Two essential reminders before you start reading: Before you decide whether or not to read this post, there are a few points that need to be made apparent. Customers are essential to everyone. Customers are someone you are responsible for, even if you work in the internal staff department of a major company.
They are the individuals who are given employment by you. And second, you shouldn’t let the word “customer” throw you off. It’s possible that you refer to them as customers, students, patients, or even (god forbid!) users.
Read that term every time you see the word “customer,” if you find that one of the alternatives works better for you. Continue reading now that all the reasons you had for not doing so have been taken away.
There are many books and articles that can be read on the subject of customer service strategies and how to construct procedures that will help customers be served more successfully.
If we place all of our attention on processes, systems, strategies, and procedures, we run the risk of missing something really significant in the process. All of these things have value, but if we do that, we risk missing it.
Customers are first and foremost humans.
This indicates that each one of your customers, just like everyone else, wants to feel as though they are important. It is a fact that everyone wants to feel a certain way, and we have a natural tendency to seek out others who can provide us with that sensation.
Customers naturally gravitating toward you is a really healthy trend to have in your business.
Written from the standpoint of the customer, the following are seven ways that you, as a person, may make customers feel more valued, regardless of any company policies or systems:
Please refer to me by my name.
I am aware that you may require me to provide you with my customer or registration number, and I am prepared to do so. On the other hand, I am aware that as soon as you enter that number into the system, you are familiar with my name. Use it.
If I give you my credit card, then you will be aware of both my name and my identity. Kindly take advantage of it.
I want to be one of the people that are considered to be “in.” For this reason, I enjoy being accepted to regular buyer’s clubs, frequent flyer clubs, or any other type of club that gives me discounts, unique services, educational opportunities, or unexpected pleasures.
Invite me to join your club if it’s the sort that meets these requirements. If you don’t already have one, please give some thought to establishing one.
Ask me for my advice.
If you ask me the right way, at the right moment, and when I know you truly care about the response, I’ll offer you that counsel. I have an opinion, and if you ask me the right way, at the right time, I’ll give you that advice. It’s possible that opinion cards are OK, but I’d much rather be asked in person.
If you only give me the opportunity to voice my opinion, I’ll be happy to thank you for more of my business. I am not frequently asked for my opinion, so the experience is really rewarding.
Who knows, you could even come up with a fantastic concept for a whole new product or service in the process.
I am aware that you have a lot going on at times. I can make out the dividing line. Even if your system is down or if there are five people waiting to speak to you on the phone, I am able to comprehend the situation.
I’ve been there, and I work at the same place. However, if I call or stop by, you should recognize my presence and let me know that you are happy to have me in the line of communication.
A kind grin and greeting, as well as an assurance that “We’ll be with you quickly,” may go a very long way. If you acknowledge me, I’ll be able to comprehend. Ignore me, and tell me how you feel when someone else pays no attention to you:
It would be lovely if you could include a little something extra with my order or write me a letter by hand. A one-time-only promotional deal with the phrase “simply because,” or a complimentary taste of a sweet treat.
You don’t have to make a huge deal out of it, and you don’t have to do it every single time. Would you like to tell other people about a pleasant surprise if you received one? Me too.
I despise it when individuals attempt to show that they were correct, or when they don’t disclose that the order is three days late, that the surcharge can’t be removed, or that the item is sold out. However,
I am aware that things may and do occur. In the event that things do not go as planned, though, I would appreciate a straightforward apology.
This is by far the most hilarious occurrence. I will love you even more than I do now after you admit that you were wrong and make amends for it (maybe by arranging for some kind of pleasant surprise).
Since apologies and successful service recovery are so rare, you have the chance to turn my dissatisfaction into loyalty if you handle this situation well