The service to the client
5 December 2008 - 20:02
Nowadays, as the competition is increasing and the supplied products are every time variable majors and more, the consumers become demanding more and more.
Nowadays, which looks for the consumers no longer is only the price and the quality of the product, but also, a good attention, an pleasant atmosphere, comfort, a customized treatment, a fast Serb, etc.
When a client finds what she hoped and in addition she receives a good service or attention, it will be satisfied. And that satisfaction will cause that it returns and that returns to buy to us, apart from which it is very probable that they recommend to us.
But a client is unsatisfied or receives an evil treatment or service, not only she will stop buying to us, but it is very probable that she speaks bad of us and who counts the negative experience that it had (following its state of indignation, to a number average among 9 to 20 people).
Therefore, nowadays it is fundamental that we offer to a good service or attention to the client.
We always must try to satisfy the client, giving aside from which it looks for him, a good service or attention.
That way “we will fidelizaremos, it” we will turn (it into our client frequents) and, in addition, we will cause that more likely they recommend to us.
The good service or attention to the client must be present in all the aspects of the business where there is some interaction with the client, from the greeting of the security personnel that is in the entrance of the business, to the call answered by the secretary.
Also, not only one is due to give during the process of the sale, but also, before and after this one.
Factors in the service to the client
We now see the factors that take part in the service to the client:
Amiability
We must show amiability with every one our clients, and under any circumstance. This one must be present in all the workers of the business, from the one in charge of the door to the owner of the business, we must greet, show a sincere smile, and always say “thanks”.
Pleasant atmosphere
An pleasant atmosphere is an atmosphere where the client feels to taste, she can be conformed by employees who show an pleasant or warm treatment, by a good decoration, a good disposition of the elements of the premises, a good disposition of the illumination, etc.
Comfort
The client must count on all the possible comforts, for it the premises must count on a sufficiently ample space like so that the client feels to pleasure. We must count on chairs or comfortable armchairs, ample tables, parking to carry, a place where the client can leave kept his properties, etc.
Customized treatment
Customized treatment is to try to the client a personal relation to him, for it we can, for example, to give him to more authority and flexibility to our employees, so that they are able to take care of they themselves all the consultations or problems of the client and, that way, this one does not have to be saying to him to everybody about them (something common in the companies).
Rapidity in the service
We must always try to take care of more soon possible the client, to obtain it we must create simple and efficient processes, for example, making use of computer science programs that allow it to us, for example, that allows to quickly receive the orders of the client.
Hygiene
Not only we must also count on the premises that fulfill all the norms of hygiene, but, all our employees must be either presented/displayed, or tidy and with the uniform or the clean clothes.
Security
Our premises must count on all the possible safety measures, not only so that they can be used in case of some emergencia, but also, so that the client is conscientious of them and she feels safe with us. We must count on sufficient personnel of security, mark the zones of security, signalize the escape routes, count on medical medicine kits, etc.
Labels: Concepts, Marketing, Service to the client
Compártelo
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