Ive been involved in customer service for over 30 years working as a house painter. For me I work by referral almost only, I never really advertise so to stay busy I have to keep my customers. In order to keep my customers I must provide customer service which is to do what I am paid to do in a excellent manner so that it is obvious to all that I have done the work as specified so then therefore the customer should be satisfied with the job, also should hopefully feel comfortable to call me again when needed or refer me to another without concern assured that I will do the job. To give customer service that is good a person needs to be kind and courteous and polite. Really if a person practices the golden rule"do unto others as you would have them do unto you." In their customer service they will do fine.
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It begins with maintaining contact after the sale. Too many sales people close the deal and never follow up....and then wonder why they lose the customer. But it takes more to sell a new customer than to keep an old one.
Whether you are a one-person organization or a wheel in a much larger cog, customers want to know they are important. Obviously if you're in sales for a large organization and the customer service department is terrible, you can either bring it to the attention of the appropriate person (with examples and suggestions for improvement - offered in a professional, non-whiny, detached manner) or you can quit, and go to a company whose customer service philosophy is more in keeping with yours.
If you are a one-person organization, follow up with your customer after the sale - within a week is good, no matter what the product you sold them was. Follow up again in a timely fashion which would depend on the usage of your product.
Ask specifically for feedback and if there is anything they are unhappy with - most people won't tell you unless given the opportunity. Ensure that they know your phone number and how to reach you - that you are available for them if they have questions or problems.
Stay in touch with them through a phone call, a mailing, an email newsletter. Remind them that you are there. This not only results in referrals but it makes it easier to sell them additional products as well.
Judi Perkins
VisionQuest
www.findtheperfectjob.com
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