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Download Creating Customer Connections: How to Make Customer Service by Jack Burke PDF

By Jack Burke

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Public relations articles? Prior use? Does your product create new or additional problems? Need for tech support? Warranty service? Operational problems? Could your product be easier to use or purchase? Product improvements? Streamlined ordering process? Do your customer's needs surpass your service capability? Customer service improvements? More personnel? New technology? Does your customer view the relationship in a positive manner? Satisfaction levels? Developing nexus? Referrals? Endorsements?

Normally, I recommend sticking to your image and changing your marketing and customer service. However, there is an exceptionas always. Refer back to the results of the survey of your 10 best clients. Does their image of you coincide with your image of you? If it doesn't, you may want to think about changes to your definition of yourself. Following the old 80/20 rule (80 percent of your business usually comes from 20 percent of your clients), their image of you is the image with which they choose to do business.

You'll often find procurement agents, contracting officers, multiple layers of management and even boards of directors involved in the process. Question: How do you offer high-quality customer service to all these people? Answer: Concentrate on guiding the process along the client nexus. Selecting a product is seldom a solitary task. Great sales help at the local department store often makes the difference between time wasted in aimless wandering down the aisles and an informed selection between products with similar features.

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