Client Retention – Customer Service

October 1, 2018

I’ve got some great stories about people or companies who seem to lack relatively simple customer service skills.

Coming from a customer service and retail management background where I was responsible for a team of 17 people from a very young age it was ingrained in my team how important customer service was to ensure that the customer had a good shopping experience.

Transferring this simple principle across any industry, not a lot changes. The client still parts with money for goods or services and can rightly expect after-sales service in some form or description.

Practical Considerations When It Comes To Customer Service

My personal approach to customer service hinges upon four principles. I use this when doing consultancy and would encourage others to consider this.

Acknowledgement and response (communication)

It’s not always possible to assist a customer straight away but it’s important that if you can’t, that they are made aware so they understand why there could be a delay. Simple things like acknowledging receipt of communication or of a call can reduce chances of a complaint, or worse, damaged reputation.

Think long-term

In most industries a customer can quite often be for life. If you treat them well then there is a good chance that they will come back for further advice and support. Chances are that they will also refer you to friends and family too. Stay on their radar.

Fix your mistakes

‘The customer is always right’ is a statement that gets heavily criticised and I’ve even heard sellers ‘rip into’ customers using this phrase but if you think about it, using this ideology, apologising for mistakes, and rectifying them as soon as possible can help things from escalating further.

Keep in touch – Use a good CRM system

Plan with the end game in mind – future business. Effective use of your CRM system will enable you to keep in touch with your clients to prompt them to set up follow up meetings. It will allow you to maintain a more personal touch as well sending greeting cards at appropriate times.

An even simpler principle is to ‘treat people like you would like to be treated yourself’ and this often goes amiss. After all your clients are people too and deserve to be treated fairly.

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