CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#18 ROLL OUT THE WHITE GLOVE TREATMENT
Make sure you’re meeting your customers’ needs. Consider offering VIP treatment for your best customers to make them feel appreciated. You can also assign support reps to specific customers so they can build personal relationships. Make each of your customers feel like they have a friend in the business.
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#16 BE ACCESSIBLE
Part of the personal touch is being available. You have to make it easy for your customers to reach you. Even if your business is largely online, try to meet in person with local customers or offer video calls (such as Skype) if face-to-face isn’t possible. The more ways you are accessible (via phone, chat, text, email etc.) the more trust you’ll build.
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#11 FOLLOW UP AFTER A PROBLEM IS SOLVED
Follow up with your customers to ensure their issues were resolved properly and that they were satisfied with the service. Give them a call, send them a good support email, or even a feedback survey is a great way to let your customers know you care and you’re still on their side.
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#10 ADMIT YOUR MISTAKES
If you mess up, admit it, even if you discover your mistakes before your customers do. Admitting you messed up builds trust and restores your customer’s confidence in your service. It also allows you to control the situation, re-focus the customer’s attention, and fix the problem.
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#9 PRACTICE ACTIVE LISTENING
When you use active listening, your customers feel heard. Make sure your customers know you understand them by clarifying and rephrasing what they say. The key is to empathize with them and reflect their feelings by saying things like, “I’m sorry, I can see why that is upsetting” or “That is a problem and I understand what you’re saying”..
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#8 PAY ATTENTION TO CUSTOMER EXPERIENCE
A negative customer experience at any point in the customer lifecycle can destroy your relationship. Pay critical attention to key touchpoints: customer trial periods, customer sign-ups, customer on-boarding etc. Make sure you have a full view of your customer experience, or you risk breakdowns in service that will hurt business. If you discover a lapse in service, make sure to bring it up with your management team so it can be fixed.
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08/03/2021
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#5 DONT BE AFRAID TO SAY I DO NOT KNOW
Your customers rely on you to know your product inside out. It’s your job to stay informed enough to respond to questions or at least know where to turn if the questions become too technical for you to answer. If you don’t know the answer it is okay to say to your customers “I don’t know”, as long as you follow it up with “but I’ll find out”. Customers will appreciate your honesty and your efforts to find the right answer.
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#4 SHOW YOUR WORK ETHICS
Customers appreciate a rep who doesn’t pass the buck and sticks with them until their problem is solved. However, you can’t spend too much time handling one customer while others are waiting. You have to stay focused on your goals to achieve the right balance.
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CUSTOMER CARE TIPS TO ALWAYS REMEMBER
#3 ASK CUSTOMERS IF THEY UNDERSTAND
Make sure your customers know exactly what you mean. You don’t want your customers to think they’re getting 25% off when they’re actually getting 25% more product. Ask customers if they understand what you’re saying. Use positive language, stay cheerful no matter what, and never end a conversation without confirming the customer understands and is satisfied.
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