Posts Tagged ‘employee training’

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 1

10 Surefire Ways to Keep Your Customers

Posted by Sandie Marinoble | No Comments

We have been noticing and experiencing a tremendous spin on the customer service skills of employees. We mean that in a good way! They seem to be more attentive and engaged lately.

  • Recently at a local restaurant, we observed an employee whose soul purpose was to open the front door for every customer coming and going.  We actually watched the front door for quite awhile and that employee never left her post.
  • Another example was at a theater we recently attended. There was an employee “on post” that actually acknowledged all the patrons one-on-one as we left, and thanked us for coming to the movies.  That’s a first.
  • What about fast food? Employees are getting friendlier, look happy and seem to genuinely enjoy the interaction they have with their customers! (Well, most of them.)

It is so refreshing that companies are finally getting on board by understanding the necessity of creating “the customer experience” by training and hiring the right people for customer service positions. Why the change? Competition maybe? Whatever it is . . . we are loving it!

However there is a flip side. Companies really need to embrace the fact that up to 70% of their employees may no longer be committed to the company or to providing quality customer care.  They are just going through the motions.  Identify these employees and address it.  Unhappy employees have a direct reflection on the bottom line, so it’s critical that your “front line” employees are committed to providing excellent customer care. The “I don’t care” or “it’s not my job” attitude can hurt a business in a huge way. When you want to stay in touch with the customers that mean the most to your business, we suggest setting up a greeting card program where you can thank your customers with no strings attached.

Learn The 10 Surefire Ways to Keep Your Customers

Jun 9

Bullies In The Workplace – Client Retention suggestions

Posted by Sandie Marinoble | 1 Comment

bullies at workHere at Client Retention, we have years of customer service and management experience. Here is our perspective…

What determines a bully?

  • Bullies purposely try to make people feel uncomfortable OR purposely put people down.
  • Some also have a habit of keeping you in a state of “psychological emergency.” This makes them feel important by continually keeping you in a scrambling mode.
  • You are constantly walking on eggshells around them and they love it.  This is one of the worst forms of bullying. MORE
May 4

Is Cell Phone Abuse Creeping into Your Workplace?

Posted by Sandie Marinoble | No Comments

Cell Phone Abuse at WorkCell phones and smart phones are here to stay and we love them!

The convenience of making or receiving a call at any time, any place (well, almost), far outweighs the negatives about cell phones and smart phones.

So how can a cell phone possibly be troublesome in the workplace? What exactly is the growing concern?

Perhaps this inexcusable scenario may sound familiar to you: MORE