When customers feel positively about an interaction with a representative of a company, they are more likely to become a repeat customer or recommend your organization to friends and family. Whether you are a dispatcher, operator or owner, your interactions with customers can majorly influence their future decisions to use your services again.
Here are some tips to improve customer retention and increase your client’s overall experience:
Make a good first impression
As the saying goes, “you only have one chance at a first impression.”
Customer experience and retention starts with the first contact a customer has with a company – whether it is with an administrator or an operator.
Customers who call for a recovery are usually in some sort of distress. It is important to take this into consideration when engaging with them, as they may be more irritable than usual. Being polite, helpful and answer all their questions will go a long way in ensuring their experience with company is viewed positively.
“Vehicle issues create a lot of stress for customers,” says Kurt Wilson, Lead Instructor for WreckMaster. “Be sure to introduce yourself to any customers and officials at a scene and be polite.”
Use positive language and answer questions
Customers want to know what’s going on – it is there vehicle that is being handled, after all. They may have questions about the techniques an operator will use, how it will affect the vehicle and where the vehicle may be going. It is important to respond politely and make sure customer feels like they know what’s going on.
“Too many times people who have been in their job for any length of time forget what it is like for someone to experience an accident or need a recovery for the first time,” say Wilson. “Explaining the procedure to them is actually more important than the act itself.”
Try and use simplified language that a non-tower would understand and refrain from using slang terms for equipment and operations.
Respect makes us stronger
Let’s be honest - you’re not going to like everyone you encounter while working. Whether it’s a difficult customer or a disrespectful coworker, problems do arise. It is important to remember that you DO NOT need to like everyone, but you MUST respect them.
When towing operators treat their customers and each other with respect, it makes them stronger. How does it make them stronger? It can provide them with a sense of understanding of what the other is going through and allow them to empathize with the person they are struggling with. It also creates a more professional atmosphere, which makes work-life more enjoyable and leaves a better impact on customers.
While becoming annoyed or angry during your work day is almost completely unavoidable, you must keep a level of respect for everyone you deal with.
Keep a truck and clean uniform
Typically, during a recovery, you will be taking the customers vehicle away from them for a short period of time. They will want to know that their vehicle is in the best hands possible. Regardless of an operator’s skills and experience, a uniform that is in disarray or a unkempt truck can cause uncertainty in the eyes of the customer.
Create customer service guidelines
Every company – especially those offering technical services – should have some sort of organizational handbook. These books generally have information about day-to-day operations, benefits, contact information and employee conduct standards. Adding a detailed set of customer service guidelines can help ensure that all operators and administrative staff are uniform in their approach to dealing with customers. The guidelines do not have to be overly complicated, and there are a number of online resources that can help you write your own for your company.