Building Customer Loyalty With Good Customer Service Video

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: Suggestive Selling Techniques for Telephone Customer Service

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
 Replay
Your next lesson will play in 10 seconds
  • 0:03 Customer Loyalty &…
  • 0:59 Quick Response Times &…
  • 1:55 Knowledge & Friendliness
  • 2:44 Good Follow Up & Caring
  • 3:15 Lesson Summary
Save Save Save

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

Timeline
Autoplay
Autoplay
Speed Speed
Lesson Transcript
Instructor: Tara Schofield
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.

To unlock this lesson you must be a Study.com Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use Study.com

Become a Study.com member and start learning now.
Become a Member  Back
What teachers are saying about Study.com
Try it risk-free for 30 days

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Create an account to start this course today
Try it risk-free for 30 days!
Create an account
Support