Communication
Professional SMS Messages:
- Use customer's first name
- Keep tone friendly and professional
- Include essential information only
- Proofread before sending
- Respond promptly to inquiries
Managing Expectations:
- Provide accurate completion timeframes
- Update customers if delays occur
- Explain any issues honestly
- Offer solutions proactively
Handling Complaints:
- Respond quickly (same day preferred)
- Listen to customer concern
- Apologize sincerely if error occurred
- Offer resolution (refund, redo service, discount)
- Follow up to ensure satisfaction
Building Loyalty:
- Provide excellent service consistently
- Remember regular customers
- Personalize interactions
- Thank customers for business
- Offer loyalty rewards if applicable
Review & Feedback Management
When You Receive Positive Review:
1. Thank customer for feedback
2. Share internally with team
3. Document positive interactions
4. Use for marketing/testimonials
5. Celebrate team accomplishments
When You Receive Negative Review:
1. Don't take personally
2. Read carefully to understand issue
3. Contact customer if needed to clarify
4. Offer resolution (refund, service redo)
5. Document what went wrong
6. Implement process improvement
7. Prevent similar issues
Using Feedback for Improvement:
- Analyze recurring complaints
- Identify training opportunities
- Adjust processes if needed
- Communicate changes to team
- Track improvements over time