Have you ever been on the receiving end of a bad customer experience? How did that make you feel about that business afterwards? Chances are not very good, and eventually you've stopped going to that business. Now think about your customers, you don't want them to experience that with you. You need these tips for fabulous customer care for your direct sales business.
5 Top Tips for Fabulous Customer Care
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Use Positive Language
When communicating with your customers, it is best to use positive language. This will help de-escalate your customers frustration, and can help them to know you're on their side. An example of this would be: “I can get that product for you next month, as soon as it becomes available” instead of “I can't get you that. Its sold out.” You offered them a solution to their problem and that will show them that you care about the problem that they have.
Empathy to their problem can go a long way to helping your customer feel good about the interaction. Acknowledging their feelings can go a long way with people. Try to not get defensive. Your business is your baby, and you will do everything to protect it, but having your customer leave with a positive experience can leave them feeling better about buying from you again in the future.
Follow Up with Customers
You should be following up with customers, after they buy a product from you, and after any interaction they have after a problem. Reaching out after an interaction from a point of frustration just to check to make sure everything was still working fine for them can help your customer come back to you.
Following up after purchase, and once they receive the product can make sure their questions are answered, and gives you a in to say that you'll follow up with them again later. You can then reach out again – especially if your product is consumable – to see if they need to re-order or the product was up to their expectations.
Use Automations or Canned Reponses
Now this feels counter-productive, however, automations can help you with follow up, as long as they're written like a human and not a robot – use their name, and write it to let them know that you appreciate them. You can also write in the auto response that it is automated, and to hit reply if they have any questions.
A canned response are templates to things in your business that always happen: shipping, FAQs, returns, refunds, etc. Having these emails written out ahead of time, and all you have to do is copy and paste them into the email body will save you time, and give your customers a quicker response.
Know Your Products
When customers or potential customers contact you with questions, knowing your products to be able to quickly answer the questions that they have can give them the sense that you know what you're talking about.
This will better tailor the experience that the customer has to their problem if you have the answer right away.
Don't be Afraid to Say I Don't Know
This seems to counteract the previous point, however, it is better to admit you don't know the answer – and that you'll find out the answer for them – instead of giving your customer false information. Checking with your upline or someone else in your company who may know the answer won't take very long, and let your customer know that you'll reach back out to them when they know the information.
Think about that last time customer service rep gave you different information then you got the next time you contacted them. Its frustrating to be given different information. So, to prevent that – tell them that you don't know the answer to that question, and you'll have to find it for them. You will reach back out to them in a few days to answer them. Then once you find the information, give them the information.
If you can't find the information, still reach out to give them an update. There's nothing worse then feeling like you've been forgotten about.
89% of customers who receive a bad customer service experience will switch to a competitor following the interaction. That's how important good customer service is. Keeping the customers you have is just as important as finding new customers. Your repeat customers can make or break your business, since they're the ones that you're building a relationship with and will bring new people to your direct sales business through referrals or hosting a party.