Source of Infographic: SalesForce Desk
Customer Service Training
When working with customers they want to know that they are going to be taken care of before, during and after the sale. How you handle your customers during each of these critical stages of the sale determines what happens.
Customers regardless how many you have want to know that they are number one priority. They want to know that they have your full undivided attention regardless of how many customers you have. When you treat them like they are top priority they will be delighted, and tell other people about their satisfaction.
Customers although they want to be first, also want to know that they have space and are not being pushed into purchasing something. A crucial mistake is coming on too strong and scaring your customer away. When you do this, they will certainly tell their friends about their experience and this can be a deal killer.
Listening is also important. You need to hear what they want. Not only that you need to listen for other things that could help you with the sale. Sometimes the best thing to do is stay quiet.
Building Customer Retention
After the sale customers want to still feel important. Don’t leave them hanging, still be warm and genuine, the same way when they first walked through the door.
Ask questions, and share your opinion. Ask them for their opinion, compliment them if they like your page on Facebook. A little appreciation goes a long way.
If your customer has a complaint or problem handle it swiftly, and professionally, apologize for any problems and make sure you FIX the problem. One negative experience overwrites many good experiences. And you can bet that they will share that negative experience with every one they know!
If you make a mistake, apologize and fix it! Prompt response insures satisfaction. If you tell a customer you will call at a certain time. Do it! They will remember and hold you accountable!
In any situation make sure that you take responsibility and action with your customers. If they end a relationship with your business make sure that there is nothing else you can do to fix the issue. If it is bad customer service find a way to resolve it. Customers care more about how you make them feel then your ego and you feeling like they can just go somewhere else. If they take their business elsewhere things about the other people they will take with them.
Providing stellar service insures your customers will return to you and hopefully bring their friends back with them. If you make them feel appreciated and wanted they will most likely always come back. A good experience will be shared and if they are unhappy a bad experience will be shared more.