Do you focus on your needs, or do you focus on your customers needs?
Sometimes I wonder if companies actually have a plan for customer service. Sure, I see rooms full of customer service reps at my client sites, all chattering away, and with different levels of personal experience. But are they following a plan other than their own? And is that plan derived from an overall CRM strategy?
Putting together a CRM strategy is critical before reviewing the information flow through your company. Your service reps are one of the best sources of information you have about your customers. If you foster good service, you will get good information and your customers will walk away happy and loyal.
If there were four corners of CRM, good customer service would be one of them. Customer service has a unique perspective on the mood of your customers since they have to deal with all scenarios, both good and bad. That's why it's important to include the customer service manager, as well as a couple of key customer service representatives, on your CRM planning team.
Good Customer Service - Points to Consider
When frustration sets in, many companies begin offering discounts. That tends create short term satisfaction, but not long term customer loyalty. It's a one time shot. That simply trains them to look for the next best deal; whether it's from you or a competitor. Strong sales people believe in the brute force approach. They just love to work hard for a sale. As a business owner, you should really want happy, loyal customers who keep coming back because of the relationship. You want them to recommend you to friends as well.
There are varying opinions on the key factors that go into good customer service. These are only a few. You can make your own list, or use this as a starting point for your CRM planning.
* Be Truthful - No matter the scenario, it never profits to lie. If you make a practice of it, you'll get caught and the repercussions could be vast. If you can't deliver something, don't say you can.
* Go the extra mile - Even if it doesn't seem very profitable in the short run, in the long run you will have built loyalty that will translate into value for your company.
* Be there when they need you - That means answering the phone, responding to emails, whatever. If they have to wait too long, they're gone...
* Open your ears - Stop talking and listen to what your customer is saying. And when there's emotion involved, it generally means reading between the lines.
* An upset customer needs to vent - Listen even more closely when they are upset. Don't talk over them. They will calm themselves down by talking or screaming. It's easier to ask them how you can help once they've calmed down.
CRM is about building customer loyalty, and a key element in your success is good customer service. - 15246
Sometimes I wonder if companies actually have a plan for customer service. Sure, I see rooms full of customer service reps at my client sites, all chattering away, and with different levels of personal experience. But are they following a plan other than their own? And is that plan derived from an overall CRM strategy?
Putting together a CRM strategy is critical before reviewing the information flow through your company. Your service reps are one of the best sources of information you have about your customers. If you foster good service, you will get good information and your customers will walk away happy and loyal.
If there were four corners of CRM, good customer service would be one of them. Customer service has a unique perspective on the mood of your customers since they have to deal with all scenarios, both good and bad. That's why it's important to include the customer service manager, as well as a couple of key customer service representatives, on your CRM planning team.
Good Customer Service - Points to Consider
When frustration sets in, many companies begin offering discounts. That tends create short term satisfaction, but not long term customer loyalty. It's a one time shot. That simply trains them to look for the next best deal; whether it's from you or a competitor. Strong sales people believe in the brute force approach. They just love to work hard for a sale. As a business owner, you should really want happy, loyal customers who keep coming back because of the relationship. You want them to recommend you to friends as well.
There are varying opinions on the key factors that go into good customer service. These are only a few. You can make your own list, or use this as a starting point for your CRM planning.
* Be Truthful - No matter the scenario, it never profits to lie. If you make a practice of it, you'll get caught and the repercussions could be vast. If you can't deliver something, don't say you can.
* Go the extra mile - Even if it doesn't seem very profitable in the short run, in the long run you will have built loyalty that will translate into value for your company.
* Be there when they need you - That means answering the phone, responding to emails, whatever. If they have to wait too long, they're gone...
* Open your ears - Stop talking and listen to what your customer is saying. And when there's emotion involved, it generally means reading between the lines.
* An upset customer needs to vent - Listen even more closely when they are upset. Don't talk over them. They will calm themselves down by talking or screaming. It's easier to ask them how you can help once they've calmed down.
CRM is about building customer loyalty, and a key element in your success is good customer service. - 15246
About the Author:
Mike Boysen is the publisher of Effective CRM Consulting, a website/blog dedicated to uncovering the true meaning of Customer Relationship Management. Good customer service is just one component of CRM
