The Secret Sauce to Customer Service
Did you know that you stand to lose approximately 50% of satisfied customers within 5 years? It doesn’t matter where they went, they left you! Customer service skills count.
Can you afford to lose these customers? The answer is an obvious no. We all know 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. So why put your company through a costly process and rigorous churn to replace or win them back?
Don’t lose any of them. Period. These customers are your revenue builders, they provide repeat business and referrals. To keep your customers, every interaction must be memorable, in a GOOD WAY!
Exceptional customer service skills are directly attributable to customer retention. In case you need it, here’s a little help . . .
Starting Today, Use These Sizzling Customer Service Tips
- Use your customer’s name at least 3 times in a conversation. Keep it natural sounding.
- Stay away from canned or scripted language. This is extremely annoying and can be recognized in a heartbeat. Keep your conversation friendly, natural and interactive. We want to talk to someone that breathes and blinks.
- You can’t actively listen to a customer and do other tasks. Stop what you’re doing and give them your full attention. Multi-task when you are not serving a customer.
- Take ownership of your customers’ problem – even if you are not the cause of it. Don’t pass them all over the company so that they have to repeat their problem over and over again. This is a real customer destroyer. You could easily loose them here.
- Go the extra mile for your customers instead of looking for shortcuts. Customers can tell the difference right away and will appreciate the time you spend with them.
- A silent minute on the telephone seems like forever. When you are looking up information for customers, keep talking to them. Keep it natural. Refrain from saying, “So how’s your day going so far?” Seriously, this phrase has worn itself out.
- Follow up with a courtesy call for every customer who was upset or had a difficult problem. Then do it again within 30 days. A necessary move on your part and a great relationship builder.
- Take responsibility and fix a customer’s problem – OWN IT. Avoid the, “It’s not my job” attitude. Fix it so it stays fixed!
- When said with sincerity, the words, “I’m sorry” can diffuse about 95% of most customer’s anger. Oh yes . . . listen, listen and then keep listening.
- Terminate calls courteously and let your customer hang up first.
- Don’t speak negatively about anyone in front of a customer that you wouldn’t say for the entire universe to hear. This could damage and destroy your reputation!
- Make a sincere effort to remember personal details such as birthdays, their jobs, etc. This makes customers feel important. A good feeling.
- Keep greeting or note cards in your desk. A card mailed (yes, the kind with a stamp) is more powerful and memorable than anything you could possibly send that is electronic. Another good feeling.