What are three great reasons to provide outstanding customer service?

1. Repeat customers spend more than new customers.
2. Referrals from repeat customers are greater than new customers.
3. It costs less to sell an item to an existing customer than a prospect.

So how do we make great customer service a daily occurrence?  Focus on the various interactions you have with your customers before, during and after their purchase.

1. How easy is it to find your location, phone number or website?  Include this information on as many of your company materials as possible.
2. During the sale, do you offer helpful assistance, practical packaging, and payment options?  Make sure your staff has the training and knowledge they need.
3. After the sale, are delivery and installation convenient?   Will your product be more useful with training?  Is your automated phone system customer-friendly?  Are your return and warrant policies reasonable?  A positive experience at this phase can significantly impact the number of customer referrals!

This entry was posted on Sunday, July 1st, 2007 at 5:01 pm and is filed under Customers, Strategy. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.