Not every customer will respond to the same type of customer service. But it’s possible to win every type of customer with a win the customer strategy.
If your company wants to win the customer over to the ranks of loyalty, it needs to identify the service methods that will be most effective for the individual.
Winning customer service methods facilitate long-term relationships between the company and the consumer. Learning to be flexible when dealing with customers and clients who present problems will greatly increase profit margins.
Winning the Hands-Off Customer
Like people in retail stores who invariably say “No thanks, just looking” when approached by a salesperson, hands off customers would prefer to solve problems through automated methods. Phone answering programs, online service tickets and extensive FAQ sections on web sites can help win these customers over. There are limitations to the service you can provide these people through automated means. However, quality customer service must be provided anyway. It is vital to include self help mechanisms on company web sites and phone answering services.
Winning the All-Business Customer
Customers and clients who can be described as “all business” will not respond well to excessive platitudes and apologies if something goes wrong with a product or service they paid for. They have a problem, and they want it solved expeditiously and in their favor. Winning customer service with this type of person requires immediate knowledge of product lines and services, as well as the company rules governing how problems are fixed. These customers are usually educated about the product and the capabilities it should possess, and will expect to be helped with their specific problem instead of offered simplistic solutions.
Winning the Hold-My-Hand Customer
Another type of customer feels more comfortable when the employee or customer service representative guides them slowly and calmly through the entire procedure necessary to solve their problem. When the customer is confused or unsure about the problem that has arisen and any possible solution, they need to rely on the customer service personnel to help identify and solve it. This type of contact is done primarily over the phone, as it is the closest thing to face-to-face contact the consumer can get with most companies. To win the customer who requires a more hands on approach, the employee must be friendly and thorough.
No matter what type of customer calls or otherwise contacts your business with a complaint or question, you need to be able to offer a quick and adequate solution. When it comes to winning customer service methods, one size does not fit all. Training employees or phone service operators to identify and assist different types of personalities can go a long way to establishing a permanent relationship that can lead to increased profits. Offering hands-off assistance on web sites and through automated phone systems can augment personal contact, and may be preferred by a percentage of your customer base.
Win the customer, every type of customer
Win the customer, no matter what type of complaint you get. Since it is very difficult to be all things to all people, the most any business can usually do is combine the methods listed above to provide winning customer service for the people that order products and services from the company.
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