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What
is your customer saying about you once you hang up the
phone or walk out the door? If you've done your job
well, they are probably saying things like, "Wow,
they always know exactly what I need," or
"Now that was easy," or "They always
make me feel that my needs come first."
As
a rule, it costs five times more to attract a new
customer than it does to keep an existing one. In the
competitive world of customer service today, efforts
need to be focused to keep and develop your
relationship with existing customers.
Good
news travels fast in the business world. Unfortunately
bad news travels even faster -- and is longer lasting.
Knowing this, it's imperative to set your company
apart with good customer service, knowledgeable
technical support, various purchasing options and to
be flexible.
 Knowledge
Is Everything
How many times, as the customer, have
you felt that you were a nuisance to the customer
service person on the other end of the line? Your
customer should feel as though they are the most
important person during the phone call or visit. It's
not enough to be courteous and friendly; you have to
possess the knowledge of your product, your
customer's business, and competition in order
to offer the right solutions to meet their needs. The
more you know about your customer's business
environment, the more successful your customer service
department will be.
When
you continually train your staff this knowledge pays
off ten-fold. To learn how well you are doing, survey
your customers.
Customer
Relationship Management
Stretching Marketing
Dollars That being said, you can't forget the
importance of gaining new customers and effectively
working new leads. Today, more and more companies are
turning to Customer Relationship Management (CRM)
programs. CRM gives you the ability, from a single
console to view a customer's history, understand what
their needs are, see how problems have been resolved
in the past, and what interests this customer the most
- to give you the best picture on how to meet their
needs in the future.
CRM
offers the ability to target customers by need instead
of blasting out the same message to your entire
customer base. This allows you to accomplish two
important objectives - target particular sectors of
your market to maximize your resources and stretch
your marketing budget.
CRM
also allows you to reduce the number of employees
working on a particular customer. Instead of running
reports and gathering information for analysis from
different departments, your customer service
department can care for your growing customer and
prospect base all from a single source.
Reasons
Customers Complain Customers complain when they are
confused, feel ignored, or believe they have waited
too long for service. This is the most critical time
in any customer service department. Instead of ducking
these complaints, this is where you can save a
customer by viewing complaints as information to be
used to reverse a situation, in addition to offering
to help make sure that your responses are prompt. When
customers tell you they are not happy, be thankful
they told you.
Purchasing
Needs To Be Easy!
Is it easy to purchase from your
company? Today's fast paced environment requires
information about your company and its products to be
easily accessible, 24/7. That's why e-commerce
capability is so important. A customer working on
third shift can order product from your web and know
that product is on its way. This process is only
attainable with a workable, user friendly and accurate
shopping cart and website.
Website
Needs To Educate To Increase Sales
If you don't
provide a user-friendly website, with good search
engine ranking, your customer will go down the cyber
highway to the next organization, which does. Offering
"how to" solutions on your website is
another way to gain respect and trust for your
company's products and services. Nothing engages a
customer or prospect more than a tailored solution.
You can bet that customer will remember that custom
solution and return to you for future requirements.
Providing
excellence in customer service pays off in increased
sales from many avenues. Give your customers what they
need and do what you say you will do. Be knowledgeable
about your product line and make purchasing easy. And,
remember to thank them for calling!
About
SAS Automation LLC
SAS is a leading supplier of
modular robotic end-of-arm tooling components and
robotic gripper systems capable of serving any part
and any robot. SAS manufacturers in the USA get a
grip! distributes nip it Nile sprue nipper
line and GRIP IT! Asian chucking/gripper line.
SAS is ISO 9001:2000 Quality Certified and specializes
in robotic end-of-arm tooling and gripper systems,
sprue nippers, CNC degating and insert mold tooling
for manufacturing, packaging and plastics industries.
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