|
Top : Best Practices In Customer Service: Find best practices in customer service, examples of company successes and how they did it, and related customer service case studies.
Best Practices In Customer Service
We can learn a lot by looking at what successful companies do differently to gain their customer service reputations, looking both at what is done well, and the opposite - we can learn from the errors and mistakes of organizations too.
In this section we'll look at best practices in customer service.
One caution. Generally, it's not possible to copy or emulate what another company does, because your company is NOT that company. So, for example, you might want to emulate Zappos, a company renowned for its customer service, but the problem is you aren't Zappos, and in essence you can succeed doing what they do unless you ARE them, with their values, culture, personnel, and niche. So with that in mind, let's look at best practices in customer service.
Looking At Customer Service Best Practices
Nail Customer Service - by Jonathan ByrnesWhen you do a good job of fixing a customer service problem, you often earn more customer loyalty than if there had been no problem. This is when you can show your worth, and earn your customer's trust. Here are some examples worth following. (Added: 24-May-2005 Hits: 1007 )
What is Great Service? - by Charles Fishman
What is great service? Who defines it? How do you know it when you deliver it? Good service is solving a problem -- delivering what people expect to receive. Great service is getting below the surface of the problem -- delivering what no one expects to receive. It's listening, learning, assessing, refining. (Added: 20-Mar-2005 Hits: 1668 )
The Tools of Customer Service - by Dr. John T. Self
The author states that customer tools fall into two categories. They are tools internal to a company such as a mission statement and quality leadership. The other category is your customer. Learn how your customer can be one of your best customer service tools. (Added: 14-Dec-2004 Hits: 2121 )
Focusing Your Sales Force on Customer Success (Book Excerpt) - by Richard Hodge and Lou Schachter
If you think that your sales force's job is selling, think again. Today's successful salespeople know that their job is to learn their customer's business inside out and offer solutions to the real problems they face. Read more in this excerpt from The Mind of the Customer by Richard Hodge and Lou Schachter. (Added: 12-May-2006 Hits: 830 )
Who Cares About Customers? - by Charles Fishman
Mark Jarvis is a supervisor on the DirecTV account. his world looks simple, routine -- like a white-collar assembly line. hundreds of people sit at computers, talking through headsets, answering questions about bills, explaining schedules for pay-per-view movies. Look deeper, though, and a different world comes into focus -- a world of subtlety and soul, of favors and friendship. (Added: 20-Mar-2005 Hits: 1317 )
Four Tires, Free Beef - by Cheryl Dahle
Les Schwab Tires has built a reputation on stellar customer service -- and free steaks. See how it was done and determine if you can apply the same lessons to your business. (Added: 2-Mar-2005 Hits: 781 )
Street Smarts: Learning From JetBlue - by Norm Brodsky
One day flying JetBlue, I found myself being served by David Neeleman, the airline`s founder. When was the last time you met your customers and asked how you could better serve them? (Added: 10-Apr-2006 Hits: 1384 )
Customer Service Tips from an Expert - by n a
Martha Rogers, a specialist in customer service management and an Inc. Web Awards 2000 judge, gives pointers on how small businesses can reach the level of customer service practiced by a giant like American Airlines. (Added: 10-Apr-2006 Hits: 1300 )
Four Who Know How - by Alan M. Webber
Best-practice answers to the four key customer service questions. The four companies that certainly do know how are: Willow Creek Community Church, Hitachi Data Systems, General Electric Medical Systems, Peoplesoft Inc. (Added: 2-Mar-2005 Hits: 925 )
The Case for Customer Management - by n/a
Do companies which manage customers well actually achieve better business performance than those which do not? This is answered by listing some essential principles of customer management in the form of questions. Take a look and if you can answer yes to each question, your company is in good customer service form. (Added: 7-Dec-2004 Hits: 786 )
Pope of Customer Service - by Polly LaBarre
Ireland's "Pope of Customer Service" dominates his market -- and continues to beat bigger rivals -- with a leadership philosophy that is at once folksy and radical. Behind all his success is one big question: How do we convince our customers to come back? (Added: 7-Mar-2005 Hits: 1299 )
Yahoo Kisses It All Good-bye - by John Ellis
The secret of Yahoo's original success was that it committed itself to standing shoulder to shoulder with its customers. So what made the company turn its back on them? (Added: 20-Mar-2005 Hits: 705 )
How to...manage customer expectations - by Jason Compton
Making the sale is paramount, but no customer relationship will stand the test of time unless it is built on a sustainable cycle of give-and-take, with clearly defined roles for each party. Surprises and inequities are not the stuff of long-term engagements. Follow these four steps to ensure that your customers know what you will do for them--and what is not a reasonable expectation. pop (Added: 14-Apr-2005 Hits: 3729 )
Customer Meetings That Count - by Phyllis Sheerin Ross
If customer meetings are a fact of life within your business environment, there are some guidelines that you can follow to ensure that customer service is provided during casual and more formal meetings. Calling ahead and preparing an agenda are just two of the suggestions. See the article for more customer service meeting tips. (Added: 18-Jan-2005 Hits: 686 )
We have much more on this topic: Please Search!
|