| Topic : Consumer Engagement - The Next Big Thing!! |
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Activity:
100 views;
last activity : 08 28 2010 14:26:56 +0000
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Don't make excuses
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Be Your Customer
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Understand the customer's needs
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Deliver honestly and on time
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Be assertive nor aggressive neither arrogant
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multiple channels of support
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Redress must be qick and satisfatorily
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customer delight
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Immediate Response
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Treat customer as a God
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GIVE YOUR CUSTOMER WHAT HE WANTS
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Quik to respond
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Be good do good and seen good
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Proactive approach
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K Rajagopalan, " Customers Needs"
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Customer Centric Approach
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some key points that sales team should remember and most often tend to ignore
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CUSTOMER IS THE KING
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If it's your fault, say so. Don't try to blame it on the customer, the circumstances, another vendor, or the position of the moon in the sky. It's amazing what a difference it can make if you just say "An error has been made, but I will make it right". Your customer will see you a lot differently if you don't make excuses. |
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Excuses & arguments makes you adamant. So better option is not to make excuses & accept the situation/fault & respond to it quickly to make the customer happy.
Thanks for referral, Sheetal.
very true,,you are making fool of yourself .
The key issue here is to be honest, upright and accept the fault if committed by us. The customer will also appreciate this fact that sometimes, errors may occur and nobody is infallible.
However, whether the error or fault has been committed by us or not, the root cause has to be identified so that this error does not repeat itself. A key tenet is an error that has occurred should not occur again. This will also help to reduce the overall errors and appropriate controls and checks should be put in place and regular monitoring of the system should be in place to minimize the errors.....
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Live the life of your customer and experience what they do. Stand in line, call your call-centre, soak up feedback. Thus, by doing so we will be able to put ourselves into the shoes of the customer & will deliver better customer service.. |
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Until and unless we understand what the customer wants we can not serve the customer. So first and foremost we should study and understand the customer's needs and develop ways and means to satisfy those needs. it will be better if we focus on each issue one at a time.
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I completely agree with what Shahi has argued. A good sales person should have a quality of understanding what customer wants since different customers have different needs and different behaioural expectations. Empathy and Pursuasion are the two main qualities a salesperson must have. If a salesperson can read the mind of the customer, he will be able to serve him better.
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DELIVER HONESTLY AND ON TIME IS THE CORE COMPETENCY LEVEL OF ANY CUSTOMER SERVICE. CUSTOMER SERVICE MUST BE USED TO SERVE THE COMMUNITY RATHER THAN CONDUCTING A SURVEY OF THE CUSTOMER BY BOMBARDING A SERIES OF QUESTIONS. IF YOU CANNOT DELIVER THE SERVICE, DON'T MAKE WRONG SPECULATIONS AND PASS ON THE PROBLEM TO CUSTOMER AGAIN. IT REFLECTS THE AUTHENTICITY AND HONESTY OF THE SERVICE PROVIDER. ALSO DO NOT CLAIM TO SOLVE THE PROBLEM BY GIVING FALSE AND FICTITIOUS DEADLINE. CUSTOMER HAS HIS OWN TIME CONSTRAINTS |
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to win the customers heart its key rule to be always assertive in any circumstances bcoz its the way to win the trust .
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Access to multiple channels of support so that the customer reaches out in the way most comfortable for them. |
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Since the Top 5 ideas are more or less equal important for keeping outstanding customers in long term perspective.Si i support this way.
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Some time what happens ,you buy a product and get shocked when it does not perform as assured.The buyer immediately contact customer care cell for demonstration or rectification.CC reroutes the request and it takes about 5-10 minutes to line up the system.In spite of that , service personnel may not come in time as assured.This is the weakness of the CC. As a matter of fact,the redress must be quick and satisfactory,only then one can retain customer loyalty. |
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I agree with you Mohmad Buksh on the subject.
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In marketing, customer acquisition, its retention and its delight is the three prime work. Now this can be possible if your commitment level is very high. In customer service you have to put always in the shoes of consumer then act. You will never fall. Who is our consumer? We all are the customer to each other's trade. And what we want, we better know. So consider your liking and disliking and service accordingly. You will never fail. Sanjeev Tripathi Brand Manager |
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Provide more than the standard features at no extra cost.
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Best Customer servise is providing whatever is necessary for the customer at the time the customer needs it. |
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All ways give Ist priority to your customer need and under stand their requirement and try to satisfy them with your sincere effort because customerare our eyes and hand who are doing our business. |
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true customer service is giving them what they want. if he is not eligible to get certain services tell him how and why he is not eligible for the specific service. what he should do to get that service. |
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Always keep the customer informed with the status. Should get back immediately and never ignore the calls. Even if the work ,fixes are going to take time one should keep the customer informed with the status nd not just kept on hold. |
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Be a Friend to your customer. Do all the things as asked by the customer. Do not try to cheat by giving frivolous excuses, Do not waste your and customers' time, Try and be honest in accepting your shortcomings, Give priority to customers' over your regular office jobs, Whatever you do to satisfy your customer should seem also as something done to satisfy him and the same should be felt by the customer. For this to happen you have to step in the shoes of the customer. Greet your customers heartily on all their important dates (if you know). This way try and create a bridge between you and your customer. Be Professional in your approach while dealing your customer but do not distance yourself from him. Try and Remember as far as possible the details of the last conversation. If it has happened. I think these points will suffice your customer satisfaction approach. |
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Always being Proactive and do not wait for the customer to remind you.
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We should understand the customers requirement and service the customer in time. The customer will get delighted and refer to others also.
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get in to customers' shoes, think what would you as a customer expect from product/ service in unbiased manner, talk to customers as customers, then things will be more clear, Hence be more customer centric by being customer yourself, if your product can satisfy you, then definitely it does the same for every customer
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1.to be fair and transparent 2.value the business each customer gives,irrespective of the size of business 3.empathise with your customer,live his role for a day 4.adopt best practices of other trades 5.last but not the least ,learn to apologise,own the responsibility for mistakes at your companies end. |
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Customer is the king in the retail fraternity as he should all attention or dedication for which he is paying you. Excuses for delaqy in work or not satisfying his needs is a disrespect for a customer. Always think customer is the king & he is always right for what he is paying then you can accept if you have done something wrong which disrespects customer service. By this one can improve his ability to provide oustanding customer service. |
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