Errors in the service to the client
16 January 2009 - 17:01
We see next some of the main errors that usually are committed as far as which to the service or attention to the client, talks about:
Lack of qualification
An error common in which to the service to the client it talks about, is not to enable our personnel so that it offers to a good service or attention to the client.
Not only we must enable the personnel who has frequent contact with the client, but all our personnel must be enabled and trained in offering a good service, from the personnel in charge of the security, happening through the receptionist, to the general manager.
For this, it is not necessary to have to register to our personnel in courses or in good condition to engage a specialistic instructor the client, is enough with making small meetings weekly, where we pruned to speak on the service to the client which we are offering, how we can improve this service, what opinions we have gathered of our clients, etc.
We must avoid that our personnel is apathetic, disinterested and disinformed at the time of dealing with the clients. And rather, we must try that always one is amiable, I solicit, informed, and that always greets, says thanks and shows a sincere smile.
A personnel without qualification in the service to the client is the best way to lose our clients.
To discuss with the client
Another common error as far as the service to the client, is to discuss or to argue with this one.
Before an opinion, objection or reclamation on the part of the client, we must discuss nor never argue with him, we must maintain the calm and always show calm attitude and of dialog.
We always must be amiable over the circumstances. Before some opinion, objection or reclamation of the client, who we do not consider valid, we must respond courteously and make him understand that we respected its position, but we did not share it.
We always must have present the phrase “the client always is right”, although in fact it does not have it.
To discuss or to argue with the client not only will make us lose definitively this client, but it is very probable that it speaks bad of us to other consumers.
Too strict policy
Another error in the service to the client is to accept the policies of the company exactly and not to make concessions when the client requests them to us.
We always must be arranged to be flexible, not to too much fit to the rules or policies to us of the company, and to make concessions when we created advisable, for example, we do not have to say that we only accepted a certain type of currency, or that the menu of our restaurant cannot be altered.
We must avoid the phrases “is the policy of the company” and “if I do this by You you would have to do them by all”, and to develop flexible policies that allow a better treatment to the clients, and avoid that these end up looking for other businesses.
Not to fulfill a promise
Another error in the service to the client, is not to respect the promises that we do our clients to them.
If we promise to the client to carry out a work or to give an order for a certain day, we must exactly fulfill the work or the order for this day.
In order to obtain it, whenever we promise something, must make sure that really we will be able to fulfill it.
In case we created that we will not be able to fulfill something, we must be sincere with the client and to say that at the moment we did not tell him on certain product, or cannot carry out this work, but that in a moment we will count on this product, or that we will be improving our processes and, that way, we will be able to take care of it with the greater rapidity.
Labels: Marketing, Service to the client
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- Advice to offer a good service to the client
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- The best form to let grow a business: to improve the service to the client
