Customer service, the client is always right
The success of a company depends on having precise information about its customers, knowing and maintain.
According to the Ama Association, the customer is the potential or real buyer of the products or services, so also, there are several references in this regard, therefore, we must have the concept of “client” well defined, which is the most important person in the business, we depend on him, it is our main objective, it is the soul of every business.
Thus we must know how to differentiate between what we offer and as we offer it, since this depends on our profitability, and for that our product must also have an excellent quality and good cost, therefore, we must always offer a comprehensive, friendly, respectful serviceand timely. To provide excellent attention, it is necessary to put into practice a series of personal skills based on communication, empathy and assertiveness
The triangle of the philosophy of the service of Karl Albrecht, defines the client as the service buyer to whom to identify and know, there must be a strategy to know it, which has two internal and an external orientations. The people and systems of the company must be committed to connect and provide good service.
The service cycle is made up of all moments of truth of the people who participate in the service, recognizing how they performed, their positivism or negativity, which focuses on improving our service and team work so that the customer stays orI am back. When there is a bad service, the company covers the losses for the income that will no longer be received. Workers should avoid being indifferent, negligent, abusive, forgotten and with little technical preparation, because it depends on the treatment that gives them the triumph or failure of a company, since the mistreated customer is a lost client.
As customer service strategies, it is essential to study its characteristics, needs, desires, etc., However, strategies and programs for complaints, suggestions and concerns for service improvement must also be created. Therefore, the service must be evaluated, permanently questioning the perception that customers have about the quality of our service and with the information that this evaluation should be generated.
John Hallward says: “For the consumer, the decision to buy a brand to the detriment of another is based on what it contributes to him on a personal and emotional level. The solution is to focus on the consumer and their emotions, personal values and personal motivation factors ”. Therefore, you should know how to apologize, know how to ask and replace, know how to align with the client, know how to examine options, know howHave the types of customers such as being, the submissive, the aggressive, the abusive and the chronic complaining.
For customer retention and loyalty, we must make our products again and not from competition, which is achieved with differentiation, without being basic in satisfying them by creating a positive impact with our service. The importance of conserving customers in our company lies qualitatively that it will not affect the image and quantitatively not to disrupt expenses to get new customers.
In conclusion, to achieve our main objective of achieving and retaining our clients, there must be a teamwork, of all the workers of the company, having a shared responsibility, generating a harmonious work environment, this type of work integrates and consolidatescompanionship and cooperation relations.
"THE CUSTOMER IS ALWAYS RIGHT"
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