Improve Your Customer Experience: A Stress-Free Guide On How To Deal With Difficult Customers - The Essential Techniques of Persuasion To Turn Negative Clients Into Permanent Happy Buyers by Riley Les

Author:Riley, Les [Riley, Les]
Language: eng
Format: epub
Published: 2020-06-30T16:00:00+00:00

Predictable income streams . Predictable income makes it easier to forecast.

Word-of-mouth recommendations. Through word-of-mouth recommendations, loyal customers refer and attract to the company new customers that may be of the same caliber as them.

Insist on high standards . Loyal customers help make the business be what it is by influencing the business and applying pressure to the business to maintain excellent products and services.

This type of customer is not easy to get. The business has to engage in various antics to develop this loyalty. In the process, the business may spend a lot of money on various programs including customer relationship management. In other words, customer loyalty is earned. After all this effort investing in gaining loyal customers, the business will certainly want to retain them.

Given how important this type of customer is to the business, when such a customer complains, the business must sit up and listen. If a business has a loyal but difficult customer, it makes sense that resources be allocated to fulfill the customer’s needs and expectations. In the process, the business will be taking steps to iron out any kinks that may affect other customers. With such a customer, it makes sense that you provide personalized customer service. This way, no matter how difficult the customer is, it is easier to come up with ways to placate them.

How to Identify a Loyal Customer

This type of customer usually does not consider cost an issue. When they order a product or service, they want that which will best suit their needs, regardless of the cost. This is why companies with highly valued brands usually do so well. Brand loyalty thus goes beyond simple repurchases but reflects a relationship based on trust. Where there is trust, customers develop a dedication to purchase the same product despite the actions of competitors. Such customers trust that you as a business are doing your best to meet their needs by putting your best people to assist them. As such, expectations are high, and they will not hesitate to call you out if they feel standards are slipping, or you are no longer doing your best. Taking a step to address an underlying problem that may have caused a difficult but loyal customer to complain will only serve to establish you as the best business to deal with, which will further cement your relationship with the customer.

How to Handle Difficult but Loyal Customers

All loyal customers should be recognized in one way or another. The most effective way is to provide personalized service. For example, high-value and loyal customers can be assigned a go-to person who will personally handle any issues that may crop up. This implies that while other customers may have to find the time to go in-store and queue at the customer service desk, some loyal customers may have access to other more efficient communication channels. For example, the customer may just send through an email to the supervisor and get a prompt call back.

At a restaurant, a loyal customer may get the chef coming out of the kitchen to check if the food served is to their exact liking.

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