Custormer

Who are our customer/ People?

-A customer is the king, queen, for the organization
-A customer is not dependent on the contrary organization rely on customer.
-A customer is not the interpretation of our work he is purpose of it.
-We are not doing him a favor by serving him he is doing for us a favor by giving us the opportunity to do so.
-Organization remains existence for customer.

Customer expectation:

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Customer expects to be treated like a guest.
> Customer keen for getting attention
> Customer expect to be a part of our service
> Customer does not expect to embarrass.
> Customer does not want to be treated with indifference, bias or prejudice.

Customer complaints:

o Customer often receive incorrect information
o Customer often get rude behavior from the organization personnel
o Organization personnel are often poorly trained.
o Customers often bitterly experience long wait times
o Any other rational or irrational compliant and what not

General tips for better customer service:

1. Identify your prospects and customers.
2. Differentiate customers in terms of their needs and their value to your organization.
3. Interact with individual customers to improve your knowledge about their individual needs and to build stronger relationships.
4. Customize product, services and messages to each customer.
5. reducing the rat of customer defection
6. Increasing the longevity of the customer relationship.
7. enhancing the growth potential of each customer through “share of wallet, cross selling and up selling
8. making low profit customers more profitable
9. special efforts e.g. birthday greetings, gifts, invitations on high value customer
10. listen coustomer complaints
11. Listen not enough you should act quickly and constructively to any compliant.
12. Accept responsibility for the customer’s disappointments; don blame the customer because customer is always right.
13. use customer service people who are empathic
14. evaluate and improve performance against customer’s expectation
15. advertise the advantages
16. be their to help
17. maintain the machines
18. let your customers be a part of your reward system
19. Establish a customer advisory council.

Tactical tips of handle difficult customers:

Dos-what to do?

1) When you apologize, Mean it after all customer are VIPs. Apologize for inconvenience and take immediate action to put it right.
2) As k a supervisor to join you and be a part of the transaction
3) Give the customer your complete attention
4) Avoid getting angry with a difficult customer
5) Deal with customer professionally “When this customer is gone, I want to look back at the ay I acted (regardless of how it turned out and say with pride that I acted professionally and constructively and did not stoop to the childish (aggressive, nasty etc) level of the unpleasant ant customer. I never even want to fell that I acted badly.”
6) Clarify and ensure that you fully und3erstand problem.
7) Consider what you could do differently next time
8) After you solve the problems, follow up
9) Show your skills
10) Speak with smile more
11) Listen and write down customer complaints.

Don’ts-what not to do?

1) don’t interpret the customer
2) don’t try logical argument
3) don’t tell someone that their idea is stupid
4) never show your frustration or boredom
5) Don’t make delay.
6) Don’t attach blame
7) Don’t say these words, in the heat of a difficult customer confrontation: “our policy is”, “I can’t” etc.