Ponuda je danas toliko velika da se kupci često ne mogu odlučiti kome ukazati povjerenje. No, bez obzira na raznovrsnost ponude, ono što kupci zapravo žele jesu ljudi koji će im pružiti iznimnu uslugu. Kako to postići?
Customer service means not only doing things for customers, but doing them extraordinarily well. You should go beyond what is expected and in that way you will add value and integrity to every interaction. You will discover best new ways to delight the customers you serve, only if you are at your best with each and every one of them. Take care of the customer like you would take care of your grandmother and you will surprise yourself with how much you can do. However, if you come across a dissatisfied customer here’s how you should react to their complaint:
Listen intently.
Take quick action.
Thank them for expressing their needs.
Apologize.
Seek the best solution.
Reach agreement.
Assure yourself that the customer is really satisfied. Contact him / her again. Many dissatisfied customers just quietly take their business elsewhere. Those types of customers are generally known as the meek customers. Here are some other types of customer you are bound to come across. The aggressive customer complains, often loudly and at length. The high-roller expects the absolute best and is willing to pay for it. Most probably complains in a reasonable manner. The rip-off’s goal is not to get the complaint satisfied but to constantly repeat “not good enough”. The chronic complainer is never satisfied; there is always something wrong. Do you recognize any of your clients among the types just mentioned?
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