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
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