A customer is not someone to quarrel with or compete with, there is no one who ever wins a dispute with a customer.
A customer is a person who comes to us because they need certain goods or services. It is a job to provide them in a way that is profitable both to them and ourselves. That is why we are in business. Please know that, without customers, there is no business.
A customer should be respected always.
A summary of the most important points. What customers like in the people they deal with.
Manner – polite, sincere, alert, business-like.
Appearance – smart fresh, clear but appropriate to the working environment.
Attitude – friendly, helpful, make the customer feel Important.
Time awareness – appointments, punctuality, don’t waste time.
Knowledge – product, company, procedures, generally well-informed.
WHAT CUSTOMERS DISLIKE:
Poor appearance – sloppy, untidy, strong breath, smoking. Unacceptable manner – arrogant, disrespectful, insincere,
Interrupting, indifferent, too personal. Pressure – being pushy, aggressive, bossy. Denial of responsibility – you are your company in the customer’s eyes. Lack of knowledge – details of products or services, availability, prices Terms, who else to see
Time wasting – lateness, irrelevant chat, talking too much or too Long.
Communicating with people
Communicating with people involves the building of good human relationships.
It is not sufficient just to listen. You must actively demonstrate that you are listening. This means your eyes, body and head as well as your voice to show that you are following what is being said. This helps the other person continue to feel that you care about what they are saying. It is important to concentrate on listening. To do it properly is not as natural as we often imagine. It takes careful practice.
Actively demonstrate that you are listening. This generates empathy between people. Create personal warmth’s by smiling and showing interest.
Remove barriers of communication. These are many and can cause serious breakdown in communication. For example; Physical Barriers – noise, interruption, destructing mannerism.
Psychological barriers – interruptions, tactless comments, nerves, Misplaced humor, personal feelings. Semantic barriers – choice of words and how they are spoken, use of Jargon, failure to accept that the other person may not speak your language well.
- Variables Used By Customers To Determine Quality Service
- 4 Ways To communicate With Your Customers
- 8 Characteristics Of Some Problem Customers
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