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The Difference Between Customer Service and Exceptional Customer Service

Customer Service Reps Successful businesses are those that understand the need to not only generate a profit, but to also provide quality customer service to ensure customer satisfaction.  Customer service representatives have the important role of creating a positive first impression for prospects and meeting the needs of existing clients.  Businesses that focus on providing exceptional customer service stand apart from their competition.  A recent survey indicates that consumers trust word-of-mouth experiences over advertising - making satisfied customers your number one advertising tool. 

Raise the bar for your customer service representative by implementing the following strategies:

  • Make it part of the culture-  business owners and managers set the tone in the workplace.  Make customer satisfaction a part of the company culture by encouraging and rewarding actions that improve customer satisfaction.
  • Provide proper training-  employees who have direct contact with potential or existing clients must be properly trained for their position, and have the knowledge necessary to answer questions and provide suggestions or solutions to problems.  To ensure your clients always receive top notch service, supervisors should always be present to assist or support trainees.  While most people are understanding and patient when dealing with a new employee, your clients should never feel their businesses are not important enough to warrant professional service.
  • Understand the needs of your clients-  in order to meet the needs of your clients, you must first determine what those needs are.  As their Trusted Advisor and business partner, your clients rely on your expertise to help them figure out what they need to achieve their business goals.  Be certain to conduct quarterly business reviews (QBRs) and talk to your clients and carefully listen to their responses to ensure everyone is on the same page and working toward the same goal.
  • Empower employees to resolve issues-  customer service representatives must have the ability and authority to address problems and offer solutions.  This is one of the areas where proper training pays off. By trusting and empowering your employees to handle situations as they arise, your clients do not have to wait for a resolution.  Problems that are solved quickly and efficiently can easily turn an unhappy client into a satisfied one. 
  • Exceed expectations-  to set your company apart from the competition, find ways to not only meet the expectations of your clients, but to exceed them.  This shows your clients that you appreciate their business and are willing to go the extra mile to ensure their satisfaction - which leaves a positive, lasting impression.

Exceptional customer service is provided by companies that genuinely understand the importance of customer satisfaction.  As a result these companies retain current clients and gain positive word of mouth advertising.  What message are you sending your clients?

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Erick Simpson
MSP University
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Posted in: General Business

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What is Web 2.0 and What Can it Do For Your Business?

Thumbnail The “old” internet started about 15 years ago.  People would create a website that described their business services, address and contact information and put it online.  The information on those websites didn't change much, so visitors would go to the website two or three times – realize they already knew the information that was on it, and go someplace else.

The “new internet”, often referred to as Web 2.0, uses websites like living, breathing communities.  They're constantly changing and growing with new content, new people and new information.  People continue to visit these websites because they've always got something new to learn or experience.    Web 2.0 offers user-generated content on demand.  It gives people what they want instantly. 

This is the future of the internet and it's up to you to see how your business fits into it. 

What Can Web 2.0 Do For Your Business?

All businesses have a place in Web 2.0 – there is a targeted community for every industry and in every niche.    You can use Web 2.0 to accomplish the following:

  • Global Branding:  social media sites like Facebook, Twitter, LinkedIn, Youtube, as well as the interactive features of blogs and forums allow you to grow your brand.  You can establish your name, your expertise, and position yourself as an authority in a certain market and build credibility in your prospects' minds. 
  • Connect With Your Prospective Clients:  when you're delivering up to date information across the various Web 2.0 platforms, you're delivering value to your prospective clients first.  They begin to trust you and seek you out online when they have questions or need your services.
  • Mass Communication and Increased Exposure:  anyone can leverage the reach of Web 2.0 to create global marketing platforms without an advertising budget.  Web 2.0 has the tendency to create viral marketing – videos posted to Youtube can show up across thousands of other websites in a matter of hours.  Your messages are online and working for you 24 hours a day, 7 days a week, and all of your communications should be pointing back to your website and bringing targeted prospects to you.

It used to be that marketers were “king”, and could effectively convince people to buy their products or use their services.  Today, consumers are far more educated and aware of the techniques marketers use – and are therefore more resistant to these older methods of advertising.  Consumers are in control now, but a savvy business owner and marketer will realize that understanding what people are thinking and saying about your brand is useful to connecting with your prospects – and influencing sales.

Click here to learn more marketing and sales techniques to increase your profitability during difficult economic times in The Best I.T. Sales & Marketing BOOK EVER!

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Erick Simpson
MSP University
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LinkedIn     Facebook     Twitter

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Managed Services

MSP University helps Solution Providers succeed…period.

Posted in: Marketing

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