Customer Relations PI – Flashcards

A positive customer relations mindset means believing that your customers: -deserve the very best -deserve your focused attention -have the right to expect things of me -have important problems and complaints Positive customer relations yield benefits to the business, the employees, and the customer. Businesses benefit by being more competitive, obtaining repeat business, and greater profits. Employees may receive customer compliments and perhaps a raise or promotion for good customer service skills. Customers benefit by having a more pleasant, satisfactory buying experience. This creates an atmosphere of goodwill. Positive customer relations need to be demonstrated when speaking to customers in person, over the phone, or online. It should also be evident while handling complaints, inquiries, and requests. Demonstrate good customer relations by doing the following: considering and attempting to meet their needs, concentrating on them without distractions, following up with them, following through on what you say you are going to do, and being efficient in handling issues.

By being welcoming and encouraging to customers and helping them, employees can demonstrate a customer-service mindset.

By exhibiting empathy with customers and being understanding, employees can build rapport with and retain customers.

Employees should make it clear that their intention is to help the customer.

Customer inquiries should be responded to with all necessary and relevant information in an assertive and friendly manner.

Employees should refrain from using derogatory, racist, and sexist vocabulary. They should determine when it is appropriate to utilize more casual or more professional communication.

The business policy should be stated in a colloquial and politically correct manner to those who do not understand it.

Employees should communicate with customers and have a positive attitude to keep bringing them back.

Difficult customers should have their needs heard and handled professionally through employees explaining policies and negotiating terms. Types of Difficult Customers: Domineering - acts like a know-it-all Suspicious - doesn't trust anyone Slow/Methodical - takes forever to make a decision Dishonest - lies about pricing, promotion rules, etc. Disagreeable - tells you how to do your job

Complaints should be addressed appropriately and in a timely manner. An apology should be issued.

A company brand's promise is a statement in which a company promises to provide and abide by a set criteria of performance and reliability.

Employees at a company should be seen as diligent such that more people will apply for jobs and more customers will purchase the company's products.

Employees analyze customer feedback to improve sales and marketing methods to meet/exceed the expected standards to increase revenue Types of Customer Buying Behavior: Variety-Seeking - routine items, desire to try diff. things Risk-Taking - expensive items from unfamiliar business Status-Oriented - desire to have best quality/trendiness Brand-Insisted - only buy from certain brand

Customer service representatives must be honest with their customers and assist them in making the right decision based on their buying behavior. In addition, they must uphold the values of the business by dealing with difficult customers effectively, based on their type.

Technology can be used to communicate with customers to respond to inquiries and complaints through methods such as email.