Take a Look From Your Customers Point of View
We all know what good customer service can do for us, so why is it so hard to find? Every client I've had certainly had a windowless room of cubicles full of chattering bodies. Some had been there for years, while others had just started their careers. Are they following a plan? Is customer service part of your overall CRM strategy?
Putting together a CRM strategy is critical before reviewing the information flow through your company. Your service reps are one of the best sources of information you have about your customers. If you foster good service, you will get good information and your customers will walk away happy and loyal.
There are not really four corners of CRM, but if there were, good customer service would be one of them. These are the folks that may have their finger on the pulse of your customer base. They deal with the good, the bad and the ugly of the customer experience. Make sure you get the manager of this group and couple of key customer service reps on the core CRM planning team. You'll be glad you did.
Good Customer Service – Points to Consider
There is only so much sales and discounts will do for your business. That's not going to keep customers coming back. That's a one time deal. They'll be on to the next deal after yours. A good salesman can selling anything once, but if your customer does not leave happy each time they need your help, they will not come back and they will not recommend you to their friends.
There are lists all over the place related to good customer service. This list is very simple. You will certainly take this list in your own direction after input from your customer facing operations.
* Tell the truth – It's too easy to get through an uncomfortable situation by lying or making promises you know you can not, or will not, keep. You will be done! Better to follow on your sword in the long run.
* Make an extra effort – While it may not seem profitable in the short run, we're thinking long term here are not we? Short term relationships are not profitable.
* Be there when they need you – That means answering the phone, responding to emails, whatever. If they have to wait too long, they're gone …
* Listen To Them – The relationship does not profit from what you say. It absolutely profits by listening to what the customer says and using that information to improve the relationship.
* When a customer is upset, listen even more – There's no gain in cutting them off or trying to calm them down. They will usually talk themselves out of it, or at least calm down so you can offer help
CRM is about building customer loyalty, and a key element in your success is good customer service.