Module 11 following up with a customer once you have addressed their issue, the difference between having a customer who is satisfied and the customer who will remain loyal can be determined in the steps you take to follow up with that customer. Once you have resolved a customer's issues before you end the transaction, take a moment to summarize for the customer what the issue was and what the resolution was as well. Ask the customer if the situation is resolved and how you may further assist them. Call the customer if a customer thinks the situation is resolved, and it appears to be so imagine how they would feel if after you end your interaction with them. The problem comes up again. In addition to maintaining a positive relationship between the company and the customer, it's a good idea to follow up later and make sure their issue is still resolved.

It's also a good way to show that you genuinely care about your customers circumstances send the customer an email. Some companies prefer that you do not call a customer to follow up. Another option is to send the customer a follow up email. Try to let at least 24 hours pass before doing so to allow For a problem to come back up. Another advantage of sending an email is that it can be less time consuming than a phone call. Mail the customer a small token when a customer has gone through a difficult challenge.

A small tokens such as a gift certificate or a coupon can help erase a bad memory. Make sure that whatever you send is appropriate in within your company's policies. snail mail a handwritten or typed letter, a letter sent through the mail has an added advantage of allowing time to pass between the initial interaction and the moment your customer receives your letter. This period in between allows the customer to be certain that an issue has been resolved. A handwritten letter is also a good personal touch that gives customers the sense that they are cared for as individuals. Case Study.

Ashley had worked with a customer over the course of a few weeks over resolving it particularly difficult to solve issue. In the course of several phone calls. She learned that she needed her customer was to finish working on her PhD in the coming week. Ashley was relieved that the issue had finally been resolved, even though it had been a trying circumstance for both her and Jenny wrote out a handwritten letter thank Janine for her patience and congratulated Janine on her success in school. Three weeks later, Ashley received an autographed picture of Janine in her cap and gown that said, customer for life. Thank you, Ashley.