The customers are your company’s most vital asset. Without their patronage, your business will not exist. This is the reason why you have to deal with them properly. In reality, it is easy to attract new customers with your unique products, freebies, or low price. However, customers will always seek good customer service. You have to build relationships with them or they will not return or recommend you.
Dealing with customers can be challenging given that you are dealing with different personalities. However, regardless of how challenging it is, the goal is to make the customers feel welcome and helped. Here are some practical tips that may help you in dealing with your customers:
Customers just need to know that they are heard and you are listening to them especially in times that they are confused or they have a problem. Listening means you are showing care and are not dismissing their concerns regardless of what it is.
Apologize When Something Goes Wrong
When things are going wrong, do not engage in fault-finding or laying blame with your customers. Instead, apologize for the inconvenience that the problem might have caused them. Let them know that you are sorry for the problem and immediately deal with it.
Take Them Seriously
Regardless of how ridiculous the customers’ concerns are, it is important to take them seriously. Do not laugh at their questions and never ever speak down on them. Customers can be very sensitive and once they feel like they are not cared for or they got offended by your response, do not expect them to return.
Be as Calm as Possible
The calming approach can also calm the customers. Do not panic when the situation seems out of control. Do not be led by your emotions in dealing with them, instead, let them know that you are there to solve their problems.
It would be helpful if you have calming remedies for different kinds of scenarios. Whether it is a refund or return, or coupon or a free service, anything that you can possibly offer to calm the customer in any given situation will do. Just be calm and be confident in offering different solutions for your customers’ concerns.
The Power of “Yes”
It is your job to provide whatever your customer needs. If they have a reasonable request regarding the products and services that you offer, saying yes to it can be very helpful. Customers will feel valued if you attend to their requests and try to look for ways to give the customer satisfaction. However, know your limitations. If it is impossible to give them what they ask, be honest and look for alternate remedies.
Be sure that you can easily be reached by your customers. Always have someone to attend to their needs whether that’s physical or online. Respond promptly with their requests to give them the assurance that they are heard.
Get Regular Feedback
Feedback is one of the ways to make the customer feel that their suggestions and concerns are heard. It is also a way for your company to grow and deliver the best possible products and services that you can offer. Provide a suggestion box in your store or office where the customers can easily write down their suggestions. You may also ask for feedback through your website or social media page.
Treat your customers right and they will continue to value the products and services you offer them.