Old Customer Care Script Template

Mẫu Kịch Bản Chăm Sóc Khách Hàng Cũ

Spending time taking care of old customers seems superfluous, but in fact, it is extremely important for every business in creating long-term trust and satisfaction from customers. Down here, Becare will share with you some sample scripts on how to take care of old customers below via text message and by phone call. 

Definition of the old customer care scenario template

In the age of digital technology and integration like today. Companies inevitably have to compete fiercely to survive and develop. To overcome this situation, businesses or companies will often have the following way. It is to build the old customer care scenario carefully. This helps retain customers for your company – your business. 
Traditional customer care scenario templates are in the form of diagrams that provide customer service solutions; to enhance the customer experience. This includes action plans and various responses. Aim to solve the situations customers may encounter. Situations that occur in the process of consulting and supporting customers. 
There are purposes of creating legacy customer care scenario templates. It is serving customers according to the right route and created audience. From there customers recognize, enjoy and we can guide them to buy. At the same time, building professionalism in working style. Make a good impression and strengthen the brand's position in the market. This can be achieved in the process of interacting and reaching potential customers. 

Có rất nhiều phương tiện để chăm sóc khách hàng cũ như qua điện thoại, tin nhắn email, trực tiếp qua các chương trình,...
There are many means to take care of old customers such as by phone, email message, directly through programs, etc.

Summary of examples of old customer care scenario templates 

Example of scenario to support old customers via text or phone 

Meaningful

Calling old customer care is a way that every business applies. Call from customer care to provide face-to-face care. And take care, learn the needs of customers through words. To be persuasive, you must be very clever in your words and how to handle any situation that arises.
Currently, three-quarters of all companies are calling for voluntary customer care. This targeted customer group is older, not scripted. How to take care of old customers via text or phone with a script is very important. It helps you not to be confused by other wacky situations. Increased success rate higher and order fulfillment easier. Here are some examples of past customer care scenarios that you need to know about: 

Steps to implement the old customer care scenario template

B1 – Impressive greeting: “Greetings are higher than the table”. So a friendly greeting will impress your customers. 
B2 – Seriously listen to customers. Instead of talking like a machine, listen to their request. Only then can we find out the needs of our customers to best meet them. Telesales need to be able to listen and empathize with what the customer has to say. 
 B3 – Find the problem customers are interested in. After listening to the problems customers are having. Let them know you understand and will work to resolve them.
B4 – Suggest solutions you can provide to the customer's problem. At this stage, the customer service staff will help them solve the problem. Show them how and when to deal with the most appropriate solutions. 
B5 – Say goodbye and end the conversation with the customer. Stay enthusiastic and dedicated until the end of the conversation. Always make sure that your customers trust you, satisfied from start to finish. And customers have no regrets when using your service.  

Hãy luôn ghi nhớ trong mọi trường hợp: "Lời chào cao hơn mâm cỗ".
Always remember in all cases: "Greetings are higher than the table".

Sample old customer service scenario for each separate team 

Example of scenario sample taking care of old customers with promotions. This way to help attract customers to return is chosen by many units. With this method, depending on the value of the item, there will be different promotions. 
Scenario for closing sale – Limiting loss of orders. This is a way to increase order value and convince customers to buy. By ordering now to receive these offers. Or order within a certain time to receive, limited quantity,…
Example of old customer care scenario sample: Maintain good interaction with customers. Whether they buy products or services or not, they will always appreciate your side. And when they are satisfied, one day they will definitely come back to buy again. Or when someone asks about similar products or services, they will suggest your company. And suggestions with the best reviews. 

Không chỉ khách hàng cũ, hãy chú ý tới cả những "khách hàng" không mua sản phẩm - dịch vụ của bạn.
Not only old customers, pay attention to "customers" who do not buy your products and services.

Sample script to take care of old customers via text message 

Sample script to take care of old customers via text message is used very effectively by many businesses. However, this should follow the correct procedure:
B1: Make a list of target customers before starting work. Or email data files to customers who have purchased and used the service. 
B2: Analyze and divide specific customer groups by characteristics. Then arrange the list order according to each specific group to proceed with sending emails.
B3: Send emails with useful content so that recipients feel your friendliness. 
B4: Interact with customers. When you notice signs of their interest in your item, engage immediately. “Contact us immediately to share and answer specific questions”. “Or leave your contact information and we will proactively answer your questions as soon as possible.”
B5: Pay attention by continuing to connect and share the best. Send these to your target customers. To send email weekly for customers with interesting and necessary content. Don't let the conversation stop at sales emails. Customers who feel comfortable talking to you are much more likely to make a purchase. 
B6: Serving and helping customers enthusiastically, dealing with customers' problems professionally.

Nhớ rằng bạn đang "chăm sóc khách hàng" chứ không chỉ là tư vấn bán hàng.
Remember that you are "taking care of the customer" and not just a sales consultant.

Epilogue

Above is information on ways to take care of old customers based on samples via phone or email messages. Hope this article helps you get a brief overview of the process of taking care of old customers properly. If you have a need to learn about where to provide professional sales consulting courses - customer care. Or have questions about topics related to sales consulting, customer care, etc.
Then you should visit now Becare's website to learn more about these topics! Thank you for your interest in sales information Becare provided! Hopefully in the future we can bring readers more useful information. Wishing you soon success on your way to becoming the best salesman – consultant or manager!