Humans are different in their ways of philosophy and judgment, this
is the rationale why every entity must be taking politely in rendering
of services, the other party – customer should courteously be addressed
not just for the immediate gain the business stands to get but for
further value. Like the saying ‘Customers is always right’ it’s a very
breathtaking phrase that must continually linger in the heart of every
employees of an ultramodern firm. No matter the condition of the
infuriated customer, the organisation must take it as a boulevard to
always please.
Remaining calm – This is a way of getting the customer communicate his / her grieve on the specified product, services or whatsoever related to the company, at this point its required of the staff to do ever thing possible to maintaining peace.
Avoid being personal – we have seen a case where the grieved customer who want to even pull down the office structure, not to talk about the company’s representative standing/ attending to him/her. However, the staff must take it as a duty to not take all this personal but try as much as possible to curtail the customer.
Use your best listening skills – This an important skill required of every staff in dealing with customers. In other to correct or get the customer trust back, it’s required of the staff to listen attentively and know where he/she may be of help to the customer. The reason been that, the staff cant’ afford to get the irate customer to explain him/herself again.
Be in Sympathy – On the process of performing the immediate above point; it’s required of the staff to sympathies with the customer via facial expression, nod and even hum while listening so that the customer will realise that the staff is willing to not just listen but solve.
Apologies and elucidate – After the customer is through with their reasoning for their dissatisfaction, kindly apologize, even if there's nothing to apologize, thereby, relaxing the customer’s mind. Thereafter, it beholds the staff to point out the salient points and step into the situation for solutions. The staff must take this as a call to duty to solving the issue within a time lag.
Follow-up – Customers enjoys it more when company’s representatives understands and tailor their needs, however, it’s obligatory of the staff to profile and continually act on behalf of the company even after providing the immediate solution(s), and in turn make the customer recuperate confidence again.
Service providers must ensure to continually have the customers in mind, as this will make both ends happy and in turn keep the entity running. So, hopefully we have done the seemingly impossible and identified the necessary steps that every entity requires to maintaining its existence.
Remaining calm – This is a way of getting the customer communicate his / her grieve on the specified product, services or whatsoever related to the company, at this point its required of the staff to do ever thing possible to maintaining peace.
Avoid being personal – we have seen a case where the grieved customer who want to even pull down the office structure, not to talk about the company’s representative standing/ attending to him/her. However, the staff must take it as a duty to not take all this personal but try as much as possible to curtail the customer.
Use your best listening skills – This an important skill required of every staff in dealing with customers. In other to correct or get the customer trust back, it’s required of the staff to listen attentively and know where he/she may be of help to the customer. The reason been that, the staff cant’ afford to get the irate customer to explain him/herself again.
Be in Sympathy – On the process of performing the immediate above point; it’s required of the staff to sympathies with the customer via facial expression, nod and even hum while listening so that the customer will realise that the staff is willing to not just listen but solve.
Apologies and elucidate – After the customer is through with their reasoning for their dissatisfaction, kindly apologize, even if there's nothing to apologize, thereby, relaxing the customer’s mind. Thereafter, it beholds the staff to point out the salient points and step into the situation for solutions. The staff must take this as a call to duty to solving the issue within a time lag.
Follow-up – Customers enjoys it more when company’s representatives understands and tailor their needs, however, it’s obligatory of the staff to profile and continually act on behalf of the company even after providing the immediate solution(s), and in turn make the customer recuperate confidence again.
Service providers must ensure to continually have the customers in mind, as this will make both ends happy and in turn keep the entity running. So, hopefully we have done the seemingly impossible and identified the necessary steps that every entity requires to maintaining its existence.
Modern business requires the proper management of customer, no wonder they were referred the "King of business"
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