Know your customer and be friendly is really a good tips because of the fact that most of the people who are giving customer service are not friendly.In Finland country i do puhelinmarkkinointi or telemarketing which i also experience giving customer service and giving it to customer is not that easy because sometime you will encounter annoy customer and managing it is quite difficult.
You should take care of customers by providing them good support in terms of facilities, it will be great for us to share experience with the other customers so as to achieve the good value in market.
hey thanks for the interesting post. I would like to add few more tips on how to create a better customer expereince:
To create good customer experience, you have to remember some things:
> Offering some attracting offers to your customers.
> Win the customer's faith by providing quality products.
1. Differentiate with a Human Touch
“Find a service edge that can set you apart from your competitors,” notes Kassie Rempel of online fashion shoe seller SimplySoles, one of the featured organizations. Kassie and company write hand-written thank you notes to all of their customers, and each note addresses the customer and the shoe ordered by name. It's a huge time commitment, but customers love it and tell her it's one of the reasons they remain loyal.
2. Give them What they Want—and then Give them More
Giving customers what they want sounds simple, notes Justin, but it is not easy to execute. One suggestion is to involve your customers early on in the design of your new product or service. Fortune Small Business selected to feature Threadless, a Chicago shirt manufacturer, as a model of this best practice. Using its website and company-sponsored blogs, it has created a fervent community that submits designs and votes on its favorites (think American Idol). They created an algorithm to select styles to produce—and every winner has sold out.
SimplySoles offers designer shoes in their online shoe emporium—something many women want. But they do more than just offer great shoes—they will send out a selection of their high fashion (and high-priced) shoes to certain customers—no charge, no commitment. These customers can try on the shoes in the comfort of their homes and see which look best with the outfits in their closets. They are only billed when they make a purchase; they send the remaining shoes back in a prepaid mailer.
Customers get lots of generic messages, but they take notice when they receive something that is clearly meant just for them. When new members join HyperFit USA, a gym in Ann Arbor, MI, they fill out forms about their fitness goals and health issues. HyperFit then uses this information to tailor their communication, face-to-face and email, to every member.
Say a member joins the gym to prepare for her first marathon, but then stops coming for a while. The gym may send a subtle message by emailing an article about marathon training and its benefits. If a regular customer doesn't show up for three weeks, an email alert is automatically triggered. And, that member's trainer may choose to initiate a personal call to gently urge him to return.
4. Recover in Style
Mistakes happen—it's how you handle them that will determine whether they are bashing you on blogs or singing your praises. “If you stumble,” writes Justin, “say you're sorry and then scramble to make it up to the customer.”
From "Wow Your Customers with Extreme Service: Four Secrets to Success" By Diane Berenbaum
1) Know your customer
Each customer is unique and as such he/she has unique features. Business owners need to know their customers, their needs and wants, their individual characteristics, their cultural traits and more generally, anything that can have a major impact on business communications. Besides, it is very important to know their customers by first name and address, especially if it is about a local business, because this makes the customer feel much appreciated and highly valued. Customers need to be treated as individuals and be complimented because such behavior creates trust and builds rapport with them.
2) Find common views with customers
In majority, customers base their purchasing decisions on who they are buying from, not on what they are buying. Generally, customers feel closer to businesses that share common views with because they need to feel connected with the firm that takes the extra mile and goes beyond being a provider of products or services. Therefore, businesses that find common grounds with their customers are more likely, not only to offer good customer service, but also to enhance customer retention and loyalty.
3) Be positive, friendly and trained
Customers love to do business with business owners who are positive and optimistic. By reflecting a positive attitude, employees or business
owners make customers feel comfortable and willing to do repeat business with the particular firm. This may lead to customer loyalty and consequently, can boost sales and profitability. However, a positive attitude is better sustained if employees are knowledgeable and well-trained because they can offer assistance to customers without the stress of failing to satisfy a particular customer need as a result of being under-qualified or untrained.
4) Develop listening skills
Customers love to talk about their needs and business owners have to be good listeners to convey value and importance to their customers. By developing and using active listening skills, employees or business owners create a relaxed environment that facilitates communication and encourages customers to ask questions and state possible complaints. Good listeners understand their customers, give them their full attention and make them feel significant for the business. In other words, customers become the driving force and business owners follow by identifying customer needs and focusing on meeting these needs. Besides, the body language is very important to show that there is genuine interest in what the customers say.
5) Build trust and confidentiality
Failing to build trust with customers is detrimental to a business’s success. Customers need to feel they can trust the firm. To achieve that, business owners have to cover three main areas: a) Employee training so that employees are knowledgeable, polite, pleasant and willing to help customers; b) Handling customer complaints responsively and responsibly so that customers feel they can be listened to, even if they are not right to raise a complaint; and c) Taking responsibility for mishandlings so that customers feel they can trust the company.
Overall, it is not easy to build customer trust. Business owners need to build trust in their business, their products and services, their sector, their marketing strategies, but above all in themselves to make customers trust them.
6) Exceed customer expectations
Businesses should be able to exceed customer expectations to keep customers satisfied. This means they should conduct a competitive analysis in order to identify what competitors offer and make sure to offer product differentiation. In any case, businesses cannot afford not to meet their promises because they stand the risk of creative negative
word-of-mouth advertising and considerably shrink their customer base.
7) Appreciate customer feedback
It is very important for a business to know what customers are thinking about its products and services. Businesses that isolate themselves from their customers contribute to their own decline. In contrast, businesses that exploit the opportunities offered in their environment can adjust their policies to customer needs and become more successful through customer feedback. Therefore, customer feedback should be both encouraged and welcomed so that businesses know how they could improve.
8) Learn to apologize
Businesses make also mistakes and they need to apologize for them. When something goes wrong and customers find out, it is expected that the firm will undertake responsibility for the incident and that it will apologize for the incident. Although customers are not always right, they need always to feel they brought up a special situation to the business’ attention and for that they should be thanked for. In other words, customer complaints need to valued and customers need to be thanked and appreciated for bringing up a problem, which wouldn’t be solved otherwise.
9) Know when to use humor
Humor is a very important element of business communications. It can create a relaxed atmosphere and make customers feel comfortable and open to communication. However, it is very easy to get humor wrong and instead of working for the business, humor may work against the business. To avoid such an event, employees or business owners should possess the right instincts about when to use humor. Moreover, it is imperative to use humor strictly about situations and never about people. In doing so, customers can break down the mental barriers of the firm and see the human side of business.
10) Be open to change
The new market realities are driven by rapid technological changes, globalization, and fierce competition. Businesses that want to achieve a sustainable competitive advantage and boost their profitability, they need to adjust their business practices in order to remain competitive. Through positive change and employee empowerment, they identify their weak areas and improve allocation of resources in order to achieve successful operations.
First of all I would like to thank you for sharing this useful information. Win customers trust by providing good quality products is very important furthermore promotional products are also helps to increase productivity and customer’s trust as well.
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Points 7 and 8 are most important, in my opinion. The customer must get a feeling that he is being taken seriously and that you are working *with* him and not just *for* him. Of course that does not mean you have to sit through pointless discussions when their requests clearly do not make sense for the way you have set up your business, but it is really important to always convey a sense of attention and open-mindness. Else your customers will promptly switch to some other company they feel is ready to lend them a listening ear.
Customer Experience management is a key of every business. While dealing with business certain stretegy should be kept in mind. The basic task is to strengthen the customer experience.
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