Over the years, companies have proven that on many occasions, their growth depends heavily on how they care about their customers.
On several occasions, I have found small companies where it seems that this item is not primordial, put technology, innovation and other aspects ahead of the lance to do business. This is not bad at all, but the fundamental thing must be to have a business plan where the customer’s attention is excellent and that this makes the presence of your supplier indispensable at all times.
So leaving the customer service strategy to the air becomes very risky.
Here I list 10 basic points of the Customer Service and that serves to analyze how our plans are:
Listen carefully to what your client needs: It is more important to listen than to propose.
Lead the conversation and support it in all areas, even if it is not yours: Help it, cooperation and integration of other activities, so you know more about your business and you can give opinions in other points.
Manage your needs and generate confidence for this: Become an analyst of your thoughts, and help you manage your needs and how to solve them.
Share information relevant to your brand: More information about other markets, brands, etc.
Open a good channel of communication: Generates large conversations between your Clients, talks about the scope and deliverables, and beware, one mail is not enough to have a good conversation.
Have high responsiveness, solve problems: This issue is of paramount importance; The contingency is very common and we must be alert to solve this at all times.
Do not promise what can not be: To be well, sometimes we commit ourselves to something that is not possible; Careful this can be counterproductive and make you lose the trust of your Client.
Monitoring: A vital issue for the area of customer service; Do not forget that you and your client care about projects and processes. So do not stop pursuing the projects of your Client and your brands.
Loyalty of the brand that you represent: The one who becomes an ambassador of the brand that you represent is very valuable for your Customer, and you will generate confidence and tranquility.
Take care of him and his business: Ask, inquire, know your processes in depth, ideas, needs, discover what else you can do for him and will never seek to leave you.
Do not forget that good care is a good image of who develops it.
And you? How do you build your brand?
Roberto González B.
Article Posted by InformaBTL Magazine, Fortune, Executive World & Marketing News