Some entrepreneurs only think about selling their products and services. But they should know that their responsibilities don’t end with delivering a product. They should also think about after-sales services.
How many times have you been disappointed after buying something from a shop? Was the salesperson able to address your concern? How long did it take before your concerns were addressed?
A salesperson who doesn’t know how to deal with an angry customer will reflect badly on your business. An entrepreneur should teach his employees to be presentable, approachable and friendly to your clients and customers.
When a client or customer leaves happy and satisfied he may share his experience with others which can, in turn, drive more clients or customers to your business.
Customer satisfaction should be the goal after each sale. Therefore, when a customer asks for help or reports that they are not happy with the product or service, the salesperson should apologize for the inconvenience and promise to resolve the problem.
There may be instances that a customer is abusive, so your sales representatives should be trained to determine if a complaint is valid or not. Every salesperson or employee should be aware of what they sell. A new hire should go through a seminar to become familiar with the product he is supposed to sell.
How to improve customer service
Consumers today check more than just a product’s price tag. They also want someone to talk to when they need help and reassurance that their concerns can be addressed immediately.
Here are a few tips on how to do this effectively.
1. Listen to your customers.
Use social media to connect with your customers and clients. Customers may provide suggestions which can help the management improve their products and/or services, as well as deal with problem employees.
2. Make your customers feel they are valued.
There may be incidents where a customer calls to complain about a defect on a product they purchased. If they are asked to call back numerous times instead of being given a solution right away, they may just give up on your product. When this happens, he may share on social media about how poor your service is.
3. Take action immediately.
You may have heard someone say, “na-seen zone lang ako” on Facebook messenger. Customers who need help expect an immediate reply. When they don’t get this, customers may get turned off and post a negative review about your business on Facebook.
4. Hire competent individuals.
If you want to stay in business, you need to find the right people who will do their jobs well. When you hire someone, you must state the scope of their work and their role in making the business successful.
An entrepreneur should train his employees on how to properly deal with clients, how to uphold the values of the company, and how to be an effective salesperson.
An entrepreneur should be vigilant in checking that the attitude of his employees is exemplary.
An entrepreneur should set a good example so that his employees are encouraged to do their jobs well.
For more information, you may contact Armando "Butz" Bartolome
by email: [email protected] or https://www.facebook.com/butzbartolome
His website is www.butzbartolome.com