Customer relationship management is a challenging task. If customers' expectations are not met because of poor customer service, customers would think that their rights have been violated. Dealing with difficult and angry customers successfully will not only be beneficial to the company, but to the customer service representative as well. Turning around the customers heavy emotions would allow the company to regain the trust of a good and loyal customer. Studies reveal that almost all angry customers often never complain but take their business elsewhere. Angry and complaining customers, however, care enough to give chances of settlement. These are the customers who stick around if their issues are dealt properly.
"It is easier to keep an existing customer rather than trying to find a new one". Companies know their bottom line is directly impacted by repeat business and without it, the business can struggle. Customer Relationship Management Marketing can generate new opportunities, repeat business and most of all, additional revenue. Whether large or small, each and every business is dependent upon their customer relationship strategy. All companies should be driven by their customer wants and needs, otherwise they can struggle and eventually fail. Aligning client needs with company products and services is critical in client retention and company growth. CRM systems help track every aspect of a customer through sales and into ongoing support.
The purpose of buying point of sale software is to improve your efficiency. There are many different software options on the market and finding the right selection can be difficult. You seriously need to make sure that you don't make common mistakes that can come back to haunt you. Here are the top 10 mistakes to avoid when looking into point of sale software (not necessarily in order of importance). #1 Not knowing which software you need You need to know the extent of software that your business needs. You can't get software for larger outfits that have more data collection and expect to be efficient. Make sure you know exactly what you need to be more efficient.
When I first flew on Virgin Atlantic from Los Angeles to Heathrow, I was blown away. The first thing you see inside the immense cabin, is a well groomed and smiling staff all dressed in Red. They welcome you to the flight and hand you a gift bag full of slippers, an eye cover, toothbrush, toothpaste, and an assortment of other goodies. Each seat is equipped with television monitors and interactive consoles where you can choose between movies, games, trivia, and television programs. The staff comes up and down the rows every twenty minutes or so. They are offering you drinks, snacks and moist towels. We were in the economy class, yet treated like first class passengers.
Being unable to see their business through customers' eyes loses more business than the recession. So says Michael McLaughlin, for twenty-years a business vetting manager for the Guild of Master Craftsmen. The biggest haemorrhage of client assets is the loss of goodwill caused by badly trained or de-motivated staff. As fast as service providers generate business through imaginative cost effective marketing, they lose it because of poor staff training and sheer bad management. The average customer can reel off a dozen businesses they no longer frequent. When asked why they reveal that they have been offended by poor customer service. It is the self-inflicted recession that never goes away.
"The customer is always right." We've heard that saying all of our lives, but I sure have had situations where I question the wisdom. But whether right or wrong, they are still the customer and we need to be sure we treat them fairly, honestly, and with respect if we intend on growing our business. It's actually better NOT to make a sale than to sell your products or services to a customer who is not going to be happy and in the end cost you money, time and reputation. The old adage "you can please some of the people most of the time but you can't please all of the people ALL of the time" reminds us that no matter how hard we work at taking care of our customers, we are still going to wind up with an occasional problem.
Here I stand, checking my watch and rattling my change while I suffer an intolerable two-minute wait for my fries! So what is my problem? Am I late for an important meeting, double-parked, or just being totally unreasonable? Actually, I'm none of the above. I'm just your average customer and whatever I want - I-WANT- IT- NOW! Remember when fast food first hit the scene? A little young for that? Well how about the advent of the microwave oven, or that first time you stepped up to a PC with 64 K of memory? Admit it, you were amazed! Now, what do you think as you queue up for your burger, add another thirty seconds to finish nuking your leftovers, or wait forever for a simple little multi-megabyte download off the net?
It is easy to appreciate the challenges that providing great customer service can pose. You see it's not simply a case of giving them what they want, when they want it, at a price that they are happy to pay. No, there's a lot more value that we can squeeze from them in the relationships we build. And the good thing is that they will be the beneficiaries as well. Because the way we generate 'Raving Fans' is purely by being great with the customers we already have and being clear about what we want from them too. It really is as simple as that. You see, what we want from our customers, are people who like us so much they want to:- Support us as a gesture Help us along the way Become a resource to their family, friends and acquaintances too Come along and trade with us more often We want to create people who love us so much that they will tell our story for free to anyone who will listen.
Every person involved in retail sales, know that returns are part of doing business. But that doesn't mean they can't work for you. For many retail operations, customer service devoted to handling returns are a necessary evil. After all, they can be an enormous drain on revenue. There is the money to be refunded to customers, plus the cost of repackaging, restocking and reselling returned items. But discouraging return behavior with strict return policies such as short return periods or partial refunds, as many online retailers do can be turning away new customers. When customers know they can return anything they buy, no questions asked, for a full refund, they are likely to buy more than shoppers who are afraid they might get stuck with something they don't want or lose money on the return.
Put yourself in their shoes! Imagine this situation. You walk into a store looking for a pair of wrinkle-free trousers in a light brown color. You don't find the pair that you want in your size, and the colors available don't catch your fancy. You can't find anyone in the store whom you could check with. When you spot a salesperson, he tells you that he doesn't really know when they are likely to have your size. He will have to check with his Manager. Could you wait for some more time, please? He goes to check, and that's the last you see of him! Infuriating, isn't it? Slow and Poor Responses This is what most customers face when they deal with many businesses.