Your quest for loyal customers can center on a three part plan to get customers to consider themselves part of your club. The plan commences when you introduce a highly effective C.E.P.

Customer Education Program

Your first tool in the plan is developing a C.E. P. which is a Customer Education Plan. Great features include colorful posters throughout the store extolling the benefits of a low interest store charge card or , perhaps letting customers know what a friendly team - totally committed to providing the best possible level of customer service. Be sure to include your web site in developing your C.E.P.

Complaints to Work for You

Loyal customers are those who know when they have a dispute with your store, the customer service policy is so flexible they can have complete assurance about you doing whatever is necessary to keep them happy.

Staff need to be as open and friendly at all times to make the complaint process generate client compliments.

Customers Keen to Give You Feedback

You need to work hard on maintaining a high level of feedback. Good customer service these days must go well beyond presenting a counter top forms inviting customers to "Have Your Say".

A friendly open team is the best way to encourage quality feedback and you should keep a log book to record compliments or complaints. Be sure also to encourage custom

ers to write out and send in their good customer service testimonials. These are powerful marketing tools.

You will constantly collect loyal customers when you get a Customer Education Program, get Complaints to Work for You, and have Customers Keen to Give You Feedback.

They are your greatest asset when it comes to promoting your customer service policy to family and loved ones. They are your Viral Marketers.

Copyright 2005 Kenneth Little

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