Businesses that practice exceptional customer service achieve strong customer and brand loyalty that translates into higher sales and revenue. Those that develop a poor reputation for customer service usually aren’t around very long.
Customer service is best described as a set of behaviors and communications. We usually think of customer service as practiced by a store staff toward its customers. In fact, the principals apply to all forms of communication.
Here are a few things to keep in mind as you are communicating with customers:
Here are a few suggestions that will help you deal with an angry or dissatisfied customer:
The key to developing long-term loyalty is to understand why customers stop doing business with you. A few of these reasons are out of your control. For instance, 1 percent die and 3 percent move away. You have control over the remaining 96 percent:
Customer loyalty is key to a successful business. Remember that it typically costs five times as much to develop a new customer as it does to retain an existing customer.
Here is a list of common customer service problems and their solutions:
Start by answering the phone with a smile. The customer will hear it in your voice. Minimize hold time, be accurate with transfers and use positive language. For instance, rather than saying "I can't approve that you must talk to my manager," say "My manager can approve that. I'll arrange it immediately."