Silly Service has its Serious Side: Test Your Customer Service Knowledge!

Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are correct.

1. A complaining customer is:
A. Always right
B. Almost right
C. Often lying
D. Always the customer

2. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your business or organization

3. The best reward for your customer service representatives is:
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars

4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management

5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company

6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments cause
B. Build customer loyalty
C. Are leaders in understanding customer behavior patterns and market research

7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments

8. A Call Center is defined as:
A. The midpoint in duration of a telephone call
B. A revenue sink hole
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company

9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises

10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company

KEY

1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.

2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.

3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.

4. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.

5. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.

6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!

7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company. Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.

8. D. Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success.

9. D. Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services.

10. D. Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to legal, human resources and beyond.

CRAIG HARRISON is a speaker, trainer and consultant who makes communication and customer service fun and easy for his clients. To hear his voice, call (888) 450-0664. Otherwise you can visit his website www.expressionsofexcellence.com or send e-mail to Excellence@craigspeaks.com.

Related Information of Interest:

Avoiding A Traumatic Experience
Taking simple steps to protect our families from going through the “TRAUMATIC EXPERIENCE OF HAVING A LOST PET” can be as easy as registering your pet with an online service like RecoveryPets.Com. The services provided by this company includes registering the pet by name, a description, a photograph of the pet, along with up to ten contact phone numbers or email addresses of the pets owner. Plus, a pet tag that never becomes obsolete and contact information that can be updated FREE for the life of the pet.

Each year millions of pets are reported lost or found, but a vast majority of these family members are never reunited with their owners. The main reason for this is the lack of accurate identification, and this is because most pet collars or identification tags contain obsolete or outdated contact information. Fortunately there are companies like RecoveryPets.Com that provide services to increase the chances of recovering a family pet if they should ever become loss.

Protecting our pets should be one of our major concerns, and by providing a means for lost pets to be returned to their owners is the mission of RecoveryPets.Com. For more information on the services that they provide, visit their website at: www.recoverypets.com

About the Author

Thaddeus Collins is the owner of RecoveryPets.Com a company that specializes in the global recovery of lost pets using a unique tracking number that is registered on the companies website, and can be searched if the pet becomes lost. For more information visit www.recoverypets.com

Da Wingy Code
Critics say the film is crap. The people say it’s insulting to God. It’s banned, and then it’s not. We have not had such a circus over a new movie release for quite some time now. I almost missed all the hoopla.

Thank you Mr. Ron Howard. Thank you for waking the sleeping masses. Why do we see all these protest over a film that no one has seen yet? It’s everyone’s chance to get his or her 15 minutes of fame I guess. It did bring about an interesting sound byte by the Director of The Da Vinci Code at the press conference at Cannes though. He said to all the people that were protesting the release of the film “Don’t watch it!” I think that’s reverse psychology at its best. He went on to say that those who think that they might be offended by the movie should wait tell they meet someone who has actually seen the film and then discuss the matter and decide whether to watch it or not.

For heavens sake, it’s a work of fiction. Let it be. You won’t turn to dust if you watch it or be condemned to eternal damnation for that matter. The Da Vinci Code movie is just like any other mainstream commercial cinema on the planet, the main objective it to make money. All this extra good or bad publicity only helps it along on that path. But who will explain this to the scores of “faithful” that call for a ban on it. These people are too wrapped up in sentiment.

The one other interesting point to note from all of this was that Ron Howard also reminded everyone that this was a movie and not a documentary. That’s another crucial mistake that people seem to be also making. Somewhere under the arc lights of today’s sharp marketing campaigns that are attached to mega budget productions the line between reality and fiction often blurs. In the process of trying to sell the movie we see it to be packaged as something that really took place. The advertising and marketing people have skills so well honed now that they can almost create any reality that they want. You could say that in many ways it’s the victim of its own success.

Lets not forget that the movie is based on a bestseller. The books are still on the shelves and selling at hyper speed. If the book is still around why ban the movie?

Sasha Masand the founder of Indian Voice Overs is an award winning Television Producer who has been part of the Indian media industry for over twelve years.

Photography Q&A: The Basics Of Developing Photographs
* Can I develop my own photographs?

Yes, you can. By having your own darkroom, it is possible that you can develop your own photos. You first need to set up your own darkroom and buy darkroom equipment.

* What equipment and supplies do I need in a darkroom?

A darkroom requires many kinds of equipment to get you started in developing your photos. It is expensive, so you should prepare a sufficient amount of money to get into this hobby.

The darkroom necessities are:

• Enlarger
• Negative carrier
• Lens Board
• Lens
• Safelight
• Print trays
• Timer
• Thermometer
• Funnel
• Chemical jugs
• Developer, stop, fixer
• Printing paper
• Mixing rod
• Print squeegee
• Dust brush
• Graduates
• Negative Storage
• Dark Bag/ Dark room
• Film tank
• Film reels
• Film

Above is the equipment you need for a darkroom. However, you still need additional equipment to set up a complete darkroom above and beyond the former, which includes:

• Paper cutter
• Color print drum
• Motor base for print drum or rotary processor
• Color head or filters
• Color printing paper
• Color chemicals
• Jugs and graduates for color chemistry
• Color print viewing filter kit
• Light table
• Dry mount press
• Mounting tissue
• Bulk film loader
• Film cassettes
• Darkroom sink
• Water board
• Film drier
• Print drier
• Toners
• Jugs for toners
• Exposure/color analyzer
• Repeating printing timer
• Photo Oils/pencils
• Print tongs
• Hypo clear, photo-flow
• Easel
• Polycontrast Filters
• Film clips
• Print washer
• Blotter book
• Projection scale
• Antistaticum
• Canned air
• Loupe
• Cropping guide
• Film washer
• Cotton gloves
• Spotting dyes
• Spotting brush
• Contact printer
• Grain focuser

* What makes a good darkroom?

A good darkroom should be light-proof, spacious, have dry and wet areas, have ventilation, have bench space, be organized, have a safe light, and be comfortable to work in. Since you will be working with chemicals, it is important that you have enough space to maneuver to avoid tripping over dangerous chemicals.

Travis Partrige is a regular contributor to photographer guides and photography-related sites such as Photography Question and Answer. Website: www.PhotographyQA.com

The Best Way To Save Money On Advertising - Target Locally
Over the years I have discovered exactly what derails an ad. More often than not, when an ad fails to produce results, the problem isn't with the ad. The problem is with WHO the ad reaches.

Before you start blaming lack of response on your ad, stop a moment to consider who it is TARGETED to.

Let's take a moment to look at Internet advertising. First off, let me say I dearly love advertising on the Net. The advertising rates for search engines and ezines are far, far lower than advertising your business on traditional media like TV or newspapers. For what one TV commercial would cost, I can advertise a business extensively for weeks, even months.

But, as I'm sure you've realized by now, the Internet is no magic advertising medium. Just as often as with anywhere else, your ad can pull less than expected response. The problem is with lack of targeting.

If most or all of your customers live in the geographical area of your store, using a search engine to reach people all over the world doesn't make much sense. You can consider your money wasted when somebody who will NEVER walk into your store reads your ad.

The solution is to advertise on sites or ezines that reach YOUR customers at a very high rate. This could be a local site that provides sports scores for dozens of local sports teams. Or a site that lists a great many local building contractors. Very specific information needed by people in YOUR area will draw just the kind of local crowd you can capitalize on.

We're seeing a sudden rise of local pay-per-click search engines. These use the same popular technology as Google and Overture, but limit their reach to businesses in a particular city, state, or region.

Often these local pay-per-click sites have very low rates, a little as one cent per click. Many offer as many as 1,000 free clicks to any business that signs up.

Be sure to check if the pay-per-click site has plenty of businesses listed in their database. An empty site won't attract many visitors and you may not reach enough audience to have any effect on your sales. Also watch for a pay-per-click that is promoting in your area. If they are visible to you, they are probably getting the attention of lots of your customers.

Linda Stevens is CEO of MyCalgaryClicks.com, the local Pay-Per-Click city search directory for Calgary, AB Canada. Linda believes in following her own advice and is offering $10 in free bidding cash to any site that signs up to advertise. Reach Linda at support@mycalgaryclicks.com