Archive for the ‘Customer Service’ Category

Customer Service Week

July 6, 2010
We will be conducting a survey in August related to customer service. We are receiving offers of prizes already for the prize draw we are conducting along side the survey. Do you want to be associated with good customer service? Then get in touch.

National Customer Service Week

July 1, 2010

Later this year National Customer Service Week will take place. What are you going to do for the week?

We would like to hear what you have planned.

Email Signature

May 7, 2010

What do you put at the bottom of your email?

Hopefully you put your name !

But what else do you supply?

An email address so that people do not have to use the reply button
A phone number – it might save someone time hunting around for it
Your website – especially if people can click through to it
Your blog – you have spent a lot of time writing it so advertise it.
Your social media links such as twitter, facebook and LinkedIn if you use them

Isn’t the aim to make it as easy as possible for potential customers to get in touch with you easily in the way that suits them?

What do you think? What would you add or what would you leave out?

Would you add a phrase about not printing the email? Is it still necessary?

Does it matter if you #fail at Customer Service?

February 23, 2010

Does it matter if you #fail at Customer Service?

If you have been on Twitter, Facebook or other social media sites you will probably have seen people complaining about poor service often followed by a hashtag and fail. You may have had occasion to tell the people who follow you that you have had some bad service.
Do the people who write #fail messages write them as a sudden blast at a one off event or do they write them because of a series of poor dealings with a company?

As a business owner I do not get up in the morning and think how can I fail my customers. I am sure that I am not alone in this. I also realise that on some days you cannot get everything right first time. I want to know if the service that I am providing is not up to standard. We take steps to check that our clients are happy with the progress of their project. What do you do to see if your customers are not just ‘ok’, but are out there, saying how good you are?

Do you think that it is an appropriate use of your time to keep an eye on social media sites to see if you are getting negative feedback? In the past people would just tell a few people if they received bad service. Now, with the press of an enter key it is possible to tell hundreds.

Do you communicate regularly with your customers? Do you make it easy for them to talk to you?

What would you do if you saw #fail next to your business? Can you afford to ignore a #fail now that Google includes real time searching of Twitter and Facebook in its results?

What do you think?

National Customer Service Week

August 17, 2009

The issue of customer focus has come to my attention again this week.

In the news there was an article reporting that a McDonalds store has discovered the benefits of employing people over 60. The main benefits were that they were able to communicate well with customers and provide a good service.

B&Q has 8% of its workforce over the age of 65 with one apprentice being 70. Again improved customer service is one of the reasons for this.

Retail Week noted that in the retail sector older staff are an invaluable part of the workforce. Having older workers on the team can also help boost customer service. Many retailers have customers of all ages so having an equally diverse workforce can only be
a good thing.

This brings me on to National Customer Service Week.

What is National Customer Service Week? It is designed to raise awareness of customer service and the vital role it plays
within an organisation.
It is also an opportunity to say a big thank you to those who work in customer service for a job well done.
The week runs from the 5th to 11th of October.
http://www.nationalcustomerserviceweek.com/Content.aspx?ID=2 will give you more details of the week.

What do your customers think of your service?
Which members of your staff would your customers nominate for an award?
How would you find out?

Do you think a customer service week is a good idea?
Who would you nominate in your workplace?
Who would you nominate in the places where you purchase / shop?
Who would you nominate in your business network?

Let us know what do you think?