A closing spiel for customer service is how you end an interaction with your customer. Sadly this is where some companies go wrong with their customers and they end up paying for it. If this has happened to you, read on.
This blog will show you how to develop the perfect closing spiel for customer service that makes your customers feel appreciated and coming back to give you their money. You'll also learn best practices for ending a customer call and give you some examples to personalize for your business.
What Should A Closing Spiel For Customer Service Include?
You just had what was (hopefully) a great call with a customer. So how do you end things so they feel appreciated and valued enough to keep coming back? Here's a few things you should cover:
1. A Strong Understanding of Your Customer's Needs
To do this, go over all the key points that were discussed during the call. You want to let them know that you were an active listener and fully present during the call.
2. Discuss The Solutions to Their Issue
Go over any issues they had and the solutions you offered to them. Make sure they understand their options and are satisfied with what you're offered them.
3. Show Gratitude and Invite them To Give You Feedback
Thank the customer and show appreciation for them reaching out to you. Let them know that they can give you feedback for the service they've received.
4. Close on a Positive Note
End with a positive tone and well wishes. Let them know how much their interaction is appreciated by the company and encourage them to reach out again if they need help.
Why Is A Strong Closing So Important to Customer Satisfaction?
A strong close in customer interactions is important for a number of reasons, all of which add to enhanced customer satisfaction and loyalty:
1. It Leaves A Lasting Impression: The closing part of a customer interaction often leaves a lasting impression. A positive and strong close can leave customers feeling valued and satisfied, improving their overall perception of the service they received. It's the principle of the "peak-end rule," where people largely judge an experience based on how they felt at its peak and at its end, rather than the total sum or average of every moment of the experience.
2. Resolution Confirmation: A strong close ensures that the customer's issue has been fully resolved to their satisfaction. It provides an opportunity to confirm that all customer concerns have been addressed, leaving no room for unresolved issues that might cause dissatisfaction later.
3. Future Engagement: By concluding interactions on a positive note, businesses encourage future engagement. Customers are more likely to return or use additional services/products if they end the current interaction feeling good about the service and the company.
4. Opportunity for Feedback: A strong closing phase often includes a request for feedback, which is crucial for continuous improvement. This not only shows customers that their opinions are valued but also provides invaluable insights into areas of improvement for the business.
5. Building a Strong Relationship: Effective closings strengthen the customer-business relationship. They can make customers feel appreciated and build emotional connections, which are key drivers of loyalty and word-of-mouth referrals.
6. Differentiation: In competitive markets, the quality of customer service can be a significant differentiator. A memorable closing can set a company apart from its competitors, making customers more likely to choose it over others in the future.
7. It Reduces Churn: A strong close that addresses all concerns can reduce the likelihood of churn. Customers who feel their needs have been met and concerns addressed are less likely to move to a competitor.
Types of Closing Spiels
Closing spiels can vary greatly depending on the context in which they're used, such as customer service, sales, presentations, or even casual conversations. Here's some examples across different situations:
1. Customer Service
Thank You Close: "Thank you for calling [Company Name]. We appreciate your business and hope we've resolved your issue. Have a great day!"
Feedback Request: "Your feedback is valuable to us. Please don't hesitate to fill out our survey following this call. Thank you for choosing [Company Name]."
2. Sales
Assumptive Close: "I'll go ahead and prepare the paperwork for your new [Product/Service]. Can I confirm the delivery address is still the same?"
Summary Close: "So, to summarize, with [Product/Service], you're getting [Benefit 1], [Benefit 2], and [Benefit 3]. Let's proceed to the next steps to enhance your experience."
3. Presentations
Call to Action: "Now that we've seen the potential impacts of [Subject], I encourage you to [Action]. Together, we can make a difference."
Quote Close: "In the words of [Famous Person], '[Quote].' Let's keep this thought in mind as we move forward."
4. Emails
Professional Sign-Off: "Thank you for your attention to this matter. I look forward to your response. Best regards, [Your Name]"
Friendly Sign-Off: "Thanks for all your help with this. Catch you later! - [Your Name]"
5. Meetings
Recap and Next Steps: "To recap, we've agreed on [Key Points]. [Person] will follow up with [Action Items]. Let's regroup on [Date] to discuss progress."
Appreciative Close: "Thank you everyone for your contributions today. Your insights are invaluable, and I'm excited to see where our efforts lead us."
6. Retail
Gratitude Close: "Thanks for shopping with us today! We hope you found everything you were looking for. Have a wonderful day!"
Membership Offer: "Before you go, have you considered joining our loyalty program? It offers great benefits and savings on future purchases."
7. Webinars
Resource Offer: "We've covered a lot today. For more information, please check out the resources available on our website. Thanks for joining us!"
Next Webinar Promotion: "Don't forget to register for our next webinar on [Topic]. We look forward to seeing you there!"
Each of these spiels is designed to end the interaction on a positive note, encourage further engagement, or express appreciation, tailored to the context of the interaction.
12 Examples of Closing Spiels For Customer Service
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It can even personalize your messages based on the interaction so far with details like ticket numbers and customer names. Check it out:
1. Empathetic Close for a Complaint Resolution
"Again, I'm truly sorry for any inconvenience this may have caused you. We're on it, and I promise we'll do better. Your patience and understanding mean the world to us."
2. Urgent Tone for Time-Sensitive Issues
"We understand the urgency of your issue and are prioritizing it accordingly. Rest assured, we'll have an update for you by [time/date]. Your peace of mind is our top priority."
3. Cheerful Farewell for Positive Feedback
"It's been wonderful talking with you and hearing your positive feedback! Your happiness is our success. Looking forward to serving you again soon. Have a fantastic day!"
4. Informative Close for New Customers
"As a new customer, you might have more questions down the line. Remember, our team is just a call or email away, ready to assist you. Welcome aboard, and thank you for choosing us!"
5. Reassuring Close for Technical Issues
"We've got our best people working on this technical hiccup. Thanks for your patience while we sort this out. We're committed to restoring your service to perfect condition."
6. Encouraging Close for a Service Upgrade Discussion
"Think about the benefits we discussed regarding the service upgrade. It's a fantastic opportunity for you. Whenever you're ready, we're here to take the next steps together."
7. Appreciative Close for Long-Term Customers
"Your loyalty over the years has been the cornerstone of our business. We're grateful for your trust and look forward to continuing to serve you. Thank you from all of us."
8. Apologetic Close for Service Outage
"We're sincerely sorry for the service outage today. We understand the disruption it caused and are diligently working to prevent it from happening again. Your patience is greatly appreciated."
9. Optimistic Close for a Problem Solved
"We're thrilled we could resolve that issue for you! If anything else comes up, remember, we're just a call away. Here's to smoother sailing ahead."
10. Personalized Close for a Birthday
"Before we go, I noticed it's your birthday soon! Happy early birthday from all of us here. We're delighted you're spending part of your special month with us."
11. Educational Close for Offering Additional Resources
"There's a lot more you can explore about our services. I'm sending over some resources that you might find helpful. Dive in, and enjoy discovering what's possible!"
12. Farewell with a Reminder for Seasonal Promotion
"As we wrap up, don't forget about our exclusive spring promotion ending soon. It’s a great chance to save. Thank you for calling, and take care until next time!"
Live Chat and Social Media Etiquette
With 41% of customers preferring businesses that offer support via live chat or social media, mastering the art of digital communication is crucial. It's not just about responding quickly; it’s also about how you wrap up these conversations that leaves a lasting impression.
Concluding interactions on platforms like live chat and social media with grace can significantly enhance customer experience. This means using positive phrases and showing genuine appreciation for the customer choosing to reach out. Saying things like "It was great talking with you today" or "I'm glad we could help solve your issue" can make all the difference.
Maintaining a human connection even in automated replies ensures your brand stands out positively. Remembering basic human psychology - people want to feel heard and valued - goes a long way in achieving this goal during every interaction on these fast-paced platforms.
Make Your Customers Feel More Magical
Ending things on a positive note is best for your bottom line. When you have a strong closing spiel for customer service to whip out, it sets the tone for a very profitable relationship between you and your customer. Who doesn't love being heard when they call customer service for help, right?
To make your customers feel even more appreciated, try the free Magical Chrome extension. Magical is used by over 40,000 teams across more than 20,000 companies to save 7 hours a week on average on their repetitive tasks like customer messaging, chat messages, and data entry. Try it yourself today!
