Organization that directs how your key customers
Customers will be your cup of full or empty depending on certain factors that will necessarily have to do directly with the amount thereof.
If your cup has been filled, it is time to ask:
1. Of the many return clients who come often and become true and loyal users of the products and services you sell.
2. Of those clients who come, how many returned sporadically and
3. Many decided not to return.
The reasons seem simple, however, rather than simply the specific catalogs and we cite the following tips, focusing primarily our response to clients who become users as we are concerned that customers who visit us occasionally and those who decided not return for no apparent reason, become loyal users:
Frequently returned and became real users simply because the team made by top management decided to consider such important aspects of life and death of your business, such as:
1. The duration of a long wait for delivery or response time of service. For example, the time it takes to make a row. Smart companies in these cases decide to measure the duration of the row. Through motivational campaigns among employees (employees) and a computerized scheduling reduces response time or duration of a row.
2. The range of convenient services: For example, a bank that offers loans to consolidate debts, taking into account the low wages in our country and report the status of customer credit companies, because the offers, sometimes not fit the reality of the country. The serious question: adapts the service offering offered by my company to the reality of the country?. This is a question to ponder.
3. The product packaging must be easy to open, taking into account people with physical disabilities or the elderly who suffer from diseases such as arthritis, for example.
4. The lack of training or training in customer service from top management to front line positions in the company. All personnel must be properly trained in the strategies, techniques and attitudes improved customer service. I want to see service professionals among our employees, if the leaders do not know the ways in which they are trained or qualified personnel under their command? And if we add the non-working under the strategic planning of the service, then drop over the edge.
5. The lack of quality performance standards. Which must be fully defined and considered in the behavioral and technical skills of employees hired in their job descriptions and also within the factors or skills tested in the performance of employees or partners. The vocation of service is a skill, but must be measurable and quantifiable. Only, it is through these methods we can see whether or not it has on our employees. A pretty face does not guarantee excellent service skills, this is not enough! Skills such as speed, proactivity, coupled with a dynamic appearance accompanied by hygiene and appropriate dress for the occasion, they have nothing to do with good looks, essential in these days to offer a good service. Which only becomes a pleasing aspect of discrimination and ends only the requirements of a particular supervisor. Result in poor customer service and high turnover of staff. Hire talent that meet performance standards in quality service and notice the difference.
6. Downgrading or nonexistence standards, policies and procedures of quality service: It is necessary to develop and / or update the policy manual of quality, because they constitute the starting point for the design of standards and measures of quality in service and definitions of the skills of service representatives and service provider staff in the company, which ultimately we all!.
Taking into consideration all these tips above, we can only wonder how winners who want to achieve in the number of customers of our company
[...] We will also have questions as: who is responsible for managing this process, we can carry out successfully, durability over time and how we can ensure that this service is so competitive that try to reach [...]