Mexico. In any business there is necessarily the relationship with the customer. Whether to bid, suggest products/services or to close deals. There are many courses that are seen today in the market that guide on the best way to treat a client and are all unanimous: treating them well is an obligation of every company, no matter if the client is impolite, polite, friendly or indifferent.
Many specialists in customer service even believe that good treatment is today the great differential of several businesses, especially in highly competitive sectors, whose services and prices are very similar.
Understanding what the customer wants is the first step in a good relationship. Clarify what your difficulties are and how the company can help you. Being willing to serve and help, transforming problems and doubts into satisfaction and loyalty is another important point. When the customer feels good, they are prone to talk better about the company and recommend it. Also during all the contact, it is important that the attendant has firmness, security of what he says, clarity, objectivity and transparency. For that, the customer support team must always be well trained.
For each type of customer there are some combinations of behaviors that can improve the relationship, such as:
1. Irritated and coarse customer.
As important as any other customer, it is necessary to have patience and maintain the tone of voice, the clarity of information and be firm with comments, with sympathy. In those cases, making jokes can lead to even more frustrations. Try to clarify what were the doubts and the problem that made the customer irritated with the company, show your willingness to help you, but within the rules of the business, solving the customer's problems.
2. The anxious customer.
Generally, these types of clients wait without patience for deadlines that fortunately have not yet arrived. In this type of conversation, the attendant must reinforce the dates with the client, showing him that the company is striving to serve him in the best way and as quickly as possible. However, never promise anything that cannot be delivered by the stipulated date.
3. The confused customer.
Those types of clients usually fail to express themselves well and do not form a coherent line of thought. Stay calm and try to trace the sequence of events together, trying to clarify what the client is really trying to say and what he needs. Be kind and use words of easy understanding, ask him to read all the labels and fine print of the products about which he is requesting information.
4. The customer is good vibes.
For some, a joke is a way to break the ice and start a conversation. However, the attention must be professional, as giving rise to comments that deviate from the topic of work can be harmful. With delicacy and sympathy, be objective in conversation and resolve issues efficiently.
5. The satisfied customer.
This type of customer usually contacts the company to tell them how efficient the product or service purchased has been or even to suggest news. Listen to what the customer is saying and show that their words will be directed to the corresponding areas, being an incentive for the entire company. Take the opportunity to offer you new products that can complement the initial sale. Invest in the relationship.
6. The critical customer.
It's one of the best types of customers a company can have. It is through your claims that the company can create ideas to improve its services. It is a claimant customer, but it is loyal to the brand, even giving good orientations to the company. Listen, write down and appreciate suggestions, show that the customer is important to the company and that their advice will be taken into account.
As you can see, serving customers demands a gift with people. In the same day it is possible that the 6 profiles presented go through customer service. Therefore, it is of the utmost importance that there are people trained to receive customers, that they are specialists in the products and services offered by the company and that they know how to find solutions to more technical problems.
