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Gain Loyal Customers By Having Your Company’s Employees Follow Five Simple Steps!
It doesn’t matter if you run fortune 500 companies like Exon, Wal-Mart and General Motors, or if you own a small local business, customer satisfaction is key.
The goal is always to find new customers and turn them into repeat customers. Customers who are loyal to your brand are great for advertising and help sales grow.
Making customers happy is key. There are five important ways to increase customer trust, loyalty and sales. These 5 keys are:
- Have a script and stick to it.
- Be human, and take interest in your customers.
- Develop and utilize an internal knowledge base.
- Be honest about the features and benefits of your products.
- Don’t keep customers waiting on hold for extended periods.
After reading the list above you may think to yourself “these keys are common sense”. But, you’d be surprised to find how many companies don’t effectively push these 5 keys in their day-to-day business.
The first key is to have a script, as this guides the conversation. When a customer calls, whether you have a call center or a room of Customer Service Representatives that answer those calls, make sure they are all able to communicate effectively with customers. It doesn’t matter if these individuals are taking orders or transferring calls, they are the first person a customer speaks with. They are the first impression!
The second key is be human, and take interest in your customers. This step isn’t difficult. Think back to a time when you’ve called a business and had a horrible experience. That could be in part to the person on the other end of the phone just going through the motions. Perhaps they sounded distracted or they have a rude tone. Customers can tell a lot about an individual through their tone and it reflects on the company. Try starting a phone call by asking a customer “How are you today”, it’s polite and shows the customer that you’re interested in their call!
The third step is, develop and utilize an internal knowledge base. This step takes time and continues as long as the business is up and running. Gather information from customers; make a list of the most frequently asked questions and cross-train employees. Customers don’t want to call a company and hear the person on the other end of the line say “Well, I don’t know”. It’s unsettling for customers to speak with an employee of a company that doesn’t know the answer to their questions.
The fourth step is, be honest about the features and benefits of your products. If your business markets a product being used underwater, you better be sure that product in waterproof! Don’t tell your customers what they want to hear. Always tell the truth. If you’re truthful with customers, they’ll come back! The power of individuals is greater than ever before. If you lie to a customer, they’ll take to social media and your testimonials page to be sure others don’t make the same mistakes they did.
The fifth and final step is, don’t keep customers waiting on hold for extended periods. We all value our time. Don’t treat your customer’s time like it isn’t important. It’s the ultimate form of disrespect to call a company with a simple question and sit on hold for 5, 10 or 20 minutes. If you’re not sure of an answer or want to give the customer more detailed information regarding a product and you know it’s going to take more than a minute to gather the information, politely ask the customer for a number and time that’s best to reach them.
Customer service teams are the first people many customers come into contact with. They represent your business and brand. Treat your customers with the respect you’d want to be treated with and you’ll have trusting, loyal customers who increase your sales!