As much as we appreciate our customer’s manifestations some of them, the most negative, could be avoided. A little attention and empathy would suffice. For example: everyone has seen or heard the message “You are very important to us”; the company referring to the customer. Well, saying it is simple; however, and most importantly, the behavior may not match. The customer realizes this when it happens. Therefore, it is essential to pay attention to small details in order for them to be compliant with the implementation of organizational values and principles. Another clear example is customer perception, linked to results/expected benefit. If it is said that the company delivers results X, and the customer, in their perception, notes that the delivery is Z, the disagreements begin. Who could resist not to complain?
– Prepare employees to think “beyond”: management can guide to not only thinking about dealing with specific grievances. Add a vision of the future, considering the consequences of today’s actions, facilitate decision making and definitive problem solving;
– Leverage teams with empathy: many people fail simply because they cannot see eye to eye with the other. Major problems in customer service start exactly for this reason. Invest in activities that not only train people in this way, but also identify who has a greater ability for duties that require more interaction with the customer. These are two excellent means to maximize results;
– Sincerely consider what the customer says, deal with all the points that customers cite that are in reality difficult to achieve, even with the total dedication of the company. Nevertheless, telling them how things are going, what can be done and what cannot, with honesty and transparency, can reverse any situation. And if management acts in this way, it sets an example to all the team, leading to a transformation into value added behavior.
If we have the choice to understand and be close to us who is most important to us, our customer/consumer, that should be our main priority. Let us open pathways for customer opinion. A quick post-sales review, a brief response on social networks, an online satisfaction survey are small examples of how to show the customer that they are important and their opinion relevant. These can be simple data, quick comments, reports in the form of testimonials, venting, etc., but they are all in order to participate in feelings and needs. These can prepare companies to be ready to take action and follow the advice of who is in the best position to collaborate: the customer. Success!