We've been writing an incredible amount of customer service over the years, which is largely unnecessary to do things if it's nothing but a simple equation. On the one hand, the customer has expectations; on the other hand, the seller's delivery to the expectations. If the delivery exceeds expectations, customers are satisfied: if they are shrinking, they will not!
Really straight enough, right? In fact this is the basic math! All we have to digest is that every equation has two sides and can be handled independently. This difference is important here. Over time, many of the large companies have become quite skilled in exploiting the gap. Focusing on customer service is the harder of the two options, the focus is on focusing the customer's expectations downward and not pointing to delivery. Let's look at some of the latest trends in the market:
Let's start with the supermarkets. It was not long ago when the stock was at hand to help pick the goods, pull them out on their shelves and collect them neatly in the environmentally-friendly brown paper bags. They were also transported to the car for us. Nowadays, if we find one, it is a great honor for us to be able to pick up their own shopping cart. It seems that even the cars have been programmed to be in any direction, but for us, and when it's time to pay, the plane now tells us to search for everything. It's wonderful to see anyone writing the script, actually designed the machine to be malicious. Of course, those that are always "tell me more than" ask and you are now on the screen … "and for goodness, drag this card in the right direction or draw it
Soon I guess we'll see the widespread introduction of wireless technology that "reads and collects" in your car as you go to pay. Now it's a classic example of downward management of expectations. It is likely to give a new meaning to the old term: the customer is always right – it is just at the bottom of the food chain
Even so, supermarkets run a remote second – what about banks – once a person with a bank account was saved us as friends and even knew the names of our children. They politely handled the questions, calculated our money, and occasionally paid We are interested in our hard-earned savings, and now we have the privilege to look for the Automatic Teller machine that works and then queue in the rain, patiently waiting for our line to withdraw our own funds – money that the bank cares for us virtually interest-free. Even though we accept a transaction fee from them, it's nice to do all we can … and we've just mentioned the & # 39; service & # 39; stations or major airlines who – whether they believe it or not – will soon be able to charge a person for help with sign-in.
Yes, I admit I'm a little whimsical here and I have to admit I'm not as naïve as I am. In reality, this contempt for customer service is not a coincidence. This is a calculated modification of the bid to make these organizations more competitive and a key part of their business plans. It is already trading at a commercial level … from the other side of the bookkeeper, from the global trend in the department store sector, to the step towards a branded business-to-business concession, brings another skew.
Many stores determine that property appeals, which are measured in all important foot traffic, may allow them to transfer ownership of the inventory to suppliers. However, addressing financial burden on the stock often promotes complacency, at the expense of customer service, not to mention active sales. This forced many suppliers to reach even greater ownership, often having to resort to their own fully trained sales staff on site to protect their brand and bring about a decent return on their prudent investment in land. It will be interesting to see how this trend goes beyond the existing (predominantly fashion) sectors.
No wonder, however, that we increasingly accept the bad service and not just at the retail level. In my workshops, participants do not know the different, and the older ones are foolishly accepting it because they realize that the use of technology not only saves costs but also transforms demand. Of course, this is just a sign of "the time it is changing," and what we see is simply a "merchandising vs. selling" dynamic that needs to be taken on board when it reaches critical mass and becomes a norm.
However, old-fashioned customer service has not yet died, and without exception my trainee (yes, even with GEN Y dependency) leaves the worst-looking seating for heaviest expectations and takes the enthusiastic plan for the lack of customized service provided elsewhere. These tendencies are also exciting because the more expectations we have come from, the easier it is for senior professionals to get beyond them. Even so, it does not come automatically.
While customer service can be measured primarily by steps taken to meet customer needs, we can not ignore the fact that our style also contributes to how they react to us. We often compensate for the accident or lack of service. We are not talking here about smoke and mirrors, or some kind of mask instead of real customers, but as other aspects of buying and selling, others can create their own impression on the basis of us. To offer a full package, we need a combination of action and style; we must be able to continuously present our personal service pack: [technikailag megfelelő és naprakész] nthusiasm – be energetic, friendly, polite I I I I I I I [Popular-usecommonsensebeinnovative
C communication Abilities – be great student
E mpathy – for themselves but the pursuit to maintain this style , is not always that easy. You can really take the test if you face a difficult customer, especially in a public exhibition or a retail showroom. For uncontrolled children who melt the ice cream untouched to an unreasonably dissatisfied customer or commercial partner, our temperament is often put under unreasonable pressure.
Working with the injured party requires special attention, but in our day-to-day friendly customer service, our composition wins the day. If we are looking for a professional and trusted professional, we work professionally and simply demonstrate the irreconcilable behavior, we will always assume that good, attentive, customer service is part of the business deal. It makes everything easy. The Three Es & – energy, enthusiasm, and empathy – can provide reliable questions. Smaller competitors are often behind them, and technology can not replace them, so regardless of whether we are a buyer or a seller, all three well-balanced services in most cases bring us home.
Basically, I think it's as small as the lesson we have derived from Robert Southey's famous tale, Goldilocks and Three Bears, not too little, not too much, better! Firstly, we must carefully monitor the changing expectations so that we can never stay. Then we must seize the balance of delays between the amount of help, attention and information that the other party wants to overwhelm or patronize. Then we have to get up and get stuck – as they want!
Source by sbobet