In our previous post, we discussed how to define your company’s goal and the first step in creating a strong customer service plan.
We’ll talk about the second trick today—that will turn your satisfied consumers into enthusiastic fans. It’s critical that you understand what your clients desire. Get to know your clients so that you can provide them with superior service. In this case, demographics are very significant. A fifty-year-old blue collar worker will not have the same expectations as a thirty-something upper-class woman.
When developing your customer service strategy, you should consider the following four factors to find out what your customers want:
• Pay attention to what your customers have to say;
• Ask genuine questions of them;
• Provide more than just a product or service;
• Know when to ignore them.
When determining what your clients desire from their purchasing experience, these are all crucial considerations.
Pay Attention to Your Clientele
It’s important to pay attention to what your clients say as well as what they don’t say. Clients may claim to want one thing when they actually want another. For instance, if your clients are expressing a desire for reduced costs, more investigation may reveal that delivery speed is actually more important.
Don’t forget to pay attention to your “silent” clients. These are the clients that have just given up and don’t think their voice matters because the service is so poor that they don’t even bother to complain. They believe they are undervalued and that they will be permanently lost if a competition enters the market.
Lastly, you should pay attention to clients who merely say “fine” in response. These consumers are comparable to the “silent” customers in that they are unable to be bothered to voice their genuine opinions since they have become accustomed to receiving subpar treatment.
Sincerely Inquire of Your Customers.
When you ask a consumer for their input, they will be able to tell if you are not being serious. “What about the customers who aren’t saying anything?” may be on your mind. You must pose real questions to them, ones that make them reflect on their past experiences. Give them the impression that you genuinely care about their opinions—because you should!
Give Something More Than Just a Good or Service
Your clients are searching for an experience that makes them feel good, not just a straightforward good or service. They assign grades at each stage of the procedure. They will stick with your business if you take this into account and treat them with respect.
Know When to Set Them Off
You could believe that this goes beyond offering excellent customer service, but in actuality, you can’t satisfy everyone and you can’t meet all of your clients’ needs. You must establish and uphold boundaries. Customers are probably not a good fit for your business and would be better off somewhere else if your company and its goals don’t meet their needs.
These are the methods and techniques for determining the needs of your target audience and how to apply them to your customer service strategy and vision.
Please get in touch with me if you need assistance getting through a step.