Building Customer Loyalty With Good Customer Service

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  • 0:03 Customer Loyalty &…
  • 0:59 Quick Response Times &…
  • 1:55 Knowledge & Friendliness
  • 2:44 Good Follow Up & Caring
  • 3:15 Lesson Summary
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Lesson Transcript
Instructor: Tara Schofield

Tara has a PhD in Marketing & Management

Creating loyal customers is easier than you may think, and it's vital to develop skills for good customer service. This lesson outlines six key elements in delivering extraordinary service.

Customer Loyalty & Customer Service

What's the most important factor for success in business? Customer loyalty. And if your customers relate with your company mainly over the phone, you must make sure your telephone staff has exemplary customer service skills. So you need to have plan in place to present your company in the best possible way.

Let's say you've been very fortunate in your local cookie delivery business. So successful, in fact, that you're starting to get requests for nationwide delivery. Now, you'll need to get new customers, as well as hang onto the ones you've got. One of the first steps you must take is to ensure that your team offers exceptional customer service when on the telephone with new and repeat customers.

As you develop your loyalty-based telephone standards, you should consider six keys elements of customer service, including:

  • Quick response times
  • Patience
  • Knowledge
  • Friendliness
  • Good follow up
  • Caring

Quick Response Times & Patience

While waiting a few minutes for help at a cookie store may not seem long, that waiting time on the phone feels much longer. As you set up your call center, make appropriate plans to ensure the phone system is adequate to handle the incoming calls and that sufficient staff members are available to answer them. Make it a priority for your entire staff to focus on answering the call within three minutes, four at the absolute most.

One of the most challenging aspects of telephone customer service is maintaining decorum when customers are upset and yelling on the other end of the line. Selecting patient and calm staff to handle phone calls is imperative to increasing loyalty and handling customer problems. If a customer orders cookies and they arrive late or broken, the customer may be very upset. Make sure your employees are prepared to listen to your customers' concerns, calm them down, and create solutions that will not only satisfy them but will make them happy.

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