Guest Writer

5 Tips for Great Telephone Customer Service

Editor’s note: Most businesses don’t provide good enough customer service to even keep their current customers happy. This guest post by Nick Lewis explains the principles that you need to follow.

In a previous life I spent a long time as a telephone based customer service representative.

It was a very informative experience, and one I’m reminded of every time I call a call centre or receive calls, warm or cold, from banks, charities and so on.

As anyone who has ever been frustrated by a call centre experience (pretty much everyone) can tell you, great telephone customer service is pretty hard to come by.

It’s also one of those ‘little things’ that can easily be forgotten about by small business owners or sole traders, but the quality of your phone service can easily be the difference between a happy customer and a disgruntled one.

Here are 5 tips for you, or your employees, to help you give great customer service on the phone…

Scared of Outsourcing Your Customer Service?

Setting Up a Call Center

When your company grows, one phone isn’t enough anymore… photo: David Long

This guest post is written by Gere Jordan.

When you call a business and reach a courteous, seemingly scripted customer service representative, you generally feel like you’re speaking with a bigger company. For good or ill, these are the companies that have the resources to man such an operation.

Despite the sometimes negative experience associated with calling customer service, deploying one for your small business can have a positive impact on customer satisfaction and, ultimately, your bottom line. You just have to take the time to do things right.

Branding with Images that Stick in Customers’ Memories

This guest post is written by Jenny Sampson.

There are a percentage of business-owners who seem to overlook the power of a great logo. We’ve all seen it, a sign on the road where a pyramid ripped off of clip-art is the best they manage when it comes to their company’s visual representation. With some of the best companies, however, symbols and pictures anchor themselves into our minds.

The US Dept of Labor tells us:

“Studies by educational researchers suggest that approximately 83% of human learning occurs visually, and the remaining 17% through the other senses – 11% through hearing, 3.5% through smell, 1% through taste, and 1.5% through touch.”

Further research has demonstrated that pictures are more easily remembered than words. Thus, a brand logo or icon is an important choice to make.  This leads us to a couple of questions: 1, How should you choose one? and 2, How do you avoid choosing a weak one?