Customer service is an integral part of our job and should not be
seen as an extension of it. A company’s most vital asset is its
customers. Without them, we would not and could not exist in business.
When you satisfy our customers, they not only help us grow by continuing
to do business with you, but recommend you to friends and associates.
The practice of customer service should be as present on the show floor as it is in any other sales environment.
The Ten Commandments of Customer Service
1.Know who is boss.
You
are in business to service customer needs, and you can only do that if
you know what it is your customers want. When you truly listen to your
customers, they let you know what they want and how you can provide good
service. Never forget that the customer pays our salary and makes your
job possible.
2.Be a good listener.
2.Be a good listener.
Take the
time to identify customer needs by asking questions and concentrating on
what the customer is really saying. Listen to their words, tone of
voice, body language, and most importantly, how they feel. Beware of
making assumptions - thinking you intuitively know what the customer
wants. Do you know what three things are most important to your
customer? Effective listening and undivided attention are particularly
important on the show floor where there is a great danger of
preoccupation - looking around to see to whom else we could be selling
to.
3.Identify and anticipate needs.
3.Identify and anticipate needs.
Customers
don't buy products or services. They buy good feelings and solutions to
problems. Most customer needs are emotional rather than logical. The
more you know your customers, the better you become at anticipating
their needs. Communicate regularly so that you are aware of problems or
upcoming needs.
4.Make customers feel important and appreciated.
4.Make customers feel important and appreciated.
Treat them as individuals. Always use their name and find ways to
compliment them, but be sincere. People value sincerity. It creates good
feeling and trust. Think about ways to generate good feelings about
doing business with you. Customers are very sensitive and know whether
or not you really care about them. Thank them every time you get a
chance. On the show floor be sure that your body language conveys
sincerity. Your words and actions should be congruent.
5.Help customers understand your systems.
5.Help customers understand your systems.
Your
organization may have the world's best systems for getting things done,
but if customers don't understand them, they can get confused,
impatient and angry. Take time to explain how your systems work and how
they simplify transactions. Be careful that your systems don't reduce
the human element of your organization.
6.Appreciate the power of "Yes".
6.Appreciate the power of "Yes".
Always
look for ways to help your customers. When they have a request (as long
as it is reasonable) tell them that you can do it. Figure out how
afterwards. Look for ways to make doing business with you easy. Always
do what you say you are going to do.
7.Know how to apologize.
7.Know how to apologize.
When something goes wrong, apologize. It's easy and customers like it.
The customer may not always be right, but the customer must always win.
Deal with problems immediately and let customers know what you have
done. Make it simple for customers to complain. Value their complaints.
As much as we dislike it, it gives us an opportunity to improve. Even if
customers are having a bad day, go out of your way to make them feel
comfortable.
8.Give more than expected.
8.Give more than expected.
Since
the future of all companies lies in keeping customers happy, think of
ways to elevate you above the competition. Consider the following:
- What can you give customers that they cannot get elsewhere?
- What can you do to follow-up and thank people even when they don't buy?
- What can you give customers that are totally unexpected?
9.Get regular feedback.
Encourage and welcome suggestions about how you could improve. There
are several ways in which you can find out what customers think and feel
about your services.
- Listen carefully to what they say.
- Check back regularly to see how things are going.
- Provide a method that invites constructive criticism, comments and suggestions.
10.Treat employees well.
Employees
are your internal customers and need a regular dose of appreciation.
Thank them and find ways to let them know how important they are. Treat
your employees with respect and chances are they will have a higher
regard for customers. Appreciation stems from the top. Treating
customers and employees well is equally important.
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