Apologizing is an art form that is the backbone of customer service when things take a turn for the worst. Yet, many people don’t know how to effectively apologize to their customers, therefore potentially jeopardizing that business relationship.
Category: Customer Service/Assurance/Delivery
Things go wrong; it happens. That’s a fact you have to accept quickly. An angry customer doesn’t want to hear what has gone wrong, especially if you have made promises and then broken them in the past.
It can be thrilling to “hunt” a prospect, eventually winning their business and cashing in the sale. But don’t let the excitement of getting new customers overshadow caring for current ones.
Think about the last time you bought something for yourself. After doing some initial research yourself, you probably asked some friends if they’ve had any experience with the product or service you were considering. Their answers were probably a make-or-break for your decision, right?
After closing a sale, you may be tempted to just sit back and relax after a job well done. The thing is, you’re not done yet, and you won’t be until your sales relationship with that client ends.
People’s opinions of everything are always changing, and while a solid start with continuing effort are part of what it takes to maintain customer loyalty, you can’t forget the details, says Shep Hyken in a CustomerThink article.
According to Joseph Michelli in a recent CustomerThink article, there are three common types of memorable moments: recent, peak and pain moments. If you want to be recommended to others by your current clients, hopefully you have made memories with existing clients in at least one of the main three categories.
If you’re sick of writing, “Just Checking In,” as the subject line of every outreach email you send to clients, guess what; they’re probably just as sick of reading it.
Would you say your daily work routine is productive? Whether you have your doubts or you want to learn what you could be doing better, Selling Power editors say that there are four ways that productive salespeople tend to spend their time.
You shouldn’t need loyalty programs to get repeat customers. Loyalty is something you must earn, writes Adrian Swinscoe in a CustomerThink article. Swinscoe says there are three keys to loyalty.
When was the last time you updated your customer service plan? If your response was a scoff thinking that your service plan doesn’t need updates, think again.