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| Marketplace |
|---|
What say you?
Do you take on friends/family as customers?
16% - Sure! The more the merrier.
50% - Sometimes, but tread with caution
33% - No, best to avoid wherever possible
Marketing | Customer service
Exceptional customer service is something every business should strive towards, although good customer service skills
don’t come naturally to everyone.
In this section we provide you with plenty of customer service advice to help you develop exceptional customer
service skills. From how to
handle customer complaints and having the
right attitude to going the extra mile to provide exceptional customer service, these
tips should ensure your clients keep coming back for more.
Customer touch points can make or break your brand
25 Nov 11Danielle MacInnisThe way customers experience their journey with you, especially in service-based industries, can help or hinder brand loyalty and devotion. Here’s how one business stuffed it up by not considering their customer touch points. Read more
Comments: 0Avoiding business burnout
17 Sep 11Jo MacdermottI’m hearing more of my fellow soloists talk about business burnout lately. From what I can tell, it typically starts when we take on too much. Read more
Comments: 4Customer expectations: You promised, now deliver...
16 Sep 11David MooreI am somewhat tenacious when it comes to getting what I’ve paid for. I even once managed to get a brand new car replaced after I was sold a lemon. It comes down to customer expectations. Read more
Comments: 24Customer service: What are you promising but not delivering?
20 Jul 11David MooreWhat customer service messages are you sending your clients? Are you sure they’re receiving the ones you intend? Read more
Comments: 9Shifting the vibe
26 Nov 10Zoe RouthA while back I went against my intuition and bought something from a telemarketer. Read more
Comments: 6Four ways to increase customer satisfaction
05 Nov 10Deb PilgrimLots of businesses put energy into customer service, when they should be focusing on customer satisfaction. So what’s the difference? Read more
Comments: 6Podcast: Creating a Customer Experience
30 Oct 10Tim Reid and Luke MoultonTim Reid and Luke Moulton talk to Callum from Espresso Elements about how he’s created a point of difference in his cafe by designing a customer experience. Read more
Comments: 1Customer service tips learned at the hairdresser
06 Aug 10Maria PantaloneDuring a recent trip to the hairdresser, I got into conversation with the other customers – and the customer service tips I learned will have a lasting impact on my business. Read more
Comments: 8Poor customer service: Being treated like a criminal
09 Nov 09Sam LeaderHands up who likes getting told off? I’ve had a number of interactions with businesses that have made me feel like a naughty child, and this is very poor customer service. Read more
Comments: 38Bad business ethics or just business?
25 May 09Sam LeaderRegular readers will know I’m something of a customer service freak. My most recent experience has got me thinking about business ethics. Read more
Comments: 82Service culture: Encouraging customer loyalty
19 May 09Jack FraenkelLoyal customers return more often, resulting in more sales and lower acquisition costs. Yet many businesses do nothing to encourage loyalty. Here are some simple steps to improve things. Read more
Comments: 4The importance of customer loyalty
02 Apr 09Jack FraenkelLoyalty leaders are successful because they have designed their entire business systems around customer loyalty. Building a highly loyal customer base must be integral to your basic business strategy. Read more
Comments: 8Examples of bad customer service
01 Dec 08Sam LeaderIn the course of planning a tree change, I’ve been reminded of some classic no-no’s in the area of customer service. I can’t believe bad customer service still goes on. See what you think. Read more
Comments: 54Why word of mouth advertising matters
08 Sep 08Sam LeaderIt’s easy to think of word-of-mouth advertising as being feel-good marketing, but thanks to my contrasting experiences at two international airports, I can report that feel-bad also has its place. Read more
Comments: 26Client feedback: Do you shy away from it?
24 Apr 08Linda AndersonIf you did a bad job for a client, would you be happy for them to let you know where you went wrong? Do you seek client feedback or would you prefer not to know? Read more
Comments: 12The importance of communicating with clients
31 Mar 08Peter CrockerThere’s a simple email you can send to your clients or customers that they are guaranteed to love. If you want to be perceived as switched on, reliable and trustworthy, then read on to find out more about the importance of communicating with clients. Read more
Comments: 22Managing customer expectations
28 Jan 08Sam LeaderGood customer service is about managing customer expectations. My recent experience with a multinational cosmetics firm provides a textbook lesson on how not to treat your customers. Read more
Comments: 17How to handle customer complaints
20 Nov 07Tim Reid and Luke MoultonHow often are you pleasantly surprised by great customer service? If you’re like me, then sadly not very often. But recently, I had a good customer service experience that demonstrates the best way to handle customer complaints. Read more
Comments: 9Good customer service tips that work
07 May 07Sam LeaderIt's a marketing no brainer, but I was recently reminded of the remarkable effectiveness of good customer service. Read more
Comments: 15Exceptional customer service: Having the right attitude
09 Nov 06Zern LiewEvery business should care about providing exceptional customer service. But what does that “service” really mean? Read more
Comments: 5Effective customer service: Keeping your client informed
19 Oct 06Megan HillsKeeping your client informed, particularly when things aren’t going so well, can save your relationship and boost your business. The secret to effective customer service is how you contact your client - and how often. Read more
Comments: 6Customer service example: a tip on how NOT to do it
22 Jan 06Karen MorathSoloists who dazzle their customers from the outset are likely to live happily ever after. Unfortunately, the reverse is also true. In this customer service example I ended up on the receiving end of an IT service provider having 'one of those days.' Read more
Comments: 11Exceptional customer service
01 Nov 05John RaymondEven if your customer service is good, there will be times when you ought to push the boat out and provide exceptional customer service. Read more
Comments: 0Good customer service skills: Is your business a leaky bucket?
21 Aug 05Thomas MurrellAre you busy welcoming new clients through the front door, only to have existing ones go out the back? Good customer service skills can overcome this problem. Read more
Comments: 2
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Small Business is Australia's fastest growing sector – this business community site was created for those running a small business of one to five people. Here the solo and micro business owner will find small business forums, a small business directory, free resources, help, tips and advice on: starting a small business; working smarter when working from home; effective small business marketing; small business networking; the solo psyche; staying balanced as a small business owner; small business technology advice and small business finance tips.
