Do you provide a service to your customers? You do, if you do any type of work. Are you interested in setting yourself apart from the pack? If so, you can make more money as long as you are committed to providing service that goes above and beyond what is expected.

Are you a stickler about receiving top notch customer service? Do you routinely "come through" as a provider of exemplary services to your customers? Chances are you have been greatly disappointed at one time or another regarding the service you received from a salesperson, an internet hosting company, a hair colorist, or any one of thousands of different service providers. Frankly, customer service in many areas -- retail, for one -- isn't what it used to be. However, where there is poor customer service there is also a great opportunity. Read on and I will explain.

Let's say you are in a field that routinely provides so-so service to customers. It could be that customer expectations are low and no one expects top notch service. Maybe most customers are simply "price sensitive" and could care less about how fast or how well you deliver. However, you can bet that there are a percentage of customers out there who appreciate service that goes above and beyond the industry standard. These same customers typically will pay a little extra for service that really serves them. If you can tap into this customer base, you can create a niche, raise your prices, and make more money in the long run.

Depending on your industry, you could command a price premium of 10-25% over the average provider. That may not sound like a lot, but it could spell the difference between eating hamburger or eating steak. I don't know about you, but I would prefer eating steak!

Naturally, providing a high level of customer service means you will have to break a sweat. You may have to happily redo [its all in the attitude, baby!] or improve on an existing project in order to satisfy a good paying customer. This is what sets you apart from the pack.

If you are satisfied with the "status quo" then that's okay too. Just don't expect to have customers beat down your doors for work. At least the better customers will not!

About the Author

Why do you need a Contact Center? by Hani Masgidi

The traditional understanding of the contact center is a group of agents setting, answering callers or/and divert calls what else???? Nothing but Robert operators. If you are one of those please read this. I will tray here to change that idea by giving listing down some of the contact center rules that you can utilize your contact center for better output. With the right contact center solutions used your contact center can do the following: 1- Generate Leads: One of the main rules of your company's' contact center is to find new opportunities, convert any caller to a lead based on his/her need. 2- Build up Relationship with your customers: As the contact center is the first point of any contact with the company; the contact center representatives can play a magical rule in building up solid and profitable relationships with your customers based on win-win concept. 3- One call resolution: Customers get frustrated when they have to call several numbers or people to get an answer for their query or request. Your contact center can do that for you. 4- Present the right service or product to the right person or buyer: in most of the companies purchases or web sites ,companies can't list down all the exceptions or combinations of their services and products .With the right representatives in your contact center handling your customers query they can present all the right options available in your company to the right buyers. 5- Have your company open 24 x 7: yes you can have your company functioning 24 hours a day, 7 days a week handling your customers' requests, query and support by only having your contact center functioning 24x7. 6- Impress your website visitors: Instead of sending them the regular auto reply email, send them the answer for their question or may be the quotation they required .I think you can visualize the impact on them. 7- Full understanding of your customers: If you are a CEO or a manager and your secretary got a request through your contact center for a meeting with one of your clients, just by a simple query on your CRM screen you can read the contact center comments about that client and all his emails/faxes and their replies handled by the contact center representatives. 8- Select your next product: By a simple structured campaign and some surveys the contact center can get you great conclusions or suggestions for your next product. 9- Proactive approach to your customers : A modern requirement , new style or technology been produced by you .Your contact center with their powerful CRM database; that they have been building on , can check among all the records and find you the right customers to your new product. 10- Provide your services and products through several channels: online stores, email campaigns, SMS, chat, phone and more.

About the Author

I have contributed in setting up several contact centers, and have been managing some of them . Out of my own experience in the contact center solutions and the CRM industry I am writing this today.


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Customer Service Done Right by Matthew C. Keegan

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Why do you need a Contact Center? by Hani Masgidi

About the Author