Even when the company knows the expectations of the clients, it is very possible that it does not develop strategies that lead to satisfying them.
There are certain skills that all the personnel of an organization must develop, not only frontline employees, in order to meet customer expectations, these skills refer to communication and are:
DIAGNOSE -> LISTEN -> ASK -> FEEL
SKILL 1. DIAGNOSE
We are all struck by certain characteristics of a person when we see them for the first time, their physique, their body movements, their way of dressing, their personal contact with us or with other people, in short, several aspects that attract our attention or simply do not they do. Therefore, to achieve this feeling of impact on customers, it is very important to take care of what is commonly known as NON-VERBAL BEHAVIOR, because it is the first impression the customer takes.
This non-verbal behavior is made up of the characteristics mentioned above, to which are added the ENVIRONMENT and what experts call PARALANGUAGE (signs, tones and gestures that accompany language).
The ability to diagnose then refers to the fact that people, not only our clients, but ourselves in our daily life, as clients and as a company, determine by our first appreciations, certain levels of «quality» or «need» related to Appearance, be it about being in a record store as shoppers, meeting a neighbor in our personal lives, or serving a customer as part of a business.
Some studies done in the US show the importance of non-verbal behavior, since it has been shown that about 45% of a message is expressed with the body
SKILL 2. LISTEN
The sense of hearing is one of the characteristics that humans and animals have, hearing is a deliberate behavior with which almost all of us are born. Listening goes beyond hearing, hearing is a reflex action, while listening is a skill that, although natural, must be developed.
To get a good understanding of the customer, as well as to maintain a solid relationship with him, we must develop the ability to listen
But why do we listen? There are several reasons, including:
- It is a natural way of acquiring information So we can build relationships, make friends So that the speaker feels recognized To enjoy, to relax…
And what are the elements that we have to develop to improve our level as listeners and thus better detect customer needs:
- Perception: you have to pay real attention (perceive and understand) to people's expressions. Distractions: when listening to a client we cannot afford to be deconcentrated, at that moment we have to be 100% with the client and focused in what it is communicating to us The evaluation: we must learn to analyze taking the necessary time for it, selecting what we are listening to or already listening to and determining what is really important
SKILL 3. ASK
This third communication skill is very important because it is the most direct and simplest way to collect the information of the person in front of us, and it is also a way of showing interest and empathy for our interlocutor.
To develop this skill, you must take care of the way we ask and the expression of the question
The way we ask has to do with the vocabulary used, the structure, that is, if we ask open-ended questions or with multiple alternatives, if they are direct or not, etc. Try to offer different alternatives, when possible, to the client, in addition the vocabulary must always be respectful and friendly. The expression of the question is related to the rhythm, which is only the quantity, frequency and sequence of the words and with the attitude, that is, expressions of approval or disapproval, intolerance or closeness, when asking the question we must be neutral.
SKILL 4. FEEL
Through this skill we transmit empathy and pave the way to good results. By feeling we mean to put ourselves in the shoes of our clients to feel what the other feels about a particular situation or problem. To develop this skill we must know how to diagnose, listen and ask, we must also know ourselves, our services and the capabilities of the company very well, so that we can more easily understand and put ourselves in the client's place since only in this way can we truly know him.
By feeling we can become "friends" of our clients
By developing the four skills, the company will be able to get closer to customers and thus advance strategies that make it possible to bridge the gap between what is offered and their expectations.
