Ashby’s Post

Quick Tip: Keep a running list of “good fit” and “bad fit” customer characteristics or simply jot down the common themes shared by your best customers. ♻ Circle back to it every 3-6 months and see how it changes.  Our view on the ideal customer can change dramatically over time and some of us are not the best at identifying change and sharing our learnings. 👉 Track it, share it, be clear about it with your team.

If your business/brand doesnt: 1. Have an existing feedback channel for your customers to provide feedback/get help to address their problems and enquiries 2. Have a SOP and cadence around getting back to your customers in a timely manner 3. Actively and regularly organise some form of customer focus groups/surveys/interviews to get your ears on the ground to find out about pain points that they usually face when dealing with your business/brand Here’s a complaint letter from 1750bc to help put things in perspective 🤣 Also customers are 5X more likely to switch to other brands when their problems are not addressed properly and in a timely manner Image copyright to OG post

In repeat calls, customers are 54% more likely to express frustration. While it is impossible to entirely avoid this type of calls, there are ways to successfully minimize the amount of them: 1. Practice how you handle the most popular inquiries 2. Make sure your knowledge databases are always updated based on insights from your customer conversations 3. Get best practice tips from your top-performing colleagues

How do you handle high-pressure customer scenarios? ✏️ Handling high-pressure customer scenarios requires a combination of empathy, effective communication, and problem-solving skills.

Make your customers happy by following 3 steps on every call 1 Use your customer's name but check their preference! Don't assume using their first name is OK 2. Focus on what you CAN DO. Even when you can't fully meet your customer 's needs, start with the alternative you can offer and avoid starting your response with "Unfortunately " 3. Give specific timescales. ASAP is of no use to anyone. If you want your call handling teams to deliver service excellence, grab our free call guide via the link in the comments

5 Simple Steps to Delivering Unforgettable Customer Service Ready to level up your sales game? Comment or DM me "SELL" and grab your exclusive copy of our guide, "3 Keys to Doubling Sales"! Discover the secret sauce to delivering unforgettable customer service and skyrocketing your sales. Don't wait – claim your free guide now! 📩

How to Master a Welcome Call to a Potential Customer

A great sigh is taken when you realize that the outbound call will be long. It is your duty as a member of the frontline to demonstrate professionalism When you exercise patience, calm, attentiveness, and empathy, you increase the likelihood that the price will remain reasonable to that customer. #customerexperience #customerfocusedservice #customersatisfaction