27 tips to provide Superior Cust Service for retention & referrals

Empathy Statements & Phrases that show Customers you care (Comm100.com)

  1. I see you’ve been with our Company for__ X years. That’s a long time!

  2. I appreciate your patience.

  3. Thank you for remaining so positive.

  4. Your business means a lot to us.

  5. I want to thank you for taking the time to speak with me today.

  6. If I were in your position, I would feel the same way

  7. That would frustrate me, too. I would be asking the same questions as you are.

  8. You are totally right.

  9. I would come to the same conclusion.

  10. Personally, I would recommend you to…

  11. Would you like to try our new X?

  12. You can consider Y.

  13. You might find Z helpful.

  14. I think you’ll find it’s much easier if you do X.

  15. What can I do to make your experience with us better?

  16. What would be the best-case Scenario for you?

  17. Is there anything else, big or small, that I can help you with today?

  18. How do you feel about X?

  19. Are your needs being met with our product/service?

  20. If I’m understanding you correctly…

  21. So what you’re saying is…

  22. Did you mean to tell me X?

  23. Let me know if I’m getting the story right…

  24. What you’re saying is…help you with that.

  25. Give me just a minute/second while I figure this out for you.

  26. That’s awesome/great!

  27. I can fix that.

Gr8 Service Topics: Care, Communication, Complaints, Consistent, Feedback, Help, Inform, Level, Loyal, People Skills, Promises, Promotions, Rapport, Response, Retention, Reward, Treat, Trust, Update, Value & others.

Every company has a mandate to attract new s at all times. Indeed, attracting new s is one sure way to keep Cash Flow to be successful bankrupt. The more you show that you care about your , the more they’ll likely want to continue using you and recommend to other s. With that in mind, providing good Service to your s should naturally be one of your priorities in your day-to-day operations. Here are __ tips to develop superior service that will also attract new s:

  1. Show Customers you really Care

You can get a jump on your competition and attract new Customers by focusing on this crucial area of your business. Show them you really care and you will earn their loyalty.

  1. Have many Communication Channels

Customers want to contact you in many different ways – face to face, mail, phone, fax, Email (whatever is the most convenient to them) – and will expect all of these communication channels to be open and easily accessible. Therefore, put in place adequate measures to be reached when you are needed.

  1. Deal with Complaints rapidly

No one likes hearing Complaints, so it’s little wonder why many biz hate it when Customers complain. Bill Gates loves it. “I learn more from complaints than anything else” Respond to complaints instantly & maturely and you will reap the benefits of good service.

4. Be Consistent

Customers expect consistent & reliable service. Acting nice today and acting nasty another day will only scare them away. Be consistent and follow through. Let them know that excellence & consistency ae really what you are all about.

  1. Ask for & Listen to Feedback

Do you clearly understand the needs of your Customer? Ask them what are there needs and listening intensely to what they have to say creates a great rapport and maybe even new products.

  1. How do you get Feedback?

If you can, have a 24/7 Hotline. If not. make it as long as possible. Use Feedback forms & Satisfaction Surveys – at least annually – to get their feedback. Evaluate the Feedback to determine if their suggestions will benefit them as much as you.

7. Pay close attention to Feedback.

Make sure your s have a way to share their opinions about your business. Whether it’s a Survey or an open invitation to share Reviews on websites like Yelp or Facebook, when s feel like you are listening to what they have to say, they’re more comfortable investing in your product.

  1. Be Helpful – Even if There’s No Immediate Profit

Be open to being helpful at all times. Do not be nice only when there’s a reward in it for you. Helping your Customers, even when they least expect it, will impress them and build their loyalty in you.

  1. Keep Customers Informed

If the need for you to raise prices occurs, inform your Customers in advance and explain why. Their feedback will serve as a good measure to know if they understand the change or not, and it also provides them the opportunity to make purchases prior to the price hike.

10. Treat every Customer with the same level of service.

From the one who checks in with you once a year to the one that you’re in contact with daily, make sure each one gets the same level of service. Repeat Customers, Referrals & former Customers can be a huge asset for your business so you don’t want to roll the dice with inconsistent service experiences.

  1. Stay Loyal to your Customers

Loyalty is key to attracting new Customers. When your existing one know that you are loyal to them, they hold nothing back when it comes to introducing new Prospects to you and your business. This is marketing that is done passively for you.

12. Hire employees with excellent People Skills.

From the Receptionist to Sales, to Service, hiring people with good people skills is a non-negotiable for your small business – service success. Service serves as the face of your business, so you need to ensure that it’s a face you’ll be proud of.

13. Be Present on every level.

Service is all about being present, from the service counter to social outlets to emails. Taking hours or days to respond to your s via phone, email or social media will no doubt leave them feeling neglected and eventually unhappy with your services. Before you let it get that far, have an action plan in place for every avenue of communication and make sure your team is on the same page.

14. Learn to be a Pro at Prob-lem solving.

The age old mantra “The Customer is always right” still holds true today. It doesn’t matter who’s right or who’s wrong. At the end of the day, reaching a solution for your Customer is going to make a (+) impact on your bottom line. In a best case scenario, you can increase loyalty & generate referrals.

15.Don’t make Promises – you don’t Intend to Keep

Reliability is crucial to any good relationship and good Customer service is no exception. Think before you make promises – because nothing annoys them more than a broken promise.

16. Don’t make false Promises or Guarantees.

Extravagant promotions & promises will no doubt entice s. But, nothing is more frustrating for current or potential Customers than a bait & switch offer or a promotion with a multitude of stipulations. Be honest and upfront about your promises, and you’ll build a happier, more committed Customer base.

  1. Introduce Promotions

In a bid to get your Custom stuck with (no, stuck on you), introducing temping promotions can act like magic. Promotions that provide true savings and value causes current Customers to also introduce other Prospects to you and your business in an effort to share those savings.

18. Build Rapport with your Customers.

Your Customer base is likely smaller than a Fortune 500 company where s are just a number. As a small business owner, you have a real opportunity to personalize the experience. Regularly reaching out to your s, getting to know them by name, and remembering faces will make all interactions with your business more memorable and will make your s feel valued.

  1. Rapid Response to Customers!!!

Speed is everything, especially when a Customer is requesting something that’s time sensitive. When you respond to your Customers swiftly, they are satisfied and will hold nothing back at recommending your brand.

20. Understand the value of Retention.

Marketing is expensive and requires time and effort to do well. While it’s important to grow your small business by adding s, make sure to keep in mind the value of Retention. It’s 7x more expensive to acquire new Customers than to retain existing ones. Retention is only possible if you’re demonstrating appreciation for and providing value to your s at every stage of the lifecycle.

  1. Reward Customers for Loyalty

Put in place an adequate reward system for your Customers. When you do this, you increase the confidence they have in your brand. Reward them adequately and on time for that which you have gained from them. (more on Reward means toward end)

22.Take the Extra Step to please !!!

If you want to provide good service, go beyond what your Customers want. Do more than they expect, go the extra mile and it adds a sense of satisfaction to you and your Team.

  1. Always “Keep in Touch” with them

Stay in touch with them on a regular basis through a new Posts to your Blog (ie, weekly +/-) monthly Newsletter, or some other means that affords ongoing communication.

24. Treat your employees the way you expect them to treat your Customers.

This is perhaps one of the most overlooked secrets of great Service. Small business owners should treat employees with the same respect, transparency & appreciation that they would a valued Customer. The happier your employees are, the more dedicated they’ll be to providing excellent service to your Customers.

  1. Build Trust among your Customers

There are various ways in which you can build trust and providing consistent value is one of them. Decide which works best for you and carve a niche around it.

  1. Keep Customers Updated with new Developments

If it can apply to them, let your Customers know what you’re working on and how things are progressing. Ask for feedback on what they think about it to keep them involved.

  1. Know your Customer Value $$$

How much do they buy per year? Focus most heavily on the top few Customers where you get most of your business. If you keep them happy, they’ll keep you happy !!!

Conclusion: Master these items above and before long, you’ll be amazed at how loyal your Customers become to your brand.  Never forget that more Customers = more profit. Therefore you have all the opportunity in the world to increase your Customer base by putting in place top notch service.

Comments: Are there any other Service Tips you can think of?

primarily fm Small Biz Trends 11/20 enhanced by Peter/CXO Wiz4.biz

For more Info, Click on Customer Service.

 

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