Everyone Is Involved In Keeping Customers Happy. Here are five horrible words you that will cause you to lose a customer every time: "That's not my responsibility." Whatever your job may be, the minute you answer the phone, you are personally involved with the customer. It's your responsibility to see that he or she is satisfied and their problem is resolved.
Picture3Both you and the customer know that whatever the problem may be, you do know someone who can fix it. Customers hate it when the person they are speaking with doesn't take ownership of the problem at hand. Listen to your clients concerns, show your willingness to work through the struggle with them and work to put a resolution in play.
A smooth operator. In his recent book, Business Without the Bullsh*t, sales expert Geoffrey James says the only correct response is, "I will help you." If a customer accidentally calls your department and you promptly transfer him to someone else, they will feel that you don't really care.
Compassionate transfers. First, ask if you can transfer the caller and give them the name of the person they will be working with next. Then, stay on the line until the call is answered and introduce who is calling and their needs for a smooth hand-off to the next party.
Hold. If you must put a client on hold, they will be slowly burning up because they automatically think you just want to get rid of them. Keep any necessary hold times down below two minutes even if this means just reassuring them you are still working on their problem.
Winning follow up practices.
Nourish your relationships with follow up that shows you care and delivers a bit of value with every touch. Don’t just call to chat. When you call, email or drop by to follow up with a customer have a piece of useful information to share.
Never underestimate the value of a hand written note. Send a hand written thank you card or write a note on your customer’s next invoice to thank them for their time and business. This personal touch will remind the receiver they’re appreciated.
Setup a referral system everyone will enjoy. This one is a must for all businesses.
It doesn’t have to be something too extravagant. A small gift certificate for a local café, movie tickets, or a new toy from Amazon will do. Enjoy keeping your customers happy.
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