Last week I posted several columns on customer service to an overwhelming response. Wow you guys had some amazing insights. Good customer service is a ongoing issue that can either make or break your sales. Always strive to make the custoemrs experience one they can feel good about. Even when you can’t solve their problem. Thanks so much. Here are just a couple of my favorie responses…
A rule of thumb for effective customer service and for building customer trust and loyalty:
Never lie to or attempt to deceive your customer. Also, know your company’s policies and procedures before you answer a customer’s question or address a concern they have. If you do not know what your company’s policies or procedures are, you should ask before you provide your customer an answer. I had a customer service agent of a company I used to be a satisfied customer with either blatantly lie to me to get money, or they were ignorant of their company’s policies and procedures. To make matters worse, two other agents of the same company either lied to me or did not know the policies or procedures to follow. Their deception or ignorance nearly sent an innocent mentally ill man to jail and cost me over $150.00 personally. I contacted the CEO’s office of the company and did receive a check for the $150.00, however, if this innocent mentally ill man had gone to jail-even for one or two days, no amount of money would compensate for the harm done by their actions. So, please tell the truth AND if you do not know the policies of procedures of the company you work for, ASK the appropriate person what they are before you tell a customer.
sales marketing requires such so much effort to build goodwill to your first time clients in order to become a repeat customer… telemarketing is one of them..thru it, follow ups become easier.to be able to take care of them and handle the problems they encountered later on while in or after the transaction(is completed).