Customer Service and Building Relationship are primary currency that makes deals happen.
It is that speech of turning prospect in leads, leads in customers and customers in loyalty. The success can only be completed with a good relationship, but every day, many companies forget or just ignore it.
Much is said about the importance of the relationship after sales, but people often forget that the relationship is the most important element for prospective clients as well.
Not only when searching for clients, but in qualifying, negotiating, at closing, and so on …
The relationship needs to improve during and after the process. Yes. The relationship begins with the first steps, before the sales.
Do you want to start the relationship after a service has failed? Forget it!
Contrary to what many companies think – and practice – the relationship is the gateway to your business, not your business card, your beautiful store, website or anything.
When the service is not satisfactory, customers rarely finish the purchase, and when pursued, they respond with doubts and fears.
Thus, the effort to demonstrate that your company and product are reliable will be doubled because the first impression is the key.
In order to be able to provide a good customer service here are some advices to turn the care of your business into the gateway to a good relationship with your customer:
Imagine you are your own customer, would you be happy on the way your company treats you?
You must meet and relate to your customer, think about your customer, not just think about how your business is wonderful and it would be great for the customer to do business with you.
Wear the client’s shoes and see if your speech is focused on the needs of your business or focused on the real need to serve the customer.
Pressure on the client during the service is not a good idea. Nobody likes to be pressured.
Also, be available! They will contact you, if they want to. So it is important to be there when they need an answer.
There are many ways you can be available by telephone, social media, FAQs on your website and so on.
Some business needs support 24/7/365, like e-commerce website for example, and due the costs of being available (like hiring full-time staff) many companies prefer to not do it.
Outsourcing your Inbound Call Centre you can be available anytime and don’t miss a single call without full-time employment costs and overheads. In addition, with Social Media Management solutions you can also give your customers an online support anytime they need.
Focus in the Long Term
Relationships are always something you create in a long term.