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Three Tips for Keeping Customers Happy With Stellar Service [Slide Show]

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120426-1 Intro

Happy customers are your best customers. "They tell their family and friends about your business," writes Drew McLellan at the MarketingProfs Daily Fix blog. And you "can count on their repeat business for a long time. Who doesn't want more of that?"

So why would you sabotage all that profitable goodwill with a customer service experience that doesn't live up to the expectations of your customers? In his post, McLellan highlights the following key traits of a customer-focused organization that keep customers happy—and encourage them to come back for more.

120426-2 1. You apologize, even when you've done nothing wrong

1. You apologize, even when you've done nothing wrong

Is the customer always right? Of course not. But if agitated customers believe you're at fault, arguing the point will only aggravate the situation. Instead, express regret at their disappointment with your product, service, or experience; hear them out; and then explain how you plan to fix it.

120426-3 2. Your staff is trained (and empowered) to solve problems

2. Your staff is trained (and empowered) to solve problems

Customers want a solution, and they want it quickly. A minor problem can quickly become a major problem if your staff doesn't know how to handle it—or if it can't do anything about it. Be sure your frontline team has the knowledge, savvy, ability—and power—to resolve any complaint that comes its way.

120426-4 3. You don't rely on technology to do a human's job

3. You don't rely on technology to do a human's job

Do you really think it's a good idea to refer irate customers to your online frequently asked questions (FAQ) page? Will they really find an endless series of voicemail menus soothing? Those are false economies. Be sure that a real person is available for conversations to offer customers a real solution to their problems.

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Christian Gulliksen is a writer who has authored several of the Get to the Po!nt newsletters for MarketingProfs. A former editor at Robb Report, he has also contributed to Worth, Variety, and The Hollywood Reporter.

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  • by Jerry Angrave Tue May 1, 2012 via web

    Good tips Christian - getting the basics right is a fundamental building block of great customer experiences. Too many companies go straight into looking for the silver bullet that will create clear branded differentiation when there are positive impacts to be gained much closer to home - and at much less cost.

    Handling disgruntled customers is one thing but the other dynamic that shouldn't be ignored here is the opportunity to find out exactly what went wrong; why do customers feel the way they feel (perception is everything after all, even if "we've done nothing wrong"). Being able to capture that insight not only makes the customer feel they are being involved in the solution, but a direct feed into the Customer Experience programme will design-out the drivers of disatisfaction.

    Regards

    Jerry Angrave
    www.customerexperience.uk.com

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