As business owners and customer service professionals, it is easy to get overly busy and forget about the small details that constitute an outstanding customer experience. One such detail is the “Follow Up”. Throughout our days, we follow up with family, follow up with friends, even follow up with our doctors, but do we always follow up with a customer?
Once a transaction is made, or a service is performed, a customer service professional must never assume the customer is happy. The most basic example of this is a waiter or waitress at a restaurant. To simply give a customer his or her food, and walk away, with nothing more than a simple glance to see if the customer is still eating, or refill a drink, will not get you an above average or even average tip. The “Follow Up” will make the customer feel he or she is being taken care of, and is the key to getting an exceptional tip.
The “Follow Up” does not only work in a restaurant setting. This is the outlook any business or customer service professional should take when dealing with customers. Whether a customer appears happy, angry, discontent, or anything in between, the customers final outlook on your business or service often depends on the “Follow Up”, and if done right, can result in not only a happy, but also a loyal customer.
Here is a short “Follow Up” list to keep customers happy or turn an angry customer around.
1.) When dealing with a happy customer, or a customer that appears to be content, always follow up by phone or email after 24 hours to verify satisfaction.
2.) When dealing with an angry customer at your business establishment, always listen with empathy, and make the customer feel as if resolving their issue is your primary intent. Be mindful of body language when dealing with angry customers face to face. Be sure to always “Follow Up” by email or telephone within 24 hours to check if the issue has been resolved.
3.) When dealing with an angry customer by telephone, you must also listen with empathy, and make the customer feel as if resolving his or her issue is your primary intent. This time, however, you must focus on the delivery and language you choose to express your feedback verbally, as their is no body language while communicating. Always follow up by telephone or email within 24 hours.
4.) When dealing with an angry customer by email, always “Follow Up” ASAP, and never more than 24 hours.