Customer Service
If you're a good salesperson, you can sell anything to anyone once. But it will be your attitude to customer service that governs whether or not you’ll ever be able to sell that person anything else. The crux of good customer service is developing a relationship with customers, a relationship that that individual customer feels that he would like to follow.
Good customer service is the essence of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be lucrative for long. Remember, the one true secret of good customer service and acting accordingly, "You will be judged by what you do, not what you say."
If you truly want to have good customer service, all you have to do is guarantee that your business consistently follows some of these rules:
The first rule of good customer service is that your business phone needs to be answered. Get call forwarding or an answering service; hire staff if you need to, but make sure that someone is picking up the phone when someone calls your company. People who call want to talk to a live person.Don’t make a promise you can’t keep. Trustworthiness is a major key to a great bonding and customer service is no exception. Think before you promise because nothing frustrates a client more than a broken one.
At all times listen to your customers. Is there anything more infuriating than telling someone what you want or what your problem is and then finding out that that person hasn't been paying attention and needs to have it explained again?
If you have a staff, train them. Talk to them about the importance of good customer service.
Add to this list a professional customized on hold message that reflects both your marketing and branding message that engages the caller as well as informs, giving you the ability to up sell and cross sell your product or service.
Since 1987, HoldMasters has been serving the Central Florida area as well as clients all across the country with custom On-Hold messages. With information from AT&T that tells us 70% of all incoming calls are placed on hold and 12% of those callers will take action on something they heard while On-Hold, plus that there is a 2 1/2% to 5% increase in business with an On-Hold message in place.
Let HoldMasters help you when your business is On The Line.