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In this module, you will learn why follow up is important in building a loyal customer base that will never leave you for the competition.
When to use
You should always follow up with the customer.
Following up with customers at the location, via the phone, through email or mail are all very important, effective methods.
You can follow up with a customer who is at the location verbally by asking, “Is there anything I can do or could have done to make this an even better customer experience for you?” You could give the customer a comment card or a complimentary product or service upgrade.
Why is it important to follow up with the customer while they are at the location, because you can do something about it if the customer is unhappy. Remember 96% of your unhappy customers won’t tell you they are unhappy and 91% won’t come back.
You can follow up with a customer on the phone through a customer care call. This is as simple as a quick phone call to ask the customer about their experience with your company. Ask the customer, “Is there anything else I can do for you?” By phone you can also do a survey and offer a free gift.
Email or Mail:
You can send a survey with a coupon via email or mail. A personal card is rare these days and can build the relationship with the customer. In the survey, you can ask them, “On a scale from 1-10, how did we do? What would have made it a 10?”
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