You can come into contact with Customers in a wide range of ways during your work within a business or organisation. This can be both official e.g. as a member of a sales or reception team. But, equally, many of the contacts can be unofficial – as soon as people know where you work they feel you are responsible for that whole organisation! This is increasingly true the better-known your organisation is within your community. No matter the manner of your interaction, the way you behave will play a large part in how the public views your company or organisation and its products or services. So, here are some tips to help you make the most of such moments…
Understand that, for each individual in the company (or team), at every moment, the following equation applies - “service = your product + you”. And often, the “you” part can be much more important than the “product”. If an Advertiser or other Customer feels they have a complaint, they will judge the company mainly by your attitude in dealing with it The simplest way to judge an unhappy or dissatisfied Customer is if they frown - or if you frown at them. For the first, you need to find out the reason for the unhappiness (many people would simply try to ignore it and hope it goes away). But, if you read and react to the Customer’s body language, you have the opportunity perhaps to right a minor “wrong” (at least in the Customer’s mind) before it becomes a major obstacle to their relationship with your company Understand that it’s only your outstanding service actions that makes a difference in their perception of your company. Simply doing what you’re meant to (aka the minimum) is already expected by your Customers. If you only just meet a Customer’s needs, then you’re not offering very much. If you answer a question or enquiry with as little information as possible, the Customer will never feel that your company is more than simply “okay”. And, if that’s how they feel, then there isn’t a large degree of loyalty for them to draw on if and when things might go slightly wrong!
These tips continue in article two of this four-part series
Your Customers and How to Deal with Them - Part One - To learn more about this author, visit Gordon Veniard's Website.
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