Unit 30, Conduct 25, Customer Service and Aftercare

Strive to provide excellent customer service and aftercare to guests, listeners, and stakeholders of your show. This practice and behaviour are integral parts of customer service. COMETSA Radio Worldwide (CRW) held this conversation during the weekly Tuesday evening show, Digital Online Streaming Mastery—Train The Trainer Version, on September 17th, 2024, from 19h00 to 20h30 (SAST), live over the Podbean Business Platform. The co-hosts and anchors explored the following themes: Who We Are and What We Do, Establishing Your Attitude, Identifying and Addressing Customer Needs, Generating Return Business, In-Person Customer Service, and Ten Things You Can Do to Wow Customers

1. Greet customers with a smile, either in person or on the phone. It may sound corny, but customers can indeed hear the smile in your voice when you talk on the phone.

2. Be helpful, even if there’s no profit in it. Make customers feel your primary concern is being helpful, whether or not you sell them something.

3. Know your Product or Service. If customers feel that you don’t have the knowledge they need, they will look for someone else who does. Your expertise is part of the value you bring to customer interactions.

4. Don’t make customers feel like dummies. Of course, you know more than your customers do about your product or service but don’t make them feel inadequate because they don’t share your expertise.

5. Listen to customers. When dealing with customers, listen more than you talk.

6. Remember that employees will treat customers how management treats them. If treated with consideration and respect, employees will be more likely to treat customers similarly.

7. Make customers feel important and appreciated. When a customer needs help, put aside your work and focus on the customer.

8. Make things easy for customers. Consider making every transaction as fast and effortless as possible.

9. Throw in something extra. Giving customers more than they’ve paid or expected can make them feel you care about their business.

10. Say Thank You. This might seem obvious, but it’s easy sometimes to forget to thank customers for their business. A genuine “thank you” can go a long way toward creating good feelings in customers.