Customer Satisfaction is the Foundation to Build a Solid Business
By: Debra Claudice
We begin to understand the value of developing long term, reliable relationships with our clients. It is mandatory to maintain a good relationship rather pitching the sales. This is the gateway and a customer could identify the quality of your company or a product through this. They will use you again based on your customer support. Most satisfied clients would refer your services or products to their friends too. This would help us to save our marketing expenses. Hence, the sales and the success of your business are not only lying on the quality of your product but also on the quality of your customer support. So, do you think you can achieve building a long term relationship by only applying the changes externally (with the customer)? The answer is no. At first, you should imply new strategies internally to improve the external presence. Appropriate training should be provided to the employees as well. Further, let us discuss about few basic rules to provide a good customer support.
Handle every call:
Every call should be answered. You can opt for an answering service or call forwarding system to make this job easy but should not leave a single call without answering. But you should make sure that a live person is answering and not a recorded robot as customer needs a live person to pick up and answer the call.
Do not make blind promises:
Reliability is the essence of any relationship. Hence, you should keep the promises you made or else, it is better not to confirm the things which are unsure. If you are promising, "your goods will be delivered on Monday", you should make sure that the goods can be reachable on Monday before saying that. Also, it is really important to meet the deadlines of your customer.
Listen to your customers:
Let your customer talk and listen to the him/ her properly. It is not advisable to interrupt while they speak. Show them that you are listening the each word carefully and provide them an appropriate response.
Give priority to the complaints:
I agree that no one like to hear complaints. But we cannot say that we can please every client all the time. But if you give your attention to their complaints properly, you may be able to please them and it would be easing the process of explaining the details to them. There are cases where few complaints brought sales to the company because of the good customer support.
It does not mean that you should show all your customer support quality to the clients who provide immediate profit. One day my friend went to a local watch shop as he lost the small piece that clips his watch and the band together. When he explained his problem to the shop owner, the shop owner found the one lying around and fixed it to his watch and charged nothing. He would have told this story to all the other friends as he told me. When he needs a new watch or watch band, he would surely go to this shop. Here, your shop name would have reached many people for free of cost because of a small help you have done. Hence, train your staffs to be helpful, polite and knowledgeable.
Apart from the above, you should give something additional. It may be the coupon for future discount, any additional information about the product and a genuine smile would also add more value to your service. These strategies would make your business to be known among people for your good customer support.
About the Author:
Debra Claudice is an expert author of providing customer support tips. She is working with a customer support outsourcing firm. Integra Customer Support provides email answering and call support for companies all around the world.
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