A friendly follow-up gives you the opportunity to go above and beyond for your customers. In this video, learn how to brainstorm several ways you can check in with customers after the call to make sure the situation has been handled.
- One of my favorite problem solving techniques … is called the friendly follow-up. … It's a way of preserving the relationship with a customer … after helping them solve a problem. … You can use this when a customer was still angry … at the end of a 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 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 expressed 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, there was a problem with their order … and customers really appreciated me being available … to help solve it. …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers