EXCELLENT CUSTOMER SERVICE

Author: Varun Ojha

Customer service is an integral part of our company. A customer is vital asset of a company. Without them, a company would not be able to run business. When our customer will be satisfied with us, they will not only help us to grow in our business but also they will recommend us to friends and associates.  

The practice of customer service should be as present on the showroom floor as it is in any other sales functions and pertinent in the overall company environment.

10 Points of Excellent Customer Service

Know who we are, we are in the business to fulfil the needs of customers, and we can only do that if we know what our customers want. When we seriously listen to our customers, they let us know what they want and how we can provide them excellent service. Never forget that the customer pays our bread and butter and makes your job possible.  

1.     Have to 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, the tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do we know what three things are most important to our customer? Effective listening and undivided attention are particularly important on the showroom floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to. 

2.     Identification and Anticipation of Customers Need 

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 we know our customers, the better we become at anticipating their needs. Communicate regularly so that we are aware of problems or upcoming needs.

3.     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 us. Customers are very sensitive and know whether or not we really care about them. Thank them every time we get a chance.

4.     Use Better Body Language Is Key

On the show floor be sure that our body language conveys sincerity. Our words and actions should be congruent.

5.     The Understanding Is Crucial 

Help customers understand our systems. Our 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 our systems work and how they simplify transactions. Be careful that our systems don't reduce the human element of our organization. 

6.     To Appreciate the Power of "Yes" 

Always look for ways to help our customers. When they have a request (as long as it is reasonable) tell them that we can do it. Figure out how afterward. Look for ways to make doing business with us easy. Always do what we say we are going to do.

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 we 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.     To Give More Than Expected 

Since the future of all companies lies in keeping customers happy, think of ways to elevate our self above the competition. Consider the following: 

What can we give to customers that they cannot get elsewhere? 

What can we do to follow-up and thank people even when they don't buy?  

What can we give to customers that are totally unexpected?  

9.     To Get Regular Feedback

Encourage and welcome suggestions about how we could improve. There are several ways in which we can find out what customers think and feel about our 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. 

Date: 28/04/2017

Place: New Delhi VARUN OJHA