Tag Archives: Customer Service

Listen to Virginia…

Circle logo “For a business to continue to grow, you need to keep brushing up on your skills. Our company offers a lot of training for our agents, but we also need to focus on growing our employees. I was excited to hear the Siouxland Chamber of Commerce was sponsoring a local seminar on Customer Service. As COO for CENTURY 21 ProLink, I know customer service is very important to client retention, so I am sending my front-line employee to this seminar. We need more opportunities to have programing like this in our backyard, so support this seminar today and sign up your employees.”

Virginia Anderson
Century 21 ProLink

A Passion For Service Workshop
Thursday, February 6, 2014
Holiday Inn Downtown
701 Gordon Drive
Sioux City, IA  51101

Morning Workshop: 8:30 AM to 11:30 AM
Afternoon Workshop: 1:00 PM to 4:00 PM

For more information or to register for this Customer Service workshop, click here.

Social Media Band-Aids: Helping Unhappy Customers

I’ve been learning a lot about social media in the past few months. One of the first things I learned about social media is how new and uncomfortable it is for many people. There are not many businesses that are keen on using Twitter and Facebook to promote their product or service. I’ve begun to see that the reason that many businesses choose not to use social media is for the same reason everyone fears the internet – negative, unhappy people. Whether you have a displeased customer or a heckler trying to bring down your reputation, it can be tough to know what to do when you are simply trying to pull people toward your product.

But if when it comes to handling these situations, we have the reputable and handy Air Force Blog Assessment flowchart. Using this well-designed strategy guide, we can handle these situations as they arrive with strategies that will both solve the problems and make your business shine in the ways of public relations.

Let’s take a look at the flowchart first (Click the picture to enlarge it):

We start first with the post. Whether it’s a blog post or a comment on your company’s Facebook page, the first step is to assess the public posting before deciding how to respond. Is the post negative or positive? If it’s something negative posted as comment on your blog, Facebook, Twitter, or whatever, don’t always just ignore it!
Deleting negative comments is a poor strategy for dealing with negative feedback. That’s because when you’re deleting a comment regarding bad service you’re “covering up” your bad service rather than making an apology and fixing whatever is wrong. Instead, we’re going to show you how to turn negative feedback into strength for your company.

Check out the flowchart for the steps to take when dealing with a negative comment. By following these steps, you avoid ignoring your customers and make an impact on your internet audience by showing good public relations skills and a genuine care for your customers.

The bottom of our Air Force flowchart details things to consider when creating a response to any kind of post (good or bad).

Let’s review: what the flowchart boils down to is that if you are responding to a customer, be sure to do everything in your power to help them have a great experience. That’s rule number one for customer service, even on the internet.

Happy surfing!

Kaitlin Tow
Social Media Intern

Marketing Monday

Today’s marketing segment is on customer service.

You’re probably thinking  marketing and customer service are two totally different things, but they are not.  Market your product and business with good old-fashioned customer service.  The only difference is that previous customers are working for you and its great, because you’re not even paying them!

When I was younger, I constantly heard my Grandma talk about the art of customer service and how it has got lost along the way.  Saturday was always her day to come into Sioux City and spend the day.  She went to the same two places to get her haircut and eat every week for twenty some years.  All because of a good product and outstanding service.

That stuck with me and when I go to any business it really makes a difference to me how I am treated.  It’s so crucial with so many different places for the consumer to take their almighty dollar.

Use these tips and hopefully you and your business can master this art and get people to work for you without paying them…

1. Give the customer the benefit of the doubt.  Proving who is right and who is wrong is not worth losing a customer.

2. If a customer wants something out of the ordinary, go an extra mile to make it happen for them.  I know it’s hard, but if you can go out of the way for one customer and make them happy it will be worth it.   Imagine all the people they know who are going to hear about your effort.

3. Realize the people that work for you will treat people the way they are treated. Good customer satisfaction comes with good employee satisfaction.

4. Do you know who your customers are? Build relationships with customers and get to know them.  If you have a regular customer, call them by name and they are more likely to come back and spend their money with you again.

5. Are your customers greeted when they walk in the door? Obviously, we don’t want to bombard people, but a simple “Hello, how are you doing today,” will really go a long way.

Hopefully, this has been helpful and will aid you in providing excellent customer satisfaction for your customers.  More importantly, it’s the right thing to do.  Helping people and becoming the best servant-leader you can be is one of the most rewarding things we can do in this life.

Have a great Monday Siouxland!

-Ian