It is of great interest to all small and micro entrepreneurs who want to stand out from the competition that is currently very aggressive.
Sometimes companies give more interest to the administration of how to direct, manage economic, human and material resources; leaving customer service on the other hand, which is becoming more important every day to grow in a competitive market.
By neglecting this important area that is in the sales department, we can lose many clients due to the bad treatment of our client, while our competition continues to conquer markets and new clients due to the good service and attention it provides; To determine which services are the ones that the client demands, periodic surveys must be carried out to identify the possible services to be offered and to see what strategies and techniques we will use.
Customer service is a powerful marketing tool that makes it easier for us to get to know our customers and their needs, and for this we have the following elements:
- Face-to-face contact Customer relationship Correspondence Claims and compliance Installations
The importance of customer service is to be able to reach our customers with a powerful promotional sale, discounts, offers and customer support in the development of new strategies to reduce inventory costs and anticipate contingencies so as not to harm our company later and from our client.
The actions and attitudes are reflected in the behavior of the different people with whom the client comes into contact, producing an impact on the level of client satisfaction, including the general courtesy with which the staff handles questions and problems, as it offers. or expand the information, provide service and how you treat other customers.
The internal client is a captive client that brings problems and difficulties at work, while the external client brings satisfactions and benefits for the company from which the owners and those who work in it will benefit, for such reasons those who work in the company. company must serve or treat the customer in the best way, that is, like a king.
The problem is that each area of the company sees the customer from their perspective, without a comprehensive vision and sometimes making comments as mentioned below.
- Seller.- Customer is a thief who has money and must return it to me. Warehouse.- Customer is one who comes to disorganize my inventories. Legal Department.- Client is one who can sue us if we neglect. Production.- Client, what is that? Customer service.- Customer is that person who only comes to complain. Manager.- Client is that person who constantly interrupts me and takes time away from important things. Owner.- Client is a capricious person that I have to put up with to get money.
Customer service strategy is to have leadership from senior management, because it is the basis of driving the value chain of service to customer satisfaction, customer loyalty that drives profits and the recommendation of new audiences to our business.
The commandments of customer service within the company and within its strategic plan; customers are positioned above all, but many times these are not met.
- The client is above all It is the client whom we must keep in mind before anything. Fulfill everything you promise to your clients; No cheating, making sales or retaining customers, but what happens when the customer realizes it? There is only one way to satisfy the customer, give him more than he expects. For the customer, your brand makes the difference. Direct contact with customers has a great commitment, they can make a customer come back or never come back. An unsatisfied employee generates dissatisfied customers, therefore we must motivate them, encourage them and make them feel part of the company. Own employees are »the first customer »Of a company, if they are not satisfied as we intend to satisfy external customers,For this reason, human resources policies must go hand in hand with marketing strategies. Judgment on the quality of service is made by the customer. The only truth is the customers who rate our product or service, if it is good they come back and otherwise they will not. they return.
Every company must maintain strict control over internal customer service processes; determining needs, service time, surveys, quality service evaluations, and analysis of rewards and motivations. Consumer needs are the first tools to improve and analyze customer service is simply asking yourself as a company the following:
- ¿ Who are my customers ?
Determine what types of people the company is going to deal with. What services does my customer service area offer at this time ?
Determine what exists. What services fail when serving customers ?
Determine failures through a self-assessment exercise. How does the customer service area contribute to brand and product loyalty in its impact on customer service management ?
Determine the importance of the care process that the company has.
The vast majority of companies have well-established marketing procedures and strategies, but often neglect the salespeople who are the last ones, who have contact with the client and therefore, the responsibility of attracting clients and making effective sales depends a lot on the seller.
Under this approach we can place companies and sellers who base their negotiating strength on customer weaknesses, they are the companies or sellers who believe that their product and service is the only one that can be useful to the customer, that is, they consider themselves essential and so they look over their shoulders at the customer.
For our clients we must have transparency, clarity and values because it is the personal and institutional image before the client, public and third parties to guarantee that the company is a solid entity with honesty, credibility and trust.
The personal presentation to the customer is to greet him, give him a friendly smile, treat him kindly, since the customer will observe the attitudes of the seller.
Today's companies need to put more emphasis on customer service, using the most modern marketing strategies and techniques that exist and that are applied by large companies to compete, continue to grow and increase their customer portfolios.
