Customer care is considered as one of the extremely important activities that any business needs to perform in order to increase the relationship with the organization's customers. Businesses that implement a successful customer care strategy will help their brand survive and have a better foothold compared to competitors in the market.

Why do businesses need customer care? 

Currently, on the market, there are many similar products in terms of design and product quality. Therefore, caring and advising customers attentively and enthusiastically is a great advantage that gives you many sales opportunities.

• More loyal and returning customers.
• Is a free marketing channel that helps you advertise and spread your brand to everyone through loyal customers.
• Minimize negative complaints from customers.
• Create a competitive advantage over competitors.

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STEPS TO BUILD CUSTOMER CARE PROCESS MAP

The first step is to have a clear plan of the standard process in customer care before you make the sale. This builds credibility and plays a role in improving customer retention more often. Customers will then trust the business and become loyal customers.

Step 1: Plan your care strategy
This is the first and most important step in the customer care process. Accordingly, you must determine what is the goal and how to communicate with your business's customers? This will closely determine the benefits and long-term growth potential of your company.

Next, the business needs to understand the resources of the number of employees, the communication ability of the staff, etc., thereby offering the corresponding care strategy.

In particular, do not forget to anticipate possible situations and be ready to deal with them. In fact, a customer care strategy is only considered successful when it not only brings optimal efficiency to the business, but also provides a superior experience for customers, turning them into a "salesman". ” of your company.

Step 2: Categorize customers and choose the corresponding care method
There are many customers interested in your product/service. However, the level of interest as well as financial resources and usage needs of each person is different. You cannot apply a common customer care process for all if you want to optimize sales results.

Categorize customers to have the right care plan

Categorize customers to have a suitable customer care plan

Instead, categorize your customers into small groups and come up with the most appropriate approach accordingly. You can categorize customers into the following groups:

Loyal customer group, buy many times
Potential customer group
New customer group, little interest
The group of customers who have no need for the product…
From there, based on available resources and specific care strategies, businesses can adjust different care processes for each specific customer group so that they are most effective and appropriate.

Step 3: Deep consultation and care, establish a long-term relationship
This is considered the most important step in the customer care process. Specifically, before in-depth consultation with customers, you need to know what problems they are interested in and solve their problems. For example, for a group of customers who are interested in prices, information about preferential policies, product durability, free maintenance and repair services will attract them most.

In addition, keeping a sincere attitude, showing respect and empathy to customers is also the secret to helping you build long-term relationships with consumers. In any communication with customers whether directly or indirectly, regularly use positive words that mean “I understand how you feel”, “I am sorry”, “I understand”. , “I sympathize with your feelings…

This will make customers feel that they are respected, trusted and remember you in the next purchase. However, it is also necessary to be clever so as not to make customers feel uncomfortable with your "excessive" attention.

Step 4: Clarify customer needs
The next step in the customer service process after expressing appreciation when a customer reports an unsatisfactory situation is to clarify the topic. So what is the customer complaint here? Errors arise in the process of providing products and services. With a comfortable mentality, put yourself in the customer's situation.

Clarify customer needs

Clarifying customer needs is an important step in the customer care process

Sometimes we will make mistakes in solving, but we have to put our thoughts and evaluations on the customer, to bring objectivity.

Step 5: Consult and close the goods
The ultimate goal of every customer care process is to sell products. In this step, your task is to advise, solve all customer concerns and motivate them to make a purchase decision. To do this requires employees not only knowledgeable about the product but also understand the psychology and needs of customers to give suggestions to help them make the most informed choice.

Note, as a consultant, you should show customers clearly the advantages and disadvantages of each product and let customers be "free" with their choices. Any suggestion that is forced or uncomfortable can cause customers to "skip" your product.

Step 6: Long-term care after sales
Many businesses consider the sale to customers to be done, without any further advice or care. This inadvertently causes you to lose your valuable loyal customers. Accordingly, accompanying customers after the sale is an important step in the care process. If you do this step well, the possibility of customers coming back to buy your products or recommend your services to others is very high.

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