To provide excellent customer service, you need to match the priorities of your organisation with the priorities of your customers.
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At a minimum, you should be sure that you are meeting customers’ basic needs.
- Friendliness: Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with a smile. We all want to be acknowledged and welcomed by someone who is glad to see us. A customer should never feel they are an intrusion on your work day.
- Understanding and empathy: Customers need to feel that you understand and appreciate their circumstances without criticism or judgment.
- Fairness: We all need to feel we are being treated fairly. Customers may get annoyed and defensive when they feel they are subject to unfair treatment.
- Control: Control represents the customers’ need to feel they have an impact on the way things turn out.
- Options and alternatives: Customers need to feel that other avenues are available to getting what they want accomplished. They realize that they may be in unchartered waters, and they depend on us to be “in the know”.
- Information: Customers need to be educated and informed about our products and services, and they don’t want us leaving anything out!
Every customer in will have certain needs that have to be met in order to feel that they can walk away from a transaction satisfied. This is something that the best salespeople and any kind of staff will look to achieve at every opportunity. The customer’s needs fall into two main categories – basic needs and specific needs.
Whenever the customer comes to the store, they must leave with their basic need satisfied for the transaction not to be considered a failure. The other needs are more negotiable.
Basic needs are those needs which are absolutely essential to the transaction, the customer’s reason for coming to the store in the first place. Their basic need may be something quite specific or something vague which they need your help to formalise.
A basic need might be something like “I really need a GPS system for my car, can you help?”, or equally it could be “I am having problems keeping my car windshield clean, what would you suggest?” Over and above this there may be additional things that they need, but the basic requirement is the thing that they state in their approach to you.
Meeting these needs is absolutely essential when creating an awesome customer service experience, and the important thing is that no matter how large or small those needs are you meet them with the same enthusiasm and manners.
You may not get much commission on the sale of a really basic, inexpensive item, but the customer will remember their experience more positively if you are prepared to smile at them and treat their needs as though you consider them every bit as important as any other customer’s.
The next time they come back, there is every chance that their needs will be for something that costs ten times as much. If they were happy with how you dealt with them before, chances are that they will seek you out again.
Pdtraining delivers 1000’s of professional development courses each year in Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth, so you can be assured your training will be delivered by a qualified and experienced trainer.
All public Customer Service Training courses include am/pm tea, lunch, printed courseware and a certificate of completion. Customised courses are available upon request so please contact pdtraining on 1300 121 400 to learn more.