Module five generating return business. People who have been in business for a while know the value of return business, experts believe that it cost at least five times more to attract new customers than it does to keep existing ones. If you think about the cost of advertising and salespeople, you can see why winning a new customer is so much more expensive. Your customers are like everyone else, they want to feel appreciated. If they feel that you are forgotten about them, as soon as a transaction is complete, they may take their business elsewhere. On the other hand, if you show a genuine interest in keeping in touch with them and meeting their needs, they will keep coming back.
We all like to do business with companies we know and trust, you should strive to be that kind of company. Following up following up after a sale or any customer contact is something that some people consider an optional extra in business. For some people, the idea is to simply provide the customer with what they came for, and let them go on their merry way once they've got it. The priority after this is to go ahead with doing your job in respect to other customers. However, the fact is that a little bit of follow up work can make it Huge difference to the way your business retains customers and attracts follow up business from friends of the original customer. Follow up work is a major part of customer services, a customer will always see the good service they got from a business as a reason to return the next time they need something of a similar nature.
This kind of service is arguably more powerful than paid advertising as a tool to get customers through the door on a regular basis. Any customer who feels that they have been given exemplary service will be like a walking billboard or a cheerleader for your company. This is something that many companies fail to keep in mind and it costs them money in the long run. After the sale service can take on many forums, it may be the person or persons who are on the spot to provide advice and customer support. If the customer has difficulties with a purchase product or service. It may be a call a few weeks after the purchase is made to find out whether the customer is happy with their purchase and whether there is anything more that you can do for them.
Showing a customer that they mean something to you and your company is a very important part of giving customer service that is not good, but great. Addressing complaints, customer complaints should always be taken seriously. You can turn a negative situation into a positive by treating complaints as opportunities to show customers how much you care about providing exceptional service. Customers bill of rights to be taken seriously, to be listened to, to be respected to receive a quick response. No business no matter how big or small likes to have customers complain about the service they received or the product they have bought. There is something galling about being the subject of a complaint and no matter how impersonal it is, it still feels almost like a personal slight.
The important thing in business is to respond to such a situation with a requisite level of grace, where the customer goes away raving about what a fabulous level of customer service they've received and adversity in promising to return when they next need a similar service. Mistakes happen in life in business and so much of what we are about is shown by how we deal with the consequences of these mistakes. The situation which a customer is complaining about may not even have been your error to begin with. But regardless of who made the error, taking ownership of it and dealing with a complaint in a gracious helpful manner, can turn an awkward situation into one which showcases the best of your abilities. There is in many cases a tendency to become defensive when someone is complaining, especially if they are doing so in a very forthright manner.
Maintaining a professional tune at these times can be difficult, but managing to do it and solve the problem can showcase a positive side of you and the business. Even if you think the issue about which the customer is complaining is trivial, not a cause for complaint or not your company's fault. It is wise to give the customer their chance to speak, show that you take them seriously and offer to do whatever you can. If the problem genuinely turns out to be something you can do nothing about. Because of a difficulty with another company's product or the customer's understanding of the way the product should work. There may still be something you can do by placing a telephone call or getting a technician to check out the problem.
By showing a commitment to helping customers you can win some valuable reputation points turning Difficult customers around. Over time you and your coworkers have probably developed some effective way of dealing with challenges that come up in dealing with difficult customers. sharing those ideas can benefit everyone. Seven situations of difficult customer and the suggested ways of dealing with them are number one, you don't know the answer to a customer's question. Tell the customer that you don't know the answer, but you will find out. Number two, you have to say no to a customer's request.
Explain why you have to say no offer alternatives. Number three, your computer is working very slowly and the customer is getting impatient. Tell the customer your computer's working slowly keep the customer informed about what's happening. Number four, the customer makes an unrealistic request. Explain what alternatives you can offer. Number five, the customer doesn't seem to believe you offer to show proof or backup information.
Number six the customer is angry. Stay calm acknowledge the customer's feelings. Number seven. The customer doesn't want to give you the information you need. Explain why you need the information. Although the saying goes that the customer is always right, there can often be a lot of space between knowing that the customer is right and accepting that they have a point.
It can often be extremely frustrating dealing with certain customers, especially those who show limited understanding of your situation. Sometimes due to the limitations of your job, a customer will present you with a request that you simply cannot deliver on, they may well become insistent on the subject and in some situations, customers have been known to become abusive. Dealing with this as the customer service provider can be difficult, but it is one of those challenges that makes you or breaks you in the role. Sometimes customers are of the belief that a customer service provider is all powerful. The belief seems to come from the fact that as an employee of the company, you will have some access to the inner workings of the company. Frequently the extent of a complaint will be that this doesn't work and I want a new one this one to be fixed my money back.
Their displeasure will be clear and may even shade into anger. Bring the defuse a situation like that is always a challenge and requires a great deal of patience. It is not Impossible however, any emerging triumphant from such a situation can be a very big milestone. The important thing to keep in mind when dealing with a customer complaint is that losing your patience with a customer will never lead you to a satisfactory conclusion or you and most likely for them. Although it may seem galling and rather challenging, you will need to keep a firm hold of your temper and address their complaint to the best of your knowledge and ability. Tell them that you can see their problem and you will do everything you can to make sure it is corrected.
Explain to them what you're going to do and gain their sn for everything before you do it. If there is no way you can help them do not chase a lost cause. Explain it you cannot help them explain that you cannot help them. Explain why and offer apologies and a word of advice about where they can get help. This can lead to a positive resolution, but if it does not at least you will have done what you can case study for he worked for a paper distribution company. When Corey got his Annual Performance Report back he found that he was lacking in sales.
He decided that he would need to do something to fix it. He noticed that a lot of customers were unique so he needed to practice his follow up work to keep them coming back. He checked through his email and voicemail much more frequently and started calling older customers about new deals and offers the company was now offering. Another thing he noticed was that some of the feedback was less than perfect. He started striving to listen to customers problems and taking further steps to help resolve their problems and concerns of the customers. After his next report, he noticed increases in sales and also an increase in returning customers.
His feedback began improving and he was back on track