Customer Service Increase Customer Loyalty And Revenues

Writen by Suzette Hinton

Customers are people. They are not merely test subjects that you approach as a doctor would a cadaver. They are living, breathing, worthy individuals. They have pulses. They talk back. And they have feelings. You'll increase customer loyalty and revenues if you adopt these simple practices.

Be Warm and Hospitable. Take that monotone out of your voice. It is distancing and annoying. No one likes to feel they are merely a number. Let them feel that they are welcomed by the lilt in your tone. People respond to warmth.

Smile While You Talk to Clients. Your voice sounds differently when you smile. It sounds more inviting and upbeat. Try this test. Listen to your tone as you lift your cheeks and smile when saying, "hello may I help you." Repeat this test keeping your cheeks lowered. It sounds flat doesn't it?

Respond In a Timely Fashion. Approach this as you would if receiving welcomed guests into your home. You'd never allow your visitors to wait outside your door, incessantly ringing the doorbell. Likewise, answer your phone on the second ring if possible. You'd be amazed at how this increases the likelihood that your customer will call again. In fact, he'll think of you first.

Auto-responders can be very effective when responding to an email inquiry. A word of caution: make sure that you respond within the timeframe promised.

If using an automated answering service, program your service such that the client is aware of their caller number. For example, if they are caller number 7, program your service to tell them this. What I absolutely love is the way Bluehost.com approaches this. Their service updates you as you move closer to talking to a representative. I remember feeling a sense of comfort as the automated system said "you're caller number 4…you're caller number 2…a representative will be with you shortly."

Listen Without Interrupting. Think about how you feel when you're talking and are unexpectedly cut off. Your client expects you to be knowledgeable about their problem but they feel insulted when you interrupt.

Don't Correct a Client. This conveys that you are a "know it all" and superior. Hear them out. Your client may use the wrong words or might be confused. But remember, they don't want you to fix them. They simply want you to fix the problem.

If you sense the client is stuck in repetition or frustration, you can say "I think I understand what you are saying. But to be sure, may I repeat what I've heard so far?" This allows you to convey understanding and move the conversation along. Or, you might try: "Sounds like you are really frustrated. I really wish to help. So, could I ask you some questions that would help me to serve you better?"

Be Empathetic. Empathy is conveying understanding of what the customer is saying and/or feeling. Place yourself in your clients' shoes. Your client has been waiting for a long time. Adrenaline is up and anxiety level is raised. Empathy de-escalates the situation and makes the client feel understood. They will be more receptive to you and to your suggestions.

I have dealt with many clients who were beyond upset. One client in particular comes to mind who had come to our agency due to a DWI. She literally fussed me out! You people this and you people that were hurled with a vengeance. I immediately joined with her and said "you sound very angry." She described weeks of trying to resolve an issue that had not yet been addressed. I told her I could understand her frustration. Within minutes, I understood exactly what she needed. When I responded, "you just need an assessment letter," she sighed with relief. Upon presenting the letter to her, she apologized profusely for her behavior. She was positively impacted and the credibility of our agency was saved.

People are people. They like to feel regarded and that they matter. If you adopt these simple practices, you are sure to build confidence, loyalty and increase your revenues significantly.

Suzette R. Hinton, SAC-I, Certified Life and Mentor Coach, Counselor and Mother. Graduate of CANA, Inc. (http://www.CoachingInstituteofNorthAmerica.com) and Founder of Purposeful Connections (http://www.purposefulconnections.com). Suzette believes that purpose is not only a destination but it is the energy that pushes us toward its fulfillment.