JumpStart Thursday: Motivational Quotes for Great Customer Service
“Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them.” – W. Edwards Deming
Get to Know Your Customer Day is January 19th. In these challenging times, it is extremely important that we know and understand our customers so that we can take of their needs. When we achieve this, we achieve the competitive edge in the marketplace.
The following is a customer service article that will help you know your customer better and be in tune with their needs:
During our recent online poll, we asked the following question:
What upsets you the most when receiving poor customer service?
Eighty percent of the poll participants said the “I don’t care attitude” of the person serving them upsets them the most.
Businesses lose billions of dollars of revenue each year because customers feel the organizations don’t care about their business enough to make an effort to keep them. It takes five times more effort to win over a new customer than to keep an existing customer.
Then why does this happen? No training or poor training has a lot to do with it.
Here are five secrets to showing your customers you really do care about their situations when interacting with them:
- Listen! – Take the time to listen to the “pain” the customer is trying to share with you. There is a reason why we have two ears and one mouth. Listen for the content and not the method of communication the customer is using. Use active listen skills such as
- Nodding your head
- Leaning forward to show interest
- Saying “I hear what you saying,” “I see what you mean,” or “tell me more”
- Stop doing something else and devoted all your attention to listening.
- Look at the customer
- Be patience and not interrupt the customer before adding your thoughts
Read the rest of the article at Get to Know Your Customer.
