Written by: Administrator
0 Comments
A happy, satisfied customer will come back for more and will recommend your products and services to their family and friends. An unhappy customer may never return, losing you valuable revenue.
You may think that one or two dissatisfied customers here and there aren’t a problem, but keeping your customers happy could be the key to success or failure. It can be much harder, and more expensive, to find new customers than to continue serving existing customers. And this is never more true than in times of recession, when customer loyalty and an established customer base can help prevent some businesses from folding. You might be surprised by how much each customer is worth to your business.
We all know what bad customer care is like: off hand or ignorant sales staff, late deliveries, receiving the wrong order, being left on hold when phoning. All these experiences can put people off using you again. Good customer service always stands out: polite, friendly staff, clear information, and a prompt and reliable service. These features should be at the heart of your business.
Treating your customers well should be part of your brand values and be ingrained in everything you do.
Remember:
- The essence of good customer care is to treat your customers as you yourself would wish to be treated – with courtesy and respect.
- Train your staff in customer care so they have the skills to deliver excellent customer service.
- Display a customer care charter setting out the standards by which your customers can expect to be treated.
- Involve your customers, ask for their opinions and respond to feedback.
- Set out a clear complaints handling procedure.
- Above all, replicate your successes and learn from your mistakes.
