1. Survey your customers
Statistically only one in every 15 clients who receives poor service from your organisation actually brings this to your attention - the remaining 14 simply take their business elsewhere. Finding out from your clients what works for them, what doesn’t, what they would like to see, and what they wouldn’t, helps you ensure that you are giving every client the experience they are looking for - before they take their business to your competitors.
2. Provide outstanding support
Whether you’re dealing with a general enquiry or assisting a customer with a more complex problem, you should always do your utmost best to go above and beyond what is required of you. Making your customers feel as though you truly care about helping them solve their problem(s) is often all you need to have a customer for life.
3. Require a reason for cancellations
Not knowing why your customers are cancelling means you have no idea of what you need to be working on or improving. Simply asking the question will often be enough to get an honest response from your clients that you can consider - perhaps it’s mostly a cost issue, perhaps your terms and conditions are too stringent... Without asking the question you’ll never know!
Staff Training presents Customer Care Training nationwide. Contact us at 0861 996 660 for more info or drop us an email.