Customer Care Services

Customer service refers to the provision of goods and services to clients or consumers before, during and after a purchase has been made. The view of success of those connections is reliant on the employees of the service provider who are expected to fine-tune themselves to the behavior of the customer. Customers are the business’s most vital asset because they help us grow by continuing business and referrals.

The shop floor sales person or the people who interact directly with the customers are ambassadors of the company or business. They carry the image of the business or company they work for. They must therefore have certain contributes in order to retain customers.

 

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The ten commandments of customer service

1. Know who is boss

Your business is to service customer needs, and to help earn you a living. you need to know what your customers want. Never forget that the customer makes your business exist. A customer is a king.

2. Be a good listener

Take time to identify customer needs by asking some questions and concentrate on what the customer is saying. Listen and try to comprehend their words, tone of voice, body language, and how they feel. Don’t make quick assumptions – thinking you intuitively know what the customer wants.

3. Identify and anticipate needs

Customers buy good feelings and solutions to problems inform of goods and services. The more you know your customers, the more you will be ablen to anticipate their needs. Communicate regularly so that you are better positioned to see new problems or upcoming needs as they emerge.

4. Make customers feel important and appreciated

Treat customers as individuals who deserve a good feeling. If you know their names, call them by their names and compliment them if possible, but be sincere to create good feeling and trust. Customers are very sensitive beings and can tell whether you fake or you really care about them. Always thank them every time you get a chance.

5.Assist customers to understand your operating services so that they are not confused, impatient and be annoyed.

Take time to explain how your systems work and how they live their lives. Be careful that your systems don’t reduce the human element of your organization.

6. Don’t underestimate the power of a “Yes” whenever they have a request as long as it is logical.

At all times, look for ways to help your customers. Every time do what you say you are going to do.

7. Know how to apologize

Always apologize if something goes wrong. It’s easy and customers like it. The customer is sometimes wrong, but the customer must always win. Deal with the problems instantly and let customers know what you have done. Always value their complaints because they give the bussiness an opportunity to improve.

8. Give after sales service

The future of all businesses lies in its ability to retain its clients and make them happy and that will uplift your above the competition.

9. Allow two communication lines to help you get regular feedback

Encourage the culture of welcome suggestions and comments on how to improve your business. It is one way to understand how your customers feel and think about your products or services. 

10. Treat your internal customers well.

Employees are your internal customers and need a regular dose of appreciation and appraisal.

Always thank them and find ways to let them know how you value them. Treat them with respect and chances are they will return the favour and have a higher regard for customers.

Characteristics of a good sales person

  • Respects customers
  • Dresses smartly
  • Polite and cheerful
  • Very honest and trustworthy
  • Patient and open to suggestions about product quality and product range
  • Knows and talks to customers well
  • Knowledgeable about products and market trends
  • Morally upright

Characteristics of a bad sales person

  • Arrogant and eats in front of customers
  • Starts arguments with customers
  • Dresses in a shabby manner and keeps the workspace environment dirty
  • Is rude and curt to customers
  • Have limited knowledge on products
  • Cheats customers-overcharges, dishonest, lies etc.
  • Ill-treats customers and is unnecessarily slow
  • Does not accommodate customer needs and suggestions
  • Entertains social visits that disrupt business delivery

Handling problem customers

Examples of difficult customers

  • Angry customers
  • Demanding customers
  • Constantly critical customers
  • Argumentative customers
  • Indecisive customers
  • The non-stop talker

Handling problem customers and complaints

  • Listen carefully to the complaints
  • Remain calm and put yourself in their shoes
  • Repeat their complaint to show that you have understood
  • Assess the situation and understand the type of problem
  • Apologize and acknowledge how the customer feels
  • Leave the customer on top of the situation and attempt to solve the problem
  • Do not take it personally but offer other solutions to solve the problem
  • Thank the customer for bringing the complains or problems to your attention.

 

Consumer Rights

  1. Right to basic needs-refers to the right to goods and services
  2. Right to safety-refers to the right to protection against goods or services which are hazardous to health or life
  3. Right to a healthy environment-right to live in an environment which allows a life of dignity and well-being. The environment must not be threatening or dangerous to live in.
  4. Right to information-right to be told information which is not misleading or dishonest adverts or labels. This includes facts and information which should help to make informative choices.
  5. Right to choose-right to choose products of choice or services at reasonable prices while maintaining quality.
  6. Right to be heard-right to be represented so that consumer interests are given full compassionate consideration in the formulation and execution of socio-economic policies.
  7. Right to redress-the right to be compensated for misrepresentation, shoddy goods and unsatisfactory services.