“Maintaining good customer relations is more than just saying sugar-coated words.”
Customer satisfaction is a key to scale any business. Keep your customers happy, and your business will get leads and success! But, since many companies make considerable efforts to keep their clients happy, the bitter truth is that most customers stop dealing with the same brand after an awful experience.
Nevertheless, companies who successfully employ efficient customer experience strategy get high client satisfaction rates and more revenue.
Also, a customer who has a positive experience in dealing with the brand will likely come back and perhaps become a loyal customer.
But how? What are those magical tips to retain client?
Without further ado, here are ten proven tips that will help your team build a strong customer base:
Keep Your Standards High and Response Time Low:
Your team’s inbox shouldn’t be cluttered with emails, instead, make it a zero-sum responsive game. Keep things simple and sorted and tried to answer every query in shortest time. Since, answering basic, simple questions over and over is where your keystrokes fail; make use of templates to keep your response time low. If customers have to wait for your reply, chances are they will become sad. Here are some ways you can use to reduce your response time:
- Add communication channels like live chats, forums, etc.
- Schedule responses
- Pre-formed templates
Efficiently End the Conversation:
The ability how you end the conversations enhances the chance of making a good customer interaction and helps in retaining a loyal customer. Leaving any query unanswered or any situation unresolved can give rise to unnecessary problems. However, to make things smooth, communicate with the clients and try to know what’s bothering them
Make sure to give importance to your customers. Always ask, “Is there anything else I can do for you today?” or something like: I’m here to help you, what can I do for you.
Look for small opportunities to make sure that your team will satisfy the annoyed customer completely.
Use CARS While Answering Customer Complaints
Customer’s complaints, if addressed and answered can turn an unhappy customer into the happy one! Credence negative complaints and use soft tone to answer them. Always:
- Control the situation
- Acknowledge their problem
- Refocus on the conversation
- Solve problems to keep customers happy
Not everyone complains is a sign that something is wrong with your business, so instead of haphazardly following customers complaints, try to figure if the problem is genuine or not. Organize meaningful complaints and red flag unnecessary ones.
Don’t Use Negative and Blunt Comments:
Don’t be aggressive and straightforward if the problem is from your side. Instead, use soft tone and apologize frequently. Using infuriating comments can heat-up conversation. So, even if the client is unreasonable, apologize and try to resolve the problem. If you encounter a lost or an unnecessary cause, keep it professional and friendly.
Find Out whom you are talking to:
Evaluate through messages about the customer’s mood. While dealing with complaints, you would encounter clients like:
- The aggressive one: Dealing with outspoken and aggressive customers is a bit difficult. So, react with politeness. Don’t be submissive; after all your team should be treated be with the same respect.
- The Meek one: Such clients are generally averse, which means you have to inquire deep to know the problem.
- The persistent caller: This kind of customer will call you a lot, but it doesn’t mean your team would neglect their problems. Patience will keep you going, and once these customers are satisfied, there would be no more complaints.
Make Clear Communications:
Clarity of communication is the paramount thing because it will not affect your business growth but will also hamper the customer relations. While faulty writing style can impede conversation, an excellent reply can be a keystroke for your business. Here are few things you can do:
- Arrange complaints by difficult; the more quirky and genuine complaints should be answered first.
- Use bold, italics and underline with an emphasis on words that could impact clients.
Use Latest Tools for Right Support
It’s tough to know what customer exactly want. However, the proper support and right assistance can make things easy. Give your customers the right and latest tools to treat customers.
If your team is unable to provide any help at that instant, ask your phone number customer service executives to take their contact info to reach them later.
For instance, if you have a caller who is looking for a co-op bank contact number and your team is not having the latest one, you may fail in providing proper assistance. So, keep your team updated with latest tools and technology.
Use Strategic Automation Mode:
Strategic automation will let customers receive the best assistance in the first round. Managing workflow is the first way to; this will help you:
- In managing the response time
- Streamline conversations and work
- Help you manage VIP customers easily
Combine Customer Service Team:
Handling customers without a customer service team would be chaotic. So, eliminate the confusion and build a good service team. Ask your team to make a template for everything to manage workflow.
Hire Good People:
The quality services that clients need is all because of quality people providing proper support. However, having people who barely know customer dealing can hamper your business’s growth and will not keep your customers happy.
So, invest in good people, hire the talented folks and trust their abilities. After all having a team who can engage customers and help them deal with their most difficult problems will help in your company’s growth.
It’s not always the brand or products that woo people; good customer service is also a paramount thing. You cannot hack a customer; however, following the tips mentioned above will help you.
Also, these pro tips will aid in maintaining a healthy relationship with clients, which would benefit your organization in the long term. Not only this, you’ll be able to establish brand loyalty and a strong customer base.