Sometimes you can´t solve a problem, however, you can offer a solution, a discount etc. Is the customer walking away with a feeling that they got a solution that was hardly worth making the call to begin with. In other words, does the solution warrant the problem?
Most customers want a couple of things to happen when they call to complain. They want to complain. They want someone to listen and they want someone to help them solve their problem. How well are you listening to your customers problems?
Problems will occur when running a business and we get so focused on the sale that we forget that the sale often continues long after the customer is sold. And even when they are no longer a customer, you can still contact them to try to win them back.
Even if you have a staff to handle customer service calls, I think it´s a good idea to occasionally take a few of those calls to stay in touch with the customers needs. This will also help to determine if there are other products and services or discounts you can offer. This will also allow you to get to know your best or repeat customers better.
Don´t forget to cross sell the customer. If you have many different services to offer it´s a good idea to go through your customer database before calling them. What you´re looking for is:
A. What did they purchase from you?
B. When did they purchase?
C. How much did they spend?
D. How often do they purchase this product/service?
E. Have the purchased other products/services in the past?
F. Are there other products you can sell to them? For example if they´ve purchased life insurance from you-can you sell them disability insurance?
G. Think about product develop and what other services you could offer that you currently don´t
H. Don´t forget to ask "?¦
1. How are the product/services working for you?
2. Are there similar services/products you´d be interested in receiving?
3. Do you get our catalogue/mailer? (make certain they get one)
4. Can we send you a sample/coupon/discount certificate?
Customer service is an important component to generating and keeping customers. Be sure yours is in step with the growth of your firm.
Tony Wilkins is the owner of Telemarketing Consulting Services and author of "Telemarketing Success for Small and Mid-sized Firms´ available in most bookstores and online at www.amazon.com and www.xlibris.com you may also find out about his workshops and services at
http://stores.ebay.com/telemarketing-success via e: mail at firstname.lastname@example.org or phone 415-267-4872 .If you´d like to be notified of a new posting for this column, please contact Tony Wilkins at email@example.com