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InfoPress Network » Business » Customer-service » The Customers Six Basic Needs

The Customers Six Basic Needs

FULLFILL THE CUSTOMERS SIX BASIC NEEDS

Go beyond giving customers what they ask for by fullfilling their six basic needs: friendliness, fairness, understanding, control, options and information.


PROJECT A WINNING TELEPHONE STYLE

Smile when talking on the phone to make your voice sound friendly. Remember, 86 percent of the message customers receive on the phone comes through your tone of voice. Answer the phone within three rings and give an inviting greeting such as, "Event Planning Services, how may I help you?" If you need to put customers on hold, always ask permission and wait for a response.


DELIVER MORE THEN YOU PROMISE

A client want's a special delivery by 3 P.M. You think that's possible, but you're just not sure. what's the best solution? Guarantee delivery by 4 P.M. and get the delivery there early. You avoid disapointing the client and you deliver more then you promise. This example fits the same in the DJ industry. There is so many tools we have available that can enhance the service we give to our clients. Rather it be adding in a light show, or giving the couples a CD of their special songs they danced too.

 

MEET YOUR COMMITMENTS
Always return customers calls by the time you promise-even if it's only to say that you don't yet have the information and will get back to them later. Your credibility depends on how well you follow through on your commitments.

 

EXPRESS EMPATHY

Show customers that you are interested in solving their problems. Say things like, " I understand why you feel that way," "I see your point of view," and "I'm sorry that happened".


TALK SMART

Don't us negative language. Use constructive smart talk instead. Rather than saying " I can't do that,: give customers alternatives by telling them what you can do. Focuse on the positive.


GO THE EXTRA MILE

Offer free lighting, music cd, or an extra hour for DJ service. Little things means a lot.


MAKE EYE CONTACT

When customers approach you, look them in the eye withing 10 seconeds. If you're busy helping another customer, look up and and tell the apporoaching customer that you will be with them in a shortly.


GIVE CUSTOMERS CONTACT INFORMATION
Within the first few minutes of calling customers, give them the phone number where you can be reached. If you get disconnected or customers need to call you back, they'll be able to find you.


ROLL OUT THE RED CARPET

Treat customers as the most important part of your business. Make them feel needed and wanted by giving them the time, attention and understanding they deserve.



Article Source: InfoPressNetwork

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By Suzanne Martin





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