Customer service is basically about forging a series of relationships, in other words, trying to get involved with customers and their needs. I propose the following exercise: think for a few minutes Why do you come back again and again to your store or business favorite?…
Several studies show that customers return to hire a company's products or services because they have made them: FEEL GOOD...
Sounds simple right?
A well-known study indicates that 40% of customers change providers for service reasons, while only 8% would do so for reasons of price and product quality. In the annual report by the prestigious consulting firm Accenture, it is indicated that 66% of consumers switch to the competition due to the poor service received, and 81% believe that the company could have done more to retain them as customers.
Finally, in a survey carried out by Forbes, a company dedicated to research, it is indicated that 86% of those surveyed would be willing to pay more in exchange for good service.
Therefore, the key is:…
GET YOUR CUSTOMERS KNOW YOU CARE
Here are three simple strategies to generate personalized attention that will make your customers happy:
1. Try to know the name of your client and call him by his name when you talk to him
When we arrive at a restaurant and the waiter calls us by name, it is a pleasant feeling, much more when it has been a long time and he still remembers us. We all like to be called by our name, in some way it makes us feel important, it makes us feel good.
2. Talk about a different topic to the purchase or operation they are carrying out
To achieve a greater connection with the client, it is often necessary to break the ice while you make the transaction. You can praise the client's watch or tie, quickly find a common point that you can have with him, and say something like: "What beautiful glasses, I have very similar ones" in order to start a conversation that serves as a point of inflection. You can also make a comment regarding the weather or any issue that helps you connect with the customer.
IMPORTANT: use this strategy every time you have the opportunity, however, if you are being required to carry out the operation quickly or you notice that the client is in a hurry, avoid applying it and lengthening the service process. But remember, every time you do it the process will be much more pleasant, for you and for the client.
3. Show a friendly and smiling attitude
Kindness and courtesy are undoubtedly two fundamental assets in providing exceptional and personalized attention. A friendly smile will seldom get a frown back from the customer. However, despite being a very simple strategy to apply, it is the one that is done less frequently. Smile and be nice in all your interactions with clients and you will get more satisfaction in your work.
I encourage you to put these three simple strategies into practice, repeat it in all your contacts with clients until it becomes a habit and you will see how your work becomes easier and your clients happier.
