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Marketing Quick Tips
Customer Service
1. Use The Phrase, "Right Away": When a customer makes a request of any type, tell him that you will do it "right away." On a subconscious level, you communicate to that customer that he is important to you, and that his request is your top priority.
2. Ask The Question, "Is There Anything Else?": Especially at the end of a sales transaction or phone call. This closes the loop for your customer and gives him a feeling of finality. Plus, you'll be surprised how many times there IS something else that you need to take care of.
3. Give Unexpected Bonuses: Reward your customers for doing business with you. Be sure that you do it in a personal and unpredictable way. For example, for a regular customer, you might want try giving some movie tickets or restaurant gift certificates ... this keeps the customers wondering if and when they might get something ... without training them to buy just for the bonuses.
4. Keep The Customer In The Loop: If a customer calls in with a request that is going to take you about 30 seconds to research and require a supervisors approval, there are two ways to handle it. The first is to say, "hold on". After about 22 seconds the customer is going to start feeling like you have fallen into a lava pit never to be heard from again. Another way is to say, "I'm going to need to pull up some information in my system, Mr. Smith. That should take about 30 to 40 seconds and I am also going to have to get my supervisor, Steve Jones to approve this. I'm sending an instant message to Mr. Jones right now; he should be available by the end of the 40 seconds of research I need. Would it be okay if I put you on hold while I do this?" See the difference? Keep the customer IN THE LOOP!
5. Get To KNOW Your Customers: At a local dry cleaners, they keep track of customers by phone numbers, not names. The first few times Rich went in there, they asked his phone number and proceeded to get his order. After about a ten visits, the clerk would say, "Let's see.. 817-864-... what were the last 4 digits?" After that, when he walks in, they automatically pull his order while they ask him how his day is going. The amazing part - all the clerks are high school kids. If they can get to know Rich, you can certainly get to know your customers.
Quick Tips Index
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