1. When the client communicates a problem, take it as their own problem and show great interest in solving it.
Statistics indicate that two out of three clients who leave a company do so because of poor attention received to their problems and claims. It is not about the quality of the product, nor the price, nor the offer of the competition… It is a problem completely within our reach: our human condition to make our client feel important. Show interest in your problems, so you can be sure of having an expert on your side helping you to overcome the disadvantages of your business.
2. If we could solve the problem, excellent. If not, offer alternatives.
Do not lock yourself in the phrase, "Sorry, but this is not the responsibility of our company." On the client side, is there anything that sounds more unpleasant than that? If the problem does not really belong to our area, investigate and suggest to the customer suppliers that can solve the problem. The client will feel very content and will greatly appreciate our gesture of giving him a clue to start solving the problem.
3. Avoid important communications through MSN Messenger, Facebook, telephone, personal mail.
Using so many communication channels, it is very difficult to follow up and correct errors (we cannot see the personal email or chat of our staff). The ideal is a tool where there is a centralized record of all communications between clients and company personnel. In this way, when the loss of a client occurs, we can easily and quickly trace who the staff member in charge of attending was, see the history of conversations, etc. Surely we are in time to take corrective measures (to recover the client) and preventive measures (to prevent it from happening again).
4. Identify important clients and give them preferential attention.
In most companies, there is always a group of 10-20 clients (depending on the size of the company) that represent a significant percentage of annual turnover in the company. When we are overworked, we may take an hour to resolve a new customer's problem and delay service to a frequent and loyal customer.
Query ticket systems are very useful in these cases as well, since they allow prioritizing queries from certain clients. The attention staff may not know the importance of the client, but they will see your query in red (high priority) and automatically know that it needs to be resolved more urgently.
5. To the client who leaves the company in silence, communicate it, investigate the reasons and seek solutions.
There are many shy and / or reserved people who do not like to conflict or feel "heavy" and do not directly communicate their problems and claims. Instead, they look for solutions on the other hand (the competition, sad but real example). We must be very attentive to this type of case and communicate with the client. You will greatly appreciate our gesture and very possibly help you open up and communicate your problems to us. In most cases they will be solvable problems, however if we did not find out about them, they meant the loss of the client.
To learn more about the operation of the aforementioned tools, it is recommended:
See screenshots of the web system for customer service queries.
