All posts in Customer Services

Best Customer Experience- Outsource to Go4customer Today

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Customer Service Call Center helps the business to be pleasing and sustaining brand. A good customer support is the face value of your business as the customers serve as the final judge for any business undertaking.

There are several outsourcing companies available in the market that is offering quality customer services. If you are planning to outsource any of the call center service specially customer support then you must research and must try to find out for the factors to be considered before doing so.

The customers want their issues to be considered important and they demand immediate response from the service representative. A good customer care representative is capable of understanding the exact needs of his customers. He must be able to handle the situation properly, whatever be the condition. We know that customer is not always right but they do deserve the right treatment, reason behind being if you dont, there are plenty out there trying to take away your customer from you.

It is astonishing why people create new strategies to win new customers; retaining customers is so much easier than winning as well as convincing new prospects. There is less expenditure in terms of cost as well as time when you retain customer. In all cases it is important to treat customer in a special way and to take exclusive care that they are happy whatever you do.

The best way to this is through Call Center Customer Service. Such service providers have skilled professionals deft at observing the customers, listening to their issues and getting things sorted out. They give regular trainings to their employees and deploy the latest tools and gadgets. These service providers are deft in field of customer care and ensure that their customers are satisfied. Since language skills are very crucial while handling customers, these providers ensure that their customers are treated the best way by giving sessions to the employees on languages and proper customer handling etiquettes.

These service providers benefit the investors as they generally employ people who are efficient with computer and can handle calling the customers efficiently. As a business owner the last thing you would want is your customer waiting to talk to your representative. Customer service call center generally have employees deft at handling calls. They have enough workforces to handle call flow and the latest tools help them to manage the calls effectively.

Hence opting for a good outsourcing partner can not only help you reduce costs but also ensure proper customer relationship management for your business.

Why Do Companies Make Customer Service So Complicated

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By: Vic Pichette owner of Eye on Success, a customer service consulting agency located in Rhode Island.

I like to take a few minutes to talk about some of my recent customer service issues that I’ve been involved with. I hope that someone who works with customers reads this and understands that this is not acceptable.

I am a huge fan of bold flavored coffee, and I really like this one national coffee chains coffee. The problem is their customer service is absolutely horrific. I have called the company several times and tried to find out if there was somebody I could talk to about helping resolve some of their customer service issues, but so far no one is interested. Let me tell you what I am talking about.

On two occasions during the same week I pulled up to this locations drive through. There was one car in front of me and one car parked outside. There were approximately 4 people inside working. The car in front of me ordered his drink, and I proceeded to order my medium regular coffee cream only. Let me make another note about this company. If you say the word medium coffee and not the ridiculous word that they use, they will correct you, which I find really disturbing that the actually take the time to correct you.

The car front of me moved up the line to the window, and we both waited approximately 7 minutes for him to get his coffee. If thats not long enough, when I got to the window my coffee wasn’t ready. I had to wait another minute or two to get my coffee. They ended up giving me and the person in front of me our coffees for free because it took so long.

I have no idea why it took so long, I have no idea what the person in front of me ordered, but it took almost nine minutes to get a coffee. This has actually happened to me on two different occasions during the same week.

So there is one simple and basic question that I as a customer need answered. Please tell me what was going on inside that coffee shop that could possibly take this long? Was it because they were brewing a new pot of coffee? Was it because they were really busy inside? What was the reason that it took that long that they had to give us free coffees?

Let’s take a look at the possible reasons and see if we can come up with a solution. If it was because they were brewing a new pot of coffee, they should’ve said to me and the customer front of me this very simple line. “Im sorry it’s going to take a few minutes were in the middle of brewing a new pot of coffee, would you like to wait or would you like something else?” How difficult would it be to say this? Instead they made us wait almost nine minutes for coffee, and then end up giving us our order for free.

On several other occasions when I went inside to get a coffee and I have been the only person in line, it can take you anywhere between four and six minutes to get your coffee.

While I’m on my high horse, let me tell you about one of my biggest pet peeves.
This applies to all companies that deal with customers directly. If you have customers in a line waiting and you have an employee whose cleaning, training, or doing something other than helping the customer, that employee immediately needs to drop what they’re doing and assist in getting the customers through the line quickly. Banks are famous for this. I guarantee if you do this, your customers will appreciate it big time. And once the rush is over, you can get back to doing what you doing. This is a very simple concept, but hardly ever done.

Getting back to my coffee shop experience. I am honestly concerned about this company survivability long term if they do not start taking customer service seriously, especially when their biggest competitor is extremely concerned about getting the customers out quickly. I believe that this is or will affect their bottom line. Quite frankly if I’m complaining, then many others are complaining about the same problems.

I tried contacting the regional manager, and told her that I would be very happy to do a free video shop so that they can see and hear everything that I see and hear when I purchase products. To date, I’ve gotten no reply.

How Shadow It Is Reshaping The Role Of The Cio

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It used to be that IT departments chose the technology and devices employees used. They purchased volume licenses of client software like Microsoft Office and large enterprise software programs that they installed on expensive hardware in data centers they managed. In the last 10 years, however, there has been a surge in free or low cost consumer services that allow people to accomplish many of the same things as traditional enterprise software. Employees also expect to be able to use the latest smart phones and tablets, and have all their information available on any device, from anywhere in the world with an internet connection.

The traditional role of the CIO as the gatekeeper of technology is changing as a result. IT departments which used to be focused solely on building and running internal infrastructure are struggling to keep up in a world where employees can use thousands of cloud services. With cloud services, even though the responsibility for running the application and provisioning hardware is transferred to the provider, the CIO is still responsible for regulatory compliance and corporate governance for enterprise data stored in the cloud. As a result, CIOs have found themselves in the unpopular position of saying no to the cloud services employees feel they need to do their jobs.

However, when you block popular cloud services like Dropbox or Skype, people are motivated to find a way around you. At the same time as IT is struggling with new expectations of what its role should be in the company. The challenge for CIOs 5-10 years ago was providing the same IT services internally with fewer resources. They looked to outsourcing and offshoring to reduce cost and improve corporate margins. Now the expectation is that IT should be actively collaborating with other areas of the company to find creative ways to grow the business. To accomplish this, CIOs will need to embrace cloud services and proactively identify new ways to enable employees to be more productive and reach their customers in a new way.

This transformation will likely result in the IT organization shrinking in terms of headcount but increasing in its influence. CIOs will need to build stronger relationship with their C-level peers and the board. Today, the majority of CIOs (77%) see partnering with the Chief Marketing Officer (CMO) as critical to success, but far fewer CMOs (57%) agree this alignment is important. The first step of this transformation includes understanding the scope of Shadow IT usage across the organization to assess how business units are embracing new technology.

There are thousands of cloud services available and the first step is understanding which ones are being used by employees. The average company uses 545 different cloud services, each with differing levels of risk. IT departments need to assess the risks of services objectively in order to understand which ones are enterprise-ready and therefore should be promoted and supported across the organization. This exercise not only reduces overall risk and improves compliance, it can also improve collaboration. The average organization uses 19 different file sharing services. It becomes very difficult to share documents for different projects when theyre split across Box, Dropbox, Hightail, and Egnyte. Standardizing on one or two services can accelerate collaboration and the company can benefit from volume licensing compared to individual teams buying the service on a corporate credit card.

Another way to look at this shift for IT is to look at how supply chains have evolved over the last 20 years. Vertically integration has given way to an ecosystem of just-in-time parts suppliers and low cost shipping worldwide. IT should think about its mandate the same way. There is an ecosystem of cloud that must be selected and work together to drive the business forward. By focusing on the business objectives and less on the actual day to day infrastructure maintenance, the CIO becomes a much more strategic part of the business and company itself benefits.

What To Do When The Customer Says Can I Try it for a Few Days

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Can I Take This Home For A few Days And Try It?”

“What If I Take It Home And Dont Like It?”

Have you ever had those questions?

Heres why the answers to these questions are so important. When the questions are asked, your answer makes or breaks the sale. Almost every time.

When the customer asks if they can take the product home for a few days to try it, they are asking for a few reasons; Lets say you sell vacuum cleaners; They may want to simply use your machine & bring it back without paying anything (Im sure this is the rarest case), they may want to be sure it will work for them at home the same as it does here, or they may simply want to defer making a decision. This question is usually asked if they want to take home the product without paying for it first.

When the customer asks if they can return it if they dont like it, they have generally seen and tried out the product in your store. They usually ask this question if they are paying up front for the product.

Have you seen ads in the Newspaper and Magazines that say “Try Free For 30 Days”?

Do you know why they make that offer? Because it works. It generates more sales than it generates returns. But the BIG reason the “Free Trial” is used is that the customer cant see the product. They cant touch and try out the product before they buy. If theres no “free look” the customer usually wont buy. In these cases the buyer has paid up front for the product. But the offer is “Risk Free”. Meaning, a refund is easily obtained.

In a retail store, they can see, feel, try out, & test the product to their hearts content.

In our store, when a customer asks if they can return it if they dont like it (this is on non-returnable products), I ask “If it works as well at home as it works here, will you be happy with it?”

The answer is invariably “Yes”. I say “Thats why we have a warranty, If the vacuum cleaner (or whatever) doesnt work as well as it does here, were here to service it so that it does. Fair enough?”

The answer is almost always “yes”. Had I just said “No, you cant take it home and try it”, any reason I gave would have sounded bad to the customer.

On vacuum cleaners that we will let them take home and bring back (just one brand), we say “Well do better than a few days. Well give you a full two weeks to use it in your home. If you dont like it for any reason, well exchange or give you a refund. Your choice. Fair enough?”

Why do I give two weeks, when they only asked for a few days? Because they are far more likely to keep the product if they dont feel the daily pressure to make a decision. Giving 30 days is equally valuable.

We wont let the customer “Borrow” a vacuum cleaner to use in their home. We have heard from several retailers that swear that they make sales by letting customers “try out” the vacuum cleaner before money changes hands. My thought is that the people who bought would have paid up front if asked.

Skye Bank Customer Alert – Beware Of Hackers

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One of the features of online/Mobile banking is SMS banking services which are operated using both push and pull messages. Push messages are those that the bank chooses to send out to a customer’s mobile phone without the customer initiating a request for the information. For example push messages could be either Mobile marketing messages or messages alerting an event which happens in the customer’s bank account, such as a withdrawal of funds from the ATM or a payment using the customer’s credit card, etc.

Pull messages are those that are initiated by the customer, using a mobile phone, for obtaining information or performing a transaction in the bank account. Examples of pull messages for information include an account balance enquiry, or requests for current information like currency exchange rates and deposit interest rates, as published and updated by the bank.

The bank’s customer is empowered with the capability to select the list of activities (or alerts) that he/she needs to be informed. This functionality to choose activities can be done either by integrating to the internet banking channel or through the bank’s customer service call centre.
It is however sad to note that fraudsters and internet hackers have capitalized on this laudable innovation to rip people off their money. So it is important that as a bank account holder or intending holder you should be aware of this trend and choose the right bank to bank with where your money will be properly secured through adequate online security tips.

Skye bank as a customer friendly bank knows about the activities of these fraudstars and has developed security measures to protect its customers finances. If you are a Skye bank account holder, you might receive emails that seem to emanate from the bank.The mail might even carry the names of Skye bank top Management staff or Director. Some of them may require you to send in information on your Bank details, Pin codes and even your personal information as contained in the bank’s database of you. They might also claim to have access to large sums of ($)US dollars for you domiciled with the bank. Please note that these are scam mails and you should be very careful to avoid being a victim to fraudsters.

As part of its commitment to online security, Skye bank has developed some security tips for all its customers to recognize when they receive emails or letters from potential fraudsters.

Please note that Skye Bank would never ask you to disclose your account number or Pin code on the internet. Also Skye Bank would never ask you to disclose personal information on the internet.

You should also note that Skye Bank site would always carry a security certificate which would be visible on access to the bank’s site and be sure that the site you are on is a genuine Skye Bank site.

In addition Customers should not open attachments or follow Web links in unsolicited emails from unknown parties or from parties with whom you do not normally communicate, or that appear to be known but are suspicious or otherwise unusual.

The official Skye Bank web address is www.skyebankng.com. If you are still in doubt, please get in touch with your nearest branch or call us on (000 234 1) 8531655, 8948103, 07028390633-5