The Most Undervalued Service In Your Business is…?

Customer satisfaction is  your ultimate aim or it should be… By necessity, you spend time focusing on product development and product launch marketing but do you spend as much time as you should on ensuring that your customer support team is well trained. The reason I ask is because I have just spent 8 weeks experiencing what poor customer service really is.

All I needed was for a faceless but monolithic telecoms company to connect a telephone land line to my new house!… In the 21st century, this  must be a simple job. Right?

Each Time I called, I was greeted by a different but equally ineffectual and charming company rep whose only concern, it seemed, was to pass the problem to someone else as quickly as possible. The concern was not for the customer or how that customer viewed the situation but how the customer fitted into the company way of doing things. Customer service involved the customer chasing from one department to another trying to find the responsible person not the other way round. The company was in fact a passive amorphus mass that reacted rather than being proactive.

Everyone makes mistakes. It is how quickly you rectify them that matters. Clients prefer to deal with a customer service department that is…

a) Proactive [ calls/emails you back with the solution] b) Takes ownership of your ‘problem’
c) Sees the company through the clients eyes
d) Is well trained to deal with FAQs and knows where to find the answers to the more unusual ones

If your clients feel that they are dealing with such a customer support team, they relax and trust you to help them – my experience was quite the reverse – Once the original question is dealt with you have an opportunity to extend the conversation… to up-sell them in fact.

Your customer service team should therefore be viewed as a profit centre and not an overhead

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Rory Ramsden

Specialist focusing on getting new products ready to launch and re-launching ever-green products to the online community. What can a Product launch marketing do for you? - Significantly increase your ROI - Explode the size of both prospects and client email lists - Build strong rapport between your clients and your company - Dramatically increase the number and quality of your JV partners and affiliates - Make your business the 800lbs Gorilla in your market - Leverage your newly found cash flow and positioning to accelerate your growth - Send employee morale soaring to new undreamed of levels To get these benefits, we'll assist you to develop a strategic and tactical plan for your coordinated launch…There are a myriad of tools and tactics to use in an online product launch including - email lists - blogs - surveys - special reports - sales letters - autoresponders - video and audio presentations - webinars - squeeze pages - Social Media - Networking As professional product launch manager, we will help you select the most appropriate for your needs. Remember Product Launches work for all types of products and services, evergreen or new so contact me to find out more +33637500988 Specialties The Launch Systems Toolbox This limited consultancy will assess your state of readiness in 6 key areas. The fee is typically set against our fees for piloting your complete launch. [http://www.prolaunchmanager.com/launch-ready]