Customer Centricity - How to Deal with Your Customers?
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The document provides tips for dealing with angry customers and meeting customer expectations. When an angry customer contacts you, follow the ASAP technique: apologize, sympathize, accept responsibility, and prepare to help. Customers expect knowledgeable employees who can address their needs, treat them as valued customers, meet their needs, and quickly access information. The document also lists magic words to use with customers such as "How can I help?", "I will take responsibility", and "I appreciate your business".
Customer Centricity - How to Deal with Your Customers?
- 1. How to Deal with Your Customers?
- 2. What to say when dealing with an angry customer? Angry customers are the most difficult to deal with because any wrong word or sentence and you can be sure that you have lost a valuable customer. So, what is the right way to deal with them? Follow this techniques-ASAP • Start with an ‘Apology’ • Sympathize • Accept Responsibility • Prepare to Help
- 3. What do your customers expect from you? When asked about the dimensions of services U.S. customers expected from the companies, they listed down various characteristics. The top 5 important ones being- • Has knowledgeable employees • Addresses my needs on first contact • Treats me like a valued customer • Demonstrates desire to meet my needs • Can quickly access information
- 4. Magic Words to use with your customers “HOW CAN I HELP?”
- 5. Magic Words to use with your customers “I CAN SOLVE THAT PROBLEM.”
- 6. Magic Words to use with your customers “I DON’T KNOW, BUT I’LL FIND OUT.”
- 7. Magic Words to use with your customers “I WILL TAKE RESPONSIBILITY.”
- 8. Magic Words to use with your customers “I WILL KEEP YOU UPDATED.”
- 9. Magic Words to use with your customers “I WILL DELIVER ON TIME.”
- 10. Magic Words to use with your customers “THE JOB WILL BE COMPLETE.”
- 11. Magic Words to use with your customers “I APPRECIATE YOUR BUSINESS.”
- 12. THANK YOU