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Will You Add? - Business Coaching Tips - Customer Satisfaction Improvement Plan
Claude Hopkins is widely recognised as the father of advertising. His insights are so simple yet so profound and they apply just as well today as they did decades ago when they were first used.Here are three lessons, in Claude's own words. Please note that due to the era that it was written in, the l
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Would you be surprised to discover you can earn $20, $25, even $30 or more per hour without a college degree?Just because you never went to college or college didn't work out for you is no reason to stay stuck in a low paying job."25% of all college graduates entering the labor force may e
Actively look at implementing some of these proactive strategies
- Supplying better quality goods or over-servicing
- Ensuring speedy delivery. If a customer orders today by direct mail, they are always impressed if the goods are there the next day. This sets the tone for the entire organization
- Offering after sales discounts
- Realigning product development to customer needs. This could take the form of a pro-active questionnaire that asks the customer what they liked and did not like. And then setting a product development plan from this feedback
- Access to additional services or goods as a reward for being a good customer
- Follow up with a simple customer service call - "we care about our customer"
- Supply a bonus gift with the sale
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
R
The big news on Wall Street last year was the initial public offering of Internet search engine Google. If you were a visitor from another planet, you might be asking yourself, What big, sophisticated, high-technology company is behind the success of Google? Could it be IBM, Microsoft, Intel, Apple, Oracle,
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
I am writing this column prompted by a recent column in USA Today concerning the difficulty in getting to a live person when experiencing service troubles. The writer gave examples of some national companies that were difficult, if not impossible, to get to if one needed to speak with a live person for hel
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Your home based business is only going to succeed if reach people through your advertising. This requires targeted advertising. Targeted advertising means reaching those who would actually buy your product with your ad. If you spend many hours and dollars on an advertising campaign for your beauty products,
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Do you want to create better relationships at work, take charge of your career, learn a systematic approach to dealing with others, have more fun and become more successful? Then you need to learn how to be a better communicator.Take this brief quiz* to find out how other people see you at work. Re
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Review what type of customers that you have, the types of issues that these people deal with and look to develop a series of quality guidelines
Systems - Implement and monitor the following systems
- Customer service systems
- Customer feedback systems
- Regular training of staff
- Automated survey
- Mystery shopper
- Employee incentive to reward high customer service
- Automated CRM and access by all staff
Areas of Performance you should review
- Product quality
- Delivery
- Courtesy
- Professionalism
- Product knowledge
- Complaint resolution
- Ease of doing business
- Invoicing/Accounts accuracy
- Responsiveness to enquiries
- Stock availability
- After sales service
- Service versus expected service
Indicators (lagged)
- Lost customers (churn rate)
- Average value sale
- Referrals
- Av
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