How To Get Customers To Rave About You (And Your Service)

August 29, 2016 | Customer Support Articles

Customer Service Manager Magazine recently wrote an article on how to get your customers talking about you and your service in a very positive way.  They stated that there are 9 actions you can take to get customers to become "raving fans".

Here are the behavioral attributes that will get your customers singing your praises:

1. Be Quick

Customers want their service and products yesterday.  If you take more than 24 hours to respond to a request in an industry where there are multiple options, chances are that you're going to be replaced rather quickly.  Or, at the very least customers will complain to their friends, family and co-workers about your business.  Either way, its bad for your company.

2. Be Available

It might seem obvious but many companies overlook the fact that "being available" does not include an automated machine with a lengthy menu of options.  For highly personalized businesses or small buinsesses you need to provide multiple contact points including business and mobile phones, social media messaging, emails and a physical mailing address!

3. Be Warm and Friendly

Whether on the phone or in person, a customer want to feel a certain level of warmth.  Clients can easily tell what kind of mood an agent is in, even when chatting on the phone.

4. Under-promise and Over-deliver

Customers want this. Really, they prefer it.

5. Don't Sell

Customers want their issues addressed and don't want to feel as if their only use is to be a source of money.  Don't be pushy!    ATT's customer service agents are a major, very public example of what not to do!

6. "I can do that"

This is music to the ears of your customers.  A can-do attitude along with "warm and friendly" makes for great customer service.  The last thing customers want to hear about are your issues or the obstacles in your way of giving them what they need.

7. Training And Skill

Customers really want to know that your agents are constantly being trained and coached.  They can tell when they're speaking with an unskilled agent.  An unskilled agent reduces trust in you and your business.  A great way to help customers become more confident in your support is to communicate in your monthly newsletter the agenda of any training that is being provided that month to your agents.  If you're a one-person shop then maybe discuss the one thing you're doing that month to help on the customer service side of the business.

8. Say NO to nickle-and-diming

Customers don't want to feel as if every phone call is going to cost them money.  (This directly relates to your pricing strategy especially if you're providing a service instead of a product.)   Southwest airlines' highly successful policy of not charging extras for bags is one example of not nickle-and-diming customers.

9. Say "Thank You"

Really, customers want to hear these words, preferably in a voice that is sincere.

Wrap up

A lot of the points raised above can be classified as "common sense".  Unfortunately, many companies forget about these tenets.  And, if you're a small company, it's very easy to let many of these items fall by the wayside.  But, get it all right and the chances are that you'll have a very loyal customer base that raves about you and your products.

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