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Category Archives: Customer Service
Keeping Tabs on Unsupervised Management Part 1
Like any customers, gauging their satisfaction is important. Property owners, not managers, should do this regularly, to ensure that the apartment complex’s needs are being met, the manager is doing their job professionally, etc. The worse an apartment complex is, the more bad press it will receive and the more tenants it will lose. Read more…
Is It True That Customers Cost More To Attract Than to Retain? Part 2
Essentially, the idea is that customer profitability is more important than anything. Retention isn’t necessarily more valuable or more important than customer attraction. A great deal of it depends on what industry you’re in, how you price your products, and which customers are coming back. Certainly any company that operates at a loss for any of its recurring customers could be losing more money on retaining customers than attracting them. Read more…
Are You Getting Feedback When You Need It Part 4 – Follow Up of The Follow Up
This is a much better method of collecting data and treating the customer with respect than the one that PayPal originally implemented. It immediately asks for feedback, and it directs the customer to the appropriate links if they did not feel their question was answered, so that they can get help from other avenues. This is the way PayPal should have run their customer service, so kudos to Elance for doing it well. Read more…
Are You Getting Feedback When You Need It?
Asking for feedback is an important part of a good business strategy, and the PayPal example serves as a reminder to how important it can be. Because creating a change that drastically affects customers without finding out if that change is providing customers with the experience they need to be satisfied can be indicative of a serious problem. Read more…
The Value of Soliciting Feedback Through Contact Forms Part 5
Numerous companies do everything in their power to avoid angry emails, a flood of silly/common sense questions, and customer service work. But generating feedback is always useful, and promoting your contact forms on your website and allowing anyone and everyone to contact you for any reason has some very high upside. If you really want to dedicate yourself to the customer, find ways to convince them to utilize these contact forms often. You’ll find that over time you learn a great deal about their experience, and if you use trained employees to handle all of the emails you receive, your business will be better for it. Read more…
The Value of Soliciting Feedback Through Contact Forms Part 4
Customer service is a great way to create a relationship with a customer, and FAQs are rarely considered “good customer service.” Responding with an answer to their question develops a relationship and shows that your company is committed to your customers. Read more…
The Value of Soliciting Feedback Through Contact Forms Part 2
There are benefits of openly allowing for feedback from any and all of your customers using a system of soliciting feedback that is easy to find and manage. You may learn something about the customer experience that will help you make changes to reduce these problems in the future. It is possible for a customer to be wrong, but for you still learn something about how your company can improve. Read more…
Managing Your Online Presence
Managing your online presence is a very minor part of customer satisfaction, but it does play a larger role than many companies would like to believe. Try to make all first impressions of your business, including those online, as positive as possible, and you greatly increase your chances of getting reliable and satisfied business. Read more…
How to Use Twitter to Improve Customer Satisfaction Part 2
Twitter isn’t the greatest tool in the world, and certainly the person you hire to run it has to be excellent at their job for it to be worthwhile, but as you can see from the past article, there are several reasons to believe that Twitter can help you improve customer service if you use it correctly. Read more…
Company Responses on Yelp and Customer Service
Customer service isn’t about trying to appease the majority. It’s about trying to target every customer, and make every customer happy. While the customer isn’t always right, the customer experience is always important. One bad customer service experience can lead to a considerably negative experience, and these days even a single bad experience can haunt your company for a long period of time. Read more…
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