A friendly follow up gives you the opportunity to go above and beyond for your customers. Learn how a follow up phone call, email, or regular mail gives you a way to check in with your customer after the call to make sure the situation has been handled. This works especially well after dealing with an angry or upset customer.
- One of my favorite problem-solving techniques is called "the friendly follow-up." It's a way of preserving the relationship with the customer after helping them solve a problem. You can use this when a customer was still angry at the end of the call, and they needed a little time to cool down. In other cases, you just want to do something a little extra to let your customer know you're thinking of them. Either way, the friendly follow-up is a great technique to use. Here are a few ways you can do this. One option is to call, just to make sure everything turned out okay.
I used to use this technique when I worked for a retail catalog company. Anytime a customer placed an order with express shipping, I made a note to call them the day the item was supposed to be delivered. Most of the time, customers appreciated me checking in on them. Occasionally, if there was a problem with their order, customers really appreciated me being available to help solve it. Email is another great option. It's a fast and easy way to touch base or send additional information. For example, let's say you helped your customer solve a really difficult problem over the phone.
You can send them a follow-up email with some links to additional information, plus your contact information. This way, they can email you back or call you directly if they have anymore issues. The mail is also a great way to follow up. We don't get a lot of letters or cards in the mail these days, so this can be a really great way to stand out. You can send your customers a handwritten card to follow up. Or, you can even surprise them with a gift card, as an additional way of apologizing for a problem. Now, you probably won't use the friendly follow-up technique with every customer, but it's a great way to preserve the relationship with a customer after there's been a big issue.
Take a moment to brainstorm a few ideas that you'd like to try, and then use some of those ideas at your next opportunity.
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers