Top 10 Ways to Keep Your Customers
By Kate Schultz
1. SAY thank you and smile.
an image of someone that others will want to do business with. A good attitude is a
powerful customer service tool.
2. OFFER a money back guarantee.
If you won't guarantee it, why would
anyone buy it? Broken promises are a big source of customer dissatisfaction.
3. RESPOND promptly.
Even if you don't have the solution to the problem,
keep your customers updated on your progress. Nobody wants to be kept guessing about what
is going on.
4. LISTEN to the customer.
Ask your customers questions. Find out why
your customers buy from you. Find out what your customers care about most and what they
think of your current service.
5. ANSWER the phone.
A prompt answer and a pleasant greeting will start
any type of phone call off on the right track. Identify yourself and ask how you can be of
assistance to the caller.
6. SHOW customers how to save money using your products or services.
case histories and let your satisfied customers show others how you helped solve their
problems. Your customers need information and your expertise.
7. MAKE IT EASY to do business with you.
From accepting payments to
shipping orders, keep all customer records computerized and accessible by sales and phone
representatives. Make it easy for your employees to take care of issues without having to
get back to the customer.
8. WOW your customers.
Under promise and over deliver. After your
customer has made a purchase send a surprise welcome gift along with a handwritten thank
you note. Make them feel good about their decision to buy from you.
9. PERSONALIZE all communication.
With all the tools available today, you
can easily customize your written correspondence. Customers want to be treated as
individuals. Make them feel special.
10. TRAIN your employees.
PLEASE! Your customers will appreciate
employees who are courteous and knowledgeable. A trained employee will project a
confident image to your customers. Teach problem solving skills so that employees are
empowered to resolve problems and ultimately delight your customers!
Copyright © 1999 by Kate Schultz
About the Author:
Kate Schultz is the Publisher of E-ZineZ: the E-Zine about
E-Zines. Visit E-ZineZ at http://www.e-zinez.com for how-to
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