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Customer Service Returns
1. Customers will spend up to 10% more for the same product with better service.

2. When customers receive good service they tell 10-12 people on average.

3. When customers receive poor service they tell upwards of 20 people.

4. There is an 82% chance customers will repurchase from a company where they were satisfied.

5. There is a 91% chance that poor service will dissuade a customer from ever going back to a company.


Features of Good Customer Service

1. It is often not what you express but how it is presented. 

2. What you wear and how you convey yourself has a lot to do with how what you say is received.

3. Good personal presentation, facial and hand gestures,

4. Good Communication and Persuasion

5. Smiling: There is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint. A smile and polite conversation can immediately disarm a disgruntled customer. Facial expression sets a positive tone before you even begin speaking. A relaxed or pleasant facial expression is the ideal most of the time.

6. Eye contact: Always look into your customer’s eyes. Directly address customers.

7. How you look: Personal grooming has a big impact on your customers. Dirty hands, messy hair and poor dress can mean the loss of an otherwise happy customer. When interacting with customers, dress neatly and in a professional manner so as to command respect and to let customers know you take seriously your position.

8. Shaking hands: When shaking hands with a customer or a firm and professional handshake is expected. This part of the greeting is now common among both men and women in a professional environment.

9. Be attentive: When listening to a customer, slightly lean towards your customer and nod your head ever so slightly to show that you are listening.

10. Tone of voice: Always express friendliness and sociability. Do not raise your voice in frustration or anger no matter how difficult or tiresome a customer may behave.

11. Hand gestures: Use hand movements to stress what you say (even on the phone) and to emphasize your feelings.

12. Personal space: This is the distance that feels more comfortable between you and another person. If another person approaches you and invades your personal space, you automatically move back without thought. You are uncomfortable. Leave adequate distance between you and your customer. Adequate space is important to making customers feel secure and unthreatened.

13. Posture: Bending in a chair or leaning against a wall while interacting with a customer are sure signs you are not interested in the customer. Your pose or posture should express attention, friendliness, and openness. Lean forward, face the customer and nod to let them know you are interested.

14. Observation: Notice how your customer behaves and what he/she reacts positively to while you are providing service. Remember, the little, interpersonal actions noted above mean a great deal in the area of customer relations. They can change customer perceptions and ultimately affect the success of your customer relations efforts.

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