SwaninCn
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Registered 2007-5-18 Products
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Customer Service Means Actions, Not Slogans
Every single contact your organization has with its customers either cultivates or corrodes your relationship.
't'i9h+p!["Y2Z)q:K6i:?-RFOB Business ForumThat includes every letter you send, every ad you run, and every phone call you make.
+R5F.~!j7f!vbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessThis includes every employee contact, from the CEO to technicians, sales force, support staff, and maintenance crews.
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In other words, your business is only as good as your worst employee! It`s a sobering thought, isn`t it? [A Professional Business Forum]1u(~:i.@*g,u/P+e.c
How well are you training your employees to cultivate your customers? Is anyone too high or too low to count?
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See yourself through your customers` eyes. In the vacation, my friends and I decided on a whim to see a movie. It was the last show of the evening, and, though we were ten minutes late, we didn`t feel missing a few scenes would matter. The cashier refused to sell us tickets because he had closed the cash drawer for the night. We asked him if it were possible to enter the money in the next day`s records. he said no. After speaking to two more employees including the manager, we left without seeing the film. They couldn`t take our money because the drawer was closed. Had the theater`s employees been trained to see situations through the eyes of the customers, we would not FOB Business Forum g2G.r7G8U1}+Z"M,B
have encountered three uncooperative and uncaring individuals. Taking money after the drawer is closed is
9O8c#K `2a8abusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessundoubtedly a nuisance, but it is revenue after all. Obliging customers brings repeat business, and repeat forum.fobshanghai.com-|9j-c:b(X'l9J!K*q
business is what we all strive for.
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4L8F$]%v!u6H2Z'dSee your company through the boss`s eyes.
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-z'T7c2a+F1v,C Eforum.fobshanghai.comOne of the goals of customer service training is to instill in all your employees the sense that it is their business, too. Build this sense of ownership by encouraging employees to see situations from the owner??s point of view. forum.fobshanghai.com,?7y w(N(Y*z;j/Q
If the theater employees had had any sense of ownership, they never would have turned down money. Which
$R;M'D2J1j.?FOB Business Forumday the ticket sale is rung up is irrelevant. Taking in money is what keeps the doors open and what the business is all about.
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Take the case of a manager for HSBC. He visited a local mall to buy fifty boxes of chocolates for his employees 0q3_,a6^3B7?1{+l#f
as thank you gifts. There were two candy stores across from each other. He entered the first store and
9e$D-W"|4{#I7`7H[A Professional Business Forum]asked if they accepted HSBC credit cards. Assured that they did, he selected candy totaling $500.
)\,@3x!m'A1W(\7L(L[A Professional Business Forum]Then he noticed the store had only posted Visa and MasterCard signs. Through the window, he saw that the candy store across the way had the HSBC logo clearly visible on its door.
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The manager explained to the salesperson that, as an HSBC employee, he couldn??t in good conscious give his forum.fobshanghai.com:X$c&~0W&e8L+G
business to a store that did not advertise the card. "I hope you??ll understand that I??ll have to take my business to a store that does," he said. Just then, a sixteen-year-old stock boy asked him to wait a moment. The young man ran to the other candy store, picked up an HSBC application, ran back, cut out the HSBC logo, and taped it
@/?(V)@)A7| }6D[A Professional Business Forum]to the register. "Is that good enough, sir?" he said. Needless to say, he made the sale. 4}+U;Q;A%k/J
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Now that employee had no long-term career strategy with the candy store, yet he instinctively knew to take
+`1Z4H'Q9c(H Obusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessthe initiative, creatively removing the problem, saving the customer. He also knew that if he didn??t act as if his
)n4S+?$},Lname were on the door... it never would be. The best strategies are usually the simplest aren??t they? [A Professional Business Forum].p6h1M(Y-}#y
business forum,trade forum,business opportunity,Business China,Business India,Brazil business'i({6^*z(v
Everyone makes a difference., "For a company??s advertising strategy to work, it has to be handled not only
$r,t#]*O8j-^2W/qFOB Business Forumcorporately but also individually." No one is too important or unimportant to leave out of your positive PR loop.
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Seeing your business like a customer and a boss is a winning combination and a good place to start.  business forum,trade forum,business opportunity,Business China,Business India,Brazil business;q1g#E%c&E&l
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