Is your business struggling to keep clients despite having the best product and services?
You have tried several things including offering reduction sales but to no avail.
This is strange, isn’t it?
But have you checked how your staff relates to customers?
Your business may be losing customers because of poor customer relations.
Customer relation is key to every successful business. The way your reps interact with customers will determine whether they will return or not. As such, you can never fail with your customer service.
So, to know more about how to keep your customers, read on to improve your customer relations right now, with these 4 simple steps.
- Adopt CRM Technology
Customer service relation is critical for every serious business. As a result, companies now rely on customer relationship management (CRM) system for improved service delivery. CRM can also help you manage and review your customer data.
With several CRM software on the market now, compare hubspot with salesforce, customer relations has even become easier. CRM gives you access to customer’s details, purchase history, and their concerns. When you analyze the collected data well, it can improve your reps future interactions with customers.
- Train Staff on Customer Service
Your customer service staff may be obsolete with little or no knowledge of modern trends of keeping the customer happy. Therefore, sharpening their skill is critical. You should equip your reps with the skills to:
- Tolerate customers no matter how furious they become.
- Treat each customer differently according to their needs and preferences
- Communicate clearly with a customer with no ambiguities
- Have some knowledge about all the products and services you provide
- Put customers first, accept blame, and swallow their pride even when customers are wrong in their demand.
In addition, you can personally be at the frontline to serve as a motivation to staff.
- Take Feedback from Customers
Collecting feedback from customers helps you to identify the loopholes in your service delivery. No matter how responsive and effective your reps, some customers may still have issues. Customers also always remember their last moments with a rep.
As such, you have to provide them with easy ways of expressing these concerns. You can take customers to feedback through email, your website’s “Contact Us” button, one-on-one, or telephone calls. You can also use social media platforms to collect feedbacks by running surveys. No matter how difficult these methods may seem, it is worth the effort.
- Quick Response
After receiving your customer’s feedbacks or complaints, don’t rest on it. Respond to them as soon as possible. Answer emails as soon as received even if it’s to say “thank you.”
Also, leverage the advantages of social media. Some customer will try reaching you on your social media handles. You, therefore, need a self-motivated social media manager to respond to their concerns. Your maximum response time should be within 48 hours.
The importance of customer relations in business development cannot be overemphasized. Know that a happy customer is a viable asset. You should, therefore, do whatever possible to improve on your customer service even if you need to break the bank for it.