4 CUSTOMER
THATWILL RUIN RELATIONSHIPS AND REPEAT BUSINESS
SERVICE MISTAKES
some of the most common customer service killers and advice on how to avoid them.
Bezos, “The best customer service is if the customer doesn’t need to call you.” Focus on customer service every step of the way rather than only using it as damage control, and you’ll start getting those five-star reviews.
POOR LISTENING SKILLS
There is nothing more frustrating for a customer than feeling like they’re talking to a brick wall. Having a system for customer complaints and feedback isn’t a bad idea, but being inflexible is. Remember that you’re talking to a person. The more closely you listen, the better you’ll be able to address their concerns. Rob Pace, CEO of feedback software company HundredX, says, “The ultimate goal is for the customer to feel they are heard.”
FORGETTING YOUR MANNERS
This might sound basic, but you’d be shocked by how often politeness gets overlooked. The most important phrases a customer service rep can learn are “thank you” and “I’m sorry.” Practicing good manners goes a long way in building trust and ensuring customers feel cared for.
REPETITION, REPETITION, REPETITION
ONLY BEING REACTIVE
If you have a customer on the phone, you should never make them tell you the same thing twice. Information should be recorded and easy to hand off in the event of an escalation. You can bet that the third time you ask for a customer’s email, they’ll respond with a mountain of irritation.
According to entrepreneur and “Shark Tank” investor Daymond John, “Customer service is more important than anything else in your business.” Without high-level customer service, you can kiss repeat business goodbye. Here are
Customer service doesn’t just happen on the back end. Working to create a great experience on the front end will impress customers and cut down on those after-purchase calls. To quote Jeff
As our society adapts to changes in assisted reproductive technology, we are faced with complex decisions about what we should do with our power to bring life into the world. Women are having children later in life. According to the CDC, 2016 marked the first year ever where women in their early 30s had babies more than any other age demographic. One reason for this barometer movement is the ability for women to take control over their rights and the circumstances in which they have a child. It also indicates a paradigm change of how women view their roles in the world. Apple and Facebook saw this movement and created a controversial new benefit for their employees. According to multiple studies, anywhere from 30–43 percent of mothers leave the workforce after having children. If you’re a massive technology company that relies on highly skilled workers, retaining top talent is of utmost priority. These two industry leaders understood the necessity for employee retention and offered up the ability for female workers to freeze their eggs in The Answer Will Surprise You WHAT DO REPRODUCTIVE RIGHTS HAVE TO DOWITH YOUR ESTATE PLAN?
order to delay motherhood. The service and the intent behind providing it raised a lot of questions on women’s rights. But one significant question was overlooked: How does this affect an estate plan? WHO HAS RIGHTS? Few people who consider freezing their eggs think about how doing so might affect their estate plan, but let’s look at this unique situation: Let’s say you have a daughter, and she decides to have her eggs frozen, but before she has a child, she passes away. What happens to those eggs if they do not have any clear designation? Custody battles over frozen embryos have exploded in recent years as this situation becomes more prevalent. HOW DO YOU DEFINE FAMILY? If you take the example one step further, what happens if, after your daughter’s passing, her husband gains custody of the eggs and then decides to have them implanted in a surrogate mother? Does that baby then become your grandchild? And does that grandchild need to be factored into your estate plan? Having an effective estate plan is all about asking difficult questions. It may be uncomfortable at the time, but setting up a clear line of succession is the only way to make sure your wishes are carried out without complication. Reach out to us today and let us show you how to set up a thorough plan for you and your family.
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