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Astonish
Your Customers with These Customer Service
Tips
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by:
Catherine Franz
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Customer
service today is getting worse. Win customers over and you build your
business for life. Proven by the leader in the industry -- Nordstrom's.
Nordstrom's customer service keeps improving and they continue to drive
others out of business because of it. Here are six ways you can thrill
customers and snatch a larger market share from your competitors.
...Offer to do an extraordinary favor
Here's an example of what I mean: A customer of a moving firm wanted to
ship a kitchen table and chairs set to his son in a city 300 miles
away. But the moving firm had a hefty weight requirement and a high
minimum fee. The firm's manager said he made regular trips to that
city. So he offered--at no cost--to load the set in his station wagon
and deliver it on his next trip.
...Under promise, over deliver
A well-known air freight company promises to deliver a package by 10 am
the next morning--but often delivers by 9 or 9:30 am. A local printing
company always finishes the job before the due date. These are
companies customers can count on.
...Give them a benefit they don't know exists
If your business offers coupons for certain items, discount those items
for those purchases even if customers don't have the coupons.
...Put concern above profit
Only offer customers items they can use. Don't sell them higher-priced
products just to make a big sale. You'll win the loyalty of customers
if you look out for their best interest.
...Follow up after the sale
The most successful salespeople follow up regularly at scheduled
times--not when they have a spare moment. Help yourself follow up by
keeping a log of commitments made and when you promised to keep them.
...Comfort customers in time of need
Let's discuss this with an example. If a customer's air conditioning
unit blinked out on the hottest Saturday of the year. Have a backup
plan for these type of emergencies. People never forget it when you
ease their comfort and will become your biggest raving fan. Return
their call no matter how busy you are or have a plan on how to handle
these calls. Work later than normal or have someone part-time and
on-call. Talk with them on how you can ease their comfort until you can
make it there. Ask if they would like to go to the mall or a movie
where it is air conditioned and you will call them when you arrive. It
doesn't matter if you are in the air conditioning and heating business
or you're a consultant, think of ways you can ease customer's comfort.
And don't forget to advertise that as well.
About the Author
Catherine Franz is a Life and Business Coach and
Master
Practitioner in the Laws of Attraction. Catherine guides
others in finding the light of their own existence and walking
an attractive truth in their own lives.
http://www.abundancecenter.com
http://abundance.blogs.com
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