How to Follow Up with Customers

Video Transcript

"In this section we'll be discussing another model known as the ABCs of customer service. I'm Pamela Unruh on behalf of Expert Village. The last step in the C portion of the ABC model we're going to talk about is a follow up. We talked about the importance of following up with your customer before but let's stop and talk about how the follow up specifically rounds out providing customer oriented service very nicely. Basically what I'm going to say is don't make promises that you don't intend to keep. I don't know how many times I gone to a service oriented industry and they said "yeah well check with you and make sure it's going okay", or "well I'm going to put in the system is we're going to make sure that this happens this particular procedure happens". When it never does or it doesn't I feel let down and feel lied to and I certainly don't trust that company ever again. So follow up is very important it's also the most easily forgotten step to providing customer service, it's easy to tell somebody as they're on the way out the door or getting off the phone. "I check back with you and see how you like that", if you say that make sure you make a note and make a point to take care of it. Do what you say when you say your going to do it and it will really ensure your customers continue to be loyalty with you and your company. "