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Business Articles : Customer Care : Call Centers Handling Customer Complaints Even the best business will receive an occasional customer complaint. Knowing how to resolve these complaints will help you gain loyal customers who will then refer others to your business. Here are some important tips. Aug 8, 2005, 02:49 Business Articles : Customer Care : Call Centers Customer Service and Call Center Outsourcing, What's The Buzz? Customer Service and Call Center Outsourcing, What's The Buzz?: The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore outsourcing (to low wage countries) is growing with a whopping 40% this year! However, the subject of outsourcing is not without controversy. So what's it all about... Aug 8, 2005, 02:48 Business Articles : Customer Care : Call Centers Difficult Customers - There's No Such Thing A couple of years ago I had a call from a Customer Service Manager working in the paper industry. He wanted me to run a seminar for his team, on "How to Deal with Difficult Customers". Aug 8, 2005, 02:41 Business Articles : Customer Care : Call Centers Increase in Customer Sales = Increase in Customer Service One of the most popular questions asked in online business forums or even by my customers and subscribers is this: “How the hell can I increase my sales?” or “I’ve got tons of visitors but nobody seems to be buying anything? What gives?” FISHNETS WITH HOLES? ANYONE? Aug 8, 2005, 02:20 Business Articles : Customer Care : Call Centers Transforming Disgruntled Customers into Your Biggest Advocates “I am writing to complain about the widget I bought from your site the other day.” Sell anything and eventually you will be on the receiving end of a sentence like this. So how do you turn a disgruntled customer not just into a satisfied one, but – even better - into a powerful advocate for your business? Aug 8, 2005, 02:17 Business Articles : Customer Care : Call Centers Dissatisfied or Rude Customers Can Be Satisfied Customers On a recent airline flight I was an upset customer. I was arriving on a late inbound flight and connecting with the last flight out on the same airline, but the connecting flight left without me! At first, I was furious when told to wait in a line of 300 people to resolve my problem. But I used my time to "people watch", and I made some valuable observations. Aug 8, 2005, 02:15 Business Articles : Customer Care : Call Centers Listening to Customers - 5 Tips In a strange juxtapositioning of articles, this month's UK 'Management Today' has three pieces, relating to the importance of listening to customers. Aug 8, 2005, 02:13 Business Articles : Customer Care : Call Centers 6 Reasons Why Complaining Customers are Golden Most of us don’t really care to deal with whiners or complainers, but, if you’ll just take a deep breath and take some time to think about it, many times they offer you some solid insight into your business that you would not have seen. If you just react to their complaint without taking the position that their concern might be legitimate, you will lose many valuable insights and may very likely lose a customer. After all, they are on the receiving end of your business, and you can’t disregard this. Aug 8, 2005, 02:10 Business Articles : Customer Care : Call Centers Handling Difficult Customers - 8 Strategies In any business our customers are one of our most important assets. Unfortunately there are days when not all customers want to be friendly or pleasant. On days like this, try these effective tips to help you handle those difficult customers. Aug 8, 2005, 02:07 Business Articles : Customer Care : Call Centers Finding Out Why a Potential Customer is Calling On You Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily. Aug 8, 2005, 01:53 Business Articles : Customer Care : Call Centers Call Center Software - Your Tool of Choice in Customer Relations The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised. Clients’ questions and concerns need to be dealt with courteously and effectively, and sales calls require careful handling - as some members of the public have grown wary of unsolicited calls due to the sheer bulk of such calls that they receive, it is imperative that these interactions are the very embodiment of tact, timing and effective communication. This is a tall order, but increasingly, there is software available that is tailor made to fill it. Aug 7, 2005, 23:42