Building successful relationships is key to continued success, and every time a customer gets in touch with your business you have an opportunity to build on that relationship. Here are some of our top tips for making the most of your customer care.
For many of the services we offer, customers are calling at a time of difficulty; whether that be an IT issue that they can’t resolve themselves, or the recent passing of a loved one. Whatever the concern, when a customer makes contact, they want to know that their call is important, valued and will be handled professionally. Good customer service is a specialised skill, doing it right can bring great rewards, doing it wrong can be a disaster. Making sure that whoever handles your customer contact can maintain a cool head no matter what they’re faced with, is fundamental.
Emphasis on service
The customer is always right may not literally be true, but you certainly want to leave your customers with the idea that you are taking good care of them. Good customer care makes sure that customers feel appreciated, and that their calls are important. You won’t always be able to give them what they ask for, but you can always leave them with the feeling that they have been heard. Train your customer service staff to work with your customers, not against them, and give them some flexibility to be able to provide that service in the form of discounts, special offers or similar.
Thinking about image
In essence, great customer care is about presenting the right image of your company. When someone calls, they need to feel assured that your company knows its stuff, and is willing and able to deliver on what it promises. This comes down to professionalism, to having trained and experienced customer care staff who have the ability and sensitivity to look after your customers well whilst not losing sight of the fact that this is a business transaction.
Great customer care is fundamental to business success. Call us today to discuss how we can help you with yours.