Retaining customer is as important as obtaining new business. In Philippine call center, maintaining customers drives revenue and enhances your brand and position against your competition. By using strong strategies to build customer relationships, you can retain repeat business while creating new revenue streams with existing clients.
Every time you interact with a customer, in person or over the phone, initiate a quick discussion to gauge how they are feeling. And as you begin to build a relationship with a customer, consider doing a quick survey or comment card. This will easily demonstrate to customers, employees and competitors alike, that you intend to continually improve on your service.
Build two-way communication.
When it comes to customer relations, “listening” can be every bit as important as “telling.” Use every tool and opportunity to create interaction, including asking for feedback through your web site and e-newsletters, sending customer surveys and providing online message boards or blogs. Customers instantly feel a rapport and a relationship with your company when they know that they’re heard.
Enhance your customer service.
Customers often make choices between parity products and services based on the perceived customer experience. This is what they can expect to receive in the way of support from your inbound call center after a sale is closed. Top-flight customer service on all sales will help you build repeat business, create positive word-of-mouth and increase sales from new customers as a result.
Customers remember your great customer service, and they also remember the great time they had at your annual customer appreciation gathering. Whenever possible, offer in-kind rewards that remind your customers of your company and its products or services, they help the client reduce his office supply costs and act as constant marketing tools for your company. Hold special events for clients such as golf outings, parties and family picnics that will allow the client to feel appreciated.