Early on in my recruitment career I was provided with leads to generate business but I knew at some stage I would need to get away from the telephone and the cold-calling monster and do what others were not doing, i.e. knock on doors and make face to face introductions.
It is the passion for what you do, who you are and who you work for that will help you succeed. It is not about the money – that is a secondary factor.
When you go about your work in a positive and enthusiastic way, your new customers will see how much passion and interest you have in THEM. This is how I nurtured relationships with my new customers.
Treading the streets of my City and the West End of London with “dogged” determination, I knew I had to persevere. I needed to develop and build a client base in order to establish business and to stay in business myself!
If you believe in yourself, your concept and your product it’s amazing what you can achieve.
Once a customer is established you should prepare yourself to stay engaged by regular contact, whether they make frequent purchases or not. You are in this for the long haul. Learn their needs, wants, likes and dislikes. Get to know your customers.
Great salespeople keep updated files on their customers; birthdays and anniversaries are tracked, frequency of purchases monitored, etc. They also send a thank note or card or just to say “how are you?” Let your customers know you care and value their business.
Here are 4 must-have customer service skills you need to be successful…
It doesn’t matter what industry you are in. Customer service skills are transferable to any other business, private or public. The focus must be about customer service, the customer experience and the customer’s satisfaction.
Be proud of what you offer, never promise what you cannot deliver and always look for ways to please your customer within the demands and ability of your business.
Put your customer’s needs first, this leads to repeat business when they return again and again. An added bonus is their potential to tell others to use your product or service. Word of mouth is your best recommendation.
Welcome First With a Smile:
Even when speaking on the telephone your smile can be “heard” on the line. Address the customer’s needs personally, don’t pass it on unannounced or to the wrong person. Be available, interested and actually listen to your customers.
STAR – Situation – Task – Action – Result:
Business is built by establishing and developing a firm customer relationship – an experience. Listen to gather information needed to determine the situation of each customer, work out the task ahead of you and take appropriate action accordingly to make the best outcome/end result.
Meet your customer needs – this is their first experience with you. Maintain this experience by building rapport and a relationship beneficial to both sides.
Wherever you can, exceed your customer’s expectations – “go the extra mile”. This is what makes your customer service stand out.
When you really know your customers well you can almost second guess what their wishes and needs will be. This will help you manage and lead your customers to additional products and services your business can provide.
This creates added value and more reasons for your new customer to stay with you long term.
In conclusion: we must remember that customers are unpredictable, affected by changes, good and bad. How we adapt to this unpredictability will set the tone of business yet to come. And your customer service skills will be the reason it works!
About the Author
As a trainer, coach, mentor, leader and team player she was “recruited” by Ritz Recruitment as a senior consultant/trainer to lead a team which developed the careers of new consultants. Lynn continues her work in the customer service field by providing a voice of experience to those in need.
It is my pleasure to be able to share this guest post from Lynn.
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