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Great customer care - 6 tips and loads more
Marketing PRojects was drawn into a LinkedIn debate recently on customer care from experts world-wide and we were struck by how similar the requirements from different industry sectors actually are. <Here are our top 6 and more from the experts:
1. Anticipate the issues before they occur.
2. Keep talking – communicating well and frequently
3. Go that little bit extra
4. Ensure customers enjoy dealing with you and your organisation
5. Be their, and ensure they are, your ambassadors
6. If you don’t think you aren’t ‘making a difference’ to their business, learn to walk away before they ask you to. (A long-term strategy, not short term.)
When the 6 above were given probably 1 was the most important:
Anticipate the issues before they occur. i.e. try to get inside their head and determine what they need/want before they know it themselves.
Transferring the ‘care’ and ‘anticipation’ to other people when it’s not a business they own, is challenging. It needs good communication skills to get it right, then time and attention.
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And experienced the same expertise recently from Andy “just mention me to customer services and order to ensure stocks are reserved for you” at Tescos on the wine section.
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