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customercare

Customer Service Builds Trust

The above definition is what you are trying to achieve when dealing with people. It pretty much cements a transaction. When you wade through all the theories, methods, and definitions about selling, it boils down to gaining trust.

As one of the best contact directories in UK TheContactNumber admits, honest, sincere, empathetic service can establish the all important trust that makes customers do business with you. So, what is the “right” customer service? This is where I take a different perspective from many others.

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Contrary to what you may have read or heard, there is no step1,step2, step3 system that will effectively deliver proper customer service. The best way to deal with it, that gives you your best chance of customer satisfaction, is on a one-on-one basis. In other words, there is no one size fits all system that does a good job. I’ll rephrase that. One-size-fits-all customer service policies are a recipe for disaster. I know this from my own experience. You think you can have a set of procedures to handle service and next thing you know a customer comes along with a different situation that doesn’t fit the rules. How do you satisfy them now? This is one of the most prominent reasons why many businesses actually have poor customer service even when they feel they are making an effort to provide good service.

When trying to sell to customers, aren’t you dealing with them one-on-one? I don’t think most places do group sales! So why would you implement service policies that try to cover all types of customers with one set of rules?

Let me interject here. I define customer service from the standpoint of how you handle your customers during the sales process to how you handle them after the sale with possible problems or concerns. Also, I assume you read my blog because you sincerely want to help people with your product or service and not just take their money and run. The helping motive is what gets them to return to you next time. Good luck with the other attitude.

Back to trust. Most customers have a built-in automatic crap detector. They will quickly sense your sincerity or lack thereof. Sometimes they may overlook your lack of good service and do business with you anyway. Lucky you! But you will not necessarily build loyalty this way. (You can take that statement to the bank). No loyalty, no trust = it doesn’t take much for them to do business somewhere else. You become 6 of one or 1/2 a dozen of the other. (generic).

The trick is to handle each customer and their concerns as if you are doing something special just for them, which is as it should be, and do it in a way that they sense this.

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Here is why the one-size-fits-all system can cause heartaches. People change moods. They may do this right before your eyes. They may walk in happy but change to angry sad or whatever, depending on what you say or do. But you can never know. You do however have to learn to adjust to this behavior. It takes some experience with your people skills but it is learnable. If you want to!

So, after you’ve spent your bazillions of research dollars trying to figure out people’s buying habits, they can simply change those habits in a millisecond because their mood shifts.

I say, from my experience, don’t waste your time or money trying to change human behavior. Use your time and money to figure out how to deal with ”what is”. It’s time and money better spent.

Your never going to get a system or philosophy that approaches 100% effectiveness, but you can learn to do this customer service stuff way better than most others out there, if you really want to.

 

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