From the course: Phone-Based Customer Service
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Friendly follow-up
- One of my favorite problem solving techniques is called the friendly follow-up. It's a way of preserving the relationship with a customer after helping them solve a problem. You can use this when a customer was still angry at the end of a call and they needed a little time to cool down. In other cases, you just want to do something a little extra to let your customer know you're thinking of them. Either way, the friendly follow-up is a great technique to use. Here are few ways you can do this. One option is to call, just to make sure everything turned out okay. I used to use this technique when I worked for a retail catalog company. Anytime a customer placed an order with expressed shipping, I made a note to call them the day the item was supposed to be delivered. Most of the time, customers appreciated me checking in on them. Occasionally, there was a problem with their order and customers really appreciated me being…
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