PsychTools for Building Loyal Clients
One person is often the face of your company—the customer service professional who answers that phone. An EDS executive recently told me of needing hearing aids, and being directed by the audiologist toward a particular brand. He commented that they must have the best product to earn her endorsement. No, the audiologist said, “There is a company making a better product, but I’ve had so many clients complain about their customer service, I’ll never recommend them again. Ouch.
How many of your customers encourage their friends and family to call your competition? Usually poor customer service is a people or policy problem. But there are solid psychological tools your customer service professionals can use to build loyal clients, even if they’re dissatisfied with policy. Building strong people, creates customer loyalty.
- Find the real objection hidden in your customer’s words.
- Prevent personnel burn-out with simple adjustments to your head, hands, and heart.
- Bond with and “know” your customer after just five minutes (even learn to speak like the opposite sex).
- Practical Psychology for turning difficult people into Balcony Clients.
- Learn Megan’s creative problem solving tips perfected through seven years of private practice.
- Strengthen your entire customer service team with Mental Gymnastics.