Top 10 Customer Service Tips For Excellent Customer Support After The Sale
Need customer service tips? Learn how to serve customers and provide excellent customer support after the sale, so you can make more profits with less effort.
Preeti is very good at selling products to customers and manages to close the sale more often than not. However, she lacks customer support skills and doesn’t follow up with customers after the sale.
While she makes many first-time sales, her customers rarely order from her again. Most of her time and effort are spent in trying to land new customers so she can make a steady income, rather than keeping her existing customers.
Richa’s sales closing techniques are not as successful as Preeti’s, but she always follows up with her customers and provides excellent customer support and service after the sale.
As a result, her customers trust her and are happy to order from her again and again. Richa usually ends up earning more than Preeti as she doesn’t need to keep searching for new customers to make a steady income.
According to the Harvard Business Review, acquiring a new customer can be anywhere from 5 to 25 times more expensive than retaining an existing one, and not just in terms of money, but also time and resources.
Research done by Frederick Reichheld of Bain & Company has shown that increasing customer retention rates by 5% increases profits by 25% to 95%. So, do you think retaining your existing customers can help you make more money? Of course, it will!
The difference between a seller who gets great reviews and repeat orders from customers and one that doesn’t is how they provide customer care and support after the sale.
In this article, you’ll learn how to serve customers better and provide excellent customer support after the sale. These customer care and customer service tips will help you make more profits with more ease and less effort.
#1. Speak your customer’s language
Customers are usually more comfortable speaking to a seller in their native tongue, so try to communicate in the language that your customer is most comfortable in.
Even if you don’t speak their language fluently, trying to communicate as much as possible in their native tongue will definitely win you some points for effort.
#2. Know your products thoroughly
It is not a good practice to try to sell products without learning all about them. You must be well informed and know all about your products so you can answer all your customer’s doubts and queries with as much accuracy and detail as possible.
#3. Be honest with your customers
If you’re facing some problems with ordering products or in delivery, always be honest with your customers. People appreciate being told the truth, even if it is bad news, and your customers will trust you more if you don’t attempt to cover up problems.
#4. Always be courteous and respectful
When speaking to your customers or messaging them, always use a courteous and respectful tone, even if they are complaining or unhappy about some issue they are facing with your order.
All customers like being treated with respect and courtesy and they will appreciate it if you can stay calm and answer them even when they are not in a good mood.
#5. Follow up after the sale
Always call or message your customer a day or so after the sale to check in with them and thank them for ordering from you.
Ask them if the product met their expectations, if they had any issues with delivery, and if there is anything you could have done better.
This is also the best time to ask for a review or referral from a happy customer as the sale is still fresh in their mind.
#6. Make them feel important
You can make your customer feel important simply by making time for them when they need it.
Even if you cannot answer their messages immediately, ensure that you answer them as soon as possible and give them a clear and accurate response to their query.
#7. Honour your commitments
It is not acceptable to take a payment from your customer and not deliver what they paid for. Always deliver what you promised, if not more.
Make sure that your customer gets their order on time and ensure you deliver what they asked for. You only get one chance to build trust with a new customer and honoring your commitments will help you do that.
#8. Appreciate your most loyal customers
You can show appreciation for your most loyal customers by sending them cards with a thank you message, and shipping them small gifts, such as a bookmark or a trinket when they place a large order.
There are many ways to show your appreciation and let them know you’re thinking of them, like sending them greetings during festive and gifting days.
You can also thank them by inviting them to join your SHEROES community where you can share special content and offers for them.
#9. Keep track of their purchases
A lot of sellers think they can just keep all the information about their customers in their heads. You may be one of the rare people who can remember everything about a person.
However, if you want to grow your SHECO business, it is always a good practice to collect your customer data and put it into a free CRM tool that can help you keep all their information and past orders at your fingertips.
It is also a good practice to keep track of your customers’ interests and preferences so you can recommend new products they may be interested in.
#10. Get customer support training
If you don’t have the confidence to speak to customers or don’t know how to be clear in your communications, you can get customer service training from a professional.
In the SHECO Academy, you will get access to regular product and sales training to help you sell and service your customers better.
4 Best Tools For Customer Support
Here are some of the best ways to provide prompt and personalized customer support to your clients and customers.
#1. Telephone Support
Sometimes, all it takes to make a customer happy is to pick up your phone and give them a call. There’s really nothing like the telephone for establishing rapport and closing sales. It’s the most personal way to provide one-on-one customer support.
If you’re a busy mom who cannot always attend to calls, WhatsApp may be the best customer support app for you. However, you must learn how to use WhatsApp properly to serve your customer’s needs.
If you learn how to use it well, it can truly be the easiest way to share information with your customers and respond to queries they need to be answered without intruding on your personal and family time.
#3. Live Help Chat Software
If you want to provide online support for website visitors, you can use customer support software, such as live help chat software, that allows you to chat with website visitors right from your Smartphone.
#4. Customer Support Software
If you have a lot of customers and have more than one person in your family or team responding to their queries, you can use free customer support software like Freshdesk.
This app allows you to provide customer assistance by converting all customer queries into tickets that can be directed to other family or team members when you’re not available to answer calls or messages.
With customer support apps like these, a small team can provide customer help and customer support for multiple products and services that you sell.
You can also reduce your response times to basic questions that you get asked again and again by creating standard templates that help you respond with ease, efficiency and professionalism.
These online customer care and customer service tips and tricks will help you provide the best online customer support and create happy customers who order from you again and again.