Take Care of Your Customers -- and They'll Take Care of You ~ B W C J AOMOLE

Thursday, 13 July 2017

Take Care of Your Customers -- and They'll Take Care of You

By BWC J A OMOLE July 13, 2017 No comments:

Your company can have great products, wonderful services, and terrific prices, but if you don't take care of your customers, you will have nothing. If your business is to succeed, you must differentiate yourself from your competition by providing superior customer service.

That means treating your customers with respect. It means listening to the customer when he or she has a problem. It means doing whatever it takes to solve that problem.

Customer care begins with communication. Whether it be a smile when the customer enters your business or a 15-minute explanation of the various features of a product, it is important that your communication be timely, specific, and sincere. While that might sound simple, often it isn't.

Take this situation, for example: A customer comes in with a complaint. Before that customer can explain the situation to the employee, the telephone rings and she answers it, leaving the customer to stand and wait while she finishes that conversation. When the customer finally
gets the employee's attention and explains the problem, the employee appears to be bored with the whole situation.

The result? The customer is frustrated and feeling neglected. The employee then says she can't solve the problem, tells the customer to wait, and calls for a manager. She then begins to ring up other customers' sales while the customer with the problem again waits to be helped.

In another scenario, the customer is irate and immediately begins to berate the employee because the DVD player she purchased isn't working properly. The employee in turn becomes defensive, which only escalates the situation into a shouting match. The customer demands to
see the manager. The employee sulks. And both feel frustrated and angry.

Each of these situations is more common than most of us would like to admit. The good news is that each is easier to handle than most of us realize. In the first scenario, the employee should have told the caller on the telephone that she was helping another customer and to either hang on or call back in five minutes. Then she should have listened intently to the customer's complaint, repeated the complaint back to the customer to make sure she understood it correctly, apologized for the problem, and then immediately done whatever it took to solve the problem.

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