Improve Customer Service With A Simple Process

If you are not already making weekly customer service calls, start doing it. I know you are already talking to your clients throughout the week but you still should connect around the same time every week to be sure everyone is on the same page. Two things will happen if you do this. First, you'll actually call every customer, every week and second, those little customer questions that come in at the "best times" will start to fade away.

Great, you're now making customer service calls. Now, be sure you are using the five-step calling process. What is the five-step calling process? Glad you asked.

  1. Greet and confirm it's an okay time to chat
  2. Ask a F.O.R.D. question
  3. Reason for your call
  4. Ask a F.O.R.D. question
  5. Conclude the call in 2 to 3 minutes; 5 minutes max

What's a F.O.R.D. question? It's a question pertaining to one of the following categories.

  1. Family
  2. Occupation
  3. Recreation
  4. Dreams

Easy, right?

Steps 1, 3 and 5 of the five-step process will provide great customer service but steps 2 and 4 punch it up to the next level and increase the strength of the relationship. What do you get with stronger relationships? Smoother transactions and more referrals. Woohoo!

So, simply put, do all of that.