Client! The most loved word and terrifying too! But why?
No matter how good your customer service is, eventually you have to deal with a few unhappy clients too. A single mistake you make, they will make your life a hell.
When you are in business, you need to be crystal clear about who, what, when, why and how of the clients. Beyond that, you need to come up with a list of “To Do” to satisfy and retain your customers. Try out these proven tips –
Effective client management requires a keen understanding of psychological tactics. Once you understand your customer, you can sway the relationship in your favor by building trust, respect, and mutual discussions. Be the master of mind tricks. Improve your emotional intelligence and ability to handle the most challenging clients. Use your knowledge and defense, never go for attacking attitude.
Do more than is required. If you want to achieve your client goal consistently, go for an extra mile. There is a difference between being an adequate client manager and a successful one. Impress your client by showing them what you are capable of. A great client manager is who think about presentation. It is more important to show rather than to do. Never stop scene that you are striving to be better than the day before.
It is not that your difficult client is going to change for you. When the client is in attacking mood, don’t take things personally. Get yourself ready to take control of the situation for a positive outcome. Make the client understand that you are giving attention to the complaint and you are willing to address the dissatisfaction. These steps will work well in most situations-
- Acknowledge the person’s anger quickly
- Make it clear that you’re concerned
- Don’t hurry
- Keep calm
- Know the whole thing by asking questions
- Get them talking about solutions
- Agree on a solution if found fine to work for both.
As part of the endeavor to enhance customer experience, offer some value added free services that are useful to the client.
Being in the business, now you have learned that publicity is not possible without good and consistent clients. Also that you can’t keep a good client without good advertising. So, when the client is upset, the discussion table is the ideal place. For the conversation select a time that is convenient to both of you. The time when you both can listen and exchange information without additional pressures or distractions. Even if the discussion gets too heated, take some time to cool off. No matter how difficult, deal the situation with patience. If the client’s demand is unfair, you do not have to agree, but work toward the situation you both can understand each other’s position as individuals.
Try the “Non-Sale” approach. The non-sale attitude is the way to showing off building trust and prospect that you have in your mind for your clients. The “non-sale” is a tactic used by many successful business people. The non-sale is an effective approach to build client trust and show a prospect you have in your mind for their best interest. Your motto is always building rapport and strengthening the relationship with the client. Figure out what clicks the client, because that will ultimately help you to know what and how they want to be served.
The engagement is the key. Keep close contact with the clients. Engage them with small talk, fulfilling commitments and optimized service systems. Never say no when a client asks for something. You can always try, and somehow if can not meet the demand, give the logical explanation why that was not possible. Manage the situation with appropriate professionalism. Mentioning this “failure” as “unfortunate” you can request the client to have patience and assure them that you will certainly try to resolve the matter.
Be flexible and apologetic. This detour may help you to understand the perspective of the difficult client. Many people may not agree on this, but a little “sorry” can be a long way. By this little word, you will be able to demonstrate empathy, and that will help the client to come down for the moment.
Be careful about selected words. Keep your focus on what your client wants you to hear. Sometimes any of your words may add fuel to the client’s anger. It may that your customer is over stressed and your words turn it into outburst. Even the client may verbally abusive to you. Take time. Do not reply promptly. Talk or write to the client two or three hours later explaining the circumstance.
Take your service to another level. It may happen that your customer is not happy with any of your certain stuff. Consider it. Engage someone else to take care of this particular customer. Do not take it as the stuff’s defeat. Rather, show the client how much supportive you are.
Accepting the phrase “Client is always Right” maintain a calm and professional tone while at work. Ask your stuff the same thing to do. Friendliness and understanding will make the customer retain and return to you.