Lesson 1.9
Follow-Up & Closing the Loop
Estimated time: 4 minutes
Customer service does not always end when the customer leaves or pays.
Sometimes a simple follow-up builds confidence.
For example:
“Good afternoon. We’re checking that your order arrived successfully. Please let us know if there is any problem.”
Or:
“Thank you for visiting us today. We appreciate your business.”
Follow-up becomes especially important after a problem.
Keep Update Promises
Suppose you say:
“I’ll call you before 4 PM.”
At 4 PM you still do not have the final answer.
Do not disappear.
Call anyway.
You can say:
“I haven’t received the final update yet, but I promised to contact you before 4 PM. I’m still following up and will update you again by 6 PM.”
That tells the customer:
I remember.
I am still working on it.
You have not been forgotten.
Close the Loop
When the matter is resolved:
- tell the customer what was done
- confirm whether anything else is required
- record the resolution where appropriate
- do not assume silence means satisfaction
A simple question can help:
“Has this resolved the issue for you?”
Remember
An unresolved complaint should not simply disappear because the customer stopped calling.