Are you satisfied with your customer service? Have you ever you felt insecure dealing with a client? Do you wish not to lose the nerves in stressful situations? Have you escaped negotiations at the last minute? This post is for you:
What will tell you in this article, are 25 keys that anyone who engages the customer should have among its qualities. Take a look:
25 skills for successful customer care
1. Learn to listen.
The customer is not always right, but surely does have much to say in your treatment, your product or your image. Listen and accepts the criticism 🙂
2. Create communication skills.
Use all channels that are within reach, but remember that in each medium, the type of communication is different. Maintain a consistent line of communication, but try to change the message.
3. Encourages the tranquility and patience.
An order that does not arrive on time, a failure in service … the customer can get nervous, and they are partially right. Try to put yourself in his place, and looking calmly the best solution.
4. Be honest.
A white lie can strain … but that is not the norm. Currently, a bad comment on social networks can derails an entire communication campaign.
5. Promise what you can deliver.
Follow the above advice. Be honest with the customer, and yourself. And if you lose a customer, try to retrieve it.
6. Become an expert, make your customers believe it.
Between being an expert and “selling smoke” there is a big difference, and customers will notice. Format establishes what your main priorities are, and make your customers see before them an expert in the area.
7. It offers solutions according to your customer profile. Adapt.
Looks for variations in prices, product type, distribution … The most profitable business models are precisely those who manage to diversify among their demand.
8. Transmits security and confidence.
A good company is characterized by better customers. If your attitude, how to operate and especially in the way of solving problems are a reputable company, you will have loyal customers for life.
9. Watch your body language.
Your expression, the way you dress, your appearance … not just talk about you. Also your company. Not the same work in a technology startup in a bank: always acts as your customers expect you act.
10. Develop the ability to work under pressure.
On some occasions, and increasingly often, we have to deal with the pressure of time, a boss, colleagues or even customers. All that prevents explode. Learn to work under pressure to be resolute and to remain calm.
11. Treat your client wish to treat you.
This idea, which seems so simple, often ignored. There is nothing worse than a rude and disrespectful person. certain failure.
12. Upgrade, you must be at the forefront. Be creative.
And not only for the sake of your client. Also for the sake of your company. If the customer sees a dynamic company, committed to the future, he will trust you more.
13. Always go one step ahead.
Returns to point 12. Upgrade. Read. Learn. Search market trends … be the last you allow even raise expectations or your client scenarios did not even know.
14. Learn from your mistakes.
Because we all make mistakes … know fit criticism, even loss of customers, will allow us to face the future more solvent form.
15. You must be a leader, this will increase your professionalism.
The authority and leadership is always well appreciated by customers, as it conveys security in our actions.
16. Generate a friendly environment.
Press a customer does not usually bring long-term benefits. Maybe in the short we get the goal, but if the client has felt uncomfortable during the sales process, you may as soon as possible, no longer a client.
17. Meet the company with which you work.
There is nothing worse than not knowing answer a customer question about our company. Learn the operation of your work. Learn from your peers, and transmits customer safety.
18. Manage your time. Get organized.
Each client needs a while. When you are one, focus on his attention, and everything else obvious. It is preferable to postpone a meeting, to take her out if you show little interest in your partner.
19. Create analytical capacity.
Perhaps the problem a customer is not isolated. Or maybe it is extrapolated to other areas of the company. Analyzes the problem, and think on a large scale.
20. Learn to negotiate.
Sometimes, customers need to feel highly valued. It’s time to negotiate. But beware: Before you start talking to the customer, be very clear what you are willing to negotiate and how far you can sacrifice without incurring losses.
21. It is persuasive.
Little to add. Find a way to influence your idea, but without being annoying.
22.- Study human psychology.
Generally it is a matter above all logic and empathy, but it is worth using psychology, as in Marketing, to convince the customer. There are very interesting manuals, speaking to you from how to boost your brand without the customer realizing, to the need to have an enemy (often imaginary) to strengthen your strategy.
23. It is tenacious.
Do not give up at the first. In fact, the first approach is usually score. And surely the first response is rejection. It is time to apply the other tips to achieve your goal.
24. Develop emotional intelligence.
Each client is a world … that may also change depending on whether you had a good day or just the opposite. Try to adapt to changing situations with a lot of empathy.
25. Close the deal.
It’s now or never. Here’s the deal I was looking for … let us join hands, and arranged. Surely 15 minutes you think you could have gotten something else … error. A deal is a deal, and there is no turning back. It only remains to congratulate a job well done.
If you are able to work and provide all of these skills, you will be the king of negotiation and customer service. Good luck!
Do you know more skills needed? Why not leave a comment? Sure other readers appreciate it.