Even if you 're operating your business offshore, you can never underestimate the power of customer satisfaction making a big impact on your business' success.
No matter how good your product is, customer loyalty can still be in peril if the people you hire to sell your products are not competent and friendly enough to make your customers leave your store smiling and satisfied. Customer loyalty leads to continuing business existence and success.
One of the ways to effectively prove to your customers your sincere service is establishing a customer service hotline ideally open for 24 hours. Through this system, you will be able to let them know that any concerns that may arise will be, at the least, addressed anytime. The customer service toll-free number has representatives on call to answer calls and as much as possible, solve the concerns of the clients.
Being a merchant myself, ( as I have a thriving antique store), and having worked at a merchant account provider firm, I discerned that it will be useful to dwell on tested customer service practices, which my former company strongly emphasized and I eventually adapted.
Try to make every call a good call
Many techniques have been formulated on how to make every call a positive call. A call can be considered a positive one if you were able to provide resolution to the caller's concerns. Or, if , you were able to “restrain” an angry caller and then provide resolution in the end.
Be friendly, but not friends
Projecting a friendly voice at the beginning of a call is the sets the mood of the conversation. One practical method is to smile while talking. The person at the other line can actually feel that you are smiling. But, you also have to match the pace of your caller, if their tone is business-like, you have to project a less jolly voice. Generally, callers are casual when they talk to you, taking the time to actually smile during the course of the call. Take note, sounding friendly is different from being friends, you have to know how much you can do for them. If what they're asking is beyond your capacity, it's either you connect them to someone who can do their request or maximize the options you have for them.
Cooling them off
Every customer call should be a good call. But in reality, this is not always the case. Sadly, almost 50% of the calls will be angry or upset callers who want immediate solution to their concerns. Handling these kind of calls requires patience, a lot. The most effective way is to just let them talk first. Listen attentively, focus on the problem connected to the product or service of the company. Most of the time, callers just want someone to listen, so let them feel that you're there to hear them out.
Leave a lasting positive impression
Ending the conversation in a positive light is considered better. The reason for this is first, the customer is most concern of the resolution of the problem rather than the assurance you made at the onset of the call. They will better appreciate the service given to them if you were able to satisfy their reasons for calling.
Empathy is one of the key factors, when dealing with your clients, try to put yourself in their situation so that you will be able to tell how to react. “ What if I was the one who hasn't received the package I ordered? Would I be satisfied by just mere waiting for it to appear at my doorstep?”, giving yourself a reality check at certain times will never hurt. When you have a consistent high rating for customer satisfaction, expect you'll be in business for quite sometime and your offshore merchant account will be alive and kicking as well.
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