Customer Exit – Customer Service for the “Goodbye”

WRITTEN April 27, 2017 Author: Rich Atkins

We have talked about the importance of the first impression for a customer that walks into your business.

 

We create a POSITIVE service image by being friendly and interacting appropriately. GREETING people. Making eye contact. Always maintaining a positive, courteous, helpful tone. Being honest. Caring. Listening. Responding effectively. Resolving complaints.

And finally, NEVER blaming or giving information that could damage the office reputation.

What we have not hit upon is that their FINAL impression of you and your business can sometimes be overlooked. Just like we talked about in our blog about closing your presentations, there is always room to polish the skills used when it is time for the customer exit.  Sending away a happy customer, with a pleasant “goodbye” and a promise of future business, needs to be a priority.

 

When it is time for the Customer Exit:

  • State something pleasant that reinforces the value that your client got (like, Well it seems like you’re all set,” or “Did everything work out well?”). This is your opportunity to check for customer satisfaction, just like Ed Koch’s famous line, “How am I doing?”.
  • Review next steps (like discussing the actions that the customer or the provider will take following this appointment).
  • Ask if they have any questions.
  • Ask about any other difficulties that can be resolved (show compassion and use this time for possible cross-selling or referrals in your network).
  • Make the next/follow-up appointment, if required.
  • Ask if the customer can refer your business to others (“Would your friends/relatives benefit from using our service?”)

Your customer should leave your business, confident in the idea that if they need your services again, you will be the company that they call. And you need to ask yourself, if you have done everything to make that happen.

 


This information is from the Improving Customer Service class. If you’re looking for ways to improve your communication skills, register for one of our public classes.

 

Photo courtesy of Sharon Sinclair


 

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