Customer Service: Adequate or WOW?

Companies can cruise along for a long time by giving adequate customer service. Transitions in business mostly go smoothly. But what happens when there is a bump in the systems or a delay shipment of product or an employee’s impromptu leave of absence?

This is when GREAT COMPANIES distinguish themselves from the average. Most of these companies see service recovery as an opportunity to improve rather than a painful experience.
Human nature naturally increases their blood pressure when they hear customer complaints and dissatisfaction. The natural response is to be defensive. These employees obviously are not trained. Successful business owners and trained employees understand that this is an opportunity to cement relationships and most are worth saving.

Here are some techniques in cementing your relationship with your customers:

  1. Keep In Touch: Don’t let your customers forget you. Send them information regarding specials, new products, etc. Keep your customers tied in. In today’s world, keeping in touch with your customers is critical to the success of your business. Your customer base is a valuable asset.
  2. Inform Your Customers With the Best Information: Another way to distinguish your business from competition is educating your customers. It is also important to ensure that you speak clearly and not in the tone of your industry. There is nothing like reading information and wondering what all those abbreviations mean.
  3. Measure Your Information Efforts: What good is informing your customers if you don’t know if they are reading the information? Keep track of questions most asked by your customers. It’s one thing to accept customer feedback, but it’s another thing to respond and correct your actions. Customers love being heard especially when they know you have taken action. Everybody wants to feel they are needed. Even your customers.
    The more you go beyond your customer’s expectations the more your build customer loyalty.
  4. Master Recovery Skills: Only you can be the judge of whether a customer is worth saving. The most important fact to consider is the high cost of replacing a customer versus saving a customer. Recognize that unhappy customers want to be listened to, a sense of urgency to fix their problems, to be treated with respect, and assurance that the problem will not reoccur. Sounds very simple?

First empathize with your customers. Make them feel that their problem is important and you are thankful for bringing it to your attention. Don’t debate their point.

Then tell your customer that you want to help them with their problem. You want to make sure that you apologize to them for the situation. It is critical that you explain their options clearly, then summarize the action you will take. Don’t forget to tell them again that you value their business.

If all goes well, you should gain a strong sense of satisfaction after handling an unhappy customer. Remember, don’t lose your cool and dignity and don’t take it personally.


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