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Customers - What They Really Want - 6 Secrets of Customer Service
What customers really want can be divided into two areas. Firstly - they want the core service of your business tomeet their needs. They expect your product or service towork.If you say you're a plumber, then the customer expects youto fix their leaking pipe. If you say you're an accountant,then they expect you to resolve their tax details. They also expect your product or service to represent valuefor money.If I buy an expensive pair of winter boots I expect them tokeep out the cold and wet and also look good. Naturally if Iwas to buy a cheaper pair I wouldn't expect them to last aslong. Customers expect your after-sales service to be efficient.If my new winter boots start to leak when I wear them forthe first time, then I expect the shop to replace themimmediately. However, none of this will make customers loyal or causethem to tell others how good you are. They take this coreservice as a given. You wouldn't see me running aroundtelling people that my new winter boots didn't leak. This is the Second and most important point - What customers really - really - really want and what willmake them loyal to your business and say wonderful thingsabout you to other people are: 1. Warm and friendly responses - When customers make contactwith you face to face or over the telephone, they want awarm response. It can still be businesslike but you and yourpeople need to look and sound - friendly and likeable. (This may all sound like common sense to you but think aboutthese factors the next time you're a customer and askyourself if they're happening to you. Then ask yourself ifyour customers or clients are experiencing this from you andyour people) 2. They want to feel important - They know that you have lotsof other customers and clients but they just love it whenyou make them feel special. 3. They want to be listened to - Customers often get theimpression that the person dealing with them is not reallylistening. You must keep working on your listening skills.Keep good eye contact with people and concentrate on whatthey're saying. Keep an open mind and resist the temptationto jump in with an answer.It's also important to show that you're listening. Open bodylanguage and head nods when face to face - lots of Uh - Hu'swhen over the phone. 4. Someone to know their name - A persons name is one of thesweetest sounds they'll ever hear. If you use a customer'sname when you talk to them, it indicates that you recognisethem as an individual. Don't use it too often as it canbecome irritating, but definitely at the start and the endof a conversation. 5. Flexibility - Customers hate to hear the word "No" or "itcan't be done." It's not always possible to say "Yes" to acustomer or do exactly what they want; however, it isimportant to be as flexible as you can.Tell customers what you can do - not what you can't. 6. Recovery - When things go wrong, customers want you tosolve their problems quickly. They don't want to hearexcuses or who's to blame or why it happened, they just wantit fixed fast. Customers will often judge the quality of your service bythe way you recover. They will even forgive your mistakes ifyou recover well. Say, for example, you served a meal that wasn't cookedproperly or wasn't hot enough. You would need to apologise,assure the customer it will be fixed and then do it quickly.Then tell the customer that they won't be charged for themain course or give them some wine or a free desert. Then,when that customer talks about your restaurant, they'll tellpeople - "There was a small problem initially but when Ipointed it out, they really moved themselves and theycouldn't have been more apologetic." Don't be afraid when something does go wrong; it's often agreat opportunity to show customers just how great yourservice really is. Overall, customers just want to feel good. They want to feelbetter after they've dealt with you or anyone in yourbusiness, than they did before. If you can create thatfeeling, then you're well on the way to - giving customerswhat they REALLY want. Discover how you can generate more business without havingto cold call!Alan Fairweather is the author of "How to get More Saleswithout Selling". This book is packed with practical thingsthat you can do to get customers to come to you! http://www.howtogetmoresales.com
MORE RESOURCES: When the customer is not always right Financial Times No, GPT-4o isn't going to kill teaching or customer service Business Insider NTTA customer service, Tarrant County district clerk spar over mistaken charge The Dallas Morning News Senate passes bill improving air safety and service for travelers, a day before FAA law expires The Associated Press How did customer service get so bad? Financial Times Cherokee Indian Hospital Authority opens new PRC Customer Service Desk Cherokee One Feather Realtor Lammert delivers customer service from the inside out Leader Publications ‘Honesty, integrity, and doing things right:’ Les Schwab Tire Center makes customer service a priority Canon City Daily Record New York State Alerts New Yorkers of Temporary Electronic Benefits Transfer (EBT) Outage on Sunday, May 19, for ... Office of Temporary and Disability Assistance Availity Wins Two Bronze Stevie® Awards in 2024 Stevie Awards for Sales & Customer Service Business Wire Verizon (VZ) Enhances Customer Service With GenAI Integration Zacks Investment Research Integrated solutions empower productivity for SMBs Insights by Samsung Verizon sharpens GenAI tools to impro... Mobile World Live How customer service factors into the claims experience Canadian Underwriter Verizon unveils human-assisted GenAI tools for customer service Telecompaper EN Cognigy Named a Leader in 2024 “Conversational AI For Customer Service” Report The Bakersfield Californian What Consumers are Saying About AI and Customer Service Customer Think US Senate passes bill improving air safety, customer service Voice of America - VOA News Opinion: If it's not dead already, customer service is certainly on life support • Asheville Watchdog Asheville Watchdog Frequently asked questions and customer service CSPI Newsroom Top Banks Offering 24/7 Customer Service in 2024 Business Insider Customer Service & Support Hillsborough County (.gov) They've got your back: Meet American's system customer service managers - American Airlines Newsroom They've got your back: Meet American's system customer service managers American Airlines Newsroom Senate Passes FAA Bill on Air Safety and Customer Service – The Presidential Prayer Team The Presidential Prayer Team The Marriott Maze: Navigating Customer Service Over $11, When Does It Stop Being Worth It? View from the Wing Codelocks Australia: 10 years of innovative access control solutions | Security News SourceSecurity.com AI enhances flexibility and efficiency for customer service centers, new research reveals | Binghamton News Binghamton University Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom The correct airline customer service numbers to help avoid scams The Washington Post How to contact Amazon UK Customer Service About Amazon.co.uk Forbes Recognizes Regions Bank for Best Customer Service Regions Financial Corporation Department of Customer Service Peak Joint Consultative Committee update - Public Service Association Department of Customer Service Peak Joint Consultative Committee update Public Service Association Lee Michaels’ Scott Berg: How to make unhappy customers happy Greater Baton Rouge Business Report Customer Assistance Programs DC Water Genesys & ServiceNow join forces to revolutionise customer service ChannelLife Australia State Governments Deploy Contact Center AI to Bolster Customer Service StateTech Magazine Customer Support GE Aerospace Contact SEA Customer Care portseattle.org Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com Air India rolls out iPad app for on board customer service Live From A Lounge AI is replacing customer service jobs across the globe The Washington Post Customer Service Center - Recreation & Wellbeing University of California, Berkeley Verizon Down? Users Report Service Outage, Call Dropping | Ways To Troubleshoot And Customer Support Times Now Social media customer service statistics to know in 2024 Sprout Social Remitly CEO Matt Oppenheimer says taking customer service calls is what he looks forward to the most Fortune Delayed On Southwest? You Can Now Skip The Customer Service Line And Request A $75 Credit Online Forbes Excellent customer service in Austin, Texas, indicative of nationwide survey Transportation Security Administration Taxpayers let down by Poor HMRC customer service www.contact-centres.com |
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