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Before you begin realigning workflows, you should have a good understanding of what you are trying to accomplish. If your customer service department has a good track record, it will help you gather information about clients that will help them, as well as other customer facing areas incorporated into your customer relationship management strategy.
There aren’t four corners of customer relationship management strategy, yet if there were, excellent client administration would be one of them. These are the people that may have their finger on the beat of your customer base. They manage the great, the awful and the revolting of the client encounter. Ensure you get the administrator of this gathering and couple of key customer benefit reps on the center CRM arranging group. You’ll be happy you did.
A sales organization that resorts to discounts to achieve short-term goals could be hurting your business. This effort is an indication of low customer loyalty. What they’re doing is swapping out long term loyalty for short term satisfaction. Business owners should be looking for longer term results even though it feels good to have short term wins. Think about your customer’s feelings. Are they going to recommend your business, or will have to keep working hard for each sale?
You can find some opinions on the keys to good customer service. Here’s a simple list that will help. Just keep in mind that you need to develop your set of guidelines as the relate to your business, your customers, and your customer-facing operations.
- Always be truthful
There is nothing worse than trying to get through an uncomfortable situation by lying. That includes making promises you can’t keep. You’re going to get caught. Maybe not on this call, but when they find out, they will no longer be your advocate or your customer
- Go the extra mile
Even if it doesn’t seem very profitable in the short run, in the long run, you will have built loyalty that will translate into value for your company.
- Listen
Shut your trap and listen to what your client is telling you. Sometimes that means reading between the lines
- An upset customer needs to vent
Listen even more carefully when they are upset. Don’t talk over them. They will calm themselves down by talking or screaming. It’s easier to ask them how you can help once they’ve calmed down.
Keep your customers happy, loyal and valuable by factoring good customer service into your customer relationship management strategy.
