To build rapport with people its all about relationships and about being able to recognize that the two have similarities. You don't have to be friends to have rapport. However you need to understand or convey a sense of understanding to your customers.
The best way to build rapport is by mirroring. This means acting as the customer does. It doesn't mean imitating him/her down to the last action. Mirroring is about displaying a similar attitude or resemblance. Getting along with someone may require you to change vocal tones, body language and normal personality actions to suit your clients actions.
2. Collecting correct information.
A large part of the customer service cycle is to use questions to find exactly how to help your client. Without collecting information or asking questions how are you to provide a super service? Do you know what they want, need etc?
3. Follow through.
You must follow though on your promises. A lot of business look glossy and promise the world but if you can not provide the basics or what you promise customers will see this as failing to meet their expectations. Meet expectations you will give good service. Go above customers expectations you will give super service. Don't promise them too much and under deliver. Under promise and over deliver.
4. Provide feeling not products or service.
A lot of buyers or customers buy on motivating factors such as feelings. If you can satisfy a clients feelings or need the product is secondary. When selling products create value in the product. Sometimes the product they thought they wanted due to media advertising isn't exactly what they needed to fill their need. Ask questions and provide more than just a product. Sell feeling. Enthusiasm and emotion can help you get along with clients or sell products too.
5. Be pro-active.
Don't just do what you need to do. Go above and beyond. Do more than the rest. You can get away with less however if you do that 10% more in life you will get much more rewards too. Stand out of the norm. Push yourself. Show clients how far you will go to help. Let them know. Be pro-active.
6. Make it personal.
Use your name and use theirs. Make sure the client knows your there to help. Provide information on opening times, access, anything that will make it personal for the clients. Make sure they know they are important. Using their name will help show you are interested in them not the sale or service. When you customers leave remind them of your name. They will remember this. Stand out and make the difference.
7. Change your attitude not the customers.
Perception, Motivation, attitude all are a big part of you enjoying your job. When you enjoy your job you do it better. You see positive things. Positive things happen to positive people. Never has a positive thing come out of negative thinking....or at least I don't know of any. For example can you think clearly when your angry? cool down be in control of your emotions and positive attitude.
Tips For Customer Service
Great customer service is all about getting customers to shop at your store again. It could be an online store; it could be a physical location. But, there are certain key policies that you need to adhere to:
The customer is always first
You might be swamped with paperwork and other executive duties, but when customers are in the store, they should be treated like they are the stars of the show. When an online order is received, you should attend to it as soon as possible and within the time period mentioned on your web site.
The customer is always right-deal graciously with complaints
If you have an irate customer, first show him you are serious about correcting the problem and try to calm him. Sometimes, even if the customer is wrong, it's better to bear the loss and compensate the customer than to lose repeat business. And, don't forget to thank the customer for their business-no matter what. Advertising cannot repair the damage caused to your business by a customer whose complaints have not been addressed properly.
Live up to your promises or don't make them
Nothing annoys customers more than a broken promise.
Go out of your way to show your concern for and help your customers
This includes having an attentive ear for their problems and concerns. You might turn out to be their only confidante. There might be no immediate profit in being helpful but such customers who have been at the receiving end of your good nature will be the ones who come back and buy from you.
Train your staff (if you have any) to smile, and always be helpful, courteous, and knowledgeable
You might be wonderful in customer service but if the picture changes when your back is turned, you'll be living to correct the mistakes of others. Have everyone know your approved ideal for customer service.
Solicit and use testimonials from your satisfied customers
People see that you care enough to share the experiences of others with them.
Throw in something extra
Use free samples that you get from suppliers as freebies. It might be something small but anything free is appreciated. You could also go one step further in service by attaching little "To and From" cards that the customer could use when presenting your gift baskets, if you don't already attach them. Or you could present those who purchase from you with a 10% discount coupon for their next purchase.
Try to be unique in what you offer over and above your goods and your reputation will soar and your customer base will grow. Great customer service is effective marketing and advertising in itself.
Both Markrichards & Wendy Wood are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Markrichards has sinced written about articles on various topics from Customer Service. Motivational speaker, trainer and author. Markrichards's top article generates over 2400 views. Bookmark Markrichards to your Favourites.
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