Has it become difficult to please customers these days? This is what a 2009 study suggests – most companies in the US are losing more than half their clients every 5 years! The reason for such a loss is attributed to poor customer service leading to bad customer relationship.
Most companies then either fire their employees or get tempted to enforce more discipline in their company’s customer service management. However, here are a few key essentials that will help you retain your customers:
1. Reliable Representatives
The customer service representatives of your company must have a thorough knowledge of your company’s products. They must be accurate while interacting with the customers. If you promise to call them in 24 hours, then do so. It does not take long for the customers to learn to trust you.
2. Be Accessible
Apart from a toll free customer care number, let your customer access your service via email, live chat and offline chat. Resolve your customer’s complaints within the stipulated time. Include a Help or Troubleshooting section in your website – it will help users fix minor issues on their own. By being accessible to your customers, you are showing that you value and respect your customers.
3. Courtesy
Though easy to demonstrate, this is the toughest job. If a customer is unhappy with the service, he might get frustrated and vent out his anger on a representative. In such times, it is crucial to stay calm, kind and polite. Listen to your customers and assure them that you want to help them. Politeness, honesty and trustworthiness are some of the factors that help to retain the customers.
4. Analysis
Hire quality trainers to train your representative. Regular assessment of calls is a must to ensure greater customer satisfaction. Conduct training sessions after every few months to upgrade product knowledge and communication skills of your reps.
About Author:
Jayden Samuelson is an online marketing expert and a regular contributor to Promo Direct. He likes reading articles on online marketing industry and has been a part of discussions on many boards and forums. Jayden Samuelson can be followed on Google+, Twitter and Facebook
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