The success of your business is pegged on customer loyalty. You can debate about the product quality or bringing new customers all you want but unless your customer is not making a second purchase and then keeps coming back, your business is dead. To boost brand loyalty, even the biggest companies and famous brands exert all their energy and invest a huge chunk of their budget in bringing back their customers.
As a customer support manager, your role in customer loyalty is to offer quality service to keep them coming. To achieve this goal, you will see people talking about quality boosts and reducing price but as a CRM there is as much as you can do. Since your role is limited you have to look at ways that can eventually help you gain trust via mutually beneficial deals.
Good customer service always starts with steady and seamless communication. In the era of technology, seamless communication means fast internet that you can rely on. If you are currently struggling with your internet connection or you are a native Spanish speaker, you can ring up Mediacom Servicio al cliente en español for complete guidance and service details.
Now that your internet issue is sorted and you have a reliable connection, it is time to look at ways you can contribute to brand loyalty and customer retention.
Brand Loyalty and Customer Retention – Joined at The Hip
For the success of the business, both brand loyalty and customer retention are important. Brand loyalty is just the tip of the iceberg so if you ensure that your business has strong brand loyalty, your customer retention will also see a boost. If your customer is loyal, like your product quality and they come to buy it once, there is a high chance that they will keep coming back and this will make a full circle.
When it comes to product-based business, the focus is always on the quality of the product however, when it comes to service-based companies, customer service works as the backbone. If your consumer is facing some issue with the service, getting connected with customer service should be a cakewalk. If getting hold of the customer service representative pulls your client straight into deep water, you can kiss your business success goodbye.
To sum it all up, business success is dependent on brand loyalty and customer retention whereas both these factors depend on very strong customer service. To make you a master of customer relations, here are a few tips that will help you boost brand loyalty and eventually customer retention as well.
Tried and Tested Tips to Boost Customer Loyalty and Retention
To make sure the customers only rely on your service, you need to deliver your best. Here are some of the tried and tested tips that will boost customer loyalty and retention via effective customer service:
- Look for Common Grounds
Most customers get confused and frustrated when they have to report a complaint. The conversation in this case has so much friction that you might feel like losing the customer. However, this is the exact time you need to get hold of your emotions and reach a mutually beneficial common ground. Going into complete compromise is never good for either party and this can further make you feel resentful.
- Test Your Tone
Your conversation can deviate right away if you feel like your tone or the tone of the customer doesn’t resonate with the values that are required for a smooth conversation. According to psychologists, you can change the tone and context of the conversation if you lower your voice and speak politely. The human mind has the urge to match the tone of the opponent so you will be controlling the tone.
- Get Feedback
Most customers know that you, as a customer support representative, need to address their issue. However, you need to go a few steps further by making them realize that their opinion matters. You need to make them feel heard and this is only possible if you ask for feedback.
- Use Positive Tone
Being apologetic will bring you on the back foot. Instead, if you positively rephrase your words, this will help you build a much more solid connection with the customer. Instead of saying sorry for keeping you on hold, you can say thank you for waiting. Similarly, do not apologize right away for the inconvenience, instead, thank them for letting you know about the issue.
- Focus On Commitment
If you have promised something to your customer, stay true to it and never budge, no matter what. Going back on your words, as a business will make the customer question your integrity and there is a high chance that they will switch to another brand without complaining.
- Make It Easy
We know compromises happen in every conversation but how you reach a compromise is important. Throughout the conversation, let the customer feel he has the upper hand. This will make them feel at ease so they will not try to ping you for the same topic. Then slowly gather the pros and slide them into your conversation naturally without making them feel you are convincing them.
- Stay Ready for The Unknown
When signing up for a customer support representative job, say goodbye to predictability. You will get to interact with multiple customers every day with diverse backgrounds and sundry issues. Even if you feel like the conversation is detracting, make sure to gather your thoughts right before you say something.
- Take Some Breathing Time
breathing time doesn’t mean you cannot speak fast or you cannot read through the initial script given to you by the company. Instead, breathing time will help you get ready for the next few minutes where you will be setting the tone of the conversation. If you already had a bad experience with a customer, there is a high chance that you will get irritated easily. Taking some breathing time will help you calm your nerves so you can shift back to your professional tone.
Bottom Line
To sum it all up, being a customer representative can be draining sometimes, especially when you have to get a hold of your emotions. However, by using the aforementioned tricks, you will see improvement in your conversations and will feel you are in control.