Posts Tagged ‘customer service tips’

Dec 17

Personalized Greeting Cards for Customers: The Essentials

Posted by Jodi Riolo | No Comments

Even in this day and age of social media and e-cards, nothing can equal the warm fuzzies brought on by the sight of personalized greeting cards in the mailbox.

As such, the effort from business owners to send their customers a “Happy Holidays” card can go a long way.  Experts.allbusiness.com writer Drew Hendricks offers a few reminders on this gesture, including:
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Jan 19

13 Sizzling Customer Service Tips You Can Use Today!

Posted by Jodi Riolo | 2 Comments

 

The Secret Sauce to Customer Service

Did you know that you stand to lose approximately 50% of satisfied customers within 5 years?  It doesn’t matter where they went, they left you! Customer service skills count.

Can you afford to lose these customers?  The answer is an obvious no.  We all know it’s a lot harder and a lot more costly to get a customer back once they’re gone, than it is to keep them once they’re yours.  So why put your company through a costly process and rigorous churn to replace or win them back?

Don’t lose any of them. Period. These customers are your revenue builders, they provide repeat business and referrals.  To keep your customers, every interaction must be memorable, in a GOOD WAY!   

Exceptional customer service skills are directly attributable to customer retention.  In case you need it, here’s a little help . . . 

 Starting Today, Use These Sizzling Customer Service Tips

  1. Use your customer’s name at least 3 times in a conversation.  Keep it natural sounding. 
  2. Stay away from canned or scripted language.  This is extremely annoying and can be recognized in a heartbeat.   Keep your conversation friendly, natural and interactive.  We want to talk to someone that breathes and blinks.  
  3. You can’t actively listen to a customer and do other tasks.  Stop what you’re doing and give them your full attention.  Multi-task when you are not serving a customer.
  4. Take ownership of your customers’ problem – even if you are not the cause of it.  Don’t pass them all over the company so that they have to repeat their problem over and over again.   This is a real customer destroyer. You could easily loose them here. 
  5. Go the extra mile for your customers instead of looking for shortcuts. Customers can tell the difference right away and will appreciate the time you spend with them. 
  6. A silent minute on the telephone seems like forever.  When you are looking up information for customers, keep talking to them.  Keep it natural. Refrain from saying, “So how’s your day going so far?”  Seriously, this phrase has worn itself out.   
  7. Follow up with a courtesy call for every customer who was upset or had a difficult problem.  Then do it again within 30 days.  A necessary move on your part and a great relationship builder. 
  8. Take responsibility and fix a customer’s problem – OWN IT.  Avoid the, “It’s not my job” attitude.  Fix it so it stays fixed! 
  9. When said with sincerity, the words, “I’m sorry” can diffuse about 95% of most customer’s anger.  Oh yes . . . listen, listen and then keep listening. 
  10. Terminate calls courteously and let your customer hang up first.  
  11. Don’t speak negatively about anyone in front of a customer that you wouldn’t say for the entire universe to hear.  This could damage and destroy your reputation! 
  12. Make a sincere effort to remember personal details such as birthdays, their jobs, etc.  This makes customers feel important.  A good feeling.
  13. Keep greeting or note cards in your desk.  A card mailed (yes, the kind with a stamp) is more powerful and memorable than anything you could possibly send that is electronic.  Another good feeling.  

Do you have any bold tips you would like to share?  Let us hear from you!  Contact us . . . info@ClientRetentionInc.com

Oct 30

10 Killer Customer Service Tips You Didn’t Learn in Training

Posted by Jodi Riolo | No Comments

 

We’ve outlined some very important customer service tips that are basic, but valuable in achieving good customer relations and creating that needed customer experience. 

 

Picture this . . .

You enter a room and it is filled with every customer you currently have in your entire customer base.  Those are the only people in this room, and the room is jam-packed (yeah!).    Now for the reality check and a shocking statistic

At some point in time, approximately 75% of your satisfied customers will leave that room and go to the competition.  Scary thought, isn’t it?   Can you afford to lose that many customers? Sure it happens over a period of time, but I don’t know of any company that could sustain that kind of a hit. 

Why put your company through that rigorous churn?  

 

When your customers move on, here’s what you need to ask yourself . . .  

  1. How much revenue are you going to lose?
  2. How much will it cost to get them back?
  3. How much time will it take to get them back? 
  4. What is the game plan to win them back?
  5. Who is going to work this game plan?
  6. Why did they leave in the first place since our products and services are competitive?

Here’s the hard core fact:

It’s a lot harder and a lot more costly to get a customer back once they’re gone, than it is to keep them once they’re yours.

Building customer loyalty and a business relationship is paramount if your want to retain each and every customer you have.  Remember, you need these customers because they are your revenue builders, they provide repeat business and they give you referrals.  Don’t lose any of them.  Period.

10 Killer Customer Service Tips You Didn’t Learn in Training

  1. Use your customer’s name at least 3 times in a conversation.  Keep it natural sounding.
  2. Take ownership of your customers’ problems – even if you are not the cause of them.
  3. Go the extra mile for your customers instead of looking for shortcuts.
  4. A minute on the telephone seems like forever.  When you are looking up information for customers, keep talking to them.  It’s an excellent time to build relationships.
  5. Follow up with every customer who was upset or had a difficult problem. 
  6. Take responsibility and fix a customer’s problem – OWN IT.  Avoid the, “It’s not my job” attitude. 
  7. Any time you blame someone else for poor service, YOUR credibility goes down.
  8. When said with sincerity, “I’m Sorry” can diffuse about 95% of most customer’s anger.
  9. Terminate calls courteously and let your customer hang up first.
  10. Keep note cards in your desk.  A hand-written note is more powerful and memorable than anything typed. 

 Bottom Line:  Question: How do you keep your customers?  Answer: By showing you care. It’s that simple.

May 8

“FINE” is a Dangerous Word in Customer Service

Posted by Sandie Marinoble | No Comments

Have you ever had good food at a restaurant but the customer service was terrible? Then, as you are walking out the door, the manager asks, “Did you enjoy your meal?”

Are you truthful or do you just want to leave and not look back? Most often we say nothing for several reasons.

  1.  We don’t want to complain
  2.  No one is going to listen
  3.  We feel nothing will change anyway

After all, you won’t be going back so what does it matter? It does matter. Actually, you are doing the restaurant a severe injustice by not talking about your negative experience to the manager.

Do not be satisfied when you hear the word, “fine” because 65-85% of satisfied customers actually switch to the competition. It means the quality of service you are providing is either average or below average and your customers are on the fence. In other words, they are not loyal and will go elsewhere in a heartbeat. Satisfied customers are neutral and ready to bail. That is as clear as we can be.

Superior Customer Service should always be your goal!

Here’s what could happen to that restaurant:

Read More About Why FINE Is a Dangerous Word

Apr 7

Turn The Beat Around: Music In The Workplace

Posted by Sandie Marinoble | No Comments

music in the workplaceEver notice all the music around you?

It’s played in grocery stores, restaurants, elevators, doctors’ offices, nail salons, car dealerships, gas stations (yes, while you are pumping gas), business offices and even the parking lots!

Is music in the workplace appropriate? You bet it is.

Does music boost employee morale? Yes to that one too.

Music plays a positive role in most of our lives personally and professionally.

Music acts as an important component in building a customer service culture in the workplace. MORE

Mar 3

You owe it to your customers to only hire happy people

Posted by Sandie Marinoble | No Comments

hire happy peopleThe job interview process can be a bit like hopping on the merry-go-round at the park. Businesses ask, “do you have experience?” And of course, our thoughts were “how do we get experience if no one will hire us?” Can’t they see we are trainable and happy people?

If you are looking to fill any position within your organization, you owe it to yourself, your existing employees and most importantly to your customers, to hire happy people.

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