A good attitude to a customer, mostly through good listening skills, indicates an active service oriented attitude.
Thus, customer servicing personnel are advised not to talk along much but:
• Be attentive to what the client says,
• Ask questions and encourage them to respond
• Pay attention to problems encountered by the customer.
Listening to customers is essential in providing quality customer service relations. It can take several forms: interviews, surveys, analysis of behavior, etc.
Nevertheless, it is sometimes difficult to record the words of the client, so the customer service personnel should be trained to listen and interpret the message the customer is trying to convey.
First, it is important to pay serious attention to the message that the client issue, since it helps build a trusting relationship with the client and also collect information that will aid the company to sell its products in the future.
1) Observation: Gestures, glances, smiles, facial expressions as well as the tone of voice can be telltale signs of the client's thinking; we must know how to effectively interpret them .To do this, we must develop strong listening skills and a good sense of observation.
2) Ask questions: in order to meet the needs of the customer, we must ask questions about his environment, functioning, problems, and above all his needs.
The main components
Many features contribute to customer service by a company:
• Managing complaints
• Establishment of a satisfaction survey
• Setting up a free telephone number for customer service
• Holding a customer club
Tags : Customer service, Customer body language, Company-Customer relationship
[...] Listening to customers is essential in the quality of customer relations. It can take several forms: interviews, surveys, analysis of behavior . Nevertheless, it is sometimes difficult to record the words of his or her client, which is why it is necessary to be trained to listen and get into the skin of his or her interlocutor. First, it is important to pay serious attention to the message that the client delivers as it allows establishing a trusting relationship with the client. [...]
[...] Thus, everyone can share his or her comments and observations. Trainers will sort the comments by saying what is true and what is not. They then offer points of improvement this time they would take themselves as the role of food for a repeat of the scenario and shows what to do. However, trainers should remember to recognize the positives of providing future managers. These discussions are aimed to use interpersonal intelligence of future managers. Consequently, future managers will find it easier to work in groups and in cooperation. [...]
[...] The manager must try to reassure the customer by managing the situation and must respond very precisely. Second situation emphasizes on the tracking of files that can be played. The goal for the future manager is to contact the customer by phone and get news about the company. These scenarios can generate linguistic intelligence (Gardner). It is sensitive, word meanings and functions of language has to be taken care while being used. Future managers will be able to learn through words, develop a better memory, better syntax and their vocabulary. [...]
[...] This will result in better integrating new managers within the entity while giving them the key tools to better meet customer expectations. The workshop will also provide an opportunity to give them tools like a complete organization of services that meet customer also in case of error on the customer service support. A complete organization chart too will be given so that each manager can trace the necessary information to other services that could have collected. In fact, the latter will aim to facilitate communication within the company to once again be more efficient and thereby optimize working time. [...]
[...] As a part of serving the client it is essential to form case studies, applications of theoretical summary of the training . Therefore, future managers will put themselves through role play. Following this, it is necessary to discuss it in groups of providing managers. Background: First, managers distribute fact sheets of various possible situations between a customer and a manager of the company. Therefore, the role play begins. A future manager will act as client and another as its own leader. [...]
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