After analyzing the customer return visit of many enterprises, we come to the conclusion that customer return visit will not only generate costs, but also make full use of customer return visit skills, especially CRM to strengthen customer return visit, which will get unexpected results.
First, it varies from person to person and suits the right medicine.
1. Don't be impulsive to impulsive customers.
In the process of return visit, we often meet this kind of impatient and irritable customer. When we say angry words, we just ignore them and talk to him with a gentle and friendly attitude. As long as he can calm down, such customers are often decisive and decide their own needs. As a return visitor, you should talk to such customers in a gentle tone.
2. Make a "decisive" underground determination to oligopoly customers.
Such customers are indecisive, half-hearted, and often influenced by others, making up their minds. Especially this kind of customers often appear in the return visit of new orders. The customer repented after buying insurance, fearing being cheated by the salesman. What should I do if I am afraid of buying an insurance company and going bankrupt? What should I do if I buy insurance and I'm afraid I won't get a claim? It takes a lot of time to deal with such customers. The agent must use a firm and confident tone to eliminate customers' concerns and patiently guide customers to buy this insurance.
3. Give a clever step to satisfy the "desire" of customers.
Praise language should be used to satisfy their self-esteem psychology. Customer complaints are actually not a big problem. It's just that he's not satisfied, he's just making a fuss or making a mountain out of a molehill. The main purpose of his venting is to find opportunities to talk. Don't be rude to such customers. Ask him to finish, and at the same time ask his advice on how to solve the problem, which not only satisfies his desire to speak, but also protects his self-esteem so that the problem can be solved without taking more measures.
Second, seize the opportunity of customer return visit.
In the process of customer return visit, it is necessary to understand the customer's dissatisfaction with using this product and find out the problem; Understand a series of suggestions from customers to the company; Effectively handle return visit data and improve work, products and services; Prepare to pay a second visit to the customers who have already paid a return visit. Visiting customers not only solved the problem, but also improved the company's image and deepened the customer relationship.
In the case of high degree of product homogeneity, after customers buy back products, their worries about quality and price before buying turn to services in use. Therefore, it is very important to pay a regular return visit after the products are sold.
Third, repeat or cross-sell
The best customer return visit is to improve customers' reputation and loyalty to enterprises or products by providing services that exceed customers' expectations, thus creating new sales possibilities.
Customer care is lasting, and so is sales. It is one of the most effective ways to enhance product value and corporate behavior to promote new sales growth through customer return visits and other after-sales care, with the help of the reputation of old customers. The cost of developing a new customer is about 6 times that of maintaining an old customer, which shows how important it is to maintain an old customer.
An important way for an enterprise to establish a customer return visit system is to establish and use a database system, such as using the customer service system in customer relationship management (CRM) to complete the return visit management. Enter all customer data into the database, and if possible, try to classify the unfinished customer data collection.
Whether it is a successful customer or not, it is necessary to pay a return visit, which is a shortcut to improve performance. Making a return visit plan, when to pay a return visit to what kind of customers, and the number of return visits, the core is "what to do". Constantly update the database and record the details of the return visit, so that the cycle will institutionalize the customer return visit. Cumulative customer return visits will improve the sales performance of the unit.
It is normal to treat customer complaints correctly. To treat customer complaints correctly, we should not only calm down customer complaints, but also understand the reasons for complaints and turn passivity into initiative.
It is suggested that the company set up an opinion collection center in the service department to collect more customer complaints and classify them, such as dissatisfaction with product quality (due to lack of functions, complicated functions, unsightly packaging, inconvenient use, etc.). ) and dissatisfaction from service personnel (unpunctuality, poor service attitude, insufficient service ability, etc. ).
By solving customer complaints, we can not only summarize the service process and improve the service ability, but also understand and solve product-related problems, improve product quality, expand the scope of product use and better meet customer needs.
Customer return visit is an important part of customer service. Pay attention to customer return visit, make full use of various return visit skills, and create value while satisfying customers.
Fourth, determine the appropriate customer return visit.
Customer return visits include telephone return visits, email return visits and face-to-face return visits. Judging from the actual operation effect, telephone return visit combined with face-to-face return visit is the most effective way. According to the sales cycle, the ways of return visit mainly include:
Pay regular visits.
This can make customers feel the integrity and responsibility of your company. The time for regular return visits should be reasonable. For example, call back regularly within one week, one month, three months and half a year after the product is sold.
Provide a return visit after the after-sales service.
This will make customers feel the professionalism of your company. Especially when problems are found in the return visit, we must give solutions in time. It is best to go to the scene to deal with the problem on the same day or the next day, and eliminate the complaints from users to a minimum.
Pay a return visit during the holiday.
In other words, we will pay a return visit to our customers in some festivals and send some words of blessing to deepen our contact with our customers. This can not only play an affinity role, but also give customers some sense of superiority.