Pauloz
Expert
Joined: 02 Oct 2007
Posts: 1160
Career Advice: +3/-0
Location: Sydney
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 Posted: Fri May 29, 2009 11:58 pm Post subject: |
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I've got 20 years experience in customer service, across a range of fields, and I can tell you now that the main problem with customers is their own lack of information. They start off with about half the story, plus whatever views they've formed of your services. Most difficulties with customers are caused by the fact that they've got something wrong, or have bad information, usually misinterpreted, or just plain wrong.
There are a few very basic rules to communications with customers, starting from scratch:
1. Ask questions. Don't give them a sales spiel until you're sure you know what they're talking about. Listen to what they have to say, before launching into a sale.
2. Don't talk tech to them until you're sure they understand what you're saying.
3. Present your comments one at a time, not blasting them with more detail than they can handle.
4. Being a customer is a learning process. Let them ask questions, because that will give you a very good indication of what they know and don't know. Most customer dissatisfaction is caused by what they consider to be lack of attention to their needs.
5. Be patient. Whatever the situation, don't push, particularly not to the point of generating any negative reactions.
6. Customers, by definition, are interested people. That's what brings them into contact, and that's what sells products. You need to develop that interest, in conversations, online, etc. Don't give them a sales pitch, but ask them, particularly if you're not sure, what their interests are.
7. In your line of product, you'll inevitably be dealing with people who are unfamiliar with your products. Uses for the products, explanations, etc, are the sort of things you can teach people. Take the time to develop a standard speech about basics.
8. Being self employed, you'll find, means that running your own business is a continuous learning curve. You need to build your instincts when dealing with customers, and to know how to approach situations. Experience will teach you that, and it will teach you to recognize customer needs before they do.
Don't freak out about any difficulties you're currently having. It's perfectly normal, and I promise you I got that 20 years experience the hard way. The trick is to be receptive, and to put yourself in the customer's shoes in terms of what they need.
You know what's possible, and what's not possible, and what the options are. That's where you start to achieve results, when you can communicate those things to the customer in a productive way. |
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