Quality Customer Service During a Recession Insures Customer Loyalty!
Do you have any idea the cost difference between getting a new customer compared to retaining a current customer? It costs 5 times as much to bring in a new customer, than to keep an existing one, as we all know. Now is time to ensure loyalty with your customers through utilizing the “back to basics” of customer service. It is a big chore for consumers to have to find another company to meet the needs that presently you fulfill. Customers want to be loyal. So, why do they leave? They leave because of a lack of attention to plain-old customer service.
When customers contact a company, customer service has an opportunity to improve or worsen the relationship with the customers. Hopefully you want to improve your relationship with the customers. So, it would make good sense to make these contacts as meaningful and helpful to the customers as possible. If you want your customers to be loyal, it is a good practice to have both you and your employees pay attention to your customer service practices and follow these basic tips:
1. Always tell your customer what you CAN do for them. Never tell them what you CAN’T do for them.
2. If customers are angry, let them vent at first. Remember it’s not personal. Do not interrupt them or start to speak until they have finished everything they have to say.
3. Diffuse anger by saying “I understand that you feel upset or angry.” This will acknowledge the customer’s position and it gives the customer the sense that you care about what they are feeling.
4. Remember the customer’s name and use it at various points in the conversation. Write it down if necessary so you don’t forget the name.
5. Make sure you present an acceptable solution to the customer’s problem. Get their consent and agreement. This will confirm where you both leave the issue.
6. Always end each contact with a “Thank you” or a message of appreciation for their business.
7. When speaking to a customer, make certain that your tone of voice matches your words. Remember, your tone of voice can contradict your message.
8. Make sure you are actively listening and wear a smile even while on the phone! There is nothing worse than asking an upset or angry customer to repeat what they have just said.
9. Follow up on your solution. Contact the customer, at a later time, to make sure that their problem has been resolved and they are pleased with the outcome.
10. Ask if there is anything else that you can do for your customer. Taking the time to ask shows the customer that you value them and often results in increased business and a more than satisfied customer.
With these few basic tips you can create and maintain loyal customers, no matter what the economy is.
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Great post.
Check out our list of 10 customer service tips to gain loyalty during a recession.
http://customers1st.blogspot.com/2008/08/gaining-loyalty-through-customer.html
Hi Darrell,
You said the magic word in your first paragraph: NEEDS
As my sales trainer ( http://www.autoconsultants.com.au ) keeps telling me, the customer’s needs are their greatest motivation for doing anything, including find another supplier if we don’t look after their needs.
Some customers don’t require every point from 1-10 fulfilled as long as you clearly establish what their personal needs are and fulfill those needs.
Is there a possibility that someone from your organization does in-person Customer Service training? Maybe Darrell Griffiths? We are a small healthcare company located in Tucson, AZ, with admin staff and provider staff. I would love to get a proposal from you regarding a one-time session covering:
1) Admin Staff (answering phones, greeting guests, inter-office interactions)
2) Doctors in the field (dealing with nursing home staffs, patient families, etc.)
3) Internal relationships among all colleagues
Please let me know if this is something you do and what kinds of fees are involved. Thank you.
Carin,
We would be delighted to speak with you regarding a Customer Service training session. Customer Service is so important to all companies, no matter the industry or size. Darrell is our Customer Service “guru” and would do a great job. If you could please give us a call, here in Tucson, at 546-3947, we can set up a time to talk to you and see exactly what type of program you are looking to implement.
Thanks for the inquiry.
As for our Onlineshop costumers, we do everything if a new customer has problems with an ordered product.
Sometimes the forwarding company broke the product and the customer isn´t pleased that he got a broken product delivered. so we do everything that is possible to replace the product and to satisfy our customer.
that way we make sure a new customer will become a regular customer – even if something went wrong with the shipping in the first place.
Thanks for the tips. I’m sure that if the employees deal with their customers with the following tips your business will be very successful. In every business our customers is our number one priority.
mary@nursing degrees´s last blog ..Finding The Best Paying Nursing Jobs
Very informative. I like the list, it’s very useful. Thank you for sharing.
Your first point says it all. Tell them yes we can do it even if it’s not possible.
This is a great list. I also think that you should go out of your way to handle your customers with care even when they’re not upset. Like sending them a birthday card or a special note once or twice a year.
Little things can create huge amounts of loyalty.
Try to treat every customer as if they were your first and watch as they become repeat customers thanks to your customer service skills.
Dave@Best Man Speeches´s last blog ..Graduation Speeches