If you focus on solving customers’ problems only after they turn to you, you do not do it well. Is not it better to address the concerns of your clients proactively, rather than just react? The Customer Think website advices you how to do it.
1. Get feedback
Clients’ opinions and remarks to your customer service are very beneficial and will help you to prevent possible misunderstandings and conflicts between a client and an employee.
2. Confess to a mistake
If you find that something is wrong with your product or service, you'd better inform customers before they find out themselves. Offer them e.g. a discount on their next purchase and ensure them that the problem would not be repeated. Make sure they know who to contact if necessary.
3. Reward loyal customers
It is necessary to appreciate loyal customers and, above all, maintain their favor. Offer them rewards in the form of discounts and special offers. This ensures their loyalty to your products and brand awareness.
4. Anticipate needs
The more information you find about your clients, the better you are able to target their needs. Remember that customers do not just want to buy a product, but primarily to satisfy their needs.
5. Be courteous to all
Let your customers know that you appreciate them and their needs. Treat them with respect and make sure they get the proper care they expect.
6. Inform about clients’ needs online
The internet offers a significant opportunity for your idea of the needs and desires of customers. You can target the potential client before his or her desire for a particular product increases.
7. Keep the service available easily and quickly
Many customers have given up their online purchases only because they were not interested to call the hotline or information was not readily available. Make sure that the client gets the answers he needs quickly and simply through a FAQ section, a forum or a blog. Ideally, provide the customer an online support via live chat.
What proactive approach do you use in your business in order to outrun the competition?
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