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We, as customers, always expect the best service, no matter if we go to the local shop or we want to buy a car. But sometimes it seems we're not so delighted, as we are supposed to be. Here we offer you some steps, which can improve your company's service and will help you attract new clients and keep your current ones.
Understand what your customer want
Keep asking questions and carefully listen to the customer's answer. You must be able of recognizing what kind of people they are at the moment you meet them. Are they a practical sort of customer or do they stake on more expensive and shiny products. Once you have known your clients, you can offer them something which they can easily find useful. Remember – people don't like to be 'sold at', but they love to buy. So try to approach wisely and tactfully.
Infect your staff with your enthusiasm
Infect your staff with your enthusiasm and passion. Make sure that you are aware of the relationships between the staff and the customers - spend a day or a week working with customers and watch the service your employees offer! If it's necessary think of some rewards or extra payment in order to motivate them even more.
Phrases That'll Make Your Customers Happy
"How can I help you?" - When you ask this question you assure your client that you're ready to help him or her in every possible way. This sentence is positive and suggests an answer, which later can help you to provide better service for the customer.
"I don't know, but I'll find out." When someone asks you a question which you find difficult to answer, don't be embarrassed to go and check if someone else can give you a hand. You will show your customers that you are concerned and always ready to find a solution.
Dealing With Unsatisfied Customers
Servicing customers is followed by a lot of pressure in terms of meeting a lot of different people and characters. Often will occur problems and in situations like these you're supposed to give your best in order to deal with them. Also, you will have to stay calm and try to understand your customer's needs and complains.
Don't tell a customer 'What IS your problem now?' when he/she has some complains. Those words indicate that you are ready for a fight and make you look aggressive.
Share your point of view as politely as you can.
Make sure that the customer knows you realize that you're responsible for any problem. When one of your employees has end up a relationship or feels sick it will affect on his/her work and it is not the customers' fault that they don't receive appropriate service.
Do everything possible to prevent further complains and take action in dealing with the ones already existing. If you have promised a solution in order to get out of the uncomfortable situation and then you delay, you will only make things worse.