Throughout my professional experience as a communications and public relations consultant serving clients from various nationalities and parts of the world, I was able to spot the common thread that unites them: results.
You'll surely agree with me that every customer's needs are different, but their demand for the right solutions in a short time is a constant. However, what would happen if I told you that in less than five years, this behavior will change?
According to the U.S. consulting firm Walker's Customers 2020 Report, by that year, customer experience will overtake price and product as a brand's key differentiator. The trend heading toward 2020 points to customers expecting companies to know their individual needs and personalize that experience. By then, resolving conflicts or requests immediately won't be enough — what the customer expects is proactive attention to their current and future needs.
Dealing with this reality, which is getting closer and closer, will become a real challenge, when today companies are already in a constant struggle to meet demands and requirements day to day.
The well-known saying goes “He who strikes first, strikes twice”; and in a country like Peru, where quality customer service isn't exactly one of its strong points, it's necessary to keep in mind a few phrases that will help you and your staff make your company stand out from the competition. Remember that being proactive is no longer optional — it's absolutely necessary if you want to succeed.
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I'd like to help you.
A customer who comes to your company does so because they want to be heard. They know their own needs better than anyone, and for that they need an expert like you to offer solutions. Don't try to give a diagnosis before hearing what the other person has to say. Listen first, then respond. -
No problem, we can do it.
The challenges you'll face will be constant, and even if the solution doesn't come to mind quickly, if you get a request within your professional field that requires a bigger dose of creativity than usual, that's a great opportunity to keep gaining customers. Saying “we can do it” will build trust in the person because they'll sense your team will make their life easier. -
We're always available to support you.
According to a report by NewVoiceMedia, a cloud solutions company, U.S. brands lose close to $41 billion every year due to poor customer service. Avoid financial losses — offer ongoing support to your customers. Provide an office phone number and a contact who can resolve doubts or questions in case of an emergency. -
I don't know, but I can find out.
A hasty, baseless answer can ruin your reputation in a matter of seconds. If you don't have the answer to your customer's question, don't panic. Instead, stay calm and let them know you don't have the answer right now, but that you'll get back to them soon with more information. Honesty is worth its weight in gold in business. -
Set delivery dates.
Planning around specific delivery dates and meeting them will speak highly of your company. In your schedule of activities, build in one or two extra days beyond your base deadline, so that if any issue or setback comes up, you can solve it and still meet the deadline you set. If that's not possible, call your customer, explain why you can't deliver, and let them know it will take a few more days. -
It will be exactly as you requested.
“Similar to” or “better than” isn't the same as what the other person asked for. Remember to deliver exactly what was requested, and don't promise more if you're not sure you can deliver 100%. -
Please and thank you.
It's amazing how these two words can open or close doors for you. In your personal life and your professional dealings, don't forget to use these two words to create an atmosphere of harmony that makes communication flow more easily and lets you persuade effectively.
Adding this guide to your best-practices manual, sharing it with your staff, and above all, using it every day will change how people see your business. Putting up a little sign in your office reminding everyone that the customer matters isn't enough — it's far more effective to show it and adopt it as part of your workplace culture, if what you're after is continued growth.