4 Customer Service Mistakes Companies Should Avoid Making

Comments (20)


4 Customer Service Mistakes Companies Should Avoid Making

By: Russ Mate

1) Being placed on hold endlessly. Don't you just love it when you call a company and they place you on hold, leaving you to listen to their latest on-hold, recorded sales pitch, over and over again. Would you think it normal business practice for a retail store clerk to ask you to "wait a minute" while they disappeared into the back of the store for ten, fifteen, thirty minutes or longer? People do things over the phone that they would never do in person. It's bad business either way to leave a customer hanging without at least coming back to let the customer know how much longer they'll be holding.

2) Getting rude with a customer. As the saying goes, even if the customer's wrong, the customer's always right. There's never any reason to get rude with a customer. If a customer gets rude with you, let them blow off steam and remember that their behavior is not an attack directed against you personally. Always keep in mind that as long as you remain calm and in control, you can address the reason behind the customer's anger.

3) Ignoring a problem. Ignoring a customer's problem won't make it go away. The same can be said of fixes that work for the company but not for the customer. Some customers have problems with a service or product that don't fit comfortably into any category. Those are the problems that need special attention, not standard responses. Too many companies ignore this and try to use the "one size fits all" method of complaint resolution. Companies have to realize that their policy must fit the customer's needs, not the other way around.

4) Making the customer jump through hoops for a refund or exchange. I recently had to return a product to a national bookstore chain. Before the clerk refunded me, she asked me for all sorts of personal information. I refused to give this information. I explained that I hadn't given this information out when I made the original purchase, and didn't see the purpose in giving it out to get my money refunded. After 15 minutes and a visit from the store manager, they finally relented and gave me my refund. The time spent waiting in line, plus the time spent to get my refund, added up to 20 minutes. This company wasted 20 minutes of a customer's time, all in the effort to get information. If you have to disregard your customer's time in order to gather a marketing profile, you're defeating your long-term marketing goal, which is to retain a satisfied customer base that makes repeat purchases.

About The Author

Russ Mate is President of MateMedia, Inc.


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Comments

Kovert One 13.05.2008. 17:30

How does a company design the proper marketing mix? Marketing strategy consists of selecting a segment of the market as the company's target market and designing the proper marketing "mix" that meets the needs of that segment. Discuss how this is achieved.

Kovert One

Admin 13.05.2008. 17:30

The Marketing Mix is known the elements that make up the marketing process. They include:
Price
Product
Place
Promotion
They are also known as the 4 ?P?s.? It is important for an organization to have a good understanding of the marketing mix. Each element is important when developing a marketing plan.
Price: What is the highest amount that the customer will pay for the product or service? Many times setting the incorrect price level is the beginning of the end for an organization. An organization must be sure that the price is not too high or too low. Mistakes either way will hurt the organization?s income. When an organization is starting out, it is important that they focus their price levels on breaking-even. A break-even analysis is necessary to determine the price to set to avoid a loss.
Product: What you are trying to sell to the customer. An organization needs to have an in depth understanding about what it is they are marketing. Development of the product?s size, quality, design, brand name, packaging are important when trying to match with customer?s needs and wants. An organization should explain how their product?s features benefit the customer.
Place: Where the customer meets the product. The question is how does the customer get to that place? An organization needs to make sure the product or service they are offering is in the appropriate location where its target markets can reach it. An obvious example of poor placement is developing a ski resort in Houston, TX. It is also important to look at the transportation that could be necessary to reach its customers and the geographical barriers that might exist. A B&B will not get many visitors if they have to travel on a poorly lit, gravel road.
Promotion: The method in which the customer will gain knowledge about the product and be persuaded to purchase it. There are many different types of promotional activities that can be used to help gain knowledge, exposure, and desire to purchase
Personal Propaganda: creating and distributing your own brochures, newsletters, fliers, posters.
Promotional Activities: coupons, give-aways, sponsorships of community events, trade shows.
Professional Organizations: being involved with a professional organization or association in your field.
Media Relations Campaign: a plan to develop contacts and relationships with the local media.
Advertising: Print ads (newspapers, yellow pages), Outdoor ads (Billboards), Broadcast ads (TV and radio), Direct mailings.
When planning these different activities, it is very important to estimate what they will cost and factor that into the organization?s operating budget. When working from a small budget, it is important to take advantage of all opportunities of free publicity. Having a working relationship with the local media will be very useful when trying to generate publicity. Instead of having to spend money on a print ad in the newspaper, you can have an article written about your organization for no charge. It is also important for small budget organizations to create their own personal promotions. An organization can gain exposure by wearing a T-shirt with their logo on it around town.
A recent trend focuses the marketing mix directly on the customer. Instead of the 4 ?P?s?, there is the 4 ?C?s.?

Customer value: how much the customer values the product.
Cost to the customer: also includes customer?s time and energy, along with price of the product.
Convenience for the buyer: similar to place.
Communication: similar to promotion.
Many organizations that offer services struggle when trying to apply the 4 ?P?s? concept to their marketing plan. They are missing one of the ?P?s,? product. Services are intangible, produced and consumed at the same time, rely heavily on the organization?s personnel, and the performance of personnel. Marketing services require a complete dedication to understanding the customer. Everyone on staff in the organization must have a complete understanding of the customer, a relationship with the customer. Relationship marketing is an important concept for service-based organizations, and is discussed in more depth in the Marketing Trends section.

Admin

Adam 24.12.2007. 17:53

What are the most effective techniques for complaining? When a business gives you exceptionally poor service or a defective product, how do you get them to fix their mistakes and compensate you for consequent damages?

Complaining politely and explaining your difficulties often doesn't get you much in today's economy. Businesses just don't care. Getting hostile (but not threatening) seems to be unpleasant and only marginally more effective.

What are your thoughts on the best ways of negotiating a fair outcome when you are a relatively weak consumer pitted against a relatively powerful big business?

Adam

Admin 24.12.2007. 17:53

Many a time our own judgements about people whom we do not know leads us to actions that lead to our sufferrings.
We must know whether the product we have bought comes from a really big business firm. It is not generally known that the top management are very sensitive to consumers feeling that they have been treated badly by the firm's sales teams at the lowest levels with whom we get in touch. At the same time the small sales guy is under pressure to sale as much as possible to earn his incentives and promotion. He would naturally give less time to attending to consumers complaints. Even if there are customer services departments, these guys get bored dealing with consumer complaints day in and day out. Often they are required to follow certain proceedures that takes time and they do not have the power to satisfy you on the spot.
So your actions should be carefully planned and adjusted to suit the varying circumstances. I would suggest the following strategy.
1. When you buy a product, please take care to know whether the product comes from a really big business firm with strong brand image. Also, note down where to complain in case the product gives trouble later: especially enquire about customer services dept.
2. Please keep in mind that you better create records each time you make complaint and interact over phone with the firm' personnel and take photographs of the defective product or damage or accidents.
3. If you do not get the service ( repair/ replacement) to your satisfaction within reasonable time, just write a polite short letter to the Chairman / CEO) of the company telling him about how you are suffering by believing in the brand image of the company and request him for special help to get satisfaction. These top guys are generally very upset even if a single customer thinks bad about the compnay. Actually, they appreciate complaint letters written direstly to them so that they can take control actions against their employees at the small levels. Do not let the local sales/ service personnel of the company about your intention to or actually writing the letter to the CEO or Chairman of the firm.
4. If you fail to get redressal within a reasonable time, write to him again and then follow up with letters to the editor of local press (daily/ weekly newspaper/ magagine).
5. Complain to consumer protection associations/ bodies/ NGOs seeking help providing them with copies of the records.
6. When every thing fails, verify with friends that you are resonable in your demand for compensation. Then, just file a suit against the business firm.
7. If you have bought a good that has been imported, you may have difficulty because most likely it has come from a third rate manufacturer abroad and you have brought it from a local sales agent or trader. Here you are likely to face greater problems.
8. There is no point in quarelling with or antigonizing the sales/ service guys you meet locally for your complaint redressal. Rather be polite and yet fiorm with them. They want to hear very good words about their ciompany. Praise their company for such good imsge and that getting spoiled in your case.
9. For products of small but non-local firms, the hassels may be more. Espwecially for low priced products from local retailers or small shops in malls. Better is to avoid buying from them just because of slightly lower prices.

Admin

laissez-faire 30.07.2012. 11:40

What do you think of the Conservatives and privatisation? Do you agree with privatisation or do you think it the root of all evil in the UK? Pros/Cons?

laissez-faire

Admin 30.07.2012. 11:40

Before i state what i think about privatisation i think we should look at a few sectors that have been privatised over the last few years.

Energy.

This was privatised back in the 80's under Thatcher.All energy prices are now far more expensive than they have ever been.We were told at the time of privatising these that it would make them cheaper as a result of them being privatised.The truth of the matter is that they are now insanely expensive as the companies involved are making massive profits.

Then also consider that the government are giving the energy companies massive subsidies and all the energy companies are now owned by foreigners.Green subsidies, renewable, solar etc are just some of the subsidies that our government gives the energy sector and it is costing billions every year.

This means all the money spent on energy in the UK leaves the UK for a foreign land.How does that benefit the UK in the long term?

Then also bear in mind companies like EDF.EDF is an energy company that is 80% owned by the French government.This company made 1 billion in profit last year.This then means that each customer of EDF in the UK are actually paying in to the pot for French public services.

So not only are we paying through the roof for our energy prices but we are all also having to pay more in tax because of the subsidies that are given to the energy companies.

So called green taxes cost us 43.3 billion in 2011.

Also bear in mind that all of these companies also are generating enough income to make it worth their while avoiding tax through legal loopholes and off shore accounts.

If the French can run a public service that makes a healthy profit for the tax payer why can't our own successive governments manage to do the same thing?

Our government are supposed to be among the most educated people in our society.They should be capable of learning how to run public services efficiently.They should be capable of learning from the mistakes of the past.They should be capable of learning from how foreign countries do some things that may be of a benefit to us all

If they can't then just what are they doing in a job that they are not capable of?

2.Railways.

Fares are now 30% more expensive than they are in Europe.Our government subsidies the railways with over 4 billion per year.Virgin trains are 1 of the 30 companies that run trains on our railways and last year they made 1.2 billion in profit.If all 30 companies are making this sort of profit why are our government subsidising a profitable private industry.Also why are our rail fares so insanely expensive when compared to europe?

Then also consider the new rail link that is going to be built between London and Manchester.This is going to cost around 30-40 billion.Why if our railways are profitable are the government going to pay for this rather than the rail companies that will be running trains on the line to make a profit from it?

In the area i live there is one provider of trains.We get 1 train every 2 hours to the nearest city which is a mere 50 miles away.How can the cost of a ticket to the nearest city ever get cheaper when there is just one provider for trains on the route.How can prices ever fall if there is no competition?

Again bear in mind with this industry that we are not only paying for the huge cost of tickets but we are also paying more tax to fund the subsidies.

3.Water

Again in each area there is one sole provider for water.Each sector has a monopoly.How can prices ever fall without competition?

The area i live in now has the most expensive water bills in the country despite the fact it has amongst the lowest wages in the country.How can that be a good thing?

Again bear in mind with this industry that we are not only paying for the huge cost of water but we are also paying more tax to fund the subsidies.

When looking at these examples it would appear to me that the privatisations of the past have done nothing but make those public services more expensive for consumers.

Perhaps what we should be doing is learning from the French on this issue.

Perhaps we should be privatising little parts of these industries.Maybe we should just be selling a 20-30% stake in each area.This way we would have private companies working with the government in order to maximise production whilst driving down costs.At least this way if these companies were making vast profits it would benefit us all instead of just a few private share holders.The tax man could have a lot more money each year if these sectors were 80% owned by the government which could mean that either prices for these services or taxes could be less as a result.

How would this not be beneficial for us all rather than the rip off prices we seem to have now?

Admin

Katy 15.04.2007. 08:42

How do I take a customer to a small claims court if they won't give the owners name? My partner has his own electrical company. He did considerable amount of work for a local Indian takeaway establishment, and they have always been difficult to get payment from. The last job that he did he still hasn't been paid for (they owe just under 1000). We have invoiced them 3 times and been in several times, but they constantly make excuses such as: the owner is on holiday, he's sick, we aren't sure of his name, we can't spell his name, etc.

To take someone to small claims you need to know the owners name if it is not a limited company. We know that four people jointly own the company but that's it.

This is what I know so far. 1) They are not listed on company house as it is not a limited company. 2) Trading standards will not give out any information as it against the data protection act. 3) The local council will not give out this information either because of the data protection act 4) Even tried contacting the police to no avail

Katy

Admin 15.04.2007. 08:42

If you are suing a partnership (several owners), you have a choice of either suing an individual or the company itself.

The advantages of suing the company is that service is easier and the proceedings are simpler; judgment can be enforced without special permission of the judge (i.e. without leave) against company property; judgment can be enforced without leave against the personal property of any person who was identified as a partner or owner in the proceedings.

All owners are individually liable for all the debts of the business, so you don't need to specify which person you dealt with particularly.

You must complete Form N1 and then give it to the court staff together with a fee (which varies in relation to the amount of your claim). You can either attend in person to start ('issue') proceedings or send it by post. List the business instead of an individual on the claim form as follows: 'ABC Painting, a firm' followed by the address.

You will be sent in return a receipt for your fee called a Notice of Issue Form N205A. This also gives you your case number so you must keep this document carefully.

You have now started ('issued') the proceedings and the next step is to 'serve' the summons on the defendant. 'Serve' is a legal term that means the defendant is notified of the claim.

There are four principal options available to you for service.

Personally serve the defendant by handing the Claim Form and the reply forms to him.

By first-class (signed for) post to the defendant.

By leaving it at the last known address of the defendant.

Send the reply forms and Claim Form to the defendant's solicitor if the defendant has already instructed one and if the solicitor has agreed to accept service of the Claim Form.

If you serve the defendant yourself, you must send a Certificate of Service Form N215 to the court within seven days of service on the defendant.

It's best to leave service to the court, unless there is some degree of urgency or you believe that the defendant will try to avoid being served with the Claim Form. The court sometimes takes a couple of weeks to serve the Claim Form, but by leaving it to the court you have less risk of making a mistake in the service which may ultimately result in delays. The court rules relating to service can be complex and their interpretation strict.

The defendant must return the Acknowledgement of Service Form to the court stating his intentions within 14 days of the effective date of service. It's not uncommon for the defendant to fail to reply to the Claim Form within the 14 days. The defendant may feel he is without a defence, or has no assets to lose, or both.

If there is no reply within the time limit, then you should ask the court to enter judgment by default.

The defendant may disagree with all of your claim, or you may not be willing to accept the defendant's admission to partial liability. The defendant will state on Form N9B (defence) why your claim is denied. If the defendant only denies part of your claim (partial admission), the defendant must complete and return to the court both Form N9A (admission) and Form N9B (defence). You will be sent both forms by the court together with Form N225A.

Once a defence is received by the court an Allocation Questionnaire Form N149 is sent to you and the defendant, which must be completed and returned by both parties within 14 days, which will allocate the case to track (small claims, multi track or fast track). As the claimant, you must pay a fee when returning the questionnaire, currently 100. If your claim is a money-only claim below 1,500, the fee isn't payable.

You should consider filing a witness statement and chronology with the claim forms.

Good luck.

Admin

Carlos S 17.11.2008. 23:10

How much does a digital billboard cost? Array

Carlos S

Admin 17.11.2008. 23:10

Asking how much a LED screen cost, is like asking how much a car cost... Such questions can only have one answer: it depends! On the following 5 variables:

1- SIZE: do you need a Smart Car or a BMW X5 (i.e. what are the dimensions of the LED screen you want to install?)

2- POWER: do you want to drive it at race circuits or you need it just to do the grocery? (i.e. what's the resolution of the LED screen?). Note for beginners: resolution = distance between the pixels: the closer they are, the better is the image at shorter viewing distances, the higher the cost.

3- RELIABILITY: premium car brands use premium materials and are therefore able to provide longer warranties (i.e. so do LED screens' manufactures.

4- PORTFOLIO: how much do you value the world-class service provided by Toyota? i.e. beware of newly established companies (mainly asian) without a proven technology and history. Check here for some references: http://www.yourledscreen.com/pages/testimonials.html

5- TRAINING: BMW gives a 2 days safe-drive course to any Customer that purchases the new sport series. (i.e. beware of digital billboards manufactures that offer no or minimum training on how to use the display effectively).

Before purchasing a LED screen you should ask yourself these questions and rank them depending of the importance that each point has for you. In this simple way you can define the specifications and profile of the ideal screen and manufacturer you are looking for.

To gather even more information about outdoor LED screens, you can check out my blog about digital billboards: http://www.ledscreensexpert.com/

Now, if you want exact numbers, here there are some real figures:

1- SIZE: the smallest led screen size I recommend is 3 x 2 meters: of course it depends on the pixel pitch, but in general that's the smallest size I recommend. Using a modular system, there is usually no limit in size and shape of the billboard.

2- POWER: the best price/performance ratio resolution I recommend is 10/20mm: again, the resolution depends on the average viewing distance of your audience, but in general 10/20mm is a safe bet.

3- RELIABILITY: the warranty should be ideally 2 years or more. Some entry-level products might have a 1 year warranty (which I strongly suggest you avoid!). If this is the products you are looking for, make sure that maintenance contracts are available. And if they are, beware of companies asking 25% of the value of the screen starting from the second year for maintenance... it might means that they do not consider their own product reliable.

4- PORTFOLIO: for the credentials of the company I recommend you don't only check the website because anyone could insert a nice picture on his website (e.g. there are a few pictures of my digital billboards published on several other websites). What I would recommend you to do is to get the name of at least 2 or 3 Customers that are already using the screen and then talk to them. Or ask for a testimonial (indicating the details of the person speaking). Check the link in the previous point 4.

5- TRAINING: concerning the training, make sure that your supplier can provide you at least a basic training on how to use the screen. I'm not talking about a technical training (that's should be obvious...) but I'm talking about a training that shows you the best techniques (and the worst mistakes) to create ads, market your screen, find and win advertisers etc...

A final note concerning the price: if you are approaching the LED screen industry for the first time, I think you should consider a minimum investment of about 35/40.000 USD (30/35.000 EUR) to purchase a display similar to the one I described above. If you get an offer for a lower price, go through the 5-points-checklist and make sure you are aware of what kind of digital billboard you are getting.

Finally, in case this is not enough, you can download the free ebook titled "How to Make Money with You Digital Billboard" here: http://www.eurodisplay.com/

Hope this help! :)

Kind Regards,
Fabio Aversa

Admin

G. 06.10.2010. 00:03

I am new to internet marketing. Can you recommend Any HONEST wholesale to drop ship products? Honest Wholesale Dropshipper

G.

Admin 06.10.2010. 00:03

Starting a drop shipping business is not easy.

According to statistics 95% of online business owners fail in the first year. Why?

Here Are The Top 6 Challenges Every Retail Business Owner Is Facing:

1.Economic downturn
2.Incorrect Target Market
3.Product risk
4.Cash Flow risk
5.Inventory risk
6.Not enough knowledge about marketing


1.Economic downturn
If the economy suddenly goes down, consumer are less willing to spend money on luxurious goods. If you have a lot of inventory ($2000 or $10,000 worth of good in your warehouse), than you are in big trouble. With drop shipping you don?t have that inventory risk.

2. Incorrect target market
Let?s say you think, you have found a great solution. You buy the good at wholesale.
Put them in your retail store or at your online store, but nobody is buying!

It happens; choosing the wrong target market without testing it first is a very common mistake for every business owner.

With drop shipping your don?t have that risk. You just put the product in your online store and see whether people are buying or not. If nobody buys, you didn?t lose anything, because don?t have the inventory. If someone purchase the product from you, than you can place the drop ship order at your drop shipping company

3. Product risk
You?ve got a lot of refunds. Your product is suddenly failing to work properly making your customer very angry. You want to avoid this buy find a reliable drop shipping company and test their product first. Don?t assume that every drop shipping company has quality products.

I will leave risk 4, 5 and 6 for you to fill in.

Here are first basic steps that you need to do before starting a drop shipping business

1.Find a niche market (I recommend health products)
2.Find a reliable drop shipping company with good customer service
3.Find a quality drop shipping product
4.Put the drop ship product at your online store
5.Start an online marketing campaign

I use drop shipping, because I don?t have buy any inventory, so I can focus on marketing.

Go to Google and visit those drop ship directory list. Make sure you call them.
Talk with them. Ask them how they ship the product.

A reliable drop shipping company must have good customer service. What happens if something goes wrong with your shipping? How can you contact them?

So, make sure you call them and test their respond!

You can find more information about drop shipping works here:

http://www.bigdropship.com/dropship-menu/how-to-dropship.shtml

Admin

The Good Looking One 25.07.2012. 19:12

Would Britain be better of privatising the public sector? Array

The Good Looking One

Admin 25.07.2012. 19:12

Let me give you a few examples of privatised public services in the area i live in.

1.Energy.

This was privatised back in the 80's under Thatcher.All energy prices are now far more expensive than they have ever been.We were told at the time of privatising these that it would make them cheaper as a result of them being privatised.The truth of the matter is that they are now insanely expensive as the companies involved are making massive profits.

Then also consider that the government are giving the energy companies massive subsidies and all the energy companies are now owned by foreigners.Green subsidies, renewable, solar etc are just some of the subsidies that our government gives the energy sector and it is costing billions every year and not the mere millions that some people here have said it is costing.

This in turn means all the money spent on energy in the UK leaves the UK for a foreign land.How does that benefit the UK in the long term?

Then also bear in mind companies like EDF.EDF is an energy company that is 80% owned by the French government.This company made 1 billion in profit last year.This then means that each customer of EDF in the UK are actually paying in to the pot for French public services.

So not only are we paying through the roof for our energy prices but we are all also having to pay more in tax because of the subsidies that are given to the energy companies.

So called green taxes cost us 43.3 billion in 2011.

Also bear in mind that all of these companies also are generating enough income to make it worth their while avoiding tax through legal loopholes and off shore accounts.

If the French can run a public service that makes a healthy profit for the tax payer why can't our own successive governments manage to do the same thing?

Our government are supposed to be among the most educated people in our society.They should be capable of learning how to run public services efficiently.They should be capable of learning from the mistakes of the past.They should be capable of learning from how foreign countries do some things that may be of a benefit to us all

If they can't then just what are they doing in a job that they are not capable of?

2.Railways.

Fares are now 30% more expensive than they are in Europe.Our government subsidies the railways with over 4 billion per year.Virgin trains are 1 of the 30 companies that run trains on our railways and last year they made 1.2 billion in profit.If all 30 companies are making this sort of profit why are our government subsidising a profitable private industry.Also why are our rail fares so insanely expensive when compared to europe?

Then also consider the new rail link that is going to be built between London and Manchester.This is going to cost around 30-40 billion.Why if our railways are profitable are the government going to pay for this rather than the rail companies that will be running trains on the line to make a profit from it?

In the area i live there is one provider of trains.We get 1 train every 2 hours to the nearest city which is a mere 50 miles away.How can the cost of a ticket to the nearest city ever get cheaper when there is just one provider for trains on the route.How can prices ever fall if there is no competition?

Again bear in mind with this industry that we are not only paying for the huge cost of tickets but we are also paying more tax to fund the subsidies.

3.Water

Again in each area there is one sole provider for water.Each sector has a monopoly.How can prices ever fall without competition?

The area i live in now has the most expensive water bills in the country despite the fact it has amongst the lowest wages in the country.How can that be a good thing?

Again bear in mind with this industry that we are not only paying for the huge cost of waters but we are also paying more tax to fund the subsidies.

I could give you other examples of public services that have been privatised that are all now more expensive than they ever have been but i don't have the room or the time.

Perhaps what we should be doing is learning from the French on this issue.

Perhaps we should be privatising little parts of these industries.Maybe we should just be selling a 20-30% stake in each area.This way we would have private companies working with the government in order to maximise production whilst driving down costs.At least this way if these companies were making vast profits it would benefit us all instead of just a few private share holders.The tax man could have a lot more money each year if these sectors were 80% owned by the government which could mean that either prices for these services or taxes could be less as a result.

How would this not be beneficial for us all rather than the rip off prices we seem to have now?

Admin

jenny s 07.02.2007. 13:09

explain how skills and techniques enhance customer service? Array

jenny s

Admin 07.02.2007. 13:09

Jenny, since you don't say exactly which skills or techniques you have in mind, here are some general examples:

The more quickly and efficiently any customer complaint or query can be handled, the more pleased the customer will be, and the more the company comes out looking like a good company to do business with. Studies show that dissatisfied customers are far more likely to criticize a company in public than satisfied customers are likely to praise it. Presumably because most people take good service for granted and only really pay attention when things go wrong.

1. Listening skills - find out exactly what a customer wants/doesn't want rather than your interpretation of what they might want or should want; avoids wasting time and costly mistakes; helps to encourage repeat business.

2. Creating rapport - makes the customer feel valued, reduces friction when a customer is complaining; helps the customer service agent feeling less stressed

3. Communication skills - communicate in a pleasant, confident manner and make sure the customer understands what is being said, avoids unnecessary misunderstandings, unrealistic expectations and time wasting. To a customer, when the customer service agent looks good that makes the whole company look good.

4. Emotional/Social Intelligence - manage your own emotions and those of the customer to make the interaction as satisfying and stress-free as possible

Hope this helps

Admin

AeXanzzZ_gurL 30.07.2009. 18:30

is this a scam or not? Dear Survey Agent,,

How are you today? Hope everything is fine with you , This is to update you and to inform you that Our shopping assignment starts today, A paycheck of $990 has been sent out to your given information with us and it should deliver to your address today via UPS courier service (www.ups.com) with the tracking number 1ZT152301492916444 . We are very busy company and you will enjoy your work with us as we create impact in training the Public. When you get it I would like you to have it cashed instantly because it is a Certified Business Check; After which you proceed to the Wal-Mart and buy anything you like make the Survey and also Western Union to make the survey there too. Note below is the detailed explanation on how to spend the money.

Once you have received the paycheck, Below is your First Assignment Instructions Please Follow it to the letter to avoid mistakes:

THE SECRET SHOPPING ASSIGNMENT INFORMATION AND INSTRUCTIONS :

The paycheck is from our finance company and was issued to cover the project bills for your wages and Assignment. It is a Certified Business Check of $990 :-

You should first take it to your bank and cash immediately, Deduct your first wages then the remaining balance should be used for the assignment below.
Wal-Mart ====>$ 50
Transportation and gas ====>$ 20
Your Payment for the Survey =====>$ 100

Western Union transaction =====> Send the rest money in cash after
deducting the transfer charges
Below is the information to have the Western Union sent to

Name: Dianne Gomes
Address: 675 Louis St. Apt. B
City : Chelsea
State : MA
Zip: 02150

We are shopping in Wal-Mart and Western Union location this time, We always instruct our secret shopper to shop according to the report made by different customers from various stores and Wal-Mart and Western Union has being the talk of the town from almost all of their customers that send money often, they were said to be slow and having bad customer relation - So your first assignment is to proceed to the Wal-Mart and Western Union outlet to find out about their Trading and operation system.

After evaluating Wal-Mart. As a secret shopper, You should pretend as if you are a client and want to send money, Memorize all you see at the outlet. We want you to report back to us on the following information's today:

As a secret shopper your job is to Observe, Memorize and Evaluate everything going on in the outlet. Also for the short period of minutes that it will take you to Observe, Memorize and Evaluate 1,2,3,4,5 above, you can't just walk in and out of the outlet without sending Money or else you would be suspected, That is why we send you the funds to make a transfer during the process so that everything will go fine without any interference during your visit to the Western Union Outlet. We authorize you to send the remaining funds which is ( $820 ) After deducting your first wages, To the above information provided for our up coming exhibition.


Be aware that Western Union is going to charge you a token to get this money sent, You should deduct the Western Union charges from the ( $820 ) you have left with you and not from your own wages. Make sure you don't go with a note, Only write down the name and address above along with you so that you will not make mistakes when sending the money, Because if they see you writing anything down, they will definitely suspect you are a secret shopper, Just memorize all you see and report back to us.

Your next assignment will commence Immediately after you have reported back to us and your next payment will be included also.

Below are the details of what you should email back to us immediately you are done with the assignment:

For the Wal-Mart
==============================
1) How long it took you to get services.
2)Ambiance/Outlook of the Shop/Outlet
3)Smartness of the attendant
4)Customer service professionalism
5)Reaction of personnel under pressure
6)More other information that you think would be helpful
7)Your comments and impressions


For the Western Union
=========================================
1) How long it took you to get services.
2)Ambiance/Outlook of the Shop/Outlet
3)Smartness of the attendant
4)Customer service professionalism
5)Reaction of personnel under pressure
6)Senders Name and Address
7)10 Digit; Money Transfer Control Number {MTCN}
8)The amount transferred after deducting Western Union Charges.
9) A scanned copy of the western union's receipt
10) Your comments and impressions

YOU SHOULD ALSO GET BACK TO US WITH THE FOLLOWING DETAILS ABOUT THE MONEY YOU HAVE SENT VIA THE WESTERN UNION OUTLET:

P:S: You should use your full name and address when sending the money.

You should please make sure you Execute all the Assignment today immediately you receive the paycheck in the m and get back at us with a details as requested above.
Happy Shopping.

Wa

AeXanzzZ_gurL

Admin 30.07.2009. 18:30

It's a scam. It's a mystery shopper version of a fraudulent check scam. Never get involved in any internet transaction that asks you to use Western Union to wire funds or asks you to receive checks or money orders. To learn more about fraudulent checks go to http://www.fakechecks.org To learn more about these type of scams to go http://www.ScamWarners.com

Admin

q4me 17.03.2007. 11:58

Should I Start a WISP in My Community? Array

q4me

Admin 17.03.2007. 11:58

Yes,You might like to!!

When living in communities with little or no broadband service, it's easy to start daydreaming about owning your own Wireless Internet Service Provider (WISP) and being the savior of your community. Anyone seriously thinking about starting a WISP, however, should be prepared to face up to challenges that they may not have considered. The following questions are examples of what you should ask yourself before proceeding with your WISP business plan.

1. What geographical area do I want to service? You may want to only service your neighbors within a two block radius or you may want to service a large metropolitan area. Determining your boundaries will go a long way in establishing the feasibility of your business.

2. Who are my customers? Do you want to service residential customers, corporate customers, or both? When you decide this you will be able to determine the best product to deliver service, and at what price.

3. How many potential customers do I see in my service area? You don't need to do a poll or to do market research right away, but you should be able to determine a rough number of customers by driving through your service area, and talking with people and businesses. It is very useful to know what prices customers are willing to pay for what amount of bandwidth.

4. What are the physical characteristics of my service area? Always assume you need line of sight. If your service area is in a mountainous area with a lot of tree cover, you may need to think long and hard about how to deliver wireless service.

5. Are there obvious antenna sights? You will need antenna sites visible from everywhere in your service area. They usually consist of structures such as water towers, tall buildings or grain elevators.

6. Do I have a realistic chance of mounting antennas at potential sights? Most people will not want to have your antennas on their building without being handsomely compensated. Your best bet is to make these contacts as soon as possible before you begin even basic planning.

7. Where will my data center be? All wireless distribution systems need a head end. You will need to determine where you can install high bandwidth backbone links to the Internet and how you will get that bandwidth to your antenna site(s). Some WISPs combine a main antenna site with a head end data center, or create a backhaul link from the data center to the main antenna site.

8. Do I have access to enough startup funding? Despite what you may have read, you cannot start a WISP for $5,000.00. How much you will need depends on a lot of variables, but remember it will be a major financial commitment that will take time to recoup (up to 12-24 months).

9. Do I have access to talented people? You will need Radio Frequency (RF) technicians, network Internet Protocol (IP) engineers, tower climbers, install technicians, and help desk technicians. You may need to hire electricians, sales people, marketing people, and an accountant. This is the one thing often overlooked by most entrepreneurs who see themselves being able to do everything until the company grows. This will not be the case.

10. Is a turnkey solution a better approach? After taking into consideration some of the basic issues you may want to have someone else build the WISP for you. This is a popular approach because it allows access to a group of talented people who know how to plan, build and operate a WISP successfully. In addition, a turnkey solution will provide valuable training that will help you avoid making costly mistakes. It also allows you to focus more on building a businesss because you won't have to worry about the problems of finding the right talent and writing a business plan on your own. The Broadband Wireless Exchange offers many competitive turn key solutions for potential WISP owners.

If you're still determined to do it on your own, we will be here if you need us. We offer consulting services on an hourly basis. So if you get stuck, feel free to give us a call.

Admin

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