The NOX for the month

1. MARCH 2012 ISSUE
JANUARY 2011 ISSUE MARCH 2012 BUSINESS NEWSLETTER
JANUARY 2011 BUSINESS NEWSLETTER
News Online Xchange
serves to give up-to-date information on the products and services under the NMS brand, as well as
news involving the Web and Mobile industries.
The Business of
Great Customer Service. CUSTOMER
CUSTOMER
"There is only one valid definition of business purpose: to create a customer. It is the customer who determines what a business is. What the
business think it produces is not of first importance - especially not to the future of the business and to its success. What the customer thinks he
is buying and considers 'value' is decisive - it determines what a business is, what it produces and whether it will prosper." - Peter Drucker
CUSTOMER SERVICE – Key to business success
Customer service is one of the greatest keys to your business success. It can literally make or break
you. This is so because your entire business, marketing, sales and profits depend on your customers.
You're in business to generate profits by selling your products and servcies to people who need and
want to buy. Customers want to know how you can make their lives better or easier and/or how you
can relieve them of their pain.
It follows that whatever you do must be carefully designed to meet and satisfy the needs of your
customers as it's the foundation for a growing and profitable business. The decision you make must
be based on the situation, what the customers want and how it affects your business. Treat every
service situation as unique. Interact with each customer as an individual and treat him/her that way
he or she wants to be treated.(continued next page)
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2. MARCH 2012 ISSUE
JANUARY 2011 ISSUE MARCH 2012 BUSINESS NEWSLETTER
JANUARY 2011 BUSINESS NEWSLETTER
(continued from the previous page)….Customer Service
Great marketing acquires new customers for you, but it's great customer service that ensures that the customers keep coming back to you as
people tend to do business with people they like and trust, and therefore, are more likely to be loyal and continue to buy from those who
provide them with excellent customer service.
Surveys have shown that most customers quit because of an indifferent attitude towards them from the business owner, managers and/or
employees. A typical business will only hear from a handful of dissatisfied customers; most of your customers will just quietly go away and
never come back.
To further compound the problem, a typical dissatisfied customer will tell an average of 7 to 10 people about his problem and your bad service.
This is a serious financial loss for those of you who don't know how to treat your customers right; for those who do, it represents a tremen-
dous gain.
In light of these, not many businesses can succeed for any length of time without the comprehensive care and diligent servicing of their
customers.
To a large extent, customer service has leveled the playing field for the small business owners who sell similar products as their bigger
competitors. It opens up a treasure chest of opportunities. It provides them with the opportunity to differentiate themselves from the
competition.
For large companies, they'll need to act fast to accommodate the custom- INFORMATION HIGHWAY
ers by revisiting and fine-tuning their policies and procedures. They
mustn’t let inflexible rules and regulations, policies and procedures stop Why DO CUSTOMERS LEAVE A
them from making their customer satisfied.
ROOT CAUSES OF LOST RELATIONSHIP
COMPANY?
1 Repeating Themselves
2 Being trapped in automated
4 Representatives don’t know
their history of value 68% LEAVE BECAUSE OF THE
TREATMENT THEY RECEIVED
Self- Service 5 Cannot switch between ARE DISSATISFIED WITH
3 Forced to wait too long
for service
communication channels easily
14% PRODUCTS AND SERVICE
BEGIN DOING BUSINESS
9.5 09% WITH THE COMPETITION
minutes is spent on average trying to reach a human when
trapped in an automated phone system.
Cost of Poor Customer Service
$83 BILLION Cost of Poor Customer Service
in the United States. 05% SEEK ALTERNATIVES
$32.4 $50.6 03% MOVE AWAY
Business is abandoned Customer churn and
or lost to entire industry defection
01% DIE
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3. MARCH 2012 ISSUE
JANUARY 2011 ISSUE MARCH 2012 BUSINESS NEWSLETTER
JANUARY 2011 BUSINESS NEWSLETTER
Customer Service As A Way of Life
Customer service is more than a strategy in sales. It deals with understanding and giving what customers need and want.
The success of customer service can be measured by the number of loyal customers gained through time. Customer
service can also be considered extra-successful when competitors talk about the business positively.
The Customer Market Ever-changing Preference
The secret to effective customer service involves analyzing the
changing favorites of customers. Customer service deals with the
day-to-day changes on the behavior, lifestyle, political, moral and
even the physical state of the customers. Popular culture, brought
my celebrities and natural phenomena, heavily affects the preferred taste of customers. To adjust to
these changing favorites, businesses offer new products and services. It has been known that products
and services gradually change to integrate innovations and craze features that are hit in the present
season (and may not be a hit in the next). Businesses also modify their sales strategies and styles in
Customers and consumers are attracting attention.
the blood-life of a business.
They bring both monetary gains Controlling Customer Experience
and prestige to the business. Providing multi-channel customer support is a key to improve customer experience.
Every business decision involves The most popular customer support is voice or phone support which allows custom-
pleasing them. On the other ers to call the business when they need help. Customer complaints, billing inquiries,
hand, they pose new challenges service overview and other relevant matters are all settled using the customer
to the customer service every support department. Other support methods include email support, refund manage-
day. Promotions are made for ment and escalation management.
customer retention. New
services and products are Customer Service Game-changers
created to give more opportuni-
Delivering promises to customers may be an old saying but still a renowned-
ties to them. In the eyes of
principle. It is still in the modern gentleman’s menu. In this new generation, the
customer service, customers
game changer is a customer service that demands little effort from customers in
and consumers are the most
availing of a service or product. This is the reason why customer service has
valuable persons in the world.
expanded to offering customers a one-time set up transaction for everything. This
also gave rise for some customers to shop without going to malls. Instead of
The core principle for excellent customer service
following ten steps to unsubscribe from a mobile service, mobile companies have
is to think, act and move like customers. In short,
come up with a one-character key to press when customers wish to end a
customer service as a way of life as it deals with
becoming human and not becoming a businessman. subscribed service. To the business, it is called “pampering”. But for mothers, it is
called “spoon-feeding”.
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4. MARCH 2012 ISSUE
JANUARY 2011 ISSUE MARCH 2012 BUSINESS NEWSLETTER
JANUARY 2011 BUSINESS NEWSLETTER
THE 10 COMMANDMENTS FOR GOOD CUSTOMER SERVICE
1 2 3 4 5
EAS
PLS MA’AE
YE M
COMMIT TO QUALITY SERVICE Know your products Know your customers TREAT PEOPLE WITH Never argue with a
COURTESY AND RESPECT customer
6 7 8 9 10
? ?
EREMTEIS!I
H AS P R
?
O IS D AS EASYAS
1-2-3
Don’t leave customers Always provide what Assume that your Focus on making
customers tell the truth customers – not on sales Make it easy to buy
in limbo you promise
CUSTOMER SERVICE QUOTES TO INSPIRE AND MOTIVATE
“A man without a smiling face “Although your customers “Alone we can do so little. “A customer is the most
must not open a shop.” won’t love you if you give bad Together we can do so much” important visitor on our
- Chinese Proverb service your competitiors will.” - Helen Keller premises. He is not dependent
- Kate Zabriskie on u- we are dependent on him.”
- Unknown
“Ask your customers to be part of the solution, and “Always do more than is required of you.”
don’t view them as a part of the problem.” - George S. Patton
- Alan Weiss, Ph.D
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