Do you know what is the most professional customer care process today? Whether it's a bank's customer care process or a service industry customer care process; all need a step-by-step customer care process. So what is the specific answer? Let's find out together now!
The most professional customer care process
Step 1: Manage all customer information
First, the staff who are supporting customers must take the customer's goal as the focus. After receiving the amount of data from the marketing department; you have to try to convert that list of potentially real data into numbers; In other words, into sales.
And to manage customer information well; Businesses need to know the following:
- Where do customers come from?
- What is their personal information?
- Customer demand for the product
- Specific contact information for customers
- Purchase history with customers and consultations
- Order specific information.
For these extremely important information elements, the staff in charge of customer care and support needs to ask other departments to provide them fully. After removing duplicate customer information; We will move on to step 2.
Step 2: Categorize the list of specific customers
This is an extremely important step in the customer care and support process. Make a specific and clear classification plan for the list of customers; then start contacting, including items
- Loyal customer
- Customers have high demand
- The customer has used the product but for some reason does not use it
- Customers are confused to choose
- Negative customers
etc…
Based on the company's business strategies; we will be flexible to arrange and give time; along with that is a reasonable schedule to take care of each of the above customer groups accordingly.
Step 3: Regular customer consultation and support
This is the care step that you need to pay special attention to. The reason is because they have a lot of influence on your closing process. You need really complete and detailed advice about the information of the products or services that you provide; can be via email, workshop, or face-to-face conversation by phone, .. Try to be helpful to customers; Besides, it is to create a close relationship to increase the possibility of closing an order.
Besides, you need to create for your customers the familiarity when it comes to the brand. This will help the client feel cared for and cared for.
However, you also need to pay attention to a few details below. Customer care and support staff need to be really skillful. The goal is for the customer not to feel annoyed by being bothered. You should make a list of specific notes about the time of care.
Step 4: Professional sales consultant
In the professional customer care process diagram; This step is considered a very important step. You need to address the needs; especially the end problems the customer is having. The goal is to be able to quickly close the order.
At this point, caregivers need to be skilled; Must have a good understanding of the product.
Step 5: Build a lasting relationship with customers
This is the final step in the customer care process. If you do well; Customers will be able to come back and buy your product. Besides recommending your product to many others. This is called word of mouth marketing – Every business wants to be.
In addition, after we have gone through a successful closing process; Sales staff members will continue to take care of these customers.
Conclusion about customer care process
Hopefully this information will help you get the most specific information about the professional care process. And if your business needs a professional outsourced customer service system; Contact Becare today for the earliest advice!