Building and maintaining customer relations can at times feel tiring and even harsh, but the rewards can be big. A personal contact, whether built over weeks, months or years, leads to positive word-of-mouth, increased sales, additional connections (references), job security and satisfaction. www.tentaclecloud.com/signup.php

1. 25 Simple Tips to Maintain
Good Customer
Relationships

2. Introduction
• Building strong relationships in every aspect of life is an
important factor to success.
• Building and maintaining customer relations can at times feel tiring
and even harsh, but the rewards can be big.
• A personal contact, whether built over weeks, months or years, leads
to positive word-of-mouth, improved sales, additional connections
(references), job security and satisfaction.

3. Tips to Build Customer Relations
 Personalization
 Smile While Talking
 Give Proper Training
 Listen to the Client
 Calmly Handle Angry Client
 Pay Attention
 Understand the Problem
 Be Apologetic
 Build Good Relations with
Customers
 Be Adaptable, Flexible &
Versatile
 Have a Tone of Urgency
 Don’t Rush to Conclusions
 Show Your Interest
 Know Your Product Properly
 Be Respectful
 Set Positive Tone for the Call
 Stay Focused
 Don’t Speak on Irrelevant
Topic

4.  Don’t Make Assumptions
 Behave Properly on Call
 Don’t Take Things Personally
 Reduce the On-Hold Time
 Make 2-Way Communication
 Use Feedbacks Properly
 Fulfill Customer Needs
Tips to Build Customer Relations

5. 1. Personalization
• Address your customer by the name.
• When you address a customer by their name, it makes them feel like a
person and instantly warms them up to you.
• The name should be sufficient to give you with whatsoever information
you require.
2. Smile While Talking
• Smile while talking to your customers.
• Because when you smile, your customers can sense it in your voice.
• Your voice sounds cheerful and you come across as someone who is
pleased to help the customers.
• Even if your customer is calling you up with an infuriated voice, a smile
can calm them down.

6. 3. Give Proper Training
• Call center agents are trained for a lot of things.
• They are trained to manage customers and the systems at their disposal
such as the call center management software.
• Another thing they are also trained for being capable to understand the
customer’s view.
• Empathy is one skill that you need to hone.
• When your customers call you up to tell you about their troubles, the last
thing they want is a hint of pity in your voice.
• They would rather you understood their position and worked accordingly.

7. 4. Listen to the Client
• When your customers call you, they are bound to come with a list of
things they think they prioritize.
• This is when your listening abilities come in use.
• You need to listen and recognize your customers’ priorities and share
them too.
• You need to understand what the customer is trying to say and
work with them, not over them.
• That always makes the customer feel significant.

8. 5. Calmly Handle Angry Client
• Mostly when customers call up customer support, they are in deep mess
and need your help.
• They are likely to be frantic, if not furious and frustrated.
• In that case, you need to let your customer rant and ramble on
for as long as they want.
• Until your customers are able to truly get it out, they wouldn’t be ready to
accept anything you have to offer.
• Once you think that your customer is done, you can carry on to the
solutions.
• A good listener is always valued.

9. 6. Pay Attention
• When your customer stops speaking, repeat what you heard –
without being unnecessary.
• You wouldn’t be repeating the whole time since that would be wasting
valuable time.
• Instead, you just give the notion that you were really listening and that
you are alert and want to be sure.
7. Understand the Problem
• Your customer’s problem is your problem.
• Do not treat your customers as different beings.
• Empathy and compassion are the keys to good customer service.
• Accept your customer’s problem as your own and approach it the way you
would if you were in their place.

10. 8. Be Apologetic
• Apologize for any failings.
• It doesn’t matter how furious your customer is; a plain “sorry” could
melt their hearts and make them more receptive to what you have to say.
• Don’t try to defend your company or prove yourself right –
that may annoy them further.
9. Build Good Relations with Customers
• When it comes to building a close bond with your customers, you really
do not need to have anything in common with your customers.
• You are the customer service agent – how the dialogue turns out is in
your hands.
• If you have the best skills as far as communication is concerned, you
wouldn’t have to fret about having things in common with your customer.

11. 10. Be Adaptable, Flexible & Versatile
• A good customer care agents is adaptable, flexible and versatile.
• As a skilled customer care agent, you should be able to adapt to the
circumstances.
• Complex situations may occur at any moment – however, it is your duty to
approach the problem as it comes, adapt to it and come up with meaningful
solutions.
• This is a skill that you develop over time.
11. Have a Tone of Urgency
• While speaking to your customers, ensure you have a tone of urgency in your
voice. Show your excitement and eagerness.
• That matches their mood and also reassures them that you’ve paid due
attention.
• While you move to the solution part of it, calm down and start speaking in a
calmer manner.
• That has a reassuring effect on the customer as well.

12. 12. Don’t Rush to Conclusions
• It is observed in Customer care agents, once they listen to the problem of
the customer; they rush to give answers from the available options.
• No matter what your customer tells you, build a good rapport first.
• The call center software solutions that you install must have
features such as Notes, Remarks, Call Recording, and tracking of historical
interactions.
• This helps the agent to reel in your customer and create a solid base for a
relationship.
• Only after having done that, should you move on to the solutions.

13. 13. Show Your Interest
• Do not generalize your customers or treat them only in a professional way.
• Show that you are personally interested in them.
• Customers have been vocal about how they feel like one of the many faces in
a crowd – having no value or importance whatsoever.
• Show that you are truly interested in your clients and make them feel
wanted and special.
14. Know Your Product Properly
• Before dealing with customers, you are required to be familiar with your
product.
• Stepping into the field unprepared is not advised when you are in the
customer care industry.
• Know your product and the services you offer thoroughly.
• That way, when your customers call you up about a particular problem, you
know what they’re talking about.

14. 15. Be Respectful
• Be respectful towards your customers; treat them with respect not just
because they are your customers and you are expected to serve them but
as a fellow human being.
• They are calling you up with their problems because they trust you to
help them.
• Treat them with the respect they deserve.
16. Set Positive Tone for the Call
• Start the call with something positive and optimistic.
• That sets the tone for the rest of call.
• Start the call with a cheerful manner – that would brighten up the mood
of your customer too.
• Haven’t you heard the saying that positivity is projected?

15. 17. Stay Focused
• Stay focused throughout the call.
• It is quite easy to zone out or get distracted while speaking to your
customers; this is more so in the case of long phone calls of after a hard
day’s work.
• No matter how hard it is, you need to stay focused and actually
listen to what the customer has to say.
• Otherwise, you might miss out on something important and that could
further infuriate the customer.
• Paying close attention would help you in coming up with solutions.

16. 18. Don’t Speak on Irrelevant Topic
• Don’t get chatty with all customers.
• Customers who are already furious do not want to get into a friendly
conversation.
• They want you to know they are displeased and expect you to fix it as
soon as possible.
• Chatting them up might worsen the situation.
• As a customer care rep, you are expected to understand intonation and
sense the tone of the customer who calls you up.

17. 19. Don’t Make Assumptions
• Do not make assumptions.
• Customers haven’t called you up and waited so long to hear something
like, “I guess...”
• If you want to prevent your customers from hanging up, be
sure and confident of what you say.
• Don’t give off the impression that you do not know the answer and that
you are merely groping about in the dark.

18. 20. Behave Properly on Call
• While it is perfectly all right to be jovial and cheery throughout the call,
inappropriate humor is uncalled for.
• No one likes sarcasm, especially if they are in trouble.
• Similarly, an inappropriate joke may result in a complaint and a black mark
to your name.
• Behave professionally with the customers on call.
21. Don’t Take Things Personally
• If you are working as a customer care agent, you are going to have at least
one tough call a day and challenging customers galore.
• Do not linger on the bad calls and let it ruin the rest of the calls for
you.

19. 22. Reduce the On-Hold Time
• Don’t keep your customers waiting.
• If your call volumes have increased and you are unable to handle a
particular customer, use cloud call center software solutions that
are suited to handle such peaks and have features like giving customers
the option to wait or expect a call back.
23. Make 2-Way Communication
• Maintain open lines of communication with your customers.
• Your customer relationship should be a two way street.
• Both the customer care agent and the customer should be able to express
their points of view clearly.
• No one party should try to override the other.

20. 24. Use Feedbacks Properly
• Take the opinions of your customers into account.
• Customers want their feedback to be validated.
• If they have some complaints, look into it.
• Empty promises of you fixing it will not suffice.
• Since you are taking feedback, make sure you do something about it.
25. Fulfill Customer Needs
• Let us take a look at the various stages in customer loyalty.
• Suspect Prospect First time customer Repeat customer
Client advocate.
• Once you have a clear idea of each stage, you should be able to satisfy
your customers better and retain them as well.

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