What is it that a customer wants most of all when they contact a business? Attention? Is it about the product? Could they have a problem? Or maybe they have a question. Regardless of why, customers contact a business in order to be heard. It is the duty of a representative to deliver satisfaction, and that can only be achieved in one way.
Customers basically desire to be satisfied with the product and service. But how can a business effectively deliver satisfaction? The only effective practice is to be able to spend time with a customer and exhibit how much their contribution to the business is truly appreciated. After all, without customers, a business cannot succeed.
What can you do to show the customer you care? The answer is simple- you must be willing to spend time with them and address their needs thoroughly. At times, it is even necessary to move a step further and follow up to ensure that they are 100% satisfied. Customers tend to appreciate the service more than they do a product, especially since products can be replicated and the market is vastly numbered with multiple variations. It is therefore the service that is the deciding factor that a customer considers.
Case in point- A recent interaction between a customer and Headsets service representative affirmed the fact that it’s nice to speak with someone who understands and is willing to take the time to ensure that everything is going to be alright. The customer reported the service rep’s pleasant attitude and commended their ability to take a moment and focus on what the customer needed specifically. It wasn’t a machine or a list of answers read aloud. It was the fact that the representative spent time and listened to that individual’s unique situation.
Remember that the sale is never truly final because it is actually just the start of a relationship. Sales are ongoing and last forever. It is the responsibility of every representative to understand that service is the key to success, and it is therefore necessary to ensure a customer is always pleased with the results.
It is essential that every business understand exactly how important it is to ensure their customers are satisfied long after a sale has been made. The important thing to remember is that a business must always be ready to invest time to ensure that their client gets the answers they want and the attention they deserve.
Author Bio:
This guest post is courtesy of Wayne Baumgartner. He is a small business owner who takes care of customers using old fashion customer service skills and specializes in one industry -headsets! http://headsetsdirect.com
Image courtesy of 89studios / FreeDigitalPhotos.net
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Kudos to you and your company. Getting someone on the phone who knows what they are talking about (sorry, reading replies from a computer screen doesn't count) is the easiest way to get a customer for life. Why more companies don't "get" this is beyond me.
Very well put. "Real relationships aren't digital." Thanks for the comment.