By Makena Mugane
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 the boss is. 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 your salaries and makes your job possible.
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. 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. 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. 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". 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. 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. Since the
future of all companies lies in keeping customers happy, think of ways to
elevate yourself above the competition. Consider the following:
o
What can you give customers that they cannot get
elsewhere?
o
What can you do to follow-up and thank people even
when they don't buy?
o
What can you give a customer that is 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.
o
Listen carefully to what they say.
o
Check back regularly to see how things are going.
o
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.
The
writer works at Dolphins Group – Dolphins Training & Consultants ltd
