How to build effective work with clients

ayshakhatunasha

Business for the sake of business cannot exist, it needs clients. Is the company's product in demand? That's great, especially in our difficult times! Having clients is always a joy, since this factor largely determines the success of a business. Yes, working with people is not easy, but positive communication with the client affects the company's sales level and brand reputation. It is important for a customer service specialist to understand what rules of communication should be followed in order not to harm the business and not lose a potential customer.

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Patience — without it, it is impossible to build effective communication. A customer service manager has to deal with different people, driven by different motives. Some want to get a unique product, others - an individual approach, others - a discount, and so on. Practice shows that good customer service is always better than fast. The desire of a specialist to understand the requests and existing needs of the client allows to form an optimal offer. In this case, both parties win: the client is satisfied with the solution to the problem, and the company has made a profit.

Attention - what does the client say, even if not directly? People are not always able to formulate their expectations. For example, not every user will say "some user interface functions need to be fixed." The complaint may sound like "I keep losing the search box," but in fact the software as a whole is inconvenient for the user.

It also helps to observe non-verbals: gestures, speech rate and expressions that clients use when describing a problem. A careful attitude will allow you to see the essence of the issue.

Ability to formulate and not say too virtual phone number service much. It is believed that a customer service specialist likes to communicate. Yes, but a pro is not talkative, speaks to the point. Even with a client who is eager for a long conversation, it is important to be able to quickly get to the heart of the matter, use clear, unambiguous wording, so as not to be misinterpreted. When you need to convey something important to the interlocutor, it is better to speak simply, briefly and clearly.

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Communication with a client is a dialogue, and to prevent it from turning into a manager's monologue, active listening skills are necessary. From what the client says, you can extract a lot of useful information, understand how to hook him and dispose him to communication. Active listening implies understanding, evaluation, reaction and memorization. After paraphrasing the client's words, you can ask clarifying questions.

Example: Do you need the goods delivered to your warehouse as soon as possible? Let's specify the location and the most convenient time.

The question allows you to find out whether the interlocutor was understood correctly and to clarify all important points.

Thorough knowledge of the product is the key to success. Customer service implies that the manager knows the product not only from the inside, but also as its users know it, and can put himself in their place. In this case, he is able to help the client when necessary.

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Ability to express thoughts in a positive way. An effective customer service manager has mastered the art of persuasion, and the language he uses is an important tool. It is known that one piece of news can be presented in many ways. Positive formulations create a positive perception.

An example of an answer without using positive wording: The product is out of stock, we cannot make a delivery at the moment.



Example of a positive response: The product will be available in 10 days. I can place your order today. We will arrange delivery as soon as the product arrives.

The second answer focuses on when the client will be able to get what they want. It doesn't sound like a refusal, unlike the first answer.

It is not always possible for a manager to satisfy all the requirements, but even in negotiations with difficult clients , it is important to maintain a positive tone and calm. The ability to not lose your temper and spread your calm to your interlocutors when everything does not go according to plan is invaluable.

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Not everyone can easily cope with unexpected situations, and when working with clients, surprises are inevitable. What to do if a specialist is faced with an inadequate reaction or a difficult question, and he is not strong at short distances? In such cases, it is better to "prepare the sleigh in the summer", that is, think through the scenario in advance.

Decide who you need to contact for help, how to contact this person, in which case you need to involve management, prepare a few phrases that can defuse the situation and give you some time.

The desire to learn is important for a customer service manager, as well as for a specialist in any field. If you do not strive for development, there is a great risk of hopelessly falling behind people and companies that invest in acquiring new knowledge. Corporate trainings and seminars increase the personal effectiveness of employees and contribute to the growth of professional competencies. By regularly training your staff, you make your business successful and able to withstand external challenges.