuring business success for most companies. To encourage employees to provide good customer service, the scores they receive are sometimes tied directly to their salary. If they get an overall rating that’s less than near perfect their paycheck is reduced.

Although this method of incentive has produced a higher level of customer service, I question the ethics of doing this when it can affect a large portion of a person’s salary. This is especially true when certain measurements of the survey are outside the control of the employee.

With this in mind, I would encourage you to give the person you’ve been working with, or their supervisor, the opportunity to solve the problem rather than venting your anger in the survey.

This is particularly important for business establishments that you visit regularly like an automobile dealership. They have ways of figuring out which customer gave them a bad score. And if they determine it’s you, they’ll still treat you in a courteous manner but you’ll never know how they may return the favor.

Give representatives and managers every opportunity to solve the problem before you complete a survey. If you’re still unsuccessful after you’ve patiently tried every way possible to get the problem solved, then perhaps it’s time to submitted a low scoring survey. The company may actually benefit by getting this feedback if they are that incompetent at providing good customer service and solving your problem.

I’ve been amazed at what I’ve been able to get done with customer service representatives over the years using the strategies I’ve presented. I think my rate of success is about 90 percent! No kidding.

The money you save in not having to replace or repair products is more than worth the time you spend. And in some cases, if you’re really in the zone using the techniques I’ve described, you’ll end up with more than what you originally paid for the product or service.

So as I have pointed out, good customer service isn’t necessarily something that is given automatically, it’s something that you create! Companies spend a great deal of money training their representatives to provide good customer service. I am surprised that some of them don’t spend a portion of their budget on training their customers, through subtle methods, on how to “get” good customer service.

You are now one of the few who knows the secrets to getting good customer service. Give them try.

Brad Paul
http://www.guruhabits.com/

Copyright Brad Paul

To see the original article with graphics and links, click: http://www.guruhabits.com/good-customer-service.html

Brad Paul is the founder of Guru Habits.com, which provides FREE self improvement and lifestyle enhancement resources.

Brad left home at 15, lived in a boy’s home, graduated college with honors, headed a marketing group responsible for $400 million in annual sales, wrote 3 books, and now works on projects that improve people’s lives.

Author: Brad Paul
Article Source: EzineArticles.com
Low-volume PCB maker

I’ve had some amazing results using the techniques I am about to describe for getting good customer service. I had a power toothbrush manufacturer give me a new unit because it was losing its ability to hold a charge three times in a row just before the two-year warranty ended. I had a computer manufacturer replace a recently purchased computer because I was unhappy with its performance two times! The last computer they sent me had twice the capabilities in almost every category. And I had an automobile manufacture replace an air conditioner that stopped working in a vehicle that was out warranty by more than a year.

I’ve been using these techniques to get good customer service for years. The key to executing these strategies with customer service representatives is that you must do them with sincerity. You must find the motivation and good-heartedness within so that you can express yourself with authenticity.

These techniques work with all different types of customer service representatives, but those with the most authority and best training have the greatest ability to do you the most good. I categorize customer service representatives like this. Customer service representatives with the greatest to the least amount of authority and training are those at the manufacturer, followed by managers at retail stores, followed by clerks you’d find at a customer service desk of a department store.

Here are the 8 keys for getting good customer service.

1. Greet Them in a Friendly & Respectful Manner

If you consider what customer service representatives deal with on a daily basis it’s easy to see how being friendly and respectful is a crucial first step in getting good customer service.

Many people who call customer service have the mistaken notion that the only way they are going to get something done is to be angry, forceful, and demanding. This is a big mistake. Imagine how the customer service representative feels at the other end of the phone. The customer service representative must be nice and many customers take advantage of this.

Consider how the customer service representative can respond and get back at you for making their job miserable. They can give you the bare minimum from the array of possible solutions that they are authorized to provide and the least amount of their time to identify them.

If you greet them in a friendly and respectful manner, amazing things can happen. Here’s how you should greet them. Customer service representatives usually give their name when they answer the phone. Write it down so that you can use it in your conversation and record it in your notes at the end. Greet them by saying something like this in a pleasant, uplifting, and sincere tone, “Hi Robin! How are you doing today?” If you get a warm response from them, continue. Your chances of getting good customer service from this person are excellent. If their response is cold, come up with an excuse to end the call. You will not get good customer service from this person.

If the conversation starts poorly, the rest of it will continue the same way. This can happen for any number of reasons including the possibility that they are having a bad day, your personalities don’t match, or they just have a bad attitude. I’ve never had a call that started poorly end on a positive note. If you get the same representative when you call back, wait a few hours or days before trying again.

The other half of the strategy for getting good customer service involves you. If you’re having a bad day, you’re in a rush, or you’re angry or frustrated with the product you are calling about, call some other time.

You’ll know it when you connect with a customer service representative that you gel with. The stronger the rapport that you establish at the beginning, the better the results you will get in the end. And often the outcome can be far beyond your expectations. I’ve been amazed countless times.

2. Talk Positively About Their Product

Here’s another area where you must put yourself in the place of the customer service representative. The person that you are speaking with has chosen to work for the company that manufactures or sells the product that you are calling about. In many cases, this assignment is an entry-level position. Some companies place their management trainees into this job so that they can learn about the business from the frontlines. Everyone wants to be proud of where s/he works. You can imagine how a customer service representative will feel if they get a caller who angrily rips apart the company and product that they represent.

There was a positive reason why you chose to buy a particular product. Before you call, revisit those reasons and take your attention away from the frustration the problem has caused. Then express these reasons to the customer service representative. Whatever you come up with, you must communicate it with sincerity. Here’s an example of what I mean. Tell the customer service representative, “I bought your LX model and I love it. In fact, this is the third time I’ve purchased one of your products and I’ve always been extremely happy with them. But this time I am having a problem that I am hoping you can solve.”

Telling them how you appreciate their product and explaining your history provides a customer service representative with the information they need to classify you as a valued customer. The criteria for this classification may come from company and department policy, but the customer service representative interprets and applies it. Therefore, you need to convince and encourage your representative.

Being classified as a valued customer empowers, and possibly inspires, the customer service representative to provide you with options only available to this select group. In order words, companies and customer service representatives want to hold on to customers who are loyal and speak well of them. After all, isn’t this the number one reason for providing good customer service?

A written policy for classifying valued customers may or may not exist, but I can assure you that it does in practice at every company.

3. Determine a Solution in Advance

If you have a solution on how the problem might be solved in advance, you can guide the conversation with the customer service representative toward that outcome. If you don’t have a clue on how the problem might get fixed before you call, the result may not match your expectations. Figure out what you want to accomplish before the call even if you have to do some research. This is particularly important when you are calling about an expensive item.

Decide ahead of time what you want to accomplish. Don’t leave it to the customer service representative to decide for you. If you are calling the manufacturer, you might need to call or visit a few of their local retail stores to determine their parameters. Retail store personal might also provide you with some insights on what is needed and what is possible when dealing with the manufacturer. This is valuable information that you can use to get what you want in the shortest amount of time and with the least amount of effort.

It’s important that you clearly state the problem and then subtly and respectfully lead them toward the solution that you want without actually saying it. By not saying it right away, you avoid the possibility of them thinking that you are trying to take advantage of them.

The best strategy is to clearly present the problem and allow them to present possible solutions. If they don’t offer the one that you want or the one that you know they sometimes provide based on your research, start asking questions. For example, say to them, “What other possibilities are there?” or “It is my understanding that you sometimes offer X or Y.” or “This has nothing to do with your performance because you’ve been great, but are there any options beyond the range of your authority that I might consider?” The last one is tricky. Your objective is to get them on your side before you ask them to speak with their supervisor. You do this by being respectful and asking, in effect, for their permission to speak with a person with greater authority. You might say, “Would you mind if I spoke to the person (supervisor/boss) that you mentioned?” That way they won’t feel slighted or become defensive. If you were to make them feel that they were performing poorly, they would not support your position when they present the matter to their supervisor before transferring the call.

Remember that a company’s goal is to provide good customer service. Your objective is to help them do it in a way that fixes the problem to your satisfaction.

4. Ask What Can Be Done to Correct the Problem

Here’s a slightly different approach. After you have established a rapport, explained the problem, and guided them toward your desired outcome, simply ask them, “What can be done to correct the problem.” After you have asked them this question, do not talk. Wait for them to speak first! This is very important. There’s an old saying about successful sales and negotiation techniques that goes something like this, “Who ever speaks first loses.”

Your objective is to find out about all the possible options that exist for solving your problem. If they don’t present any that satisfy you, ask them, “What other options are available” or “Are there any options beyond the range of your authority that I might consider?” and “What are they?”

When you are speaking about options beyond their authority, you are leading them toward a conversation with their supervisor. But before you let them transfer the call, learn as much as you can about all the options that are available. When you speak to their supervisor, use the same strategies I described for talking with representatives. If the representative you were speaking to provided good customer service, be sure to mention this to the supervisor. After all, the supervisor probably hired and trained them.

Keep probing them for the solution you want by repeatedly asking them, “What can be done to correct the problem?” Do this with patience and respect and you will get good customer service and be satisfied with the result.

5. Show Your Appreciation

With each attempt to find a solution to your problem, express your appreciation and praise them for their efforts. Everybody likes being appreciated; it makes them want to do more. This is probably more true of customer service representatives since they spend most of their time listening to people complain and criticize.

Since it may take several steps involving days or weeks to solve the problem, it’s important to constantly show your appreciation and not assume that the issue will be fixed with just one or two calls. So don’t burn your bridges.

If a customer service representative does an extraordinary job, take the time to tell them and even offer to send an email to their boss. Again, only do this if you sincerely feel this way and intend to follow through.

By expressing your appreciation to your representative, you have a much better chance of receiving good customer service.

6. Make Notes

After you’ve ended the call, make notes about your conversation that include this information: date(s) contacted, customer service representative’s name, description of the problem, description of the solution, and agreed timetable.

This information gives you the ability to respond with authority and it lets them know that you are keeping records. These records also strengthen your position should you need to pursue the matter further or take it up the chain of command.

7. Follow Up

Mark your calendar on the date stated to you that the problem would be solved. If it’s not solved by that date follow up with your customer service representative. I would recommend that you add a couple of extra days to allow for any clichés so that you don’t waste your time or theirs when you call.

The strategy for follow up is the same as it was at the beginning — be polite and respectful. You’ll need to add one more crucial ingredient that can lead to success if you can hold on to it: Patience! If you can hold on to your patience, the customer service representative will likely recognize this and reward you by giving much more than you expected.

8. Consider Customer Satisfaction Surveys

Customer satisfaction surveys have become an important part of measuring business success for most companies. To encourage employees to provide good customer service, the scores they receive are sometimes tied directly to their salary. If they get an overall rating that’s less than near perfect their paycheck is reduced.

Although this method of incentive has produced a higher level of customer service, I question the ethics of doing this when it can affect a large portion of a person’s salary. This is especially true when certain measurements of the survey are outside the control of the employee.

With this in mind, I would encourage you to give the person you’ve been working with, or their supervisor, the opportunity to solve the problem rather than venting your anger in the survey.

This is particularly important for business establishments that you visit regularly like an automobile dealership. They have ways of figuring out which customer gave them a bad score. And if they determine it’s you, they’ll still treat you in a courteous manner but you’ll never know how they may return the favor.

Give representatives and managers every opportunity to solve the problem before you complete a survey. If you’re still unsuccessful after you’ve patiently tried every way possible to get the problem solved, then perhaps it’s time to submitted a low scoring survey. The company may actually benefit by getting this feedback if they are that incompetent at providing good customer service and solving your problem.

I’ve been amazed at what I’ve been able to get done with customer service representatives over the years using the strategies I’ve presented. I think my rate of success is about 90 percent! No kidding.

The money you save in not having to replace or repair products is more than worth the time you spend. And in some cases, if you’re really in the zone using the techniques I’ve described, you’ll end up with more than what you originally paid for the product or service.

So as I have pointed out, good customer service isn’t necessarily something that is given automatically, it’s something that you create! Companies spend a great deal of money training their representatives to provide good customer service. I am surprised that some of them don’t spend a portion of their budget on training their customers, through subtle methods, on how to “get” good customer service.

You are now one of the few who knows the secrets to getting good customer service. Give them try.

Brad Paul
http://www.guruhabits.com/

Copyright Brad Paul

To see the original article with graphics and links, click: http://www.guruhabits.com/good-customer-service.html

Brad Paul is the founder of Guru Habits.com, which provides FREE self improvement and lifestyle enhancement resources.

Brad left home at 15, lived in a boy’s home, graduated college with honors, headed a marketing group responsible for $400 million in annual sales, wrote 3 books, and now works on projects that improve people’s lives.

Author: Brad Paul
Article Source: EzineArticles.com
Pressure cooker