Any organization providing products and services should have a solid, if not excellent, customer service and support system in place. Although providing top-notch customer service involves a variety of tactics and procedures, by turning these five actions into habits, you will be well on your way to keeping customers engaged and satisfied with their decision to invest in your company's offerings.
- Let your customer do the talking. Show them that you are listening by making appropriate responses, such as suggesting how to solve the problem or that you understand the situation and use a similar case to communicate your knowledge.
- Get familiar with the buying criteria and requirements of decision-makers at these companies. Consider engaging a select group of current customers via customer advisory groups.
- Consider offering "value-adds" such as service level agreements, training, reporting, upgrades, or self-service options that would offer your customers benefits.
- Use your knowledge of the customer to provide the appropriate experience for them. Engage in multi-channel efforts to give your customers the tools they need for quick and easy product implementation, use and trouble-shooting.
- If you haven't heard from a customer, go the extra mile and check in with them. And, when applicable, consider throwing in something extra—such as a discount or additional information on their product or service. A small gesture can go a long way.
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