If you are truly serious about offering quality customer service, your best option would be customer service software. With customer service software you can reduce customer service costs and increase your conversion rate at the same time. All the while, you will be making your customers happier, which will lead to more sales and an increase in ROI.

Customer service software helps small businesses and large businesses alike by offering customer service messenger, support messenger and support messenger. These offer 24/7 customer service to customers and potential customers. They can also allow you track customers online and track consumer behavior online as well.

Customer service software can offer live chat help and/ore animated avatar help, animated avatar service, animated avatar support and animated avatar guide. Many people prefer the avatar because it makes them feel more like they are talking to an actual person.

Serious quality customer service means a serious customer service solution. Consider customer service software for your online business if you would like to convert visitors to buyers and improve your ROI.

When was the last time someone came into your business, or called on the phone, or better yet emailed you with a throbbing case of the nasties? Our business is located just outside of the city with a bus stop in front. We also own several niche market web sites. Do you suppose we get our share of interesting characters?

Somehow, this philosophy/policy of, “The customer is always right” has been branded into the consumer’s psyche and repeatedly shoved in the face of business owners, managers, and employees. Having worked in Law Enforcement for several years, we’re taught by our instructors and leaders to consider “the spirit of the law” versus “the letter of the law.” These considerations dictate whether or not the cop is going to give you a ticket for going 5 miles over the speed limit. If we’re to follow the “letter of the law,” we’re going to go by the book each and every time without exception. It’s the “spirit” that allows us discretion to listen to a creative story of how your lover caught you with your spouse again and “thank God you’re here to protect me, Officer… and that’s why I was speeding. I was trying to get away!”

Shouldn’t we, as business owners and managers, have that same option of discretion when a less than reasonable customer approaches chanting that misguided mantra? Now, of course, this is not to say that we should not recognize our positions as “authority figures” and practice a higher degree of professionalism, diplomacy, and tact. All of which are vital to your business. Professionalism is the difference between giving the appearance of genuine concern, and wrapping your knuckles on someone’s forehead to see if anybody’s home. Diplomacy is being able to give your customer the perception that you owe them, and have provided them with, an apology by stating something to the affect of, “I’m sorry you feel that our policy has inconvenienced you.” instead of actually apologizing and admitting fault for something that your company is righteous in maintaining. Tact is being able to tell your customer that it appears that your (policy, sign, product, etc.) was simply misunderstood without having to tell him/her that they’re a complete moron.

Now, I’m also not condoning never admitting fault or accepting responsibility for genuine wrongs and doing everything within your ability to correct them. And there are schools of thought that strictly forbid admitting fault. Their mantra? “Better to ask forgiveness than permission.” However, by the very nature of such an absolute statement such as, “The customer is always right,” provides people, who for no other reason but a sense of entitlement, a free pass to come into your business with the expectation that they’re going to be able to conduct themselves however they wish. This includes treating you and/or your employees with utter disrespect and rudeness. As a result, our employee attrition rate is relatively low because we allow them the discretion of practicing professionalism, diplomacy, and tact. Fortunately, most of our clientele allow us the opportunity to provide them with genuine friendly service and resolve any issues with a mutually beneficial outcome. Unfortunately, every once in a while, you come across a customer, who no matter what extraordinary efforts you deploy to appease, is simply unreasonable. With that, you must then make an executive decision and these are just a few questions that should be considered in rapid-fire succession almost immediately. Is this customer worth keeping? How adversely will kicking him in the pants affect my business? Am I able to resolve this issue with little impact on my business or bank account? Am I going to diminish my employee’s sense of empowerment and/or sense of dignity by overturning their reasonable decision? I’m sure there are other considerations that you’re likely to make, but these are the very minimum.

Incidentally, the person responsible for us having to endure the phrase, “The customer is always right.” was a gentleman by the name of H Gordon Selfridge. Mr. Selfridge was the founder of Selfridge’s Department Stores widely known across the United Kingdom. Perhaps Mr. Selfridge was stuck in the “letter of the law,” as he died insane and bankrupt. Food for thought.

Companies engaging in business blogging have a definite edge over its competitors. Here are some advantages:
1.Word-of-Mouth. In a survey, there are currently 14 million blogs with 80,000 more being added each day and about 30 percent of the 50 million users are blog readers. Imagine how much gain your company will have, if your products are advertised through blogs. With Internet, information spreads so quickly especially if an impressive write-up goes with your product. Soon your blogs will be passed on to hundreds of possible customers.
2.Awareness and loyalty. Open communication with your customers creates trust and loyalty among them. Being there to respond to their questions and comments make them all the more willing to try your products and services.
3.Feedback. Blogs is good for product research and reviews. It would be easier to improve on your products if you observe your customers’ thinking and behavioral patterns. You can also take immediate action to your customers’ concerns.
4.Community halo-effect. Bloggers are reasonable, friendly and helpful. They are more than willing to create blogosphere of comments regarding your product. The only thing you have to do is embrace and take active part in the culture and your product will surely be considered in their next stop to the supermarket.

For better marketing results, actively promote your business blogs by submitting your blogs to blog search sites and directories. Do not forget to paste in with your blogs, your URL. Be sure that your blogs contain exclusive information with value and are always updated to keep readers popping in, read up your blog, move on to the next and click on again for updates.

Blog is like a setup booth in the biggest trade show on earth everyday. Marketing possibilities are just around the corner waiting to strike your sale scales up.

The Really Simple Syndication (RSS) feeds are important too in conjunction with your blogs to get the best benefits. Use effective keyword phrases to generate high ranking status in the search engine traffic. In this way you have better chances of people finding your website leading to your blogs. More traffic means more potential sales.

For this to be successful, you can use RSS for news update feeds which can be read through RSS reader application. This is a very useful tool for business and internet marketers as well.

If you are already convinced with the potentials of business blogs for marketing and targeting sales increase, your company is now ready to start blogging. But first, you have to be in tune with your company’s business objectives and determine if blogging will really help you achieve your goal.

1.Several blogs are dedicated to teaching people the do’s and don’ts of blogging, READ them! Include in your reading materials blogs that are consumer-based too to give you an idea.
2.Setup several test blogs right away.

If your initial try out with blogs worked well, you can now start setting up your blogs.

1.Study blog design. Blog hosting services provide pre-designed templates. But if you opt for paid blog service, you can ask your artist to design and layout your blog site to match the company’s identity and needs.
2.Choose a topic. Its good to have a line-up of topics you want for your blogs but be sure they are in consonance with your business objectives. This would be a test of your flexibility and open-mindedness since results may be going against the set objectives.
3.Remember the following safety measures in blogging:
*legal issues are sometimes involved in blogging; it is safer to include disclaimers and limitations of liabilities;
corporate communication and legal department are responsible in educating the senior management on how blogs might affect business;
*create blogging policies; set limits on who gets to blog and what information are allowed to be made public;
*avoid outright marketing blog or you will shy away your readers;
*make content updated, relevant and fresh;
*reinforce the company’s core values; and,
*encourage employees to use it.
4.Start blogging and complete 20 posts before going to marketing.
5.Begin marketing.
6.Regularly monitor the coming ins and outs of readers and get updates. Then, measure your results.
7.Adjust if needed. You can always play with your designs in the blog site as long as it remains to match the company’s identity.
8.Strive to be consistent with your topic all the time.
9.Try to have unrelated topics with general and broad appeal.
10.Schedule updates regularly. Monday, Wednesday and Thursday would be best to update blogs.

Once you have done all these things, you can now ultimately enjoy the benefits of business blogging.

For some individuals, blogs are their projects of every day living, as they talk about their daily episodes as well as make tribute to friends and family. Furthermore, blogs assume a profound meaning written to compose and assemble political statements, endorse a product, supply information on research, and even offer tutorials. Any subject that are of your interests, you can be sure that someone has written a blog about it.

Blogs are now being written by musicians, politicians, sports figures, novelists, newscasters as well as other known figures. It is this blog fever that has raised controversy. The fact that anyone can compose and regarding any subject matter under the sun, complaints about certain write-ups are an issue. In a lot of blogs, names are being mentioned; do bear in mind that although you are entitled to write anything that interests you in a blog, you have to be very careful and take in a lot of responsibility. Do not make any statements which can become controversial; or else, be very prepared.

Why a Blog?

1. For personal acquaintances, relationships and hobby. A person can write a blog about his daily activities, what’s going on with his life as his way of telling his family and friends the things that goes on in his life. Likewise, one may also write a blog just so he can express what he feels about himself, or about a certain subject matter that is of interest to him.

2. Topical. Some blogs are committed to a precise topic, like computer hardware or politics. These are frequently read like magazines.

3. For marketing. Corporations are too, into blogging; when well written and implemented, this kind of blog can be a powerful instrument for business communications, forming eagerness and anticipation regarding their products and services offered, or used as tool within the company, keeping employees well informed about company issues and news.

Why someone else’s software?

A lot of Web designer and creators will laugh at the belief and idea of utilizing the software of someone else. This is can be correct especially when each software greatly differs from the particular requirements that a client may have. Yet on the other hand, when it refers to a Weblog software, there is no reason for apprehension in the use of a package that is pre-written, as most packages were developed through years of study; not just knocked together over a couple of days.

In addition, one may study its feature set. For a developer, it would take a lot of time and effort to write and compose from “nothing at all” every single feature in the Weblog software packages of today. For most people, a blog is there for the main reason that chooses to publish or make known your literature and texts on the Web, so you want to spend your time more on writing than coding.

Hosted Services

If one wishes to start broadcasting on the Web, yet does not have web hosting, one can consider looking into a hosted service, which includes Blogger, TypePad, Live Journal, and more.

These services are operated or handled for an individual, so there is no need to concern one about technical upkeep of one’s Weblog; instead, one can concentrate on his blog’s appearance and content. In just minutes, after signing for an account, one can readily start his own blog. Many such services are offered free, such as blogger. TypePad charges a minimal amount for monthly service fee.

Self-Hosted

When one has Web hosting on hand, or is eager to buy hosting, in which one feesl that the advantage will prevail over the problems of keeping up your own blog connection and installation, then you may want to take into account a package that is self-hosted, which includes Movable Type, Textpattern and WordPress.

Other hosting companies did construct the process of installation easier, permitting installation with just a click from a control panel that is browser-based. It is important that you check with a hosting company so you can view if this function is offered. Similar to hosted services, some self hosted packages are made available either for free or for a certain fee which is dependent on the type of package that you choose as well as the basis why you are using it.

1. Listen

When a customer comes to you with a complaint about one of your products or services, listen to them. Listen to what they are telling you, and take notes if at all possible.

The number one thing a customer wants when they have a problem is for someone to listen to them.

Allow them to vent, let them get it all out. Once they have explained their problem in full, begin to ask any questions you may have to get a full handle on the situation.

While you are listening, body language is very important. Make sure you maintain eye contact. This sends your customer a message that you are taking them seriously.

2. Be Empathetic

When the customer is done explaining their problem, show sincerity by telling them that you understand how they feel. Apologize on behalf of the company that they feel the way they do, and tell them that you are committed to resolving their issue within the guidelines of your company.

By becoming defensive in this situation, you are taking a bad situation and making it worse.

By having an understanding of where your customer is coming from on the situation, and speaking in a calm tone of voice, you can clearly defuse the situation.

You don’t by any means want your customer to become angry and cause a scene.

3. Offer a Solution.

We have all heard the expression “the customer is always right.”

I don’t necessarily agree with this, but it is important to work toward finding a solution, even if the customer is in the wrong. For instance, you might try meeting them half way.

You will know wether or not your customer is a repeat offender, and you can handle the situation accordingly.

For customers who have a legitimate complaint, it is best to rectify the situation right then and there. Wether it is giving them their money back, or replacing their product.

Always leave your customer with your business card and tell them if they should ever have a problem again, they should not hesitate to contact you immediately. This will help them regain their confidence in you and your company.

The main goal when a customer has a complaint is to not allow the problem to snowball. Your objective should be to defuse the situation and retain your customer.

By handling tough situations such as these in a professional manner, you will find your once complaining customers satisfied that you resolved their issue, and a new found respect for you.

These four factors will greatly affect your ability to build a loyal customer base:

1. Products that are highly differentiated from those of the competition.
2. Higher-end products where price is not the primary buying factor.
3. Products with a high service component.
4. Multiple products for the same customer.

Market To Your Own Customers
Giving a lot of thought to your marketing programs aimed at current customers is one aspect of building customer loyalty.When you buy a new car, many dealers will within minutes try to sell you an extended warranty, an alarm system, and maybe rust proofing. It’s often a very easy sale and costs the dealer almost nothing to make. Are there additional products or services you can sell your customers? Three years ago my house was painted, and it’s now due for another coat. Why hasn’t the painter called or at least sent a card? It would be a lot less expensive than getting new customers through his newspaper ad, and since I was happy with his work I won’t get four competing bids this time. Keep all the information you can on your customers and don’t hesitate to ask for the next sale.

Use Complaints To Build Business!

When customers aren’t happy with your business they usually won’t complain to you – instead, they’ll probably complain to just about everyone else they know – and take their business to your competition next time. That’s why an increasing number of businesses are making follow-up calls or mailing satisfaction questionnaires after the sale is made. They find that if they promptly follow up and resolve a customer’s complaint, the customer might be even more likely to do business than the average customer who didn’t have a complaint.

Reach Out To Your Customers!

Contact with current customers is a good way to build their loyalty. The more the customer sees someone from your firm, the more likely you’ll get the next order. Send Holiday cards, see them at trade shows, stop by to make sure everything’s okay. Send a simple email newsletter to your customers-tell them about the great things that are happening at your firm and include some useful information for them. Send them copies of any media clippings about your firm. Invite them to free seminars or exclusive events. The more they know about you, the more they see you as someone out to help them, the more they know about your accomplishments-the more loyal a customer they will be.

Everyone is blogging from politicos to teeny boppers. Many teenagers have resorted to blogging as an outlet for their emotions, a little online nook where they can blurt out their feelings and blow off some steam. However, savvy marketers have discovered that blogging is one of the best Internet marketing strategies available. The best part is that blogging is just a cent or two more expensive than free.

So what exactly is blogging? Blog is just a fancy name for web log and really it is nothing more than an online journal. A blog can be set up for very little cost and it makes a very viable internet marketing tool.

Blogging for your online business is a proven way to enhance the visibility of your business products and services. Below are 6 proven methods for using a blog to jumpstart your online business and start cranking out the cash.

1. Building trust with your customers is key to any successful business. A blog is a great way to get information about your business out to your clientele. Keep your customers abreast on your business and any changes to your web site. Announce your new product line and affiliate programs with the use of your new blog.

2. Your blog is a great way to keep all of your articles and business information. Quality information makes for the best web sites, so put up all of those old articles and anything else you have lying around that makes good content. The content on your blog can be easily stored through archives.

3. As a business owner in your chosen niche you would probably be considered an expert, right? Well since you’re an expert don’t be afraid to give your advice and opinion. Blogging provides you a great opportunity to give product reviews on items that might help your customers. You could make some extra cash by endorsing quality products unique to your niche. Whatever your niche is I’m sure that there are products you can sell to earn affiliate commissions.

4. By posting your articles on your blog you can allow people to republish them as long as they include your resource box. We all know what is included in your resource box, that’s right it is a link to your web site! Before you know it we will start acquiring back links like crazy. As stated in the previous section you can use articles with affiliate links to start cashing in with your blog.

5. Use your blog as a way to gather information from your customers. Have them fill out surveys on how you can improve your product(s). It makes them feel involved and builds trust. Getting the input of others, especially people that have purchased from you is always a good thing. Even if you don’t like the answers! A blog is a great way to get instant feedback from your customers and that is a very valuable tool.

6. Submit your blog to blogging lists and syndicate it so that it becomes a viral marketing machine. When you have a blog that stands out in your niche people will be walking over each other for every new post you make. By syndicating your blog you give notice to all interested parties every time you make a post!

Setting up a blog is easy, you can either purchase blogging software or use a blogging hosting service to do it for you. LiveJournal and Blogger.com are the most popular hosting companies in the blogging arena right now. They are easy to set up and the hosting companies provide you with easy to follow instructions on how to start your new blog.

Take these 6 tips and put them to use in your evolving online marketing arsenal, you will be glad you did.

Live telephone operators who work in call centers and answering services need the same help that any live speaker needs. It’s the job of the call center operator to communicate the client’s business image to the caller, and this begins with the first few seconds of the phone call. Many small business owners’ needs never go beyond representatives answering their lines with “XYZ Company, may I help you?” and improvising the rest of the conversation to obtain the information that the client requests. When clients upgrade their accounts to more complex services, it’s important that they create a script that works for both the company signing up for the service, the operator reading the script, and the customer. Your sales representative is more than willing to help you create the best script to fit all of your sales or information inquiries.

Creating a call center script begins with the “answer phrase” and the same principles continue through the entire process of creating a logical script. Here are some important items to keep in mind when you are creating your script:

• Avoid tongue twisters. Make your greeting as easy to pronounce as possible. “Doctor Perkowicz Peoria Plastic Surgery Plaza” isn’t easy to say, even for the native English speaker. Make sure that your operators know how to pronounce every part of your answer phrase, and the rest of the words in your script. Keep phrases brief and avoid repeating consonant sounds that will sound awkward over the phone or might lead the operator to stutter.

• Go global. A “Good Morning/ Evening” greeting can work for some businesses, but not for all of them. If your company is doing business across time zones, think about using a simple “Hello, XYZ Company” for your customer on the other end of the globe.

• Humanize your greeting. Have an impartial friend or a trusted customer listen to your greeting, especially if it’s a long introductory message of more than a sentence or two. Do you sound like a recording? If you give that impression to a caller, the person on the other end of the line might just hang up because she wants to talk with a live person, not a machine. Keep all parts of your script brief and give the operator relaying your message time to breathe and sound like a live person when you create your script.

• Less is more. There’s a temptation to try and pack all the information about your company into your call center script, including providing an operator a copy of your frequently asked questions list (FAQ) so that he or she can quickly scan the file and answer 99.9 % of your callers’ questions. However, this skill takes practice and training on the part of the operator and patience on the part of the caller. Long pauses to look up information, add expensive minutes to the call and are frustrating experiences for the operator and the caller alike. Extensive account training is available through most call centers, if your budget permits. If this resource is not an option for you, limit the information available to the operators to a few facts about your product or service, and let them know that it’s okay to ask callers if someone from the right department can return their call and answer their questions in depth.

• Test. Call your account weekly and test to make sure that the operators are following your instructions, are handling your scripts the way that you expect, and are able to easily access the information that they need to take your calls. After the honeymoon period with a new account, operators often grow lax and shorten your script, or improvise far beyond the call of duty. This can be detrimental to your business. Make sure that you follow up with your call center to make sure they are serving your needs.

• Tweak, and tweak again. Review your script from time to time, and see if it’s still leading to action. Ultimately, your script should lead to a sale, an appointment a request for more information or further contact from your office. Check your call logs and any statistics your sales representative provides you with on a monthly basis. If you notice a downward trend in your results, work with your sales rep to change your script.

These suggestions are only the beginning of creating a successful call center script for your organization. Work with your sales representative and listen to their suggestions, add your own, do your market research and your script will be a success. Clear communication starts with clear instructions from you, and clear voices on the answering end of your phone lines. Your call center will work with you to make sure that all of your needs are filled over and above your expectations.

This is true sometimes, but not always the case. Take for example, hold music, or other kind of on-hold messaging you might be offered by your provider. Common sense would tell you that it’s better to have something playing for your callers who are on hold than to subjet them to dead air.

Sure, its fair to say that, in theory, some kind verbal message, or at the very least music – almost anything but dead silence, right? No question. Statistics and common sense should both back up this assumption. Realistically, though, there are several exceptions to this thought, that may not spring to mind right away.

WARNING! This might be considered humorous if it wasn`t so sad.

Although free maybe especially appealing to businesses that just don’t want, or can’t afford, professional voice talent, I only have one thing to say. Resist the temptation!

If the quality of your audio is this bad, not only will it project an unprofessional, even fly-by-night image but as businesses with professional, high-quality onhold messaging or music become increasingly the norm, the detrimental imaging suffered by those who have not yet optimized their callers on-hold experience becomes potentially that much greater.

Now, I know that when I find myself on hold and subjected to bad audio, cheesy music, and/or poorly written announcements, the experience seems even more painful than it used to five or ten years ago! Back then it might be considered somewhat comical.

Here`s just one particularly egregious example of how cheesy hold options appears to your customer.

True, you definately will save a few bucks on the front end by doing your on hold music or message on the cheap, but as with all of your other marketing and imaging tools, you get what you pay for. Your business image really is everything, and when it comes to your ability to compete and survive in a down economy, like this one, you have to eliminate any and all threats to potential sales and the resulting profits or loss. Don`t let crappy onhold messaging be the weak link in the chain.

If you decide to find some source of free music to play on hold, or to write and produce your own on hold messages, be prepared to accept the consequences. Otherwise put a bit of time, effort, and energy into researching the education necessary to ensure that you are not shooting yourself in the foot.

A better, most cost-effective option is to use a service who specializes in on hold music and messaging. But be sure to pick one who has the expertise and experience to deal with not only the technical and equipment issues but writing and production as well as covering all legal and copyright infringement bases.

And under all circumstances avoid the `radio feed`option. Believe me, there really is nothing worse having a potential customer hear your competitor`s latest sales pitch while waiting for you to make time for them. But then that would never happen to you.

Would you know if it did?

For some individuals, blogs are their projects of every day living, as they talk about their daily episodes as well as make tribute to friends and family. Furthermore, blogs assume a profound meaning written to compose and assemble political statements, endorse a product, supply information on research, and even offer tutorials. Any subject that are of your interests, you can be sure that someone has written a blog about it.

Blogs are now being written by musicians, politicians, sports figures, novelists, newscasters as well as other known figures. It is this blog fever that has raised controversy. The fact that anyone can compose and regarding any subject matter under the sun, complaints about certain write-ups are an issue. In a lot of blogs, names are being mentioned; do bear in mind that although you are entitled to write anything that interests you in a blog, you have to be very careful and take in a lot of responsibility. Do not make any statements which can become controversial; or else, be very prepared.

Why a Blog?

1. For personal acquaintances, relationships and hobby. A person can write a blog about his daily activities, what’s going on with his life as his way of telling his family and friends the things that goes on in his life. Likewise, one may also write a blog just so he can express what he feels about himself, or about a certain subject matter that is of interest to him.

2. Topical. Some blogs are committed to a precise topic, like computer hardware or politics. These are frequently read like magazines.

3. For marketing. Corporations are too, into blogging; when well written and implemented, this kind of blog can be a powerful instrument for business communications, forming eagerness and anticipation regarding their products and services offered, or used as tool within the company, keeping employees well informed about company issues and news.

Why someone else’s software?

A lot of Web designer and creators will laugh at the belief and idea of utilizing the software of someone else. This is can be correct especially when each software greatly differs from the particular requirements that a client may have. Yet on the other hand, when it refers to a Weblog software, there is no reason for apprehension in the use of a package that is pre-written, as most packages were developed through years of study; not just knocked together over a couple of days.

In addition, one may study its feature set. For a developer, it would take a lot of time and effort to write and compose from “nothing at all” every single feature in the Weblog software packages of today. For most people, a blog is there for the main reason that chooses to publish or make known your literature and texts on the Web, so you want to spend your time more on writing than coding.

Hosted Services

If one wishes to start broadcasting on the Web, yet does not have web hosting, one can consider looking into a hosted service, which includes Blogger, TypePad, Live Journal, and more.

These services are operated or handled for an individual, so there is no need to concern one about technical upkeep of one’s Weblog; instead, one can concentrate on his blog’s appearance and content. In just minutes, after signing for an account, one can readily start his own blog. Many such services are offered free, such as blogger. TypePad charges a minimal amount for monthly service fee.

Self-Hosted

When one has Web hosting on hand, or is eager to buy hosting, in which one feesl that the advantage will prevail over the problems of keeping up your own blog connection and installation, then you may want to take into account a package that is self-hosted, which includes Movable Type, Textpattern and WordPress.

Other hosting companies did construct the process of installation easier, permitting installation with just a click from a control panel that is browser-based. It is important that you check with a hosting company so you can view if this function is offered. Similar to hosted services, some self hosted packages are made available either for free or for a certain fee which is dependent on the type of package that you choose as well as the basis why you are using it.