We’ve outlined some very important customer service tips that are basic, but valuable in achieving good customer relations and creating that needed customer experience.
Picture this . . .
You enter a room and it is filled with every customer you currently have in your entire customer base. Those are the only people in this room, and the room is jam-packed (yeah!). Now for the reality check and a shocking statistic.
At some point in time, approximately 75% of your satisfied customers will leave that room and go to the competition. Scary thought, isn’t it? Can you afford to lose that many customers? Sure it happens over a period of time, but I don’t know of any company that could sustain that kind of a hit.
Why put your company through that rigorous churn?
When your customers move on, here’s what you need to ask yourself . . .
- How much revenue are you going to lose?
- How much will it cost to get them back?
- How much time will it take to get them back?
- What is the game plan to win them back?
- Who is going to work this game plan?
- Why did they leave in the first place since our products and services are competitive?
Here’s the hard core fact:
It’s a lot harder and a lot more costly to get a customer back once they’re gone, than it is to keep them once they’re yours.
Building customer loyalty and a business relationship is paramount if your want to retain each and every customer you have. Remember, you need these customers because they are your revenue builders, they provide repeat business and they give you referrals. Don’t lose any of them. Period.
10 Killer Customer Service Tips You Didn’t Learn in Training
- Use your customer’s name at least 3 times in a conversation. Keep it natural sounding.
- Take ownership of your customers’ problems – even if you are not the cause of them.
- Go the extra mile for your customers instead of looking for shortcuts.
- A minute on the telephone seems like forever. When you are looking up information for customers, keep talking to them. It’s an excellent time to build relationships.
- Follow up with every customer who was upset or had a difficult problem.
- Take responsibility and fix a customer’s problem – OWN IT. Avoid the, “It’s not my job” attitude.
- Any time you blame someone else for poor service, YOUR credibility goes down.
- When said with sincerity, “I’m Sorry” can diffuse about 95% of most customer’s anger.
- Terminate calls courteously and let your customer hang up first.
- Keep note cards in your desk. A hand-written note is more powerful and memorable than anything typed.
Bottom Line: Question: How do you keep your customers? Answer: By showing you care. It’s that simple.