Tony has a three-part series on customer service. Not just for telemarketers, these posts lay out some very thought provoking questions. To read Parts two and three, click on the “Next Post” link at the bottom.
Like most consumers, I sometimes need to call a provider to straighten up a problem IÂ´m having with their service. Unfortunately, I am also a victim of bad customer service. I wonÂ´t bore you with the details but my experience got me to thinking of my own customer service efforts. Which by the way is a form of telemarketing (any time you market your product/service via telephone its considered telemarketing). LetÂ´s stop and think about this for a second. Customer service is about making certain that your customers are happy in the hopes that they will continue doing business with you. Small business owners get this point because without these customers, they wonÂ´t grow. When I first began in this business, the question “how can I help you?” was more than a greeting. It meant something. To me it still does. While itÂ´s easy to assume your customers are happy there are a few tips to consider to make sure that theyÂ´re happy. And trust me, these are tips we all should remember (including me).
How often do you check in with customers to see how a project is going?
How often do you check with customers to see if they are still happy with your service or product?
Do you contact customers after a contract is complete to follow up on the job? This is to make certain they are happy but also to determine if they have need for more of your services?
Do you offer discounts to repeat customers?
How many More…