與其調查你的客戶，不如採訪他們

許多公司使用調查來獲取客戶回饋，但調查往往難以完成，人們也不會花太多心思來填寫。瞭解客戶想要（或不想要）的更好方法是採訪他們。

真正的對話可以比勾選框式問題更能挖掘出更詳細的見解，而且不必費時費力。無論是面對面還是通過電話，都可以提出開放式問題，幫助您瞭解客戶的想法和決策。

例如，“你是如何決定購買我們的產品而不是我們的競爭對手的？”“可能會透露更多”您對我們的產品有多滿意？“你很可能會聽到各種各樣的回答，所以繼續與客戶面談，直到他們的回答開始重複；12到16次面談是一個很好的開始。

記住，你追求的是資訊的質量，而不是數量。要想知道你需要知道的，可能需要的對話比你期望的要少。

第一線員工是客戶服務成功的關鍵

大多數企業花更多的時間和精力尋找新客戶，而不是留住現有客戶。留住客戶背後的邏輯很簡單，與其花更多的錢來招募新客戶，還不如花更少的錢讓現有客戶開心。忠誠的客戶會告訴他們的朋友你的生意，並且會比新客戶花更多的錢。

建立客戶忠誠度的7個步驟

1. 選擇合適的人

大多數企業雇傭人的工作都很差勁。他們只雇用任何人，並把他們放在與客戶的前線。

花更多的時間來招募優秀的人才。關注那些友好的人，表現出對工作的興趣和熱情。考慮使用個性文件作為招聘過程的一部分。這些資料有助於確定申請人的真實個性特徵。

2. 改善客戶體驗

良好的服務不够好，客戶體驗應該是轟動的。蓋洛普公司最近的一項調查顯示，一個與你的公司有情感聯系的客戶可能比一個僅僅滿足但沒有情感聯系的客戶多花46%的錢。

3. 製定績效標準

概述您期望員工的行為；告訴他們您對員工應如何行動、說話和響應客戶需求和請求的要求。你可以列出客戶服務規則，概述你希望你的服務人員展示的行動。發展你自己的，適合你的商業。

4. 持續不斷的培訓

良好的客戶服務技能對大多數人來說並不自然。必須不斷加強和教授有效的客戶服務培訓。

5. 獎勵優秀員工

為表現出良好的客戶服務行為指定獎勵措施。是的，員工希望得到高薪，但他們也希望得到尊重和讚賞。一線首長對激勵和留住員工的影響最大。獎勵那些超出標準的人，並為那些沒有超出標準的人提供發展。

6. 找出你的客戶想要什麼

調查你的客戶並降低你的缺陷率。平均而言，企業每年因競爭而損失15-20%的客戶。所有的企業都會遇到這種缺陷率，但很少有企業對此做得太多。為了提高客戶保留率，你可以每月向頂級客戶發送一張客戶服務報告卡。

這要求客戶根據四個具體標準進行評估。他們統計結果，確保員工看到分數。這促使員工做得更好。

7. 認真對待投訴

對於您從客戶那裡收到的每一個投訴，至少有10個其他客戶訪問了您的企業，他們對您的企業有相同的責備，他們只是沒有分享他們的責備。這十個人中的一部分剛剛把生意交給了你的競爭對手。將客戶投訴視為改進的黃金機會。

退貨政策應該是什麼樣的？

客戶退貨是電子商務的一部分。對於一些電子商務機構來說，管理逆向物流比管理貨物採購和使用協力廠商物流供應商交付更為複雜。即使是這樣，你也不能避免有一個明確和公平的退貨政策。即使是成功的電子商務商，也必須處理好客戶退貨。

管理退貨並不是什麼新鮮事。實體零售商一直在處理退貨問題。這並不是說所有的零售商都遵循相同的退貨政策。一些零售商以非常友好的退貨政策而聞名，幾乎達到了“不提問題”的程度，而另一些零售商則使您很難退貨。

線上世界也有類似的各種退貨政策。如果您正在創建一個處理退貨或重新評估現有退貨政策的策略，請記住以下一些重要問題。

所有類型的商品都能退貨嗎？

客戶當您在不可退貨清單中包含更多商品時，會變得不舒服。但是如果你的例外清單看起來合理，那就沒有問題了。例如，你可以拒絕接受即使只穿過一次的內衣退貨。此外，如果其他貨物具有危險性，您可能有理由拒絕這些貨物，因此在客戶用過之後，您可以不接受這些商品的退貨。

是否可以在截止日期之後退貨將不被接受？

退貨期通常在14天到90天之間。30天的退貨期很常見。你有時不得不將截止日期的政策說明清楚。例如，您認為客戶的發貨日期是退貨日期，還是您收到退貨的日期？最好在退貨政策中詳細說明這些細節，以避免以後發生衝突。

雖然簡單的政策往往是最容易溝通和管理的，但您可能需要考慮提供分階段的截止日期系統。分階段截止日期系統的一個例子可能是：

• 14天內的退貨可獲得全額現金退款。
• 在14天后返回，最多30天可以獲得75%的現金退款或100%的商店信用。
• 在30天后返回，最多45天只能獲得商店信用（比如100%）。
• 超過45天的退貨不符合退款條件。

如果這對你來說還不够複雜，你也可以考慮根據退貨的種類，設定不同的退貨期限。如果有差異的截止日期政策背後的理由是合理的，那麼客戶可能會接受它。

現金還是商店信貸？

這也是一個你需要根據你對客戶和產品類別的經驗做出的决定。競爭對手的行為是做出這一決定的一個因素。顧客喜歡現金，企業喜歡商店信貸。在最終確定政策之前，一定要權衡利弊。

退貨的過程是什麼？

對於客戶來說，退回商品可能會令人沮喪，但僅因為收據不包括在內而拒絕退款申請。如果可能，考慮在沒有收據的情况下接受退貨，特別是如果客戶能够向您提供交易的所有細節。如果絕對需要收據，請確保您的退貨政策中明確提到了這一點。

退款還是更換？

退貨不一定需要退款。電子商務企業試圖彌補其早期的不足是有道理的。例如，如果客戶返回一個音樂播放機，因為它的顯示不起作用，那麼電子商務播放機應該嘗試用另一個部件替換音樂系統。如果你只在你不能提供替代品的情况下考慮退款的選擇，大多數客戶會認為這是合理的。

客戶服務中的退貨政策

您的企業是否有為客戶制定退貨政策？

企業的客戶服務政策定義了如何處理客戶投訴和店鋪退貨，定義了其客戶服務。它表明該公司是否“得到”客戶服務不僅僅是為了銷售，而是為了培養一種關係，企業通過讓客戶對該公司的每一次體驗都成為一種積極的體驗而保持友善的關係。與客戶建立良好的關係對您的業務建立積極的口碑。對於那些與線上業務競爭的零售店來說，讓顧客開心比以往任何時候都重要。

要做到這一點，您需要確保您的企業退貨政策和退貨流程符合您的客戶服務目標。這些處理商店退貨的技巧將確保您提供好客戶服務而不是損壞服務。

選擇“正確”的退貨政策

什麼是正確的企業退貨政策？給客戶想要的東西。在產品退貨問題上弄清楚他們想要什麼並不是什麼高深的科學；當我們試圖退貨時，客戶們想要的是和你我一樣的東西，能够不麻煩地退貨和拿回我們的錢。他們希望退貨簡單快捷。

所以這就是我們的退貨政策必須做的，不管我們是線上銷售還是線下銷售商品。

是的，像這樣的退換貨政策會讓你付出代價，特別是當客戶用信用卡支付了他們的購物費用，而你卻被卡在了銀行的商戶帳戶處理費上時。但在考慮小企業的退貨政策時，請記住三點：

• 如果你認識到把一個新顧客引進你的商店的費用是處理一個不愉快顧客的問題的費用的五倍，那麼這是一筆值得花的費用。考慮一下你的目標，即提供一種客戶服務，使客戶能够不斷地回頭。
• 方便的退貨政策對客戶很重要。商店的退貨政策是顧客購買决定的一部分，如果你的不符合標準，顧客可能會决定去別處購物。
• 您不必制定全面的退款退換貨政策。有例外是很好的，只要你的例外是公開的和公平的應用。例如，“不退貨”的銷售商品政策是很常見的。

公佈您的企業退貨政策

您的退換貨政策需要明顯張貼。在一家實體店，把它貼在牆上、前臺和收銀機上，如果可能的話，把它列印在客戶收據上。在一個網站上，把它拼在一個頁面上，並確保到該頁面的連結在網站導航中可見。將其添加到您的商業Facebook頁面或其他社交媒體帖子和電子郵件行銷活動中。

向客戶指出退貨政策

培訓您的銷售人員在完成銷售時養成參攷退貨政策的習慣。銷售人員很容易說出這樣的話：“如果您在接下來的90天內有任何問題，只要您帶上收據，您就可以全額退款。”或者對於退貨政策中的例外商品：“您知道這些銷售商品不能退貨嗎？”一句主動的話可以大大减少你必須處理的產品退貨數量。

在產品退貨過程中的客戶服務做法

要求所有員工都必須處理退貨

對於客戶來說，沒有什麼比去商店退貨並被工作人員告訴更令人沮喪的了，說只有當某某才能處理退貨，而他在休假中，直到下周二才回來！授權所有員工處理退貨並解决客戶問題。

培訓員工處理產品退貨

當然，如果您的所有員工都要處理產品退貨，他們需要知道如何處理。如果你有一個明確的，書面的退貨政策，培訓他們會很容易。然後，只需與員工一起檢查並向他們展示如何執行退貨流程。

不要如在做審訊

客戶來退貨時，你不斷問：妳何時當買了這個產品，產品確實出了什麼問題，你何時你第一次注意到產品出了問題，等等，這些無窮無盡的提問，有如在做審訊，會讓客戶感覺退貨像是折磨。當然，你想知道客戶為什麼要退貨。所以必須問。但是，設法控制在，只問一次。

保持冷靜友好的態度

人們在退貨時通常不高興。他們甚至可能是粗魯，令人討厭和骯髒的嘴。必須對員工進行培訓，使其在整個客戶退貨過程中保持冷靜和友好。這種態度可以讓一個憤怒的人平靜下來，當然也有助於實現讓你的企業在處理退貨過程中盡可能有愉快的目標。

使退貨過程盡可能快速簡單

明確的企業退貨政策是加快退貨流程的基石。您的員工在處理退貨時不必做出决定；他們只需應用該政策。也要保持書面工作的簡單性，確保你的員工受過培訓，能够使用你的企業使用的任何電腦程式，並填寫表格（如果需要）。另外，避免額外的費用。當有人退貨時，不要去做是收集與交易無關的客戶數據，或者詢問客戶是否願意成為您獎勵計畫的一部分。

產品退貨的底線

面臨客戶退貨是零售生活的一個事實。不管你賣什麼，人們都會想要退貨。使退貨流程簡單明瞭，並將其轉化為愉快的交易，而不是令人不快的瑣事，這樣不僅可以留住客戶，還可以鼓勵他們對您的業務進行積極的口碑傳播——這是一個真正積極的底線。

Return Policy in Customer Service

Does your company have a return policy for customers?

The customer service policy of an enterprise defines how to handle customer complaints and store returns, and defines its customer service. It shows that whether the company "gets" customer service is not just for sales, but for cultivating a relationship. The company keeps a friendly relationship by making every experience of the company a positive one. Establishing a good relationship with customers will create a positive word of mouth for your business. For retailers competing with online businesses, making customers happy is more important than ever.

To do this, you need to ensure that your business return policy and return process are in line with your customer service objectives. These store returns handling techniques will ensure that you provide good customer service rather than damaged service.

Choosing the "Right" Return Policy

What is the correct return policy for enterprises? Give customers what they want. Finding out what they want about product returns is not such a profound science; when we try to return, customers want the same things as you and me, and can return and get back our money without trouble. They want the return to be simple and quick.

So that's what our return policy has to do, whether we sell goods online or offline.

Yes, a return policy like this will cost you, especially when customers pay for their purchases with credit cards and you are stuck in the bank's merchant account processing fee. But when considering the return policy of small businesses, please remember three points:

• If you realize that introducing a new customer into your store costs five times as much as dealing with an unpleasant customer's problem, then it's a worthwhile expense. Consider your goal of providing a customer service that enables customers to keep coming back.
• Convenient return policy is very important to customers. The return policy of the store is part of the customer's purchase decision. If you don't meet the criteria, the customer may decide to go shopping elsewhere.
• You do not need to formulate a comprehensive refund and exchange policy. Exceptions are good as long as your exceptions are open and fair. For example, the "no return" policy of selling goods is very common.

Publish your company's return policy

Your return policy needs to be clearly posted. In a physical store, stick it on the wall, the front desk and the cash register, and print it on the customer's receipt if possible. On a website, put it together on a page and make sure that the links to that page are visible in the site navigation. Add it to your business Facebook page or other social media posts and e-mail marketing campaigns.

Point out the Return Policy to the Customer

Train your salespeople to develop the habit of referring to the return policy when completing sales. It's easy for salespeople to say something like, "If you have any problems in the next 90 days, you can get a full refund as long as you bring the receipt with you." Or for the exceptional goods in the return policy: "Do you know that these sellers are not allowed to return goods?" A word of initiative can greatly reduce the number of product returns you have to deal with.

Customer Service Practice in the Process of Product Return

Require all employees to handle returns

There's nothing more frustrating for a customer than going to the store to return the goods and being told by the staff that only when somebody can handle the returns, and he's on vacation and won't be back until next Tuesday! Authorize all employees to handle returns and solve customer problems.

Training staff to handle product returns

Of course, if all your employees are dealing with product returns, they need to know how to deal with them. If you have a clear, written return policy, training them will be easy. Then, just check with the employees and show them how to execute the return process.

Don't be like interrogating

When customers come to return goods, you constantly ask: when did you buy this product, what did it really go wrong, when did you first notice the product went wrong, and so on. These endless questions, like interrogation, make customers feel like returning goods is torture. Of course, you want to know why customers want to return goods. So we have to ask. But try to control it by asking only once.

Keep calm and friendly

People are usually unhappy when returning goods. They may even be rude, annoying and dirty mouths. Employees must be trained to remain calm and friendly throughout the customer return process. This attitude can calm an angry person and, of course, help achieve the goal of making your business as happy as possible in dealing with returns.

Make the return process as fast and simple as possible

Clear enterprise return policy is the cornerstone of speeding up the return process. Your employees don't have to make a decision when dealing with returns; they just need to apply the policy. Keep your written work simple, ensure that your employees are trained to use any computer program your company uses, and fill out forms (if necessary). In addition, avoid additional costs. When someone returns, don't do it by collecting customer data unrelated to the transaction or asking if the customer is willing to be part of your reward plan.

Bottom Line of Product Return

Facing customer returns is a fact of retail life. Whatever you sell, people will want to return it. Make the return process simple and clear, and turn it into a pleasant transaction rather than an unpleasant trifle, which not only keeps customers, but also encourages them to spread positive word-of-mouth about your business - it's a really positive bottom line.

幫助客戶與改善服務的作法

幫助客戶對您意味著什麼？最常見的客戶服務情况是幫助尋求幫助的客戶，因此正確進行這種互動非常重要。如果處理得當，尋求幫助的客戶不僅會覺得自己受到了很好的對待，而且會更傾向於從您的企業購買產品和/或服務。

及時提供客戶服務

第一種讓你的客戶感到有價值的作法是儘快確認她或他。所以，當有人進入你的商店或辦公室時，你需要停止你正在做的任何其他事情，開始照顧客戶。

以友好、恰當的形式問候客戶

眼神交流，微笑，然後說“你好”。今天我能幫你什麼忙嗎？”停留一會兒，讓客戶做出回應。

樂於助人，但不要咄咄逼人

正確地做第1點和第2點通常都是顯示出急於幫助客戶所需要的。記住，第一印象是幫助客戶的關鍵。

對最初問題做出回應的客戶，如“我只是想四處看看”，應在一段可接受的時間後（這將根據業務類型、樓層佈局等而有所不同）再招呼他們，並詢問他們是否有任何問題或是否找到了他們要找的東西。

直接處理客戶請求/解决客戶問題

• 解决問題：當客戶詢問您問題時，請仔細傾聽所說的內容。如有必要，在客戶發言結束後提出澄清問題，以獲得更多細節，幫助您解决客戶的問題。當客戶說話時，不要打斷她。
• 瞭解企業的產品和/或服務：確保您和您的員工完全瞭解您的產品和服務。確保所有員工都知道“展示知識”和“炫耀”的區別。顧客不會來聽關於特定產品或服務的講座。為了良好的客戶服務，告訴客戶他們想知道什麼，而不是你所知道的一切。
• 展示相關產品和/或服務的知識：客戶通常比較產品和/或服務因此此您和員工也需要能够做到這一點。畢竟，你可以為他們節省一次去另一家商店的功夫。您還需要瞭解與您的產品相關的任何附件或零件，這樣您就可以告訴客戶，如果您沒有提供它們，他們可以從哪裡獲得它們。
• 能够提供相關建議：客戶通常會有一些問題，這些問題不是直接與您的產品或服務有關，而是與它們相關的。例如，對硬木地板感興趣的客戶可能想知道清潔硬木地板的最佳方法是什麼。您給出（或無法給出）的答案可能會對購買決策以及客戶對您的客戶服務的感覺產生很大影響。

開朗、禮貌和尊重

以專業的態度禮貌地對待所有客人。記住，你自己想要如何被對待。

恰當地結束客戶服務互動

你應該通過積極建議下一步來完成對客戶的幫助。如果她準備在此時進行購買，引導客戶到結帳處，在那裡您或其他人將與他們一起辦理付款手續。

如果客戶此時還沒有準備好購買，您建議的下一步可能是進一步邀請客戶參與商品或服務，例如，“還有什麼我可以幫助您的嗎？”“你想要一本小册子嗎？”

做好客戶服務的秘密

提供良好的客戶服務是很基本的。其中最秘密的部分是，始終為您的所有客戶提供良好的客戶服務。希望上面的提示能幫助您和您的員工完成這一任務。如果你能始終如一地提供客戶服務，把客戶帶回來，您不僅會建立客戶忠誠度，而且會獲得積極的口碑廣告和增加銷售。

How to Help Customers and Improve Service

What does it mean to help customers? The most common customer service scenario is to help clients seeking help, so it is very important to interact correctly. If handled properly, clients seeking help will not only feel well treated, but will also be more inclined to buy products and/or services from your business.

Provide timely customer service

The first way to make your client feel valuable is to confirm her or him as soon as possible. So when someone enters your store or office, you need to stop doing anything else and start caring for your customers.

Greeting customers in a friendly and appropriate manner

Make eye contact, smile and say "Hello". What can I do for you today? Stay for a moment and let the customer respond.

Be helpful, but don't be aggressive

Doing Points 1 and 2 correctly usually shows an eagerness to help customers. Remember, first impression is the key to helping customers.

Customers who respond to initial questions, such as "I just want to look around", should be greeted after an acceptable period of time (depending on the type of business, floor layout, etc.) and asked if they had any questions or found what they were looking for.

Direct handling of customer requests/solving customer problems

• Problem solving: When a customer asks you a question, listen carefully to what is said. If necessary, clarify the questions after the customer's speech to get more details and help you solve the customer's problems. Don't interrupt a client when she is talking.
• Understanding the products and/or services of the enterprise: Make sure that you and your employees are fully aware of your products and services. Make sure that all employees know the difference between "showing off knowledge" and "showing off". Customers will not attend lectures on specific products or services. For good customer service, tell customers what they want to know, not everything you know.
• Show knowledge about products and/or services: Customers usually compare products and/or services, so you and your employees need to be able to do the same. After all, you can save them the time to go to another store once. You also need to know any accessories or parts related to your product so that you can tell customers where they can get them if you don't provide them.
• Provide relevant advice: Customers usually have some problems, these problems are not directly related to your products or services, but related to them. For example, customers interested in hardwood flooring may want to know what is the best way to clean hardwood flooring. The answers you give (or fail to give) may have a significant impact on the purchase decision and the customer's perception of your customer service.

Openness, courtesy and respect

Treat all guests with professionalism and courtesy. Remember, how you want to be treated.

Appropriately End Customer Service Interaction

You should help your customers by actively recommending the next step. If she is ready to make a purchase at this time, lead the customer to the checkout office where you or others will check in with them.

If the customer is not ready to buy at this time, the next step you suggest may be to further invite the customer to participate in the goods or services, such as, "What else can I help you?" "Do you want a brochure?"

Secrets of Customer Service

Providing good customer service is very basic. The most secret part is always to provide good customer service for all your customers. I hope the above tips can help you and your employees to accomplish this task. If you can consistently provide customer service and bring back customers, you will not only build customer loyalty, but also get positive word-of-mouth advertising and increase sales.

有效的客戶服務

讓客戶回頭的作法

當考慮客戶服務時，請記住，客戶實際上就是它的全部內容。規則1：將客戶視為個人。一旦我們這樣想，我們就會意識到我們的業務是我們的客戶，而不是我們的產品或服務。把所有的注意力放在我們店裡的商品上，或者我們公司提供的服務上，都會遺漏最重要的部分：每個客戶。

記住這些個人客戶，這裡有一些簡單的客戶服務的提示，讓他們回來！

記住，客戶服務的質量决不可能能超過提供服務的人的質量。

你認為你可以通過支付最低的薪水，提供最少的福利，為你的員工做最少的培訓就可以獲得好的客戶服務嗎？公司不幫助客戶…但是，別的公司會這樣做。

認識到你的員工會像以你如何對待他們一樣來對待你的客戶。

員工從管理層那裡得到提示。你每天都熱情地問候員工；與他們打交道時你是否禮貌；你是否盡力滿足他們的要求；他們說話時你是否傾聽他們的要求？

你知道你的顧客是誰嗎？

如果一個老客戶來了你的公司，你會認出他們嗎？

你能叫他們名字嗎？我們都喜歡覺得自己很重要；直呼某人的名字是一種簡單的方式，讓他們知道你重視他們。（需要幫助嗎？學習如何記住名字。）

為了良好的客戶服務，多做一步

讓你的客戶的包裹中包括一張感謝信；發送一張生日卡；當你看到他們的名字或照片列印出來時，剪貼文章；當他們得到職位晋昇時，寫一張祝賀信。

你可以通過各種做法與客戶保持聯系，讓他們更接近你。

客戶是在他們進門時就受到歡迎，還是至少要在進入後30-40秒內才受到歡迎？

很諷刺意味的是，一個以價格而非服務聞名的折扣商人，卻要教會零售界在門口迎接顧客的重要性。

讓客戶受益於懷疑

你不需要向客戶證明為什麼他錯了，而你是對的。你不值得失去一個客戶。

你永遠不會贏得與客戶的爭論，而且你永遠也不應該把客戶放在這個位置上。

如果客戶提出要求獲得特殊待遇，你要盡可能回應說：Yes。或是讓他感覺到，他是VIP, 你很感謝有一個服務機會。

事實上，許多時候，客戶要的只是一個要被尊重的感覺。回應一個禮貌的回應， 關注他實際的需要，提供合適的解決作法。即使沒有立即滿足她的需要，她通常會成為回頭客，繼續向你購買，甚至就指定要由你，而非其他人，來提供給她的服務。

這可能是您的客戶服務政策的一個例外，但（如果不是非法的）嘗試這樣做。記住，你只是為一個客戶做了一個例外，而不是創造了新的政策。

您的客服人員是否接受過如何處理客戶投訴的適當培訓？或者是了解如何處理憤怒的客戶？

為他們提供在每一個可能的案例中說什麼和做什麼的指導。處於一線的人在客戶體驗中扮演著最關鍵的角色。確保他們知道要做什麼和說什麼，以使客戶的體驗成為積極、愉快的體驗。

想知道你的客戶對你公司的看法嗎？問問他們！

寫一個“你好嗎？”卡片放在出口或入門櫃檯，或將其包含在下一個聲明中。簡明扼要。詢問他們喜歡什麼；他們不喜歡什麼；他們會改變什麼；你能做得更好；關於他們在那裡的最新體驗等問題。

記住，你能夠賺大錢不是因為贏得了新客戶，而是因為你留住了老客戶。每個客戶對公司的看法都將决定你做得有多好，這種看法將取決於你提供的客戶服務水准。

Effective customer service

The Way to Get Customers Back

When considering customer service, remember that the customer is actually all about it. Rule 1: Treat customers as individuals. Once we think about it, we realize that our business is our customers, not our products or services. If we focus all our attention on the goods in our store, or the services our company provides, we will miss the most important part: every customer.

Remember these individual customers, here are some simple customer service tips to get them back!

Keep in mind that the quality of customer service must never exceed that of the person who provides it.

Do you think you can get good customer service by paying the lowest salary, offering the least benefits and doing the least training for your employees? The company does not help customers. But other companies do.

Recognize that your employees will treat your customers as you treat them.

Employees get tips from management. You greet employees warmly every day; are you polite when dealing with them; do you try to meet their requirements; do you listen to them when they speak?

Do you know who your customers are?

If an old customer came to your company, would you recognize them?

Can you call them by name? We all like to feel important about ourselves; calling someone's name is a simple way to let them know that you value them. Do you need any help? Learn how to remember names.)

For good customer service, take one more step

Let your customers include a thank-you note in their package; send a birthday card; clip articles when you see their names or photos printed; and write a congratulations letter when they get a promotion.

You can keep in touch with your customers in a variety of ways to bring them closer to you.

Are customers welcomed when they enter the door, or at least within 30-40 seconds?

Ironically, a discount businessman known for price rather than service teaches the retail community the importance of meeting customers at the door.

Benefiting customers from suspicion

You don't have to prove to the customer why he's wrong, and you're right. You don't deserve to lose a client.

You will never win an argument with a customer, and you should never put the customer in that position.

If a client asks for special treatment, you should respond as much as possible by saying Yes. Or let him feel that he is VIP, you are grateful for having a service opportunity.

In fact, many times, customers just want a sense of respect. Respond to a polite response, pay attention to her actual needs, and provide appropriate solutions. Even if she does not meet her needs immediately, she will usually become a repeat customer, continue to buy from you, or even designate you, not others, to provide her services.

This may be an exception to your customer service policy, but (if not illegal) try to do so. Remember, you're making an exception for a customer, not creating a new policy.

Have your customer service personnel received appropriate training in handling customer complaints? Or how to deal with angry customers?

Provide them with guidance on what to say and do in every possible case. Frontline people play a key role in customer experience. Make sure they know what to do and say to make the customer experience a positive and pleasant experience.

Want to know what your customers think of your company? Ask them!

Write a "How are you?" The card is placed at the exit or entry counter or included in the next statement. Concise and concise. Ask them what they like; what they don't like; what they will change; what you can do better; and about their latest experience there.

Remember, you can make a lot of money not because you win new customers, but because you keep old customers. Every customer's perception of the company will determine how well you do, and that perception will depend on the level of customer service you provide.