One of the major elements for a profitable business is repeat sales through loyal customers. Strengthen your business and boost your sales through the customer service department. Develop customer loyalty by establishing trust, confidence and personalization. Customers that do not feel they are simply another order or number will return often for your products and services. Customer service representatives must have knowledge about products and services, be able to suggest future sales and provide a positive interaction with customers.
The customer service department is crucial to the success of your business. Invest the time and resources to train your staff members. Knowledge about your products and services empowers your employees to meet the individual client needs. For example, a potential customer calls the customer service department and asks if a product is available in purple. The customer service representative should be able to provide this information or let the buyer know the product is available in blue, green and yellow. A customer is likely to avoid buying from a company where the customer service representative had no clue about the product color choices.
Train your staff to greet customers with a smile and helpful attitude. Employees should answer the phone with an appropriate script and smile. The smile will come through the phone to clients. Respect your customers’ questions, concerns and complaints. Increase the number of repeat customers by acknowledging their loyalty. A CRM application is an excellent way to track customer activity. Reward loyal customers with marketing coupons, discounts and even an occasional product sample.
Use a CRM to learn the buying traits of your customers. Have a customer service representative thank buyers. Positive interaction initiated by the customer service representative after a sell increases potential repeat sales and suggestive selling. For example, the customer purchases a large dog bed. The customer service representative can ask how the dog is enjoying the bed. The employee can provide information on how to clean and sanitize the dog bed on a regular basis. At the end of the positive interaction, the customer service representative can suggest a powder spray for deodorizing the bed or large breed nutritional dog treat product.
Focus on building a strong customer service department. Empower these employees with knowledge about products and services your business offers. It is through a positive interaction with the customer service department that you can increase one-time and repeat sales. Utilizing buying history to reward customers for loyalty and repeat sales boosts your long-term revenue to sustain and grow your business.