Delivering consistently good customer service is one of the great challenges of a growing business. Get Peter Switzer's practical advice on understanding the needs of Australian customers, designing your customer service strategy, and delivering legendary customer service time after time.
The views presented in these articles are not Optus' views. This article contains general information only and is not intended to be relied on as legal, financial or professional advice. Readers should seek their own advice based on their specific business needs.
Australian companies spend the majority of their time trying to find the best way to convert occasional customers into loyal devotees. And while it sounds like a tall order, changing customer behaviour isn't as difficult as you might think.
It's important to learn as much as you can during a downturn so your business is prepared for the future.
Technology can be helpful in getting your business organized. But it's important to not let it replace your customer service skills.
When marketing your business, it's important to ensure you stand out from the crowd. Now that most businesses have decided they have to be on the worldwide web, the big question is how do you get noticed?
Yes, despite what you might've heard, or received at the hands of second-rate waiters and shop assistants, Australia has come out on top of a 12-country study of customer service standards.
The best customer service story that I ever heard involved the US store, Nordstrom. As a shop, this outfit is famous for great customer care.
Let me tell you about my worst shopping experience ever. I think small business owners may have me as a marked man. Enough of the tease; let's get to the story which I am happy to report has a very happy ending.
Let me tell you about my worst shopping experience ever. I think small business owners may have me as a marked man. Enough of the tease; let's get to the story which I am happy to report has a very happy ending.
What is customer service? Or better still, what is good customer service?
What is customer service? Or better still, what is good customer service? Customer service is all customer correspondence - it's how you and your staff answer telephone calls, emails and letters...
Online business is booming and for developing a brand, the Internet has much to offer small businesses. A strong online presence with a convenient website helps to ensure customers think only of your business when they are searching for services
Your business must work out and then understand its value to customers - why they want to deal with you - or as you say, what's so special about me?
Customers want to be treated in the manner to which they are accustomed. The old adage, 'the customer is always right' is crucial to strengthening the trades/customer relationship. It's also damn useful for making bucks.
When introducing a new innovation into a business, it's important to understand whether it will be beneficial to your customer.
Communicating with customers is important, not only so you can form good business relationships with them, but also to learn how your business can improve and provide the best service possible.
Think about a business you love and ask yourself this question -- how important is that business's customer service?
The customer may always be right, but assessing which customers are good and bad for your business may save you money.
All business owners should keep the following in mind when dealing with customers.
Customer Service is about building a professional relationship with your client.
Without great customer service, a business can suffer severely. Here are some tips on this all-important topic.
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The truly greats of mankind's history never became great by accident or by doing it the easy way: "Great things are not done by impulse, but by a series of small things brought together." Vincent Van Gogh
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