If you have already made an effort to fulfill what you have promised to your customers, you have taken a great step because that is the most important thing for consumers in terms of service. If you want to continue improving your customer service, you must consider one of the indispensable factors to have a satisfied customer base: The disposition of the staff.
Indeed, if a company was unable to fulfill the original promise and its client complains, the only thing that can compensate the damage is that the person who attends it was willing to help him and solve his problem, all quickly. When this does not happen, the client is disappointed and does not consume their product or service again and also spreads the word in their social nucleus so that people avoid their company.
The lack of willingness of employees to attend to customers and solve their problems is the reason why companies lose many sales.
How many times does an employee respond to a furious customer; Yes sir, it is our mistake, but we cannot do anything for you. If you do not agree, cancel your order or go to another establishment? Or, the traditional formula: Dear customer, what you request from us is not feasible, our policies do not allow it and we cannot make exceptions.
If companies are only going to deny customers in these cases, they do not need employees, they can only put recorders that repeat the same messages.
The disposition can be perceived by the client, when the employee, in addition to listening carefully, carries out recovery activities.
TO THE RESCUE:
One of the best-known examples is the announcement of the pizza delivery company: If the delivery person does not arrive in 30 minutes, it is free. This message makes it clear to the consumer that if the promise to arrive in less than a certain time is not fulfilled, the company will immediately try to recover the customer, not charging the consumption.
Of course, this does not mean that the only way to get customers back is by giving them the product for free. In fact, recovery activities are as varied as the type of clients. In some restaurants, for example, if you are not satisfied, they try to get it back: they invite you for dessert, they give you a discount on your account or they invite you for a glass of wine.
This is summarized as follows: Never say no to your clientele. This message should be clearly conveyed to your staff. Train him to offer options to his consumers, and empower him to make decisions and solve problems on the spot.
If the product at that time is not available for your customer to obtain, offer him alternatives, such as an article that replaces the one they have requested, or ask for the phone and address of your customer and indicate that you will get the item you want. you want and they will call you to let you know you have it.
Of course, you must keep your promises, otherwise you will have a doubly disappointed customer. Of course, your consumer can decline the offer and not accept anything that is offered. However, remember that the sale was already lost and you did not invest anything in trying to reverse this situation.
On the other hand, if he accepts, you will not only be able to keep the sale, but will also show the client how willing he is to captivate him and he, in turn, will consider his attitude as an added value of his business.
This disposition displayed by the staff is something that customers hardly forget. In fact it is one of the actions that make them feel treated as if they were unique.
The power of recovery activities, saves many of the problems with customers, regardless of the line of business, offer options.
Best of all, you can use recovery, not only for cases where your business does not deliver on sales promises, but also for those where the customer asks us for something impossible to deliver on. If you offer options, possibly one of them will work for you and then you decide to buy from your organization, even though it is not what the customer thinks they need.
Negotiation is the key word. You must ensure that your staff always has attractive proposals to offer the customer and that they do not feel unsatisfied. Do not give up every time you make a mistake or when the customer asks you for something that cannot be met.
Carry out recovery activities with each of your consumers and you will notice how you are surprised, satisfied and happy to buy again.
