Damage Control in Customer Service

HOW TO "DAMAGE CONTROL "IN CUSTOMER SERVICE..     The old adage “A stitch in time saves nine” rings true when it comes to customer service, whether it is in the provision of a service such as transportation or the sale of products similar to computer accessories. There will always be the need to prevent the loss of customers, current or potential, because each and every one of them directly affects the bottom line of your company.   There are a few strategies that Sales and Customer Service personnel can incorporate into their routine which will help lessen the occurrence of unnecessary losses: 1.    Training the Customer – Familiarizing the customer with the industry jargon that relates to your product or service makes the customer feel as if they ‘belong’ because in most cases, the vocabulary used by your sales team may seem foreign to your customers. Here’s an example; in the electricity provision business, there can be talk of ‘displacement’, which means competition, ‘transmission” (another term for transport), and ‘fault detection’, which references customer care. Every company and industry has its own language, and this language needs to be made known to the customer at the ‘first call’, or when making a sale.       This training could be done on a one-on-one basis, or individually via electronic or other easily accessible media. The bottom line is to develop a common language and culture to allow service and product providers to engage meaningfully in conversation with their customers. 2: Knowing the Product – It is a necessity for sales team members to be aware of basic technical issues regarding the company’s products or services. It is also vital that they are acquainted with product pricing, range, brands, features, as well as techniques for troubleshooting, should the need arise. 3. Avoiding the Customers ‘Boot’ – Similar to how an auctioneer conducts an auction, a customer gives a service or a product three chances to provide an appropriate solution at the right price. If you are not giving your customers the best offer, then surely you can imagine the consequences. Going once, going twice, then they’re gone, most likely to your competitors.  This creates the need for your company to design a system that provides useful feedback, from your employees or from your customers. This will assist you in resolving and preventing potential problems, as well as continually improving service and customer care. 4: Bridging the Gap – When ‘things go wrong’, your customer will have certain expectations of your company: -    A customer will expect personal attention. You need to reaffirm their importance to the company and assure them that, although they may not be your only customer, they are currently the most important one, followed by a prompt and sincere apology. -    If a member of your sales team has made a promise to a customer during a transaction, it is imperative that the promise is kept. An example includes advising a customer that you will call back at a certain time. Always present an explanation of how and why the issue occurred, and the steps that you and your company will be taking to resolve it. -    If for some reason the issue cannot be resolved, always offer a applicable alternative at minimum cost, or no cost at all. Most importantly, never allow the customer to think that he or she caused the problem, even if they may have. Research indicates that customers cause at least 30% of the problems they report.   Customer "DAMAGE CONTROL" should be an art practiced by every member of the company from the top down.   REMEMBER TO ALWAYS TREAT A CUSTOMER LIKE YOURSELF (A PERSON) AND NOT LIKE AN ACCOUNT NUMBER OR A BUSINESS PORTFOLIO!!!