If there's one thing that could be described as the Holy Grail of business, it's probably customer loyalty. Garnering such dedication that a consumer will actively 'fight your corner' is something that any sensible company should aspire to. We've got a few tactics you may not have considered; try slipping them into your next customer service training session, then just watch your customer loyalty skyrocket.
Tip #1: Create memorable moments
When a customer chooses your business to fulfil their requirements, they do so with an image of who you are as a business in their mind. In order to maintain this image and then build on it, you should try to create memorable moments for the customer. Examples may include: how cared for they feel when they enter your premises, the tone of staff members they speak to, any special treatment they receive as new customers.
Tip #2: Meet the three most important needs
Customers have needs, and tending to them is your core objective. There are three very important needs you may not know about, and tackling each one will boost your customer loyalty in new ways. The first need is that of meeting a customer’s business expectation (providing the basic service). The second is the need to interact with a person, and giving your company a face. The final need is more behind the scenes, and it manifests itself by way of your company processes, attitude and presentation.
Tip #3: Never forget about personal interaction
This should be a staple of all customer service courses: always providing a personal experience to the customer by actually meeting them face-to-face or at least over the phone. The internet is great for business, but it can alienate customers. By treating a customer as a real human being, you’ll win their loyalty fast.
Tip #4: Always meet service expectations
Don’t forget the distinction between services (which is what you offer) and service (which is how you go about providing what you offer). The customer will have a certain expectation of both the product or service, and the way in which it’ll be delivered. If you can nail down both of these areas, your customers will keep coming back.
Customer service is one of the most important and critical areas of any business. Help your people become more effective in great customer service courses by using a variety of Language Patterns and become a masterful communicator and learning valuable listening skills.
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