"A1 customer service"
Acquiring new customers is usually much more difficult than retaining existing customers. An "A1 customer service" or Excellent customer orientation is an important building block in order to turn existing customers into satisfied regular customers - who will also be happy to recommend you to others.
Once you've lost a customer because they weren't happy with your service, it will be very difficult to get them back. You should therefore make sure that your customers are satisfied - which does not mean that you must never make any mistakes. Because customers can also forgive mistakes if you can admit them as such.
The "A1 customer service" from the customer's point of view
- Your customer and you may have different opinions about the quality of your service. You should therefore try once to improve your services or to critically examine your entire behavior towards a customer more comprehensively.
- Try to put yourself in the customer's shoes and then think about how you would interpret your behavior towards them from their point of view.
- Even unfriendly information on the phone or the abrupt rejection of a customer request can strain the customer relationship and, in the worst case, destroy it. Therefore, pay particular attention to how you communicate to customers.
- If you offer a service in which a relationship of trust between the provider and the customer plays a role, then communication is particularly important. For example, if you work in a consulting profession, you should never treat your customers "from above".
- As a lawyer, for example, part of "A1 customer service" is that you give your client a Explain the complicated legal situation in such a way that he can understand the situation - and that you are not instructive or impatient appear.
Some customers are not satisfied with a performance or a service and ...
Appreciate the customer's concerns
- Even with "A1 customer service" it is not important that you do everything your customer asks you to do. However, it can be crucial that you at least appreciate the cause behind your customer's request.
- For example, if your customer wants to give something back and you are no longer obliged to exchange something, then they will feel less rejected if you don't just say no.
- At least acknowledge that you understand the customer's situation. For example, he might be annoyed that a defect occurred exactly after the warranty period had expired. Then you should not simply wipe this anger off the table, but rather address it and allow it to apply.
- Whenever it is possible for you - and you do not feel taken advantage of - you should, in individual cases, go beyond your legal obligation and respond to the customer's request. Because if the customer recommends it, this is the best advertisement for you.
"A1 customer service" starts with the communication with the customer. In doing so, you should try to respond to the customer and not just fend off his concerns briefly.
