Don't focus too much on finding new customers. Instead, focus on taking care of your current or existing customers, because when you do this well, they will introduce you to even more new customers, at the lowest cost and with maximum resource savings.
Did you know? The cost of acquiring a new customer is on average 5-7 times higher than the cost of retaining an existing customer.
But how can you effectively care for customers to build loyalty and encourage them to refer new customers? In this article, Bellsystem24-Vietnam Here are 5 tips for building a successful customer care campaign.
5 Tips for Effective Customer Care.
1. Learn to be patient.
Did you know that there are many people who do customer service profession And salespeople often talk about how they fought with customers, how they argued with customers, how they made customers apologize, and they see that as a proud achievement in their work. This is truly a foolish mistake, and it should be discarded.
Remember, even if you win those arguments, will customers continue to use your product or come back to buy from you? Ultimately, it is the salesperson and the business that suffer.
That's why Patient Customer care and sales are truly important. Be patient by listening to customers' problems and needs, take notes, and help them get what they want. This is the key to successful customer care.
2. Become a refined person.
Consider the following example: When you call a customer, is the first thing you always ask: "Hello, is this Mr. A's phone number?" – If you are actually doing this, think about changing it right away! Because today's customers are very smart, they can easily recognize a sales call and will hang up immediately.
Instead, be more tactful by gathering customer information before calling them. You must have at least 5 fields of information:
- Customer name.
- Phone number.
- Sex.
- Age.
- Latent demand.
Try starting with a more intimate conversation: Hello, Mr. A, my name is Nghia... explain.
3. Proactivity.
Before calling a customer, determine their information to find out: Who are they? How old are they? What is their occupation? What are their desires? What is their family like? The more information you gather about your customers, the better your chances of connecting with them and making a positive impression. Remember that proactively collecting and researching customer information is extremely important and has a significant impact on the quality of your calls.
4. Harmony.
Many companies are training call center employees according to a pre-set script. (Call script) And the task of employees is to interact with customers based on a script without any flexibility. This is not a wrong solution, but perhaps it is not yet optimized. In a customer service environment, you will encounter many different types of customers, ranging from demanding to easygoing, but ultimately, the goal of customer service is to create an experience that is tailored to the customer's wishes.
That's why, in the event of encountering such situations, demanding customers You can still use the existing call script to ensure service standards, but if you need to approach cheerful, open-minded customers, be flexible to match their emotions. Remember, people tend to prefer interacting with those who are similar to them. This is also a note for customer service and sales managers to find solutions to change their current approach, rather than just rigidly training employees based on the Call Script.
5. Problem-solving skills.
In the course of business operations, it is inevitable that companies will receive complaints and grievances from customers regarding product usage and technical issues. It is the company's responsibility to receive and handle these complaints. But how should they be handled to ensure that customers are satisfied and continue to use the products you provide?
The first thing to do when receiving a customer complaint is TAKE RESPONSIBILITY FOR YOURSELF FIRSTRegardless of whether the fault actually lies with the company, the customer's frustration will be alleviated at this point. Then, make a promise about how the issue will be resolved according to your company's policy, one that you know will satisfy the customer and increase their loyalty to your brand. Don't forget to provide the customer with the earliest possible timeframe for resolving the issue.
For you:
- 2 steps for handling customer refusals in sales.
- Persuading difficult customers with the art of "winning hearts"
Investing in effective customer care is a wise strategy to generate sustainable revenue and profits for your business, while also saving significant costs and resources by acquiring new customers through referrals from existing ones. Bellsystem24-Vietnam wishes you continued success in creating exceptional experiences for your customers to achieve sustainable growth.
