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We all know how important it is to foster a healthy relationship with your customers. It doesn’t matter how great your product is or how sublime your services really are, if your customers aren’t happy with the way you interact with them, you will most definitely lose them. The best way to grow your business is to provide great customer service. Your customer service team is like the face of your company, and they will play a huge role in enhancing your customers’ overall satisfaction.
First things first, customers will always want you to meet their expectations. Sometimes, your customer’s expectations don’t only surround the interaction itself, but the product, price, and your attentive support as well. Customer’s will usually expect you to be honest with them, especially when you’re selling an expensive product to them. Being knowledgeable and trustworthy will help the customers feel like they know what they’re buying, and that they are not getting cheated. Last but not least, customers will expect you to be positive! Your attitude can play a huge role in keeping your customers happy.
It’s significantly important to make sure that your team has the right skills to deal with your customers. Believe it or not, no CRM software can make up for weak customer service skills. Customers can get angry, irritated, and impatient. For these reasons, your team must be empathetic, consistent and patient. Every customer is different, and this is why your team must work on their adaptability. They must learn how to sense a customer’s mood and how to handle unpredictable circumstances.
When your team cultivates the necessary skills, they must move on to working on their customer interactions. Your team must learn how to practice active listening in order to make your customers feel heard and understood. Following up with your customers is crucially important to foster a relationship based on loyalty and trust. Make sure your team regularly follows up with your customers especially if they’re facing a certain problem. Sending surveys, or even an email can make your customers feel like you are on their side.
It’s very important to get personal with your customers, as they do not wish to feel like they’re communicating with a robot. Make sure your customers can always reach you or meet with you in person when needed. Try to offer some special services to your VIP customers in order to make them feel appreciated and valued. Last but not least, your customers will feel even more valued when you bring them together and make them feel as important members in a community.
Written By: Fatima Rassool