Favor Located Me!

A strong woman right here! A very strong woman indeed! I am proud of the woman I have grown to become. I learnt how to let go of my fears, hurts and disappointments. I was never afraid to make mistakes.

 I leaned from them because I surrounded myself with positive people. People who will always look out for me even when I go wrong. This is to us! Cheers to better days ahead! Cheers to overcome hurdles ahead! To us! 🥂🥂🥂

How To Deal With A Customer

Hi Everyone, I hope you all had a fantastic weekend? This week i was really torn between a number of things because of some experiences i faced in the last few days. I really lose patience when i am treated badly for a service and i am sure a lot of you can relate to this. For instance you pay for a service and you are being delayed for no reason. Nobody comes to say anything to you and there you are...you have to go and approach somebody you feel you can talk to.

I came up with some points points on how to deal with a Customer.

1. Put yourself in their shoes.

This point is very important to me. Tell you what, anytime i have to deal with a customer be in on phone or in person i always do what i call mental-switch. This helps me try to understand what the customer is going through and how he/she will appreciate my assistance by treating his complaint with a sense of urgency and not forgetting to empathize with him just for him to know i understand what he is going through and that is why i am here to assist.

2. Apologize without blaming

I know a number of customer service personnel's apologise to you and you can tell in their voices that this apology is fake. lol You can refer to 5(C's) Know how to apologize to learn how to apologize to your customers without being fake or trying to push the blame for the issue.

3. Good Communication

When really examining what customer service is, there is no avoiding communicating. Knowing how to phrase and pace what you are saying with both customers and other employees is crucial. Through the use of positive language, it is possible to persuade customers and create a perspective through which they view your company and it’s culture. Additionally, it is useful to be able to ‘read’ your customer, and appropriately communicate information to them. Everyone responds to situations differently, and if you can account for how someone may react, you can properly assist them.

4. Give them priority and Respect their boundaries

Every customer loves a 'VIP' treatment. Isn't is true? of course we all do. some customer service reps must also try to respect the boundaries of customers. If the customer doesn't want to give you enough info about some personal or sensitive details please don't push it. It will get him angry the more. Like i mentioned in Equal treatment/Not 1 all customer react differently to issues. You will need to use your capacity as a customer service person to know what to say and what you shouldn't. Customers want to be treated with respect and with importance.

5. Have an Open mind and a will to learn.

Finally, an essential customer service skill involves an open mind and will to learn. No matter the industry you are in, or the profession you occupy, you should never lose your willingness to learn. By remaining open to concepts and changes to process, you will become much better at what you do. If you have no interest in getting better, which i doubt there is someone else who does, and they will come along and take your customer. Believe it or not there is a lot to learn from the other side as well and I don't hesitate to learn more from customers in my daily interactions with them.

I want to urge you to read more and learn how to adjust with customers if you find yourself in this field. I bet they have mood swings too lol. They are happy today, tomorrow they aren't but always keep in mind that the ultimate is the customer's satisfactions and awesome customer experience. There are a lot more ways in dealing with customers but i decided to touch on just 5 this week. I will be looking forward to reading from you about some ways you feel we can deal with customers to make them happy in order to keep using your product or service.

Keep being awesome!

Yours Truly,

Ese

Customer Support Associate

DreamOval Limited

Customer Support secrets - Equal treatment/Not 2

Last week on our discussion about Equal treatment/Not remember i mentioned that there were 2 sides of this topic for me? I appreciate all your kind words and thoughts you shared with me on the various subjects. In last weeks post of Equal treatment/Not 1,   We also established that it is very important to treat all customers with respect and not to judge customers by their looks and how much they can afford for your service or not.Today we are doing to look at the other side of the coin.

The Temperament Factor

I could say a lot about this exact phase. Customers are either angry, frustrated or just need some kind of clarification when they get in touch with you, as a customer service personnel.  I do not think customers should be treated same way. In the sense that each customer reacts differently to submissions. Like i mentioned in Know How To Apologize, some customers do not care for an explanation when things go wrong, all they need is a solution. All customers are different. The line you used for Customer A , may not work for Customer B he may find it offensive or feels he's been ordered. Let your delivery make the difference.

Psychologists have also identified personality traits that are common to all temperaments to a greater or lesser degree: extroversion, agreeability, openness, stability and conscientiousness. When hiring customer service reps, consider their levels of extroversion and agreeability because anyone who deals with sales or customer service must have the ability to get along with other people. Not everyone can handle customers. Stability and conscientiousness relate to performance on the job, such as arriving on time to work and taking care to perform the work they were hired to do. Openness is not necessarily a good trait for a customer service rep because a very open person may talk about extraneous things that should not be part of a customer service conversation. As a customer service rep you need to know what to tell the customer and not what to tell with regards to being open and truthful.

I get confused when some people share with me that they do not like how they were treated as a customer for a service and others say otherwise, and this is me wondering someone actually got a preferential treatment when someone didn't lol. You need to always encourage customers to come forward with problems. Know how to deal with them, treat them seriously, fairly, quickly and of course with respect. Customers will always come back.

Encouraging Customer Loyalty

Most customers are also aware that that some organizations have reasons for treating best customers differently for various reasons;  to enhance their loyalty and because Top customers are more likely to refer additional customers or just because Customer who are given preferential treatment serves as an incentive for regular customers to patronize more.

And please don’t get me wrong here, because ranking customers by their value is indeed a necessary step in setting up a customer-centric marketing program. But while it's necessary, it's not sufficient for long-term success. It isn't likely to generate much customer goodwill or genuine, emotional loyalty, and it will leave you competitively vulnerable to some other company that can better tailor its own offerings to the more finely differentiated needs of your customers.

Equal treatment or not, should only open our minds to the fact that whiles it is very necessary to treat all customers with respect and as a sense of urgency, you will also need to be sensitive in your deliveries to customers to be able to tell what works for one customer and what doesn't for the other.

Looking  forward to your thoughts.

Keep Being Awesome!

Yours Truly,

Ese😘

Customer Support Associate,

DreamOval Limited