The following proven strategies will help customer service in working with the customer:
Identify the problem
Often the client hides his dissatisfaction. Call him to frankness. You can use phrases: "I feel that something is bothering you", "It seems that you are upset". It is impossible to solve the problem without understanding its causes.
Specify additional conditions in the contract
If the client turns out to be difficult, you should insure yourself against possible conflicts. To do this, add additional clauses to the contract.
Make sure the client understands you correctly
Very often, the manager and the client self employed data package interpret the same concepts differently. Ask the customer to confirm that he understood you well. Waiters, for example, always retell the order they made.
Ask for specific complaints
If the client is irritated and dissatisfied with absolutely everything, ask him to clarify the essence of the claims and check whether they correspond to reality.
Admit mistakes
Learn to admit your mistakes and not blame everything on objective reasons.
For example, in a shopping center, there are no hooks for bags in the toilet cubicles. This is a really big inconvenience. The customer complained, and he was right. The defect was corrected, and the customers were apologized to on the website.
Set boundaries
Explain to a particularly demanding client that you are ready to solve his problems only during your working hours.
Don't be afraid to let go
Sometimes after all the attempts it is not possible to find a common language with the client. It is better to part with him and devote time to other customers.
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7 Rules of Customer Service
Rules to follow when working with clients.
Be equally attentive to customers willing to spend a large and a small amount. Don't judge by clothes. For example, a waiter may treat a visitor who only asks for a cup of coffee with disdain. It is quite possible that this person is looking at the environment, planning to order a banquet.
Give the client useful advice. For example, when transferring money from another bank, one of the buyers paid a large commission. The bank informed how to make a transfer on more favorable terms. Share this information with the customer.
Better slower, but better quality . Don't try to get rid of the client as quickly as possible when he calls. It's more useful to spend time and thoroughly understand the problem.
Use words and phrases with positive meaning . It is very important to maintain an optimistic attitude, even if you have not reached mutual understanding with the client.
It is known that 35% of customers are negatively disposed in advance when dealing with a customer service employee. Try writing scripts on how to correctly deal with an irritated customer and how to make them change their attitude towards the company.
Practice an individual approach to the client , because each of them is aware of the peculiarity of their personality. Make personal offers. An example of correspondence with a buyer:
" Good day, Irina. Last month you made a purchase in our store. Tomorrow we start a promotion - 20% discount on all lids. Send us the diameter of your pots and pans, we will select the best options for you ."
Seek feedback. It is estimated that the cost of finding new clients is 5-25 times higher than that of retaining regular ones. And here, feedback from the client is very important.
There is a well-known example of one English bakery. For a long time they baked bread called "Tiger". One day a little girl noticed that the coloring of the bread resembled a giraffe more than a tiger. She wrote a letter to the owner of the bakery. The owner of the company replied to the girl that he liked her idea, and the name of the bread was changed.
The story spread online and the bakery's popularity soared.
Show empathy, show sympathy for the customer . With such an attitude, consumers agree to buy more of your products.
Here's an example of emotional connection with customers from Zappos. When a customer couldn't exchange an item on time because his mother died, the customer service team sent a courier for free and also a bouquet of roses with condolences.