Talking about the business world,
almost all of businesses certainly want to get a lot of customers. The
customers become the main goal of the business where the company get higher
sales. But please keep in mind, if a business wants to continue to grow, the
strategy of increasing subscribers alone is not enough, we need a strategy for
these customers become customers in other words.
Therefore, the strategies are needed to be applied in order to establish and maintain the consumer loyalty. Here are some practical strategies that can be done more businesses to build customer loyalty by telephone skills:
Therefore, the strategies are needed to be applied in order to establish and maintain the consumer loyalty. Here are some practical strategies that can be done more businesses to build customer loyalty by telephone skills:
1. Preparation
The first step is to make
preparations. The preparation consists of knowledge
and skills. for
the knowledge preparation, it includes behaviour,
understanding customer's expectation and the environment, while the skills
preparation includes serve skills and communications skills.
2.
Opening Greeting
Greeting is important in the
beginning of a conversation. This strategy consists of typical greetings that
are common in Indonesia, i.e. Good Morning, Good Afternoon, Good Evening
and Good Night. Other than this, mentioning the name of the company can be an
option, e.g. "Good morning, PT. Sakura Mawar"
or adding the name of the person who answers the phone e.g. "Good morning,
PT. Sakura Mawar, Shinta
speaking". In order to make it proper, it can be delivered by
offering help, e.g. "Good morning, PT. Sakura Mawar, Shinta
speaking, may I help you?".
3.
Knowing Your Customers
Knowing the customer means knowing
the identity of customers who contact you. Hence, please asks your customer
name. The purpose of asking the customer name is to build a great relationship
between you and them, to gather the historical necessity and the most important
one is to show your genuine appreciation.
4. Providing Solution
The communication strategy for this purpose can be applied by repeating the customer's needs or request in polite way, e.g. "Fine, Mr. Anton, you need a price list for A product. We will send it to your email as soon as possible,". It will be more useful if you know the price, so that you can say "The price of A product is IDR 800.000 per unit, Sir,".
If you cannot provide solution right in time, there are 3 things you can do, i.e. to contact the customer back after you know the solution, to receive the customer's call with readiness and to transfer the call to the related department for proper answer, e.g. Sales Division.
5. Offering Second Help
By offering help it means you have a good intention. You can do this by reminding the client, e.g. "Is there anything else you need, Sir?" or "Is there anything you wish I can help you, Sir?"
6. Closing Greeting
Closing greeting is needed in order to allow the customer to hang up first, as a hint that the service has been completed, e.g. "Thank you for contacting us, Mr. Anton. Good afternoon".
4. Providing Solution
The communication strategy for this purpose can be applied by repeating the customer's needs or request in polite way, e.g. "Fine, Mr. Anton, you need a price list for A product. We will send it to your email as soon as possible,". It will be more useful if you know the price, so that you can say "The price of A product is IDR 800.000 per unit, Sir,".
If you cannot provide solution right in time, there are 3 things you can do, i.e. to contact the customer back after you know the solution, to receive the customer's call with readiness and to transfer the call to the related department for proper answer, e.g. Sales Division.
5. Offering Second Help
By offering help it means you have a good intention. You can do this by reminding the client, e.g. "Is there anything else you need, Sir?" or "Is there anything you wish I can help you, Sir?"
6. Closing Greeting
Closing greeting is needed in order to allow the customer to hang up first, as a hint that the service has been completed, e.g. "Thank you for contacting us, Mr. Anton. Good afternoon".
Increasing the customer loyalty is
very important and there are many ways that we can take as a salesman without
requiring a large investment or cost. This is a simple thing that we do
sincerely that will increase our customer loyalty.
Source: Article Training Progam by
Indy Retnani and Haryo Ardito
Editorial: Marketing Communications
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