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31-01-2017 High Quality in custom service: Bad habits in the follow-up with our client.

All companies operate under different types of goals and each area has a list to achieve every day. When a company is engaged in the manufacture or transformation of a product, things become intense and there is always a tension because everything has to be perfect for the customer.



One objective that can be difficult to measure is the quality in customer service, some achieve it through satisfaction surveys and sales volumes per month, however, detecting customer satisfaction is no easy task anymore, we are talking about intangibles and very unpredictable perceptions.



To have better results we have to see the possible scenarios that compromise our reputation with the client and from there propose a solution of that root cause. The reasons why our attention is affected would be:




  • Indifference and poor attention of sales staff.

  • Poor communication and attention of the staff in contact with the client (collection, telephone operators, delivery agents, managers, supervisors.)

  • Competitiveness in prices.

  • Alliances and contact of our clients with new suppliers.

  • Low performance of our product.

  • Impuntuality in deliveries, appointments or meetings.

  • Differences in perception.

  • Negligent employees.

  • Negative attitude.

  • Poor handling of solution to complaints and claims.

  • Lack of training.

  • Lack of a customer service philosophy.



One should value these criteria especially in their survey forms, directly organized by a sales department, their internal indicators can have this guide as key to achieve a good result.



On the other hand good part of the problem can be solved however, there is continuous improvement... that plus that is never denied to the customer. It must be taken to importance that every customer demands and a supplier must give the best specially in the quality of the product since we speak for a brand, a shirt, a name.



Every decision made based on the client should always be considered as the priority, however the question that arises to solve the cause of poor follow-up is: What satisfies the client? To answer the question we must focus the sales area on human and qualitative factors in their treatment, because the customer what satisfies him is a professional and competent service, therefore requires to be heard in every detail and sales agents function as a Great friend who understands them however, there is this a fine line where you must know how to translate those needs with the internal staff of the company.



That friendship is fostered with certain key attitudes, the first always requires to answer the client's questions in a sincere and congruent manner, that is, you can not promise what can not be given and you must act according to what is promised or offered, if the client detects a discrepancy in this point, it is more likely that the reputation of the company will be tarnished as a liar.



Another important factor that every sales department should take into account in following up with clients is timely and expert advice. The dialogue of trust involves from the clear explanation of the procedures, expression of pleasure to serve and a sample of gratitude, that way it provides security and ensures a fruitful business relationship.



Therefore we propose the main ideas of philosophy that you can take into account in your follow up with the client:




  • The customer is the priority of the company.

  • It is not a statistic, but a person and is the reason why there is work.

  • He never interrupts and is not someone who is beaten in a discussion.

  • It is part of your company.

  • Solve his doudts and complaints at all times.

  • Show courtesy and appreciation.

  • Accept responsability for mistakes made by the company.

  • It is not a favor to serve him.



Finally, it should be emphasized that no improvement or solution is achieved if there is no training of staff and a reflection on mistakes that can be made, it is important to always be sure that the personnel in charge of commercial relations has knowledge and security to resolve doubts, understand the product, negotiate with internal customers of the company and above all, a communication competition between both parties with the aim of achieving a relationship understood as win-win.


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