If you are a retail businessman or may contribute to a customer of a bank, you might find someone who grab the transaction queue. Without seeing others who lined up, they said to the customer service to be served first with reason for being in a hurry. Of course, the Customer Service refused and explained to follow the queue. But with arrogant they just get angry and cursed by reason of poor service, do not know the benefit of people, and so forth. In fact they were the ones who were in the wrong position.
At other times you find a customer who did complain a rising tone and angry because he had bought the product is damaged. Once in check by the Customer Service, it was his fault and not the product, but the users fault. The company is willing to help repair the damage the condition to pay the cost of repairs. But the customer was angry and felt that he was cheated and aggrieved because purchasing damaged goods and no warranty. They get angry until his voice booming around the room that makes all people see acting. They are self-righteous, but the truth is they are in a wrong position.
It is pure uneducated customers. Uneducated customers usually are lay people who tend to be lacking in education, and social contacts. As a result, what they do is an act that is usually egoist. They less able to control and use logic when they have problems. They cover the incapacity to use the words high-pitched and full of emotion.
To deal with these uneducated customers, need a very high patience by the employees on the front line. Explanations should be given extra care and patience, do not make them irritable or angrier. For if offended or getting angry, it is not the solution to be obtained, but the chaos in the work. However they are customers, if his heart is not purchased, they will consider us bad service, and they will tell their friends, and ultimately to the detriment of the negative image of our company. Good communication skills must be owned by a customer service or the salespeople to deal with customers like this.
Unlike the case with educated customers. Educated customers are the opposite of uneducated customers. Usually they are people who are educated fairly high, so it is able to control his emotions and use logic correctly. They understand the needs and interests of others in addition to his personal interests. They were willing to queue up when actually they were hunted down by time, because he understands that other people are in the same position. Logically long queue was his own fault for being late. Error perceived by himself, not imposed upon others.
Faced with educated customers even more convenient. The customer service or salesperson does not have to waste a lot of energy to explain a product. With little explanation they already understand. However, companies must be careful in dealing with this customer educated. The most important thing is not to lie to them. If they lied, then it would be fatal, and they will know if they are being lied to. To lie to the customers will be more educated endanger the survival of a business carried on, since they may have relationships unusually good and influential. They think about the service they received and seasoned with intelligent language will be can influence others.
True service to the two types of customers will provide benefits to the brand image of our business, but on the contrary, if the service is wrong, then they will be a boomerang and murderers of our business, although we know that it could be true that they made a mistake. Therefore be careful in serving customers. Prepare employees with sufficient knowledge of customer service and extending the exercise to serve. Never make customers disappointed!
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