Keeping customers happy should be the aim of most businesses. A brand name is no longer enough to help an organization build its client base. The concept of brand loyalty is almost passe nowadays. Customers today have no issues in shifting from one service or brand to another. However, if a person is given great customer service, she/he might not even want to switch loyalties. Every customer wants the royal treatment. Most organizations have realized this and make sure that their customer service policy is aligned with the idea that “the customer is king”.
In the initial stages, ads and promotional measures will bring in new clients. Thereafter, however, new customers are brought in by word of mouth. Existing customers may praise the efficiency of a company, and new customers may walk in to see the truth for themselves. Having a good customer service policy in place will ensure that these customers never feel the urge to shift to some other company. This would lead to greater profits, and hence, the company in question would benefit.
Irrespective of what one is trying to sell, the company should look after the customer. This attitude is very important when the company is an upcoming one. The more established ones can afford to rest on past laurels and on the goodwill that already exists for them. But a company that is a new entrant on the scene will have to make sure that its customers go home rooting for it.
It is essential that the people in the customer service department be approachable and friendly. Sustaining the customer is a more complex task. A hint of rudeness can lead to the loss of a customer. A customer is likely to be more patient with someone who seems to smile into the phone than with a person who does not. Each customer services executive should remember that they are simply working for the customer. They are merely helping the company provide great service.
Every customer services representative must be trained to listen to the customer and should try and empathize with him. It is aggravating for a customer with a problem to have to talk to a disinterested representative. No problem should ever be written off. Of course, some customers tend to be rather painful. However, that is one of the cons of being in the business of providing satisfaction to customers.
Customer service executives have to learn to deal with such situations in the best possible way. Tackling customer complaints and dealing with angry customers is an art that is hard to imbibe. But it would be essential for maximizing customer satisfaction.
It helps to have a customer policy that is clearly defined. This gets rid of the problem of shuttling the customer from one phone line to another. We have all been through the same drama a few times. We are all familiar with the frustrations that build up. Hence, it is essential that different problems and issues be farmed out to different groups.
This will help to ensure that the customer’s problem is taken care of at the soonest, with minimal delay. In fact, speed has become a measure of efficiency. Perhaps the rise of the Internet is partly responsible for it. Whatever the case may be, it is clear that customers are most likely to stay on with the company that provides great service instantly, and which holds true to their promises.
Sometimes, all that it takes to keep a customer happy is to keep him informed about even the smallest of developments. A customer will appreciate the fact that his/her complaint is receiving attention. At times, this could even dissuade your customer from making a switch to some other company. Competition is fierce these days, and one cannot afford to slack off if there is a disgruntled customer.
Losing even a single client is bad for business. A disgruntled client may spread bad reviews and convince others to look at other companies. By keeping the customer up-to-date and by sending out prompt replies to his/her queries, one can make sure that (s)he does not switch loyalties.
There are several other little things that can be used to make the customer happy. A greeting card sent out at the start of the New Year could make him/her feel valued. Informing the customer about various new developments that might prove useful may be a good idea. If the company is able to foresee the client’s needs, she/he is not likely to ever become disgruntled.
Going out of one’s way to help out a client in need could mean a lot of business success. The aim of every organization should be to exceed the expectations that the customer may have already built up. When this is achieved, the company would really be flourishing.