Customer Service Part 3: Follow Up = Happy Customers
Posted by Katie Parvin on Fri, Oct 21, 2011 @ 02:53 PM
After you have sold the customer your service or finished helping them with an issue, your job is done right? Wrong!
One of the most important aspects of customer service is following up with your customers. There are a numerous ways to follow up; phone calls, emails, and personal letters are some that stand out the most. Get the customer’s input; see how their customer service experience was.
A Little Bit Really Does Go a Long Way
You can’t just assume that when a customer service issue goes away, that your job is over. When following up with your customers, a little goes a long way. If you take the time to give them a phone call or email a week or so after working with them, just to see how everything is working out, it will make them feel like you’re there for any additional questions they may have in the future.
If you’ve worked with customer service agents before, you know how important it is to have a more friend-like relationship and feel like you can go to them for any questions or concerns.
When I worked in a call center, no matter how angry the customers would become and no matter how fast or slow their issue was solved, I would give them my first and last name along with my email address. I wanted to provide this for them just so they had some peace of mind and if anything else went wrong, they could contact me directly instead of being bounced around from person to person. You could always tell this little bit of information and assurance meant a lot to them, and made them a happier customer.
Just take that extra step; it will go a long way.
Do you have any exceptional customer service experiences you want to share?
Have a wonderful weekend. Thank you for following and reading the 3 part blog series on “Excelling in Customer Service” this week!
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