As a start-up, it is hard to earn trust. If you do, safeguard it as if it is your life for it takes just one bad customer experience to damage a business's reputation and customers' trust.
People remember good behaviors. They always remember who or where they were treated with love, dignity, and respect, and they also tend to give it back. It boosts sales and grows the brand.
People also remember lousy behavior. Who and where they were treated badly and humiliated.
They stop using the brand and even tell their friends & family about the negative experiences they encounter.
Oh! Worst of it all in this digital era, they tweet, share, and write negative reviews about the brand based on their experiences.
Therefore, a good customer care relationship plays a very crucial role in business growth.
To be a good customer care representative, one needs to avoid the following;
⋆ Long Wait Times and Response Times.
Time is very precious to everyone and it's the most valuable commodity. Out of its scarcity, no market sells it. So, don't keep your customers waiting for too long.
⋆ Poor Attention to Detail.
It is generally believed that a single mistake from a pharmaceutical company can kill millions. Learn from Pfizer’s 1996 drug trials in Nigeria.
So, never rush through your work. Ask questions when you don't understand. Show genuine interest in helping your customers. Spend little time and effort to ensure accuracy and precision in your achieved in all you do.
⋆ Being a company rep with a lack of experience and knowledge.
Work experiences are not heavenly nor knowledge is gotten from sleep.
If you are to grow on the job, get a mentor, do research, read wide, and always have this one question at the back of your mind "if I am treated the same way I treat others, will I be happy and go back there again?". So, treat others the way you will like to be treated.
⋆ Unprofessional and impersonal interactions.
We don’t often realize that there are a few different ways that we communicate with people daily, from verbal to non-verbal, personal, impersonal, etc. Our communication is not just limited to our words, but also our tone, voice, body language, and so on.
𝘛𝘰 𝘪𝘮𝘱𝘳𝘰𝘷𝘦 𝘺𝘰𝘶𝘳 𝘪𝘮𝘱𝘦𝘳𝘴𝘰𝘯𝘢𝘭 𝘪𝘯𝘵𝘦𝘳𝘢𝘤𝘵𝘪𝘰𝘯 𝘴𝘬𝘪𝘭𝘭𝘴, 𝘵𝘳𝘺 𝘵𝘩𝘦 𝘧𝘰𝘭𝘭𝘰𝘸𝘪𝘯𝘨;
» Be open to and ask for feedback.
The point of a conversation is an exchange of ideas between two people, not a one-way street.
» Never talk over people.
This not only shows a lack of listening skills, but it also shows that you don’t value what they say.
» Don’t finish other people’s sentences
If you do, you’re indirectly telling them that whatever they’re saying isn’t worth listening to.
» Paraphrase.
When you are asked to do something, repeat back to that person what they asked you to do in your language (Not your local language). This shows that you don't only listen to what they said, but you also understood what they're asking for.
» Listen actively.
Have you ever been involved in a conversation where you can tell the other person is thinking about something else or isn’t even hearing what you’re saying? Don’t be that person. Let the speaker know you are connecting with them by nodding or responding when they ask a question. Keep your focus on the conversation at hand.
» Maintain eye contact.
Part of active listening is maintaining good eye contact. By doing so, you avoid being distracted by what is going on around you and you give the speaker non-verbal acknowledgment that you are listening.
N/B.It’s okay to look away once in a while because staring intently at the person you’re listening to or speaking with can make that person uncomfortable or intimidated.
» Be aware of your body language.
Without saying a word, you can speak volumes with your body language.
Are your arms crossed?
You aren’t open to another person’s idea.
Are your hands on your hips? You’re being defensive.
Are you fingering your phone?
You are simply telling the person that all he says is none of your business.
Be aware of what you are physically doing while you’re listening and speaking.
» Avoid unnecessary conversation fillers, like “ums,” "yeah", " fine", “us” and “likes.” They distract the distort the message flow.
Think before you say.
» Be respectful of other people’s thoughts and opinions. While you may disagree with what the other party is saying, remember that (as difficult as it may be) they have a right to their own opinion.
» Never correct wrong sentences or words wrongly pronounced while your customer tries to tell you his problems and difficulties.
» Practice. You know the adage: practice makes perfect. With the tips above in mind, you can rewrite your customers' care story on marble.
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