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Creating Proactive Rather than Reactive Customer Service = Happy Customers

Many people believe that the best customer service is a fast reaction. The faster you react to the problem, the better it is for all involved- the customer, the business owner and the customer service representative. Although a fast reaction to a problem helps when it comes to a customer complaint, there is a more effective method of customer service.

It is called the proactive method.

While reactive customer service waits until something bad has happened and then works to soothe the customer, proactive customer service thinks ahead to build a good relation with the customer while planning for problems.

Then, if a problem does occur, the proactive approach to customer service will go much smoother than the reactive method.

Unlike the reactive method, the proactive method is threefold which takes into consideration communication, planning and reaction time.

• First of all, the proactive method works on the basis of good communication skills. Before you can even consider what ‘might’ happen, you need to step back and focus on building a good customer relationship foundation.

Make small talk, remember names and show your customer that you are interested in them as a person, not as a potential profit. Building a good rapport with your customer’s early on will ensure that, if there is a problem down the road, they will be less likely to have a huge blow out.

• Secondly, plan for the worst. This may sound silly but it is the best way to ensure that you will know what to do in all problematic situations.

Make a list of all things that could do wrong with possible solutions. That way, if something goes wrong, you will know exactly what to do to fix it. This is the proactive approach to problem solving and it can make or break your company.

• Finally, the proactive approach to customer service works on the basis of efficiency. If a problem comes through, you have the good customer service and the knowledge to find the solution fast.

So do it. Put finding the solution on your list of top priorities and get the job done as fast as possible. This will demonstrate to your customer that you care about their complaint and fixing their problem with utmost efficiency and care.

To learn more about the benefits and process of creating a proactive method to customer service, subscribe (at the right) or check our publication “Customer Service Profits” .

Although a fast reactive time is extremely important when it comes to good customer service, the proactive approach is a much better method of customer service.

Not only does the proactive approach take into consideration the fast reactive time but it also works by building a good rapport with the customer and planning ahead to ensure the problem is easily fixed.
The proactive approach to customer service will reduce any customer angst or stress and also make your job much easier.

Happy customers equal a happy business so plan for success with proactive customer service.

The fast technology has enabled customer to be in touch with the customer service officers. Various mediums to do so are phone lines, email fax and other forms of communication. These have developed in the past few years and are therefore extensively used by the companies to increase communication with their customers.

In the Philippines, a new creed of professionals are developing as they are providing one of the best customer services.

This is because numerous companies are sending their outsourcers to Philippines as there are benefits such as a move to be offered. Out here there is a strong etiquette which teaches these customer service officers how to handle the customer over the phone. It is the kind of culture that has developed in each Filipino.

They are ready to provide help to the customer until the problem is completely resolved and the issue has been put to rest. The real test comes when these customer service officers have to deal with irate and incorrigible customers. Patient is a virtue and these customer service officers have it imbibed in them.

The easiest solution would be shouting back at such customers but they don’t prefer it that way. The most important reason as to why this cannot be done is because of the legal hassle but they go ahead of all this and stay calm and resolve issues with utmost care.

Customer care is the first place where a company provides a helping hand to their customers by addressing all their quarries.

Though the world has a very negative approach but this new form of etiquette is welcomed and considered as an important development for moving forward.

It is wrong to think that the customer service officers are handicapped and cannot retaliate with restricted choice.

It is important to know that the various customer service officers are dedicated to their clients. Their commitments are shown in the manner in which they deal with the customers. They make their experience pleasant.

It is important for these officers to learn that only patience and courtesy might not be enough for impossible customers. For this they need to learn vital tips and additional techniques. This important because there are customers who insist that what they say is true even if it isn’t.

These customer service officers have to put up with demands that could be both ludicrous and crazy. These customer service officers have to be careful that they are both courteous as well they have o protect the interest of the company.

Sometimes we forget that etiquette on phone is a two way traffic! But unfortunately the burden of maintaining the decorum fall o the shoulder of the customer service officers. The Philippines are doing a good job in training their officers in such a way that they are able to deal with such situations.

Don’t think that customer service is a nightmare. If the proper kind of training is received, with the right kind of knowledge and skill, maintaining good customer relations will not be a tough call.

Success!

Fred Lotgering

LotCon Biz Solutions

http://www.lotcon.net

As sales man, I would definitely try to involve more time at making sales rather than wasting my valuable time learning how to operate the CRM. I would want an efficient interface that will enable me to have the customer information handy.

More efficiency means more money.

I have with time, realized that most CRM programs are not designed to support business like mine, therefore it is necessary for me to have a CRM designed to provide for me vital information that would be critical for me.

CRM is very accurate as it offers accurate information. If you are new to CRM get use to this. You may not be used such accuracy while getting information from the company’s database. CRM program needs to be used to the fullest. You would be lucky if your program has the ability to capture and process relevant information. Don’t make it a mere tool which is not used properly instead use it 100%.

CRM secures information by promote collaboration. As the information and feed back I get from my customers are sensitive, I appreciate that CRM keeps it to authorized people only.

A CRM needs high level of security but on the other hand it should be easily controlled and administered.

As in past the story of CRM drove me crazy. Reporting was such a menace. CRM helps to produce all the vital information, such as customer information, customer history and performance. CRM also helps in producing the history in a report form.

CRM has the ability to produce the variety of information in a professional way. One should be aware that a powerful presentation keeps the customer satisfied. This satisfaction can be the base to some new opportunity.

While choosing the customer relationship management program be careful that you choose the one with this feature. Affordability is very important. Make sure that your program is affordable because there is a wide variety of CRM at various prices. There would be many CRM programs offered at very high prices. Make sure that you do an extensive research so that you get the best buy.

In my office I decided to get hold of “seat” for the offered price was excellent. In the pat we had four different kinds of CRM used by four different salesman, which was a little over the top!

CRM would help you to increase your productivity as it did in my case and the best part of the deal was that it did it without really adding on the expense.

You would be surprised if you see how CRM has benefited us. It has increased growth, brings about a healthy practice, encouraged policy driven program and made the work flow integrated. Your CRM should have the ability to add different programs to increase its usefulness.

Don’t migrate from program to program, thinking that the CRM no longer suits. You must know that most CRM has the ability to adapt to standard office desktop application such as ms outlook. Purchase your CRM from a forward thinking company as the key lies there.

The popularity of CRM software (customer relationship management software) is fast increasing. The reason for this increased popularity is that people are being aware of CRM, and they are using it for customer service.

It’s easy and user friendly technology is also providing an impetus. CRM provides the companies with the features that they benefit from. As a result of this the demand is increasing. Companies, nowadays with their growing call centre demands need this software even more.

Let us now see the benefits of using CRM software.

Its helps in keeping a track of the customer and vendors in an organized way and this is mainly because of being a customer support software. its additionally feature lies in the fact that being a web based software it can help in various things such as keeping in track of the dates or a list on contact.

Call centre software are potentially very strong as they can do much more. Strangely most businesses don’t make the full use of the CRM and fail to realize that it is very efficient.

This software is helpful in keeping records of names and dates, with additional feature such as remembering sales, returns, important dates, and reminds people of tasks they must do. This is definitely a boost as people within the company don’t miss out on dates and important deadlines, meetings, phone calls, or anything else.

The task of good web base software is to enable you to keep in contact with both customer and client that would help them to receive high level of customer care that they need. When customer feels that you’re responding to their quarries they feel important and that helps the business to grow.

Only good call centre software helps your business grow, repeat business and attract new customers.

Web based CRM software provide higher level of service at cost effective price. So we see that customer support is no longer expensive.

Let us see the options that we are open to when it come to CRM? Microsoft is a definite choice as it provides all your CRM needs and is gaining popularity with time. This Microsoft CRM avoids problems that may incur while interacting with clients. CRM helps in making a relationship rather than breaking it, so hopefully its importance is understood.

CRM is specially designed for the small business and provide a complete customer relationship management solution as you may not run an international operation.

CRM is an apt solution for small scale business.

Proper functioning businesses need CRM. It keeps a critical watch over, and helps the business to be organized. It deals with client in the best possible manner. Including CRM will be beneficial as it is a strategic move.

Even while choosing a CRM do make sure that you do a lot of research. An extensive research would help you to find out the right software for your business. So we can see how CRM build a company’s reputation among its customer and helps it cater to their needs. And also help the company to achieve greater heights.

EXE errors or errors caused by program executable files are common on most computers, and if you have been using your PC long enough, you most likely have faced this error at some time or another. What makes EXE errors so rampant is the sheer number of these files that exist on any computer. All computer applications make use of EXE files and therefore, a small probability of some glitch in them is always there.

Some of the common EXE errors may occur when you try to install applications like products from the Symantec Corporation on your PC. Symantec is one of the flagship enterprises that produces great products related to computer and internet security. Unfortunately, Symantec products are notorious for hogging your system resources and at times, cause more issues than they actually fix.

One of the most common Symantec problems is high CPU usage by the ccapp.exe process, lucallbackproxy.exe process and other important Symantec processes. Most of the times, these issues occur if you fail to update your Norton product. So, if your Norton is consuming a lot of resources, try to update it to resolve the issue.

At times, high CPU usage is reported if a Symantec security software, such as Norton Antivirus tries to scan folders that comprise several zip and nested zip files, such as the SoftwareDistribution folder that is used by Automatic Update to save the latest Windows updates on your computer. The best ways to resolve these problems in this case is to exclude such folders from the scan. You may scan these folders separately once in a while when you are not working on your computer.

Just like any other software application on your computer, Symantec products may generate errors if one or more of their files are corrupt. You may try to replace the corrupt file if it is reported in the error message. You may even try to update your Symantec product. However, if nothing works, it is best that you uninstall the software and then perform a fresh install. But here comes the tricky part. Almost all Symantec products, especially the security tools, come in quite big packages that add a large amount of files and registry entries. Most of the times, it is not possible to perform a complete removal by uninstalling Norton using the Add or Remove Programs utility. This is the reason why Symantec recommends and provides the Norton Removal Tool on its Web site. You can use this tool to completely uninstall your Symantec product. It is also recommended that after you uninstall the software, you use a good registry cleaner tool to scan your registry and weed out any left over entries.

One of the common problems that really frustrate Symantec users is when they try to upgrade to a new version of the software. Many users complain of high CPU usage and errors after the update is complete. In such cases, the only way out is to use the Norton Removal tool to completely remove the older version and then install the new version. If nothing works, and you still keep suffering from Symantec problems, then the only way out is to completely remove the Norton product from your computer and get yourself a lighter and probably, more efficient, antivirus tool.

EXE files are executable files that are used to install and run programs on your computer. These files are one of the most useful types of files as the operating system is dependent on these files to run different programs.

However, many malicious programs are known to camouflage themselves as genuine EXE files and cause harm to your system. Additionally, there are many EXE files that are known as Trojans.

In this article, we will take a look at three sinister EXE files, smss.exe, winivstr.exe and d.exe, understand how they affect your computer and ways to get rid of them.

Smss.exe – The genuine smss.exe file is a safe file that is responsible for handling user sessions on your PC. However, the W32.Dalbug.Worm is known to spread itself on Microsoft IIS and Windows 2000/NT/XP computers by adding a malicious smss.exe file to the system. The main job of this smss.exe file is to ensure that services of W32.Dalbug.Worm are running by checking it every 3 seconds.

Winivstr.exe – Winivstr.exe is a malware program. This program is hard to detect and most computer users are unaware of its presence. One indication that your PC is infected with this harmful program is when you receive a pop up message informing you that your system is infected and prompts you to download an up-to-date antispyware utility program. This in fact is a trick to fool innocent computer users into downloading the antispyware tool which only increases the infection, causing more harm to your system.

D.exe file – D.exe is a known Trojan that gains entry into your PC through an email attachment. The d.exe Trojan is used by WormMytobGH and Trojan.Dropper-AZT malware programs and it not only adversely affects your system, but is also a threat to security. The d.exe Trojan steals your personal information and sends it to an external source for malicious use.

How to check if your PC is infected with malicious programs

You can follow the steps listed below to determine if your system is infected with any of the above malicious programs:

1. Press Ctrl + Alt + Del to open the Windows Task Manager window.
2. Select the Processes tab and then click on the Image Name column to sort the different processes alphabetically.
3. Go through the list and see if you can locate the smss.exe, winivstr.exe or d.exe processes running on your PC.

Methods to deal with malicious programs, such as smss.exe, winivstr.exe and d.exe

You may perform the following tasks to get rid of malicious programs and also prevent harmful programs from gaining entry into your system:

1. Implement a Firewall to block unwanted incoming internet traffic.
2. Disable the network shares that you no longer use.
3. Update your antivirus and antispyware tools with the latest definitions and schedule regular full system scans to keep your PC free from malware programs.
4. Update your operating system, device drivers and applications with the latest service packs and security releases.
5. Avoid opening attachments that come with unsolicited emails.

Often, malicious programs such as the ones listed above deliberately attempt to corrupt your system registry by filling it with unwanted and obsolete entries, which in turn lead to various system errors. To prevent these errors and improve your computer’s performance, it is imperative that you regularly scan your system registry using a robust registry cleaning tool.

Detachment

Everyone likes a little bit of concern and a show of interest, and this is why customer service should never appear to be disinterested in a clients likes, dislikes and even their personal details like profession and family. Always take care to listen to them and never presume to know their mind. And remember presuming and trying to provide solutions for their so-called problems is the worst mode of action in this field of work.

Inhospitality

When customer service is what you do, then the unforgettable code is “never let a customer feel uncomfortable.” This holds true in the case of the kind environment you handle business in and the people who handle the cases. This is especially crucial because different customers have different criteria for what they deem uncomfortable. So once again know your customers, their nature and status, and accordingly deal with them. Take them out, make them comfortable and then do business.

Rudeness

A mere courtesy statement is not what is required from customer services. Clients are more attuned to you and your attitude towards them than you are aware of. So possessing and holding forth a right, welcoming, easygoing body language is extremely necessary. In fact a nice confident greeting along with direct clear eye contact can go a long way in breaking the ice with clients and winning their trust.

Attitude

Just like your day is made up of ups and downs, so is your clients. A previous brawl or an unhappy incident could have soured your client’s mood just as it could have yours. So, remember to gauge the attitude of your customer and handle them accordingly. An optimistic and helpful attitude on your part will go a long way in making your client feel better and vice versa. So remember to always uphold a positive image in front of clients to help them feel better.

Ignorance

Not knowing what your customer wants is the worst fault of customer services. As mentioned earlier listen to your customer, their priorities and accordingly help satisfy them by giving them the best. If you act without knowing, not only will it cause customer dissatisfaction but also needless hassles on part of both your customer and you.

Inaccessibility

Answering machine like looped messages being replayed into a customer’s ears is probably the most annoying thing that your client can face. So the first job of any effective customer service is to be available when the client needs you. Aiding them is your job, not leaving them hanging…so make sure you give them right direction and help solve their dilemmas.

Invalidation

Get what you have promised done as soon as possible. Inability to keep your word is one of the greatest sins in the area of customer services. Not only will it take your client’s trust away from you and depress them, but it will also deter him or her to deal with you again. So you should always follow through with deeds, objects and quality of services and goods as you have promised to ensure good rapport in the future for their benefit and yours.

Good customer service can make or break your company.

After all, your profits directly come from your customers.

And the best way to keep the profit rolling in is to keep your customers coming back for more.

To ensure that your customers are 100 per cent satisfied with every experience you need to figure out a way to make every experience a good one.

Unfortunately, not every customer service experience is perfect. Often there are complaints to take care of or problems with the product, service or system that are unavoidable. Many times customers can call screaming, frustrated or upset and many times customers feel unsatisfied with the state of things.

It is your job to fix these problems and offer an incentive to ensure that even these bad experiences are transformed into good ones.

Need some ideas?

Read on to explore some of the situations that have personally made me a loyal customer.

One of my favourite electronics store always greets their customers with a smile, a friendly attitude and a promise to give you the product at a discount.

The simple “it’s usually 50 dollars but I can give it to you at 45 for today only,” is a sure-fire way to make a sale and keep the customer satisfied.

I am sure that the customer service sales rep gives all his customers the same deals, but it makes me feel special and this keeps me coming back time after time.

Even bad situations can be made good again with the right customer service.
Have you ever ordered take out and the staff has messed up your order? Well I have. My favourite take away restaurant once confused my order with another person’s and gave me the corrected entire meal for FREE.

Although I had to wait an extra couple of minutes, the generosity was unexpected and 100 per cent appreciated. Now I go there at least once a week and they have yet to mess up again.

Similarly, even ugly situations can be taken care of effectively and efficiently with the right customer service approach.

How‘s this for an ugly situation: On a family vacation to Disneyland, we rented a four-door coupe to travel around California. However, when we arrived at the car rental shop, our four-door coupe was all sold out.

Flustered, upset and in a foreign state, the situation could have gone from bad to worse. However, the customer service representative upgraded us to a convertible for no extra charge and even threw in a free camera for the trouble.

Crisis averted and loyal customers convinced. It all comes down to good customer service, no matter what.

In each instance, the customer service sales rep went the extra mile for me and made my customer service experience a great one, even if the situations were less than ideal.

Running your business with customer service as your number one priority will ensure that your customers remain loyal, your company remains trusted and your business remains profitable.

If you have a website right now, you need traffic. Not just any traffic, but highly targeted traffic ready to pounce on your offer! A properly installed WordPress Blog is one of the BEST traffic generation tools on the planet — not just any blog, but a locally hosted WordPress blog.

WordPress is the blog of choice for TOP internet marketers, regardless the niche or market. WordPress has numerous, high impact plugins and can be easily customized to help you get that target traffic you want –and need for maximum profitability.  A default WordPress installation is usually NOT search engine friendly (but it can easily be made that way).

Mike Paetzold shows you with WordPress Made Easy how to cut through the clutter the quick and easy way, save time, save money and eliminate frustration — simple as 1, 2, 3 to get YOUR BUSINESS BLOG going in less then an hour!

So we just upgraded our blog to WordPress 2.8 and went a step further and optimized it with plugins etc. as described in Mike’s WordPress made Easy!  Mike have been blogging since before there was a WordPress. Through consistent testing Mike always changed the plugins and finding better ways to optimize the software.  Several “How To” video’s are included in his package!

You should upgrade and optimize your blog too using his easy guidelines!

Success
Fred Lotgering
LotCon Biz Solutions
P.S. Mike has a special promotion of WordPress Made Easy until June 13th ! !Save $20 – Special re-launch discount only until June13th midnight edt