Does Your Customer Know You Care?
Sometimes you find a gem among the truckloads of advice on “improving customer service” published on the web. Here’s one offered by Business 2 Community, a forum offering “valuable insights from both a business-to-consumer and business-to-business perspective helping us truly create a ‘Business-to-Community’ experience.”
In a discussion focusing on the decision-making element of perceived indifference, a feeling a customer gets when customer care is lacking, these tips are provided for putting more care in customer-care:
- Do you answer the phone on the second ring every time?
- Do people have an on-hold message to listen to? (And does is provide useful upsell info?)
- Do you thank your customers or potential customers for calling?
- Do you thank your customers or potential customers for visiting your business/or website?
- Do you thank your customers for buying from you?
- Do you and your team always arrive on time for meetings with customers?
- Do you deliver products or services when you say you will every time?
- Do you always let your customers know beforehand if there’s a problem?
- Do you always return phone calls the same day you get the message?
- Does each team member take responsibility for helping customers or do they hand around customer problems from one to another or from department to department?
- Are team members empowered to provide compensation / service recover following a complaint?
- Do you stay in touch with customers regularly?
- Do you keep your customers informed about new things happening in your business?
- Do you thank your customers when they pay on time – every time?
- Do you have a policity to turn your mobile phone OFF/silent when in meetings with customers or potential customers? (I have to throw this one is as it’s a particular bug bear of mine which I find totally ‘rude’ and is a strong example of ‘perceived indifference’).
Some of these issues can be solved quite simply, such as lining up a firm such as Easy On Hold to write and deliver meaningful messages on hold. Do your customers know you care?
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