Ever heard of the term "the customer is always right" or some variation of that phrase? Well, it could be applicable to your online business as well, right? So, you want to learn how to look after a customer the right way.
When you go into an after-sales situation with a customer, it can often be very overwhelming at times. The customers are waiting on the phone, they have bought something or maybe something is in the mail. In many cases, the customer who is waiting will not buy anything - the foolish salesperson might see the customer as "useless" in that sense. Far from it. Happy customers advertise your business to their friends and family. Unhappy customers do the opposite - they steer people away from your business. How you handle after-sales conversations is absolutely vital in that sense.
Never interrupt your customer. Whether you're in a store or not, it is important to let the customer talk to you and listen to what you have to say. Remember that if there's a problem, letting a customer talk is a way to let them vent their frustrations.
Always be available to the customer. There's nothing worse than being frustrated by the fact that a company is uncontactable when you have a problem. So, always let them know you are available by having a phone number and email listed on your website - and ensure you have someone to respond quickly to phone calls and emails.
Even when a customer is technically wrong on a point, it's important that the salesperson keeps a high level of empathy and understanding with the customer. Yes, customers can sometimes embellish the truth a tad (there, I said it!) to make a point, but the salesperson must remain calm and empathetic at all times. Such conversations aren't about "who is right?", they are about "how can we satisfy the dissatisfied customer?".
As you can see, there are many ways to look after a customer. Keeping in mind the needs of your customer and keeping them happy and satisfied is going to be one of the most important aspects of running a successful business. So, keep your eye on them. Many times a customer will do whatever it takes to be able to buy from you again - remember that happy customers ultimately become your greatest salespeople - recommending your products to their friends and family. Article kindly provided by pauljohnandco.co.uk