Great Customer Service Training
How to Give Customers What They Want and Keep Them Coming Back For More!
A key characteristic of a successful business is its ability to give clients what they need in a way that keeps them coming back for more. The concept seems easy enough, but how does one actually go about doing it?
There is a lot to consider when providing for a client; not only do you have to keep the needs of your sales leads in mind, but you also have to know the limits of your company and your sales associates. It's a lot to think about for just one customer, isn't it?
Not really. People become lifelong customers for very simple reasons - respect, commitment, and understanding. Offer these basic human needs to customers and they will come back for more.
Respect. Exactly how does one respect a client? By providing an experience at the point of sales in which he or she feels free to make choices. This means not pressuring clients when they are hesitating. If your sales associate doesn't push, your customers will feel respected and will respect your sales representative for giving them the time to think. They will leave with a good feeling and choose to do business with your business and your sales representative again.
On the flip side, make sure you provide your customers with abundant information about what you have to offer them. If they have questions, no matter what they are, be willing to answer them honestly and concisely. If you don't know the answer, volunteer to find out. They will appreciate your honesty. When you actually get back to them with the answer, you will win them over.
Commitment. By staying in touch with your clients, you exhibit a commitment to keeping your clients happy and involved. When we commit to our customers, and to supplying them with the best, they will commit to our products or services. You can show your commitment with an email to let them know about changes in your business and specials you are offering, or by steadily supplying them with information that helps them make better decisions.
Understanding. Probably the most challenging service to offer is understanding. To fully understand the client's needs, a company must first understand the needs of the target population as well as those of the accessible population. Once a clientele is established, it's time to learn the needs of each client individually.
Some clients will walk in knowing exactly what they want. Others will be seeking ideas.
Understanding where each person is coming from will make him or her a return customer. For those clients who know what they want, offer them what they are looking for, and then let them know what else you can offer. You will have met their expectations, but will have also gone out of your way to truly understand their needs. For those clients with only a vague notion of what they want, spend time asking questions and guiding them to a decision with which they feel comfortable. If clients feel understood and have their needs met, they will be lifelong customers.
Customers have the power to make or break a business. If customers enjoy the time spent with your business, they likely become repeat customers and will tell others about their experience.
We must remember that clients are people; treating them with respect, understanding, and showing a commitment to their happiness will create an atmosphere where people want to visit.
Customer service training for your employees that teaches them these principles is crucial. If there is ever a question of what to offer a customer, do one simple thing; think of a good business experience you've had in the past--a company you regularly visit or have referred to friends--and offer that to your clients. If you choose to provide for them, they will choose to come back to you.