Building a customer care policy is a must when operating a business. It is just as important as creating a business strategy. Because if the sales strategy creates a source of profit, the customer service policy will maintain and optimize that profit. Currently, each company has its own know-how and creativity when designing customer policies. So what are the most successful customer care policies? With Becare refer to the following article.
Why do businesses need a customer service policy?
What is the customer service policy?
As a business owner, you probably know how to search for points distinctive how important. However, the reality is that it is very difficult to differentiate the product. Because it can be copied very quickly. Instead, smart leaders will find ways to make an impression through the way they treat customers. This is not encapsulated in an enthusiastic and polite attitude, but also a system of rules to protect the interests of customers before-during-after purchasing. That system is the customer service policy.
3 benefits gained from customer care policy
From the above definition, it is easy to see the positive impact it brings:
- Help employees work easily and consistently thanks to the standard framework available, so that guests are more satisfied with their experience.
- Work management is more effective when we can promptly identify the problem, localize the stage that needs to be handled, and solve it immediately.
- Increase brand credibility and professionalism. A good customer care policy combined with a high level of staff professionalism will make guests feel heard and appreciated. From there, they naturally trust and bond more closely.
Customer care policies needed in the business
Like I said, there's been a lot customer care bring great success. You can refer to a few examples below:
Accumulate points and upgrade customers
This initiative was born to keep customers coming back as much as possible. It is commonly used in supermarkets and retail stores. Before applying, you need to clarify the following points:
- What levels of intimacy will the store have?
- Specific conditions to upgrade each level? Usually the total cumulative order value.
- Specific benefits for each customer group? For example, the higher the tier, the more discounts the guest will receive or receive special care.
- How points are calculated and tracked are organized for easy transparency with customers.
Small shops with few items can also change to apply this method. For example, the restaurant will give away 1 dessert when the customer comes back for the 10th time.
Promotions
Here, the customer care policy is shown through the following:
- Understand the policy and disseminate it to relevant employees
- Plan to notify customers about 3 days in advance
- Prepare for return and warranty situations
- Clearly define the rights of guests in the program. For example, can guests accumulate incentives or earn points with this program?
This promotion policy can also go in parallel with the above membership tier. Specifically, you clearly specify the discount rate, value voucher… is applied to each customer group. Of course, the higher the rank, the greater the benefits the guest will receive.
Having a specific policy, you will get a quick response when it happens. Thus, the situation will also be handled thoughtfully and thoroughly.
Complaint settlement advisory policy
- Develop specific consulting and training scripts for employees. This scenario can be in the form of a process flow or a common question/answer.
– Instructions on how to receive and transfer information, as well as how often to contact proactive care.
- Regulations on consultation time, words and gestures when interacting with guests.
– Emphasize attitude, words are not said to customers.
As you can see, these are close to telesale or telemarketing. Therefore, it is concurrently held by these employees. You can also request telesales service done if you are outsourcing a certain unit.
What to keep in mind when building a customer care policy?
Stick to business goals
Customer care policy is only really effective when it is consistent with the development orientation of the business. Otherwise, it will become remote, difficult to implement, and a waste of time. A simple example is a company that is focusing resources to expand its list of distribution partners. At this point, no matter how you create attractive incentives for retail customers, it is not necessary. Simply because it goes against the interests of the target group the company is focusing on.
Understanding customer psychology
Narrow your goals to define the customer persona. Only when you know who the customer is, you can understand what they think and want. From there, the policies you create will be practical and effective.
This is clearly not an easy task because human psychology is diverse and constantly changing. Therefore, you need to skillfully adjust and constantly update your knowledge to build an appropriate customer care policy
Flexible combination of customer care policies
No need to come up with a new customer service policy. Finding ways to use existing strategies and work together is enough to create a smooth running process. Eg:
- Apply freeship policy when customers buy combo
– Shocking discount for the 2nd product
– Free return for gold customers
– Opportunity to shop at original price for customers who sign up to receive special offers
summary
Customer care policies are a very good area for you to study and learn. However, since it's part of the planning part, you still need a good execution team to realize the results.
Calling for advice, answering questions, receiving feedback, etc. are all good things to do. If you cannot build a quality customer care team, you can find an outsourcing solution at BECARE.
Contact now to optimize sales, make a positive impression with customer care policy.
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