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My Customer Services Style The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers. Communication is the first medium for dealing with the customers and is the most important one. Communication styles …show more content…
During the communication I often express the emotional opinions about the products and services to develop an emotional connection between the customers and the products or services that I am supposed to offer them. This communication style has helped me in my career as this style makes a lot of customers feel secure and safe. During the sales jobs, there come a lot of situations where certain issues are raised by the customers and they want solutions for those issues from the representative. The solutions cannot be provided if the representatives themselves do not have the solutions. For this purpose the problem solving inventories are created. The problem solving inventory that I utilize has the solutions for the problems that the customers have been interested in in the past. Having the problem solving inventory is one thing and being able to use it for the best in the best way possible is …show more content…
Besides this the external noise and divided attention can offer hindrance in the active communication. For this purpose I separate myself from all of my surrounding while I am communication with the customers to make the communication exemplary and effective. when I am on calls with the customers, I prefer no one interrupt me during my communication and when some does I simply ask them to wait and in case it cannot wait I put the customers on a short hold for a couple of seconds and never try to communicate with two separate parties at a
Selling with emotions becomes an important aspect of your life if you are an entrepreneur. Being an entrepreneur you got to pitch your product with emotional touch. When you are on the stage and your convincing your audience your convincing them with your emotional speeches. The features are not enough if you got to sell you got to connect with your primary market. Your
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Customer service is critical to any business small or large corporation (SBA, n.d.) Customer service could be the best tool for a small business. The smaller the business the better customer service and customer interactions could make up the difference of the brand of a company. It is difficult for a small business to compete with the large businesses in the purchasing power and pricing of the merchandise. An American Express study revealed that 70 percent of consumers would be willing to pay more for good customer service. Customer service is critical to any business as good customer service could benefit with the more customers being happy and spending more money and doing advertisement for your company. The bad customer experience could
Problem Inventory Analysis: This is a method where employee can make a list of questions about the product & discuss it with the customers & can come up with totally new product idea (Pierce,
Introduce the product to them and tell them how good the product is. To build long lasting customer relationships and also provide update about the product or after sale service. human resource considerations: A good relationship can be built between employee and customers throughout communication and customers can know clear and more information about the product which they wish to know. This is also a good way to reduce advertising cost and customer also benefits from convenience and personal attention they receive.
Peterson provides two platforms of communication. The first platform is primarily focused on the engagement of dialogue in which parties are sending and receiving information. The second paradigm is an emotional response within the communication dialogue. Both platforms of communication promote the depth of an intimate relationship amongst the parties involved. Therefore, placing trust and shared values in an emotional context within the communication process widens the information process by making it an uncomplicated method.
The key success to any business transaction is customer satisfaction. A customer always demands the best service and in return offers the company their loyalty. The key to this; great customer service. Smile at the customer, speak to them with a polite tone, and adjust your body language to make it friendly and approachable; all these are related to the concept of emotional labour. Emotional labour proposes that in order to ensure customer satisfaction is achieved, it is vital for “managers or employers to regulate or manage employee’s behaviour or emotional expressions to ensure service quality” (Chu 2002). The concept of emotional labour was first developed by Arlie Hochschild, who was an organizational sociologist. Hochschild stated that if an employee was employed in a service field, then it would be required from the employee to “to display specific sets of emotions (both verbal and non-verbal) with the aim of inducing particular feelings and responses among those for whom the service is being provided”(Hochschild 1983).
Many people say that manners are on a decline. It is perceived that people are generally rude. I'm here to report that this is not true. In my two and a half years of experience in retail, I have met and dealt with hundreds of people. I have found that as long as you are courteous, trustful, and empathetic, people can't help but reciprocate these feelings towards you
Communication is the process of conveying information to each another using words, actions, or by writing the information down to be read by another person. Communication is something that most people do at some point each day, and is an important part of life especially in a working environment. “The concept of communication is an essential part of every profession, and it is required to foster and maintain healthy relationships”( Jasmine, 2009, para. 1).
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
Customer relations techniques include a number of skills, such as effective verbal and non-verbal communication, ability to ask relative questions, to be attentive, knowledge of different people and cultures, knowledge of where services and products are available from, problem-solving and decision making skills. Customer relations involve understanding the local and international visitors' needs, providing appropriate service, and handling complaints and feedback.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
In a business, communication not only takes place between the business and their buying customers, but also with their suppliers, within themselves and all of the stakeholders involved in the business. This includes all of the internal and external customers.
Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.