| A satisfied customer will inform 4 or 5 person | | | | space, low costs and lot of exaggerations but |
| about a satisfying brand experience. On the other | | | | cannot fulfill most of them. A customer may sign |
| hand, 7 to 13 people will hear about it when you | | | | once but he won't think of choosing the same |
| deliver a poor experience on them. A study says: | | | | service again. Advertise only the features you can |
| Unhappy customers will continue to voice out their | | | | offer. Do not exaggerate the features you |
| dissatisfaction for up to 23 years. | | | | cannot provide. You may not be able to offer all |
| 1. APOLOGY AND ACCOUNTABILITY – Say, | | | | the services, but the customer will be happy if |
| "I'm sorry," and take ownership of a mistake, | | | | you give what you have promised. |
| even if it's because of supplier or other problems. | | | | |
| Help the customer to determine an appropriate | | | | - PERSONALISE: Make the customer realize he is |
| remedy to uncover less costly solutions. Be sure | | | | special, by offering small discounts or incentives |
| that the resolution should not only address a | | | | while renewing or give him additional features etc. |
| customer's direct loss but also to compensate it. | | | | You may offer something that may require some |
| Follow-up, determine whether the customer has | | | | expenses now, but will result in substantial profits |
| received the promised treatment, and, more | | | | later for them. Let the customer know you need |
| important, how they feel about it. | | | | him, as well as he needs you. |
| | | | | |
| 2. CSR (Customer Service Representative) | | | | - INTERACT: Make sure the customer is satisfied |
| INTENSIVE TRAINING - | | | | by asking his feedback, suggestions, comments |
| | | | | etc on your services once in 2-3 months (but not |
| Increasing number of lost customers means that | | | | frequently, you may annoy them). He may be |
| that company must upgrade the skills of their | | | | facing certain difficulties which you did not know |
| CSR. Employees must understand the importance | | | | of or he may have certain helpful advice. You |
| of customer retention. | | | | may or may not implement his advice, but you're |
| 3. ONLINE SUPPORT – | | | | listening patiently may increase your value in the |
| Customers should be easily able to complain via | | | | view of customer. If you are an outsourcing |
| email, letter or even well-publicized hot lines. | | | | company, you may ask how the project is going |
| 4. SYSTEM DEVELOPMENT – | | | | with his virtual assistant or even send a birthday |
| Systems should streamline complaint acceptance, | | | | greeting on his birthday. |
| and generate complaint-based reports. One giant | | | | |
| insurance company scans every complaint letter | | | | - QUICK SERVICE: The most critical aspect, which |
| into its database. Causes of the complaint are | | | | may gain or lose your customer. If customer has |
| analyzed, and examined to avoid similar complaints | | | | a problem, troubleshoot it fast. If you let the |
| in the future. Initiate that every departments | | | | problem pending or do not pay attention, you |
| should be accountable for their actions. | | | | may easily lose a customer. Take every effort to |
| After getting back your lost customers, make | | | | solve the problem, if you can't, take outside help, |
| sure to retain them by following these rules: | | | | but do not give up on problem easily. This is the |
| - GIVE WHAT YOU PROMISED: A web hosting | | | | most common problem while dumping a service. |
| company, for example, who promise high web | | | | |