Dealing with customers in today’s business and commercial world is not just part of the job but something that large corporations, commercial industries, and small businesses are basing their marketing strategies on. Corporations such as large hardware stores use “ where you still get service” as their advertising slogan.
Customers and clients today not only require but also expect good quality customer service. There is a well known saying in the business industry that you do something right and a customer will tell one person but do something wrong and they will tell ten people. This is a good motto to use in any workplace.
We all know the saying that the customer is always right and this well known phrase is still applicable in all situations, though plans need to be set in place to insure that both you and your customer benefit from the outcome and to insure that the right decisions are made by your staff. I recommend having a guide for dealing with customers that is accessible and well rehearsed by all staff members.
It is important for your staff when dealing with a disgruntled and angry client or customer to remain calm and listen carefully to what the customer is saying or trying to sa. By listening to what the customer has to say your staff can understand what the problem is that the customer is experiencing and also what they intend for you to do to correct the problem.
Listening to your clients’ problems enables you to be sympathetic and understanding, which will make your client feel that you care and provide them with a sense of security in a possibly hostile situation. When creating your Dealing with Customers Guideline it is important to make note of all the possible solutions and outcomes for that situation, by listening intently to your customer.
Some examples of Guideline entries are below.
Returned goods can either be replaced, exchanged or refunded, but under what circumstances does your company allow a customer to return an item if it is damaged, wrong size or if it is just an unwanted purchase, these are the type of questions and answers that need to be assessed in case they arise in a situation.
If a customer discovers an item is sold cheaper elsewhere and wants a reason, refund or wants to just tell you their complaint, how would your company deal with the situation?
Possible solutions in this circumstance are to advise your customer’s advantages of making the purchase through you, e.g. you may have a longer warranty or provide better technical or exchange service.
These are all issues that need to be discussed when trying to gain back your customer’s confidence in your business or service. If your company is not providing any of the above then what happens? Perhaps your company is able to then provide the client with free software, extras, or other items to ensure they leave your store satisfied.
If your company is able to give away items then you need to add a list of the items into your guideline book and include under what circumstances they are to be given away. In the above circumstance of a customer finding a product sold elsewhere at a lower rate, you need to look into doing some market research to make sure you are always on top of your competitors.
These are just a few of the issues that need to be included into your guideline book and regular updates of situations need to be added as they occur to insure that the second time it happens your staff is able to handle it with confidence to insure both you and your customer benefit.These are just