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Do You Have Performance Goals for Your Home Business?

It would be a real good idea to conduct a self-audit to see how you stack up in providing customer service for your members and prospects. You can actually keep a running total if you will remember to keep it up. Then your audit would only consist of calculating your results.


Watch It!

You could list every time a customer has to remind you that you haven’t done something you promised; when you are late with fulfilling an obligation; when you don’t show up for a conference and any other time you have told the customer you would. You can see that the customer shouldn’t have to remind you that you are not really engaged.

You could actually have ‘target goals’ where you try to have less instances where the customer is impacted by something you didn’t remember or bother to do that they are expecting. This happens even where someone has paid for something and it is not received until they have to remind the business owner that he/she owes them. Pretty scandalous.

Of course this can be an opportunity to actually make points with the customer if the problem is handled in the right way. (The right way being fast, complete and not again). Of course this doesn’t work after a while if you keep repeating the same bad behavior. So the idea is to keep track of everything so that you can try to focus some extra effort to provide decent customer service to your members and customers.

The other area that people sometimes don’t seem to think reflect on their credibility is software that month after month doesn’t perform correctly. At first there are excuses and promises to fix it but then it just can become a given – the software doesn’t work, live with it (or not). While the member may not leave due to this, it has to cause them to wonder why you would allow the inconvenience and surely must begin to feel like they don’t really matter to you.

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Why Would You Do This?

When you have to go to an online helpdesk or support site for assistance it is assumed that there is something that you do not know how to do or are confused about. That is why they are there to hopefully be able to assist you. We have all at one time or another no doubt needed direction. However the question is, then why would you ignore what they tell you in answer to your query, or worse argue with them as if you know better?

play nice

It is very enjoyable to help people and it can give one a serious good feeling of gratification when they express their appreciation to any degree from a plain ‘thank you’ all the way to a ‘you rock’. Obviously it is the other group that is the trouble for a customer service person. Maybe it is stubbornness or pride that someone, while they can force themselves to ask, really can’t accept someone else’s opinion, or maybe they just need to argue with someone especially if the agent is a woman and they are not.

Whatever it is I really wish they would try to see things from someone else’s vantage point and if nothing else try to be a little kinder. It sure would be ok to disagree somewhat if it was phrased differently (as another question like why or how?) and I am sure some would still enjoy explaining to more of a degree if it would help the customer understand.

Otherwise it sure does feel like being disrespected when this happens and of course because of the fallacy that ‘the customer is always right’ you have to at least finagle a way to say something ‘with all due respect’ you are mistaken, etc. But there are days when you just want to be done and you have tried everything you know to explain and they just can’t understand. So you really just want to say ok you must know more than I do so let’s just agree to disagree.

Many times these people may be elderly or have issues with the language and it is a good idea before you give up on it to be sure it is not a situation like that and not one of disrespect or games. It sure would be great if we had some sort of way to read minds and intentions!

Why Would You Do This?

When you have to go to an online helpdesk or support site for assistance it is assumed that there is something that you do not know how to do or are confused about. That is why they are there to hopefully be able to assist you. We have all at one time or another no doubt needed direction. However the question is, then why would you ignore what they tell you in answer to your query, or worse argue with them as if you know better?

play nice

It is very enjoyable to help people and it can give one a serious good feeling of gratification when they express their appreciation to any degree from a plain ‘thank you’ all the way to a ‘you rock’. Obviously it is the other group that is the trouble for a customer service person. Maybe it is stubbornness or pride that someone, while they can force themselves to ask, really can’t accept someone else’s opinion, or maybe they just need to argue with someone especially if the agent is a woman and they are not.

Whatever it is I really wish they would try to see things from someone else’s vantage point and if nothing else try to be a little kinder. It sure would be ok to disagree somewhat if it was phrased differently (as another question like why or how?) and I am sure some would still enjoy explaining to more of a degree if it would help the customer understand.

Otherwise it sure does feel like being disrespected when this happens and of course because of the fallacy that ‘the customer is always right’ you have to at least finagle a way to say something ‘with all due respect’ you are mistaken, etc. But there are days when you just want to be done and you have tried everything you know to explain and they just can’t understand. So you really just want to say ok you must know more than I do so let’s just agree to disagree.

Many times these people may be elderly or have issues with the language and it is a good idea before you give up on it to be sure it is not a situation like that and not one of disrespect or games. It sure would be great if we had some sort of way to read minds and intentions!

Marketing Innovation at its Best


Find more photos like this on LifeOnTheNet7
When you make money online being able to market effectively is
everything. In fact, even businesses that aren’t online need to
market effectively or else they will fail. However, many small
business owners don’t understand the exact meaning of marketing.
One of the most common misconceptions is confusing advertising for
marketing. Here is the difference between marketing and advertising.

To begin to explain the difference between marketing and
advertising we need to begin with the fact that marketing is much
larger and broader than advertising. In fact, advertising is a part
of marketing. But there is much, much more to marketing than
advertising.

Obviously advertising is paying to get what you’re selling in front
of other people. There are many different ways to advertise. Online
there are both ways to advertise and ways that cost money to
advertise. Some of the free ways to advertise include writing
articles, writing blogs, and creating videos on YouTube.

Marketing includes everything you do and everything that’s a part
of your business. So every email you send is part of your marketing
campaign. Every forum post you make. Every Website you own, all the
content you put on the Web, and anything else you do that’s related
to your business is part of your marketing. This is especially true
of the way you treat your customers. You customer service is a huge
part of your marketing.

Always remember this. Everything you do is marketing your business.
You are either helping your business or hurting your business. So
make sure that everything you do is helping you make your business
better. Just keeping this in mind will help your business
tremendously.

The difference between marketing and advertising should never be
forgotten. If you think marketing is only advertising then you’re
ignoring great chances to effectively market your business. And
you’re probably hurting your business in ways you don’t even
realize.

Too often small business people mistakenly think that marketing and
advertising is the same thing. This results in a substantial amount
of marketing being ignored. Then the business suffers because there
are entire segments of marketing that aren’t being addressed. So
you need to always remember the difference between marketing and
advertising. Always remember that everything you do that’s even
remotely related to your business is part of the way other people
see you and your business. Therefore it’s all part of your
marketing and should be treated as such.

Hope you enjoyed this article and that it will give you something
to think about in your current or future internet business.

Mal Keenan
http://www.malkeenan.com

Home Business Ideas and Opportunities

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