Can we talk about
how people forget the reason why they started
business? Or how they forget that if their customers don’t get good treatment
they become uninterested? Is it too much to say business owners don’t know how
to handle their customers? I think it isn’t! I like to believe that in a
business, after the employees the second “most important” people are the
customers. Yes, the second! This is because, if as an employee I am not
motivated to work, the output would not be as solid as it should.
The question now
is how can organizations and businesses improve their relationships with
customers? It is simple: Improve customer service! It really
doesn’t matter how great your product or service is neither does it have
anything to do with the experience and talent your staff have, what customersare most likely to
remember is the direct interaction they have with your company and
how you made them feel.
No logo or Company
building beats your customer service team being the face of your company and it
is safe to say that customer experiences are measured by the level and quality
of support and assistance they receive. Or do I relay my experience at a firm
that had a reception space and no receptionist to welcome customers? Every
company has “great” customer relationship, but a wise Company would always ask
“what exactly is good customer relationship” this is important because once you
stop looking for new opportunities to improve your customer service the
relationship would stink!
I was once
opportune to work with a sales team and one of the things that lacked amongst
the sale representatives was continuity. Never start a discussion with a
client/ customer and not politely pass them on to another representative if the
need arises. I have come up with some of the few things that need to be put in
place for proper customer relationship to take place.
1.
BE
CLEAR: clear communication helps a lot in dealing with customers. You don’t
want a customer thinking the product is free when in actual sense he gets just
free consultation. Make sure you engage your customer so that you know when he
gets your point.
2.
GET
PERSONAL: you don’t have to tell the customer where you and your husband went
last night, just make sure you are as open to answering all questions as well
as interested in his observations. Share your experiences of the product or the
service with him.
3.
TIMELY:
managing your time while dealing with a customer problem is very essential. You
do not want to stall on a customer’s problem leaving him to think you are
uninterested in assisting. Always keep your customers informed- even when there
is a problem.
4.
PATIENCE/EMPATHY:
your customers would be as different as their needs are. Some will be a little
too talkative and others quiet and dealing with each of them accordingly makes
for a better relationship. Even when your customer insults you (as we would
always have such) always remember that they are always right.
5.
KNOWLEDGE:
customers rely on the knowledge the rep. has of the product/ service he has to
offer. It is wise to say “I don’t know” when you actually don’t know because
customers respect the honesty shared.
6.
AVAILABILITY:
Always be available to listen to your customers, be available to provide
information
7.
FEEDBACK:
it is rather sad to note that even in this day and age some companies still
don’t give space for customer feedback. How do we tell you that we didn’t like
the service, or who do you want to ask us how the event went and how much I
liked the product I purchased? How do you know what to improve on and when to?
If you are unsure of what your weak points and highpoints are, get involved in
a CUSTOMER SURVEY!
I
I hope this
is helpful! xx
Ebahi Ajayi is a graduate of Mass Communication (Bsc.) from The
Redeemers' University Ogun State Nigeria and a graduate of Advertisig
and Public Relations Management (Msc.) from the De Montfort University,
Leicester. For further information and enquiries, please contact me
directly on ebahi.ajayi@gmail.com
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