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Tips for providing excellent customer service and
Ensuring your clients get a top-class level of
The thing that most companies miss in their design
of customer service systems is people are EMOTIONAL. However you or your customer service team
handles any contact will end up with an emotional response. Designing a positive emotional response will
usually mean good customer service, a negative emotional response will usually mean bad service. Mr or Mrs
Jones wants to FEEL like you care about them and their
We design and teach customer
service at All About Business from this perspective.
There are plenty of different ways you can handle a
customer's issues in your business, online or offline. - different solutions exist for
different sized companies (and levels of technical ability).
Traditional methods of support (i.e. telephone / fax) still
feature in the modern customer support model since they can offer a faster resolution to the customer's
problem(s) than some of the more readily-deployed ticket-based systems.
The downside to giving great customer service by phone is that it
is incredibly labor-intensive. Your company will need dedicated and ongoing resources to deliver this form of
support. At the same time, in our world of cutting costs and animated menus people still appreciate and
responded better to faster, personal service.
Another way of helping customer (prevalent in the Internet
industry) is e-mail ticket systems. E-Mail systems allow you to receive, queue, prioritize, respond to and
track queries efficiently and in a centralized way. This has enormous benefits but can often frustrate
customers where queries are left unanswered for any period of time.
This solution is generally accepted as a good starting point, and
although it won't always be to everyone's satisfaction (particularly those who expect immediate, 24x7
answers... in minutes) it is a good catch-all solution.
Some other things to watch out for, if employing a ticket-based
e-mail system (often referred to as a 'help-desk') include registrations and e-mail verification processes.
These can be seen by your customers as unnecessary barriers to receiving what they need, so take care to
explain them carefully to the user.
More and more people are starting to turn to help desk software to
handle their requests. Although this is generally one of the best methods for the companies that use them,
they can be troublesome to the customer.
The objectives of your query-handling design should be not only to
proved great customer experience but also to minimize the numbers of refund and charge-back requests. This
will have the combined effect of increasing sales (through the good service you provide) and reducing costs
(from charge-backs). Designing good support can, in this way, have a marked impact on your
Whichever design you employ in handling inbound questions and
complaints, always remember that you will create an emotional atmosphere with your clients. Be sure to
respond promptly, courteously and with a relevant answer.
Phillips - Dean previously built 2 very successful
franchises that he sold for a nice profit prior to starting All About Business in 2005. His previous experience
Franchisee of the Year Award 1998 which included a nice Cayman Islands
Vacation from Franchisor
Excellence in Leadership Award 2001
$3,000,000 in Sales Award
Top 10% Earners Cruise to the
Served on the Franchisor’ National Advertising & Advisory
National Advertising & Advisory Award
Several Awards for Industry Specific Services
Several Personal Achievement Awards
Author: Dean Phillips, 11/8/2013