5 Do’s and Dont’s in customer service
Customer service, what is it? It is in our everyday
life, you encounter it in: shops, freetime, work, school and pretty much
everywhere you go.
We people communicate each day with each other, and
how to get along with others and be nice can be quite a daunting task at
sometimes.
This photo sums up customer service in a very good and
simple way:
Let’s take a
look at this photo. It gives you the basic skills for a good customer service.
I will discuss each skill individually and shortly. So let’s start:
Tact: This might be a bit difficult, in a short term it means skill to be
delicate and ability to deal with difficult situation/customers.
Patience: Well this is pretty simple, have patience with the
customer. If the customer wants to take his time to try the product or has a
lot of guestions, just answer the guestions and let the customer take his time.
Empathy: This can be said in multiple ways, i see this as a way to
express myself and feel empathy for customer if somenthing goes wrong. Like if
the customer makes a reclamation and he/she is very disappointed you can say ”I
am very sorry for the inconvinience and i will fix this”
People Oriented: This is a skill that every cashier or salesman should
have. It means that you want to interact with other human beings, and want to
work alongside co-workers.
Positive Attitude: This is THE THING that makes good customer service. When
you are good for the customer the customer is good to you. When you learn this,
you are already a good salesman.
Assessment: Another tricky one, basically you watch what the
customer wants. You try to fill his need, for example, if he is looking for a
sofa you show him/her different options. And at the same time of course you
want to sell as much as possible.
Negotiation: This is a skill that we all possess, we negotiate
everyday, in many places. In customer service i can give you an example:
Customer: I
am interested in this nissan pulsar car.
Salesman:
Excelent, i can sell it to you for only 20000$
Customer:
Hmm, very good offer, the original price is 21689$ correct?
Salesman: Yes, that is
correct. And for you only, I will include: Winter Tires, Nissan Safety Pack and
heat package with motor and indoor air heaters.
Customer: You know what, I will
take it!
Salesman: Perfect, right
this way. We can sign the contract and soon the car will be yours!
This is how it’s supposed to
go, you give some playroom for the customer and he sold the car for a good
price. Both ends were happy.
Attention To Detail: I call this”Additional” sales, let’s imagine that
customer comes to buy a board game. Then you ask:”Excuse me sir, do you have
card sleeves for the playing cards in the game? They will help to keep the
cards in good shape, thus expending the life of the cards”. This may not sound
too much, but it’s still additional sales. Pay attention to that!
So, let’s narrow it down:
Do’s:
1. Always always smile and
be nice to customer.
2. Have patience.
3. Understand what the
customer wants.
4. Additional sales
5. Know your products.
Dont’s:
1. Try to rush things.
2. Be rude
3. Ignore the customer and
his/her needs.
4. Avoiding eye contact with
the customer
5. Lose the contact with the
customer until he/she is finished!
To
sum it all up:”The customer is always right!”
Cheers!
Juuso.
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