Customer Service Techniques

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Good customer service techniques include getting feedback on what the customer wants, mentioning people by name, allowing upset customers to vent and sending birthday or anniversary cards. Develop a referral system in order to get new clients with tips from a business consultant in this free video on customer service.

Part of the Video Series: Business Management & Customer Service
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Video Transcript

My name is Helen Vella, Vella Associates, business consultant, coach, trainer and author. Today's segment is about customer service techniques. It costs five times more to get a new client than it does to keep your existing clients so keeping your existing client is obviously the better choice so what you should be doing is making sure that you know what your clients want and the only way to find out what your clients want is to ask them. So listen to your customers, listen to what they have got to say, get feedback from them, send them questionnaires, send them information that they can send back to you so that you know exactly what is going on and what it is that they want from you. When you are speaking to your clients also mention their names, people like to here their names, mention how grateful you are for their business. Say thank you for their business and mention their name also. If they are calling you and they want to give you some feedback that is negative or they want to complain then just listen to them, let them vent, don't interrupt them and listen to them and thank them again. Go the extra step. Have some sort of system set up whereby you know their birthdays and send them a birthday card or have a system set up where you know when they first start dealing with you and you can send them an anniversary card. Also have a referral system maybe so that they can refer other customers to you and then you can give them a certificate or some extra product or some extra service for referring clients to you. The best way to get new clients is by referral and a good satisfied customer. So to keep your customers happy make sure that you get feedback from them. Listen to them and follow through.

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