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A 3-Step Customer Service Guide for Your Team

A 3-Step Customer Service Guide for Your Team | Customer Service Rocks! | Scoop.it
What you can do about that moment of truth, when a customer decides to stay or go.
Wellness Rep's insight:

And #3 hits home with the use of social media today. Your customer service policies and actions affect your reputation - always.

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Addressing the #1 Customer Service Expectation: It’s About Time - Business 2 Community

Addressing the #1 Customer Service Expectation: It’s About Time - Business 2 Community | Customer Service Rocks! | Scoop.it
The need for speed: 71% of digital customers expect assistance within 5 minutes http://t.co/PgnLgiaCCW
Wellness Rep's insight:

If you value my time by expressing a sense of urgency, by responding quickly to get a resolution, by acknowledging that my time is important to you and to me...you are on track to providing excellent customer service.

 

I don't have all day to wait for YOU to decide that now is a good time to contact the service people.

 

Make it all about the customer and you're going to not only keep them as a customer but get new ones through recommendations.

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When It Comes to Customer Service Telephone Still Trumps Social Media - Sharyn Munro Virtual Assistance

When It Comes to Customer Service Telephone Still Trumps Social Media - Sharyn Munro Virtual Assistance | Customer Service Rocks! | Scoop.it
Social media is becoming a customer service trend, but the telephone is still the preferred contact method for many customers - so you need to make it work.
Wellness Rep's insight:

Social Media is a tool that is used by customer service people - not the customer service channel. It's the people behind the tool that make the difference in your organization. Are they available to discuss issues by telephone or in person? Are they trained to understand their limits of authority in helping the customer? Do they understand and exhibit professionalism with personality?

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10 interesting digital marketing statistics we've seen this week

10 interesting digital marketing statistics we've seen this week | Customer Service Rocks! | Scoop.it
Here are some of the most interesting digital marketing statistics we've seen this week.
Wellness Rep's insight:

Just how many people actually expect to receive customer service via social media? According to this recent stat, only 11%. Which means that your clients could very well be pleased and surprised that you're paying attention - when you respond to them on social media platforms. Remember, social media is simply a 'place' where conversations happen - treat it like your face to face conversations with clients. They will appreciate you for it.

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Online retailers offer the 'highest standards of customer service' - Fresh Business Thinking

Online retailers offer the 'highest standards of customer service' - Fresh Business Thinking | Customer Service Rocks! | Scoop.it
Online retailers offer the 'highest standards of customer service' Fresh Business Thinking A fifth of consumers (20 per cent) ranked online retailers as providing the highest standards of customer service against a list of 13 organisation types in...
Wellness Rep's insight:

Online retailers are providing better customer service than stick & brick businesses - is it because they're familiar with online communication tools? Is it because they're 'online all the time' and able to respond to customer inquiries? Or is it because they know the importance of taking care of the customer? Think about this: your customer is standing in front of you, right now, using their smart phone to post something on Facebook or Twitter. Is your name or business name included in that post?

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25 Skills for Excellent Customer Service - SiteProNews

25 Skills for Excellent Customer Service - SiteProNews | Customer Service Rocks! | Scoop.it
by eyecandyinfographic. Explore more infographics like this one on the web's largest information design community - Visually.
Wellness Rep's insight:

Excellent list and nice infographic regarding customer service skills. In the wellness industry 'being nice' seems to be the primary skill shown to the customer - and that's not bad. But, there's more to service than smiling and being nice. And really, how nice are you to the angry fitness center customer or employee? How nice are you to the visibly ticked off body builder? Other skills come in to play.

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6 Winning Customer Service Habits

6 Winning Customer Service Habits | Customer Service Rocks! | Scoop.it
OK, so you love your work and hopefully, you love your customers. But everyone needs a little reminder of all the important things that customers need to feel the love!  (Or maybe, your staff could...
Wellness Rep's insight:

Yes, they seem basic but honestly - they're effective! Love that she provides a printable version for brick & mortars (and for those that need to tape it to their monitor!) How are YOU doing with your customer service?

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4 Ways to Use Twitter for Customer Service and Support | Social Media Examiner

4 Ways to Use Twitter for Customer Service and Support | Social Media Examiner | Customer Service Rocks! | Scoop.it
How to provide amazing customer support on Twitter. Here's what you need to know about the power of quick response time, personalization and direct messages.
Wellness Rep's insight:

Twitter for Customer Service makes sense if your customers are there! Personalize the response and you will look like a rock star with both your customer and your followers. Support in terms of offering tips related to your wellness specialty. Your customers are using social media, therefore you should be, too!

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A 3-Step Customer Service Guide for Your Team

A 3-Step Customer Service Guide for Your Team | Customer Service Rocks! | Scoop.it
What you can do about that moment of truth, when a customer decides to stay or go.
Wellness Rep's insight:

And #3 hits home with the use of social media today. Your customer service policies and actions affect your reputation - always.

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8 Ways To Use Social Media For Customer Service - Business 2 Community

8 Ways To Use Social Media For Customer Service - Business 2 Community | Customer Service Rocks! | Scoop.it
8 Ways To Use Social Media For Customer Service: http://t.co/SrBq6k6sIn via @B2Community by @johncheney #socialmedia #custserv
Wellness Rep's insight:

Nothing new here - except the idea that you can be proactive in your customer service while using social media. Educate your customers. Let them know of issues occurring (hostgator would have been served well by this one). Are you a brick & mortar spot? Then use Twitter to alert them to traffic or weather related issues.

 

If you're a customer centric organization then social media is the perfect place for you to be.

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Better Business Through Improved Customer Service - Business Intelligence Group

Better Business Through Improved Customer Service - Business Intelligence Group | Customer Service Rocks! | Scoop.it
Surprise: Better Business Through Improved Customer Service It should really comes as no surprise that improving customer service increases revenue by activating worth of mouth … (Better Business Through Improved Customer Service - #business
Wellness Rep's insight:

Interesting infographic. And though wellness providers (Chiropractors, Yoga Instructors, Fitness Instructors, Naturopaths, etc.) aren't listed as a group that realizes an improved ROI related to customer service - it makes sense that they would. The more personal the service, the better your customer service should be.

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Customer Service Tips: 7 Ways To Improve Your Skills TODAY

Customer Service Tips: 7 Ways To Improve Your Skills TODAY | Customer Service Rocks! | Scoop.it
Like any other skill, if you don't keep on top of your customer service skills, they will get dull and less effective. Sharpen your skills with these 7 customer service tips.
Wellness Rep's insight:

As always, a rehash of what most of us already know. Then again, it's always a good idea to review and remember so that we can practice and become better.

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Which Industry has the Best Customer Service on Facebook? [Infographic]

Which Industry has the Best Customer Service on Facebook? [Infographic] | Customer Service Rocks! | Scoop.it
In today’s click and get economy, customers are turning to social media networks more than ever to express an issue with a product or service. The trend is growing so much that Nielsen reports 1 in 3 users prefer to...

Via Baochi
Wellness Rep's insight:

This is how you, the wellness service provider (Chiropractor, Pain Management Clinic, Fitness Instructor, Yoga Center, etc.) can stand out in your industry and become a leader! We're here if you want help to set up a customer-focused social media response plan. We're also here to watch you succeed, so please let us know what you're doing in social media to respond to your clients' questions.

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12 social customer service tips for beginners - Econsultancy (blog)

12 social customer service tips for beginners - Econsultancy (blog) | Customer Service Rocks! | Scoop.it
12 social customer service tips for beginners
Econsultancy (blog)
Social customer service gets more interesting by the day. Increasingly, customers demand it, and brands can benefit from answering questions publicly.
Wellness Rep's insight:

Regardless of your business size, and whether you have customer service experience, this is a great list to 'check your status' in terms of customer service...online with social media and offline within the facility/building/office.

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A Zappos Lesson in Customer Service Metrics

A Zappos Lesson in Customer Service Metrics | Customer Service Rocks! | Scoop.it
Want to know the secret to customer service success? Here’s a peek into how Zappos measures productivity and performance unique performance metrics.
Wellness Rep's insight:

What is measured can be improved - and that includes the customer experience. If we have the customer in mind at all times throughout personal interactions AND business/office interactions, we will improve their experience and nurture loyalty.

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How To Spot Crappy SEO Pitches You Can Ignore

How To Spot Crappy SEO Pitches You Can Ignore | Customer Service Rocks! | Scoop.it
Just like anyone, I get crappy SEO pitches. My advice to anyone who gets these out of the blue is to ignore them. A good firm isn’t clogging your inbox with supposedly awesome sounding offers.

Via Bonnie Burns
Wellness Rep's insight:

We're an online marketing agency. Been in business since 2008 and doing well for ourselves and our clients. We get emails every day, sometimes 2 and 3 times a day, letting us know how 'their' SEO efforts will get us to #1 Ranking on Google. We're tempted to ask "for what keyword phrase - envelope licking device?

 

Knowing that Matt Cutts receives these same emails should be enough to tell us all - and you in the Wellness Industry - to ignore these unsolicited invitations and contact your own experts to work with.

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James Rukas's comment, July 17, 2013 11:52 AM
An important topic for those trying to keep SEO cost down!
James Rukas's curator insight, July 17, 2013 11:53 AM

http://spydummy.com

http://armeddefender.com

 

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Excellent Customer Service: 10 Reasons to Pay Attention

Excellent Customer Service: 10 Reasons to Pay Attention | Customer Service Rocks! | Scoop.it
Here are 10 reasons to pay attention to excellent customer service: Excellent customer service builds trust and confidence. Customer service builds brand awareness and brand confidence. Customer service builds trust.

Via Christophe Primault
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