guidelines on how to follow-up on customer phone-calls & e-mails
DESCRIPTION
A brief guideline with diagram on how to follow-up on email or phone queries received from clients. This is a decent benchmark for your sales people to work on. Plus it gives them that decipline and not forgeting a happy customer at end of the day!TRANSCRIPT
Guidelines on How to Follow-up on Customer Phone-calls & E-mails.
Emails
1. All email requests from clients must be replied within two hours upon receipt. 2. If you need more time than two hours, then send an email back to the client advising them
of the “exact” timeframe upon when will you confirm back with answers. Ie. This afternoon at 5pm, or Tuesday 10am etc.
3. If you are still unable to reply within this timeframe, then call the customer up and let them know your revised timeframe with a convincible reason for the delay.
Received an email from Customer! Able to reply with answers Unable to reply within 2 hours. Send email. In 2 hours. Satisfied Customer Email Client with an Still unable to reply “exact” timeframe within timeframe. with answers.
Call client and advice Satisfied Customer NEW timeframe with
convincible reason. Satisfied Customer STEP 1 STEP 2 STEP 3
(NB: Your reasons for delay in replying must not sound like a ”repeated excuse”, it must appear realistic and convincing!)
Phone Calls.
1. If a client calls with a request on any subject matter, then it must be replied to them on the spot.
2. But if you need time to dig out some information then let the customer know a timeframe when you will either call or email back with a firm answer. (NB: if the matter is urgent, always return their call, otherwise email the reply. Let the customer tell you how he/she wants it)
3. If you are unable to reply within the above advised timeframe then call them right away and let them know your revised timeframe with a convincible reason for the delay.
Received a Phonecall from the Customer! Able to reply with answers Unable to reply, on the spot over the phone. need more research Satisfied Customer Let client know the Still unable to reply timeframe, either within timeframe. email or return call.
Call client and advice Satisfied Customer NEW timeframe with
convincible reason. Satisfied Customer STEP 1 STEP 2 STEP 3
(NB: Your reasons for delay in replying must not sound like a ”repeated excuse”, it must appear realistic and convincing!)