2. Why Is Customer Care So
Important?
•A happy customer who got
his issue resolved will only
tell about 4 to 6 people.
•While a dissatisfied consumer
will tell between 9 and 15
people about their experience.
•It takes 12 positive service experiences to make up for
just 1 negative experience.
•Attracting a new customer costs 5 times as much as
keeping an existing one.
•91% of unhappy customers will not do business
willingly with your organization again.
•86% of consumers quit doing business with a
company because of a bad customer experience.
•74% customers would be prepared to pay more for a
product if it came with better service.
•In a B2B engagement, ‘delighted’ customers are 5
TIMES more likely to plan on repurchasing than merely
satisfied customers!
3. How to Handle Customer
Complaints The L.E.A.R.N.
technique
Responding to customers
is an art. Especially if you
decide that a complaint is an
opportunity to LEARN.
A dissatisfied customer wants
to be heard.
Applying the LEARN principle makes sure he is.
-LISTEN. Listen carefully to your customer. Don't
interrupt or tell the customer to calm down, this will
only ignite the anger.
- EMPATHIZE. Feel the pain of the customer, and tell
him/her that you can understand how they feel.
- APOLOGIZE. Apologize to the customer, even if you
feel that you have no part in the problem.
- REACT. Decide what you will do to resolve the
problem, and tell this to the customer.
- NOW! Do not delay. Take immediate action!
4. Why Customer Relationship
Management "CRM" ?
Key to successful business is
keeping the customers coming
back for more!
Consider the checklist below.
We believe that these
strategies will enhance your
likelihood of long-term CRM success.
- Define your Business Objectives. Your CRM strategy
must be designed with your business objectives and
customer requirements in mind.
- Understand your Customers - what they want, and
how they want it from you.
- Build good connections with customers; consider
developing a systematic approach for incorporating the
needs of customers into your strategy.
5. Why Customer Relationship
Management "CRM" ?
-Define and map data
requirements. A firm
understanding of the level
of customer data is critical.
-Collect Data - collect
and Use information from
each customer interaction
to make your chosen customers more valuable to your
enterprise.
-Empower staff. Give front line staff the ability to
please the customer. Their efficiency in making timely
decisions and presenting relevant offers will eliminate
the possibility of customer dissatisfaction or defection.
When buying any new CRM system, the key is to keep
it simple. Don't buy what you don't need to save
money and time spent on training. People don't like
change as it is; keeping things simple only makes the
switch easier.
6. For More Related Articles,
Please Visit
http://www.softexsw.com/en/articles.php
