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Post by shiyabul on Aug 21, 2024 7:05:26 GMT
OFFER PROACTIVE SOLUTIONS AND SERVICES. Proactive servicing involves offering your customer a solution before they realize there is a problem. For example, imagine that a large BB customer ordered a million jackets and you found out they were stuck on a barge in the Panama Canal and would be delayed several weeks. Rather than waiting for problems to ensue, it would be best for a member of the outbound customer service team to proactively reach out to this customer with a solution that aligns with whatever product can be quickly secured. In this case, perhaps the customer would be willing to settle for https://lastdatabase.com/ a smaller quantity of jackets or in a different color arriving sooner if an associate reaches out proactively. Hopefully, any anger or frustration the problem ultimately causes your customer will be somewhat offset by the proactive solutions and service that the associate provides. SUCCESS STORY – SCRAP METAL We have a client that sells scrap materials. They regularly charge customers a small daily storage fee. However, our client recently lost a multibillion-dollar account that was in the top % of their customer base. That is because they wouldn’t waive this $ fee when asked. It created enough bad will for the customer to walk away and take their business elsewhere. We helped this client understand that every touchpoint along a customer journey matters.
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