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Quality Customer Service: Some Insider Questions Featured

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 First impressions are often wrong, yet they are very important. A single action that wows a customer, especially a new customer, may go a long way to influence a favourable opinion about the business. A single mistake by a customer service associate can also completely turn-off a new customer. Perhaps nothing is more important in customer service than getting it right at the first attempt.

 It's common to see customers rate the same customer service associate differently, from 'very good' to 'very poor'. From my experience as a customer service associate, I know how much first impression counts. It can either win you friends or earn you enemies. I've had some customers asking for a feedback form to compliment or criticize my service quality. Occasionally I go out of my way to go the extra mile to meet customers' needs, probably because there's not a high traffic of customers waiting to be served.

There are also times, especially when the shift is understaffed, where I am unable to pay adequate attention to some customers because of pressure from other customers waiting, getting impatient, and physically agitated. When faced with attending to customers who have been waiting for a considerable time, what will you do? There's this customer before you, they need your help with something that demands you being out of your desk for some time to attend to his need. Then there's this long line of other customers before you and they are eagerly waiting to be attended to. You know you're doing your best, but you're overwhelmed.

 Much has been said about seizing the moment of opportunity to wow customers and leaving lasting impressions with them. But when you are so pressured to the point that you are no longer in a position to deliver and your integrity is about to be compromised, how do you handle that? Quitting is not an option here. You love the job, you have a passion for it, you want to acquire the necessary experience and grow, but the environment isn't giving you the opportunity. What are the solutions?

 

Read 788904 times Last modified on Thursday, 11 June 2015 13:44
Wednesday, 10 June 2015 23:00

110367 comments

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    High costs are still a big barrier to prospective customers, said Alan Gibson, principal at Maine-based builder GO Logic, where a shell for an ultra-efficient, two-story, 1,400 square foot home with three bedrooms can cost around $600,000.
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    Homeowners also need to factor in additional costs, like buying and developing a suitable plot of land, and in some cases, getting access to water, electricity and septic, Gibson added.
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    The way to bring down costs, Gibson believes, is more panelized, multi-family housing.

    “It can be done so much more efficiently,” Gibson said, “and there’s a lot more repetition” for the developer, making the process faster and less expensive than custom multi-family builds.
    Goodson, the homeowner in Maine, was able to save big money with his engineering background and penchant for DIY. He installed a rooftop solar system and electrical improvements himself, saving hundreds of thousands of dollars in the process. He wound up spending around $500,000 in all, which he estimates was $200,000 less than he otherwise would have.
    “It’s a big number to swallow, I’m not making light of that at all, but it’s not that far out of what’s reasonable,” Goodson told CNN. It’s also not considering the long-term savings he will experience with no utility bills.

    He was also able to take advantage of federal tax credits that reduced the cost of his rooftop solar, which saved him more than $10,000 on his panels. Those tax credits are now endangered with House Republicans’ tax bill.

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    High costs are still a big barrier to prospective customers, said Alan Gibson, principal at Maine-based builder GO Logic, where a shell for an ultra-efficient, two-story, 1,400 square foot home with three bedrooms can cost around $600,000.
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    Homeowners also need to factor in additional costs, like buying and developing a suitable plot of land, and in some cases, getting access to water, electricity and septic, Gibson added.
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    The way to bring down costs, Gibson believes, is more panelized, multi-family housing.

    “It can be done so much more efficiently,” Gibson said, “and there’s a lot more repetition” for the developer, making the process faster and less expensive than custom multi-family builds.
    Goodson, the homeowner in Maine, was able to save big money with his engineering background and penchant for DIY. He installed a rooftop solar system and electrical improvements himself, saving hundreds of thousands of dollars in the process. He wound up spending around $500,000 in all, which he estimates was $200,000 less than he otherwise would have.
    “It’s a big number to swallow, I’m not making light of that at all, but it’s not that far out of what’s reasonable,” Goodson told CNN. It’s also not considering the long-term savings he will experience with no utility bills.

    He was also able to take advantage of federal tax credits that reduced the cost of his rooftop solar, which saved him more than $10,000 on his panels. Those tax credits are now endangered with House Republicans’ tax bill.

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    High costs are still a big barrier to prospective customers, said Alan Gibson, principal at Maine-based builder GO Logic, where a shell for an ultra-efficient, two-story, 1,400 square foot home with three bedrooms can cost around $600,000.
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    Homeowners also need to factor in additional costs, like buying and developing a suitable plot of land, and in some cases, getting access to water, electricity and septic, Gibson added.
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    The way to bring down costs, Gibson believes, is more panelized, multi-family housing.

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    Goodson, the homeowner in Maine, was able to save big money with his engineering background and penchant for DIY. He installed a rooftop solar system and electrical improvements himself, saving hundreds of thousands of dollars in the process. He wound up spending around $500,000 in all, which he estimates was $200,000 less than he otherwise would have.
    “It’s a big number to swallow, I’m not making light of that at all, but it’s not that far out of what’s reasonable,” Goodson told CNN. It’s also not considering the long-term savings he will experience with no utility bills.

    He was also able to take advantage of federal tax credits that reduced the cost of his rooftop solar, which saved him more than $10,000 on his panels. Those tax credits are now endangered with House Republicans’ tax bill.

    “That was huge,” he said. “It’s fairly unfortunate they’re looking at doing away with it.”

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