Impact Learning Systems


The Key to Customer Service Success: Follow-Through Rachel Miller

What is the eas­i­est way to make cus­tomers happy? Let them know their requests have been heard and that they will be taken care of –and then do it! Follow-through – the act of car­ry­ing out cus­tomer requests – is the final and most impor­tant step of suc­cess­ful cus­tomer ser­vice. Words with­out action are sim­ply words. Cus­tomers want to see action, results, and proof that their requests have been heard and han­dled appropriately.

To effec­tively follow-through, employ­ees must show a will­ing­ness to serve, accu­rately com­plete the request, and show value to the customer.

1. Show Willingness

Show­ing will­ing­ness to serve and sup­port is easy to do, and one of the fastest ways to build rap­port. Instead of respond­ing with a non-specific “OK”, encour­age employ­ees to start sen­tences with phrases that clearly con­vey enthu­si­asm and eager­ness to help. Here are a cou­ple examples:

I’ll be happy to…
I can sure do that…
I can take care of that for you

2. Com­plete the Request

This may sound obvi­ous, but it’s best to meet cus­tomer expec­ta­tions first and then per­form pro­ce­dural duties such as updat­ing the customer’s file and sched­ul­ing follow-up calls sec­ond. Occa­sion­ally com­pany pro­ce­dure may not allow for this. If so, keep the cus­tomer informed by stat­ing, “I’ll be happy to do that for you, but first I need to col­lect some infor­ma­tion in order to com­plete your request.” Informed cus­tomers are happy customers.

3. Show Value

The final step in suc­cess­ful cus­tomer ser­vice is show­ing value. This step demon­strates the impor­tance of ser­vice and sup­port to the cus­tomer, and shows that your orga­ni­za­tion is com­mit­ted to serv­ing cus­tomer needs and requests. To effec­tively show value, explain how cus­tomers will ben­e­fit from the way their ser­vice and sup­port sit­u­a­tion was han­dled. Here are two great examples:

  1. To pro­tect your pri­vacy, we do not give out iden­ti­fi­ca­tion num­bers over the phone.
  2. To keep your costs down, we ask that you have the work done at one of our ser­vice facilities.

Follow-through is essen­tial to keep­ing cus­tomers loyal. Remem­ber, “Great oppor­tu­ni­ties to help oth­ers sel­dom come, but small ones sur­round us every day.” – Sally Koch.

Rachel Miller has 10 years of e-commerce & e-marketing expe­ri­ence with a pas­sion for social media and all things vel­cro. A ded­i­cated cus­tomer ser­vice advo­cate Rachel believes that every job is a cus­tomer ser­vice job.
Rachel Miller
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  • Enkata

    "Informed cus­tomers are happy customers."

    Agreed! Most cus­tomers will be okay (maybe not thrilled but at least not furi­ous) about an inter­ac­tion tak­ing a lit­tle longer pro­vided they know what is going on. Do you need to leave them on hold for ten min­utes? Check back in five so they know they haven't been for­got­ten! Be hon­est and upfront about what is going on.

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