- Posted by admin
- On May 21, 2016
- 0 Comments
- customer care services, customer retention
More than the product itself or its features, it is customer care that matters most in attracting and retaining customers. The need for keeping customers happy and satisfied need not be over emphasized. The focal point of manufacturing or service provision is the customer. Business starts with the customer as the objective and ends with the customer as the objective. It cannot be an exaggeration to state that a customer is the driving force behind business. Obviously, caring for customers is vital for the growth and sustenance of business. There is a large variety in the customer community. They have different priorities, different consideration while purchasing products, different attitudes, expectations and inclinations. Hence, it is very difficult to plan and prepare a touchstone strategy that will apply to all customers. Yet, after all they belong to the same community that is customer community. Hence, there are some common ways that help to improve customer care services, establish healthy customer relationships and enable customer retention. It is one thing to tap and make new customers but if you fail in retaining established customers, it is the worst kind of defeat for you.
In order to ensure customer retention, you have to deal very carefully with customers. When they pay money for your products or services, obviously they have certain expectations. You cannot offer 100% guarantee of your products and services owing to a number of diverse factors beyond your control. But you cannot get away with “That’s how it is, and that’s the best we can do.” Although you are aware of the shortcomings, you must put up a polite face and win the heart of the customers to an extent that they will forget the defects in the products and be loyal to you by respecting your caring attitude. This is your real success in customer care, and retention follows automatically.
Tips for customer care
Here are some simple and general tips that will help you to show that you care for your customers and can look forward to retain them:
- Non-verbal cues: Sometimes, it is difficult to put into words what you want to convey. If you meet the customers face-to-face and inquire after them they will appreciate your concern. Make the most of this meeting by smiling, looking concerned and listening to them with full attention. A smile is a little curved line that sets a lot of things straight. Be sure to give plenty of non-verbal cues through your eyes, facial expressions and gestures that you mean to be modest and humble and that you are really sorry for the trouble caused to the customer. Non-verbal communication is more effective and has a greater impact than words.
- Greetings: Regardless of the type of contact that you have with customers, whether it is over the phone, face-to-face or by mail, greet them wholeheartedly the moment you connect with them. Greet them when you meet, greet them on special days, wish them on birthdays, and let them know that they are in your mind always. This brings a slight emotional pressure or obligation and they will think twice before they quit your services.
- Commit what you can give: Do not make false commitments that you cannot fulfil. Trust lost once is trust lost forever. Be open, frank and honest about the circumstances. The customers will prefer that you admit your limitations rather than facing disappointment later. Building trust is very important for customer retention.
Try these simple strategies to deal with your customers. They are somewhat different from what you come across generally. You will find that they work like magic when it comes to customer care and customer retention.