Approaches for Effective Customer Care
Customer Care is of the utmost importance when you are running a business of any kind. How well you treat your customers will ensure repetitive business. When you get positive feedback, then you automatically get word-on-mouth publicity, which is not only free, but more effective than any marketing gimmick you may try.
So, how can you achieve effect customer care? Well, there are many ways and steps you can take to achieve that. A few changes in the way you work, and the way you approach Customer Care might just do the trick.
We begin with being available. If you have a contact number, or an e-mail address or any means for a customer to contact you, always make sure you are available to listen to them, or respond to them. An ignored customer is an angry customer.
Next in line would be listening to your customer. Remember, you are here to serve them, be it helping them find something, or answering their questions. And it all begins with listening to what they want. So, always listen more and talk less.
Dealing with unhappy customers is another area where you sometimes can go wrong. We do not live in an ideal world, where all our customers are happy customers. So, when someone has a complaint to give, they might not be nice. They might speak in a rude tone, or a loud voice. This is when you much not lose your cool. Keep calm and help them resolve the complaint. If it’s not in your hands, raise a ticket if you have to, and keep them in the loop. When they see reformative actions taking place, they will calm down.
Finally, go the extra mile. Instead of telling them something, help them do it. It will make them feel special, and cared for. And that means, their trust in your brand grows. Their trust in you grows. It’s a win-win situation.
Established in United Arab Emirates, E-cube has been successfully delivering leadership, management and softs skills training programs to corporate. Its training titles include situational leadership, time management, stress management, customer service and sales training across the Gulf including Qatar, Oman, Saudi Arabia, Bahrain and Kuwait. Every training session is preceded by a training needs analysis and is followed by measurement of training results.
