One of the pillars of any company or business is customer service. If he is treated with the respect he deserves in every way, a product or service is provided with the quality promoted and every effort is made to build loyalty, relationships are most likely strong mutually. However, despite doing everything right, no business is completely exempt from the fact that some situations are uncomfortable for its customers, but once it happens it is your obligation to solve them.
Among the priorities of a business is meeting the needs of its customers. This should focus on knowing your ideal customers in order to offer them services or products that are exactly what they want or require. Once they have studied their audience and have a clear target, they need to develop strategies to attract customers. If you are not doing any yet, Look at this list of Gananci with ideas to attract clients.
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These strategies will work based on the customer you want to capture. The same strategies are not applied to attract a group of people, as for others, since you have to be based on the tastes and interests of each one.
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Sometimes the mistake is made of implementing strategies that attract the wrong audience and this can cause a lot of problems because doing business with less-than-ideal clients can happen following:
- Dissatisfied customers because what you offer is not actually fully satisfying their needs, then this brings situations that must be resolved between both parties.
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- Affect your reputation. There is no better publicity than a satisfied customer, since he speaks based on his own experience, but there is no worse detractor than a customer who left with a bad experience of your business.
Studies show that a happy customer will talk about how well your business did with an average of 2 or 3 people. While an annoying one will comment on what happened to at least 10 other people, to prevent others from going through the same thing. Those numbers with social networks have risen even much more, so opinions are capable of transcending the limits of the ordinary.
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- Customers who are not ideal can make you lose money with late payments, returning products, among others.
As you can see, it is much more profitable to focus on offering quality service (and all that this encompasses) to the ideal clients, than to dilute yourself by targeting all types of prospects. In fact, it is proven that in all sales, those made to the ideal customers are usually those that they bring a greater profit for the business, not only because there are more, but because they tend to be more direct transactions.
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It is also important to say that, even if you focus on your ideal client and have loyalty techniques that are giving good results, from time to time we can also run into people who have a bad experience that they need to solve and they come up with something heated.
Maybe you've been in that position too. You buy a product or service because you need it and it turns out that something went wrong in the shipment, the product came defective, an extra charge was made to your card, among many other things that may come out wrong. It is time to make a claim, if during that claim the person who attended you did one of the following things, you were the victim of poor customer service.
In addition, if you have a business or in the area where you work, you should deal with clients and all kinds of people, these are some of the actions that you should avoid at all coast:
1.- Raise your voice: understand that the client is not angry with you, but with the situation and perhaps with the company and at that moment you are standing up for the company. This is why it is normal for him to tend to vent his frustration with you, do not take it personally. Stay calm and at no time raise your voice, even if the other person is doing it.
2.- No listening: Before giving any solution or closing yourself, keeping in mind the company's policies automatically, listen very well to the client, their situation and the requirement. If the person notices that you show genuine interest, it is very likely that their emotion will change.
3.- Be stubborn: if there was a mistake apologize and accept the mistake. In case the error was not from the company or yours, also apologize. Sometimes that's all the customer wants to hear.
4.- Give only one option: there are different ways to solve problem situations. Let the customer know this by providing several alternatives. By doing so, the person will notice that there is interest in providing a solution, which will leave the company in a good place. Of course, these situations must be completely viable.
5.- Don't tell the person to calm down: this is adding fuel to the fire. Instead of telling him to calm down, serve him professionally, empathetically, and eager to resolve his situation. By doing this, his anger level will decrease and he will work as a team with you to solve.
6.- Don't put yourself in their shoes: the lack of empathy is noticeable. When someone does their job just to do it and with a coldness that borders on the unfriendly, this will only lead to more anger and frustration in the customer.
7.- Deliberately blaming you: Maybe he is one of those responsible, but if you want to keep the client and have a good impression of the company, try to work together to resolve the situation.
In case angry and dissatisfied customers are the bread and butter of your startup, follow these steps of Gananci to improve the effectiveness of your company.
