 |
Customer Service Training:
Customer Service Training for Keeping Customer Loyalty in the New Year
It
should come as no surprise that customers continue to rate excellent
customer service high on the list of things they look for when choosing
a company to do business with. The amazing thing is that most companies,
in spite of customer demand, continue to offer
customer
service that is mediocre, or worse. It would seem that some
companies just prefer to insult customers and lose business on purpose.
The more likely answer is that they just don’t have a good
customer service management training plan in place. We DO understand
the value of great customer service training, and our
Customer
Service Management Training classes will empower you to train
your customer service staff to give great service all the time,
and keep your customers coming back to you.
Just as you are probably targeting new customer groups and markets in the New Year, your competitors are trying as hard as they can to switch your existing clients' loyalty from you to themselves. As a result, you must make a concerted drive to keep your current customers' loyalty in the New Year or risk losing established relationships to this traditional time of change.
One of the best ways to keep customer loyalty is to simply show appreciation. This is why so many businesses send out holiday cards and greetings to customers. Take this to the next level by sending your existing clients a real gift to use in the New Year - a calendar helpfully marked with dates related to your business's products and services is a useful and timely gift - that will show and remind them on a daily basis just how much their business means to you. Calendars, pens and other useful, promotional items will go a long way toward reminding your existing clients on a daily basis just how important they are to you and your company.
Incentivizing loyalty is also a highly effective option. Since the most changes and switches go on in January and early February, keep your current customers focused on you during these perilous months with a great New Year's deal. This may mean offering a new contract option that is a great deal and provides great services that will also secure your clients with you for a set period of time, or it may just mean a fantastic offer on services that will effectively prevent them from experimenting with other providers because the deals are just too good with you. You can also provide a variety of promotional incentives - something as simple as a golfing package with golf balls and club covers branded with your logo or as elaborate as an entire leather briefcase and office set with the same tasteful brand - as a "bonus" or "thank you" for renewing a contract or extending a service term.
Finally, keep your eye on the ball. (In this case, the ball is your current customers). Many businesses offer great deals to new customers during January to attract people considering making changes in the New Year. This can offend old, loyal customers who feel that they are getting overlooked. While you definitely need to make sure that the deals for new and old customers are different in order to make this particular promotional strategy effective, be willing to work with old customers who want to get in on the "new customer deals" action.
You can also "sweeten" existing deals with gifts (personalized with your company logo, of course) that reflect the long-term relationship you share with a given client. This will show that you are appreciative of your existing client base and give your business a personal feel that lets all of your clients - new and old - know just how much their business and their loyalty means to you.
Source: Woody Kaye link
Related: Customer Service Training
Customer Service Training:
Customer Service Training for Keeping Customer Loyalty in the New Year
|
|
