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.