Scene 1
The client enters the premises, the saleswomen talk to each other. He knows what he wants, but he wants to be advised and clear his doubts. Look at the ladies - to see if any is taken for granted - but they continue talking to each other; tired he faces one of them, who with little will takes care of him. Finally, he leaves without buying.
Scene 2
The client of the prepaid medicine company hurries to the counter, and hands his credential to the receptionist and orders to have a study done. The young woman greets him without looking at him, and as she begins to upload her data, she talks to her partner, distracting herself from her task, having to repeat the usual questions to the man. It is noted that she is upset, but the young woman does not take charge.
Scenes like these are repeated in companies of all kinds, from small businesses to large corporations. As much as they boast that serving us well is their main concern, we feel that we are not receiving the treatment we deserve.
Where this error? In my opinion, organizations do not invest in training those who should be in direct contact with those who make their business profitable: customers. There are all kinds of kind, irritating, aggressive, etc., but… Do you know how to deal with them? Unfortunately not. Can you learn to provide an excellent deal? Yes, companies can and need to understand that it is imperative to improve customer service.
What to do? I think rule number one would be "attend as you would like to be served." And here are a series of tips to keep in mind:
- Be attentive and with the correct posture: the posture reveals the predisposition. Remember that non-verbal language says more than words. If we are to attend, receive or report, we cannot be reclining in the chair and looking anywhere. If what we are really looking for is to provide the best care, our posture must indicate an attitude of service. We recommend sitting upright, observing the entrance of people; Every once in a while panning the room, looking for customers to attend. Greet, use courtesy formulas: Greeting is a form of courtesy and cordiality among people, their absence can be considered rude. Welcome, greet according to the time of the day (it says "Good morning" until 12:00 pm; "Good afternoon" from that time until the moment it gets dark,never before 8:00 p.m.). Always ask for things “please”, thank you, even when you consider that what the other did was your obligation. Courtesy is essential to relate, it is a demonstration of attention and respect towards the other. Look at the eyes: when we speak, the attention is focused on our face, especially our eyes, because they reveal a lot of information. Not establishing eye contact will generate a negative idea about you, while looking at our interlocutor carefully will be interpreted as a sign of respect, good manners. By looking, interest is shown, that attention is being paid. If you must upload information to a computer, look away from the screen for a few seconds, when asking the usual questions. Smile: doing so welcomes beyond the word. Denotes warmth,good predisposition, openness. It has been proven that when smiling, the intonation of the voice changes, directing the conversation in a pleasant and cordial tone. The smile must be sincere, think that you really care who is on the other side of the counter. Be empathetic: empathy is the ability to put yourself in the other's place, understand their feelings and circumstances. It is a skill that can be developed by paying attention to the speaker, reading their facial expressions, their gestures, striving to understand what they feel. Being empathetic will allow us to respond appropriately to the emotion that the other person is feeling. Listen actively: Active listening involves a series of behaviors and attitudes that prepare us to focus on what the other is saying and give the appropriate response.Let your interlocutor express himself, do not anticipate what he is going to say, do not think about what he is going to answer while he speaks. Of signs of listening with expressions like "uh-huh…" "ah…" "of course…", nodding and appropriate body expressions. But essentially listen sincerely, being a good "listener" is a capacity that can be developed, many studies have found that the people who relate best are those who know how to listen. Identify the client by name: the importance of doing it, lies In which we all appreciate being recognized, we like to be taken into account and it makes us feel important to receive personalized attention. To call the customer by name is to distinguish him, that is to say that for us it is not a number. Watch out!That we use his first name does not mean that we will protect him or talk to him as we can do with our friends. Putting the formula Sir or Madam is recommended to start the conversation. Never say "I do not know" or "things are like this here": if you do not have the information, apologize to the client and arbitrate the means to give you an answer to your query. You may know the procedure manual perfectly, but remember that there are cases and cases, and that not all situations should be treated in the same way.If you do not have the information, apologize to the client and arbitrate the means to give you an answer to your query. You may know the procedure manual perfectly, but remember that there are cases and cases, and that not all situations should be treated in the same way.If you do not have the information, apologize to the client and arbitrate the means to give you an answer to your query. You may know the procedure manual perfectly, but remember that there are cases and cases, and that not all situations should be treated in the same way.
I recommend that companies look for personnel who show a true predisposition to deal with the public, who understand that kindness, courtesy and respect –which are not commonplace at present- are essential, that we really put ourselves in the shoes of those who require our services, listening to them trying to understand them, and giving each one the appropriate response and treatment, will be what will differentiate us from the competition.
If we want to provide the customer with an excellent service, we must surprise them by giving them more than they expect.
