A tremendous opportunity to connect and reinforce a customer relationship is provided when customers call in on the phone. A little extra time and effort spent can provide groundwork for continuing business with that customer. Using the following tips provided by Adrian Miller of Business Know-How will help you satisfy your customer’s needs and encourage him/her to patronize your business again and again.
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Make sure that the tone of your voice is appropriate. The wrong tone of voice can completely contradict your message!
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Listen attentively. An irate or troubled customer is not in the mood to repeat what was just said.
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Follow up on the solution you presented. Re-contact the customer to make sure that everything has been handled in a satisfactory manner.
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Remember to ask if there is anything else that you can do. This question often results in increased business and a more committed customer.
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Always conclude each call with a “Thank You” or a verbal message of appreciation for their business. Leave your customers smiling if you expect return patronage.
It costs five times as much to bring in a new customer than to keep an existing one. Using these tips will encourage loyalty and continuing business with the customers already in your system. For further tracking and follow-up with your customers, consider using CounterPoint’s new feature, CustomerConnect. For more information, call us at 800-672-4806 or email us.