After-sales customer service rules

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Establishing communication with the consumer is relevant for any goods and services; it is always important to inquire about the degree of customer satisfaction with the purchases they make.

High-quality after-sales service allows you to respond to customer complaints in a timely manner, resolve conflict situations and make additional sales at the right time. However, here you need to feel the fine line, having crossed which the seller becomes intrusive, and his actions cause persistent disgust in customers.

Rules for successful interaction between armenia mobile phone numbers database seller and consumer:

It is necessary to regulate the number of days from the moment of purchase until repeated contact with the buyer, during which you should not interact with him. Give the client a chance to rest from the abundance of advertising messages and the endless flow of offers from various sources. Let him form his own opinion about the purchased product or service.

Communication with the buyer should not be formal and feigned. In order to have an idea of ​​their actions in a given situation, the company's personnel must be guided by clear instructions.

For example, if a complaint is recorded during a telephone conversation with a client, the quality department employee must have all the necessary tools to promptly resolve the problem and be able to compensate the buyer for the inconvenience with an additional bonus.

However, in practice, due to the mutual mistrust that has developed in society, we often have to deal with bureaucratic red tape and unwillingness to meet the client halfway. In most cases, sellers do not attach much importance to calculating the customer value (LTV), that is, the total volume of their purchases during the year or the entire period of interaction with the company. Knowing this indicator allows you to minimize losses due to poor customer service.

It is advisable to time repeat contacts with existing clients to coincide with important dates or events within the organization itself. The more precise and personalized the interaction, the higher the level of customer loyalty. As an example, we can refer to the experience of a well-known federal FMCG company, which rewarded its customers with children with tickets to a water park or a circus, and art lovers with tickets to the theater.


Case: VT-metall
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