customer care and customer satisfaction
Customer care
Caring about your customers — and showing it through your service — gives you a high return on the time, effort and money you invest. Loyal customers are well worth nurturing.
They buy more, more regularly. And the cost of selling to them is almost nil, whereas finding new customers is an expensive business.
Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers, multiplying the damage to your reputation.
This briefing explains:
x
Stick to what you have promised.
If you say you will call back, do.
If you say you will send a quote by Friday, keep to that deadline.
B
Concentrate your efforts on the needs of the customer — not on what it would suit you to sell.
C
Use your person-to-person skills.
How to communicate with customers.
x
How to involve your whole team in customer care.
Be polite, friendly and positive.
Smile, make eye contact and look and sound enthusiastic. Speak clearly.
Use physical contact. Shake hands. Do not be held back by British reserve.
How to handle complaints.
x
x
How to deliver consistent service.
x
Greet your customers as if you are pleased to see them. Learn their names, and start using them, as soon as possible.
x
x
x
Customer contact
A Every communication with the customer is a chance to impress or to disappoint.
As a start-up business, you will need to make the most of every one of these opportunities. x
Answer the phone promptly. If it rings more than five times, apologise for the delay. Make sure outgoing messages on answering machines are upbeat and up to date.
x
Reply quickly to letters, faxes, emails and out-of-hours answering-machine messages. x
Provide information immediately, or let customers know when they can expect it.
x
x
Show a personal interest. There is almost always time to
Caring about your customers — and showing it through your service — gives you a high return on the time, effort and money you invest. Loyal customers are well worth nurturing.
They buy more, more regularly. And the cost of selling to them is almost nil, whereas finding new customers is an expensive business.
Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers, multiplying the damage to your reputation.
This briefing explains:
x
Stick to what you have promised.
If you say you will call back, do.
If you say you will send a quote by Friday, keep to that deadline.
B
Concentrate your efforts on the needs of the customer — not on what it would suit you to sell.
C
Use your person-to-person skills.
How to communicate with customers.
x
How to involve your whole team in customer care.
Be polite, friendly and positive.
Smile, make eye contact and look and sound enthusiastic. Speak clearly.
Use physical contact. Shake hands. Do not be held back by British reserve.
How to handle complaints.
x
x
How to deliver consistent service.
x
Greet your customers as if you are pleased to see them. Learn their names, and start using them, as soon as possible.
x
x
x
Customer contact
A Every communication with the customer is a chance to impress or to disappoint.
As a start-up business, you will need to make the most of every one of these opportunities. x
Answer the phone promptly. If it rings more than five times, apologise for the delay. Make sure outgoing messages on answering machines are upbeat and up to date.
x
Reply quickly to letters, faxes, emails and out-of-hours answering-machine messages. x
Provide information immediately, or let customers know when they can expect it.
x
x
Show a personal interest. There is almost always time to