Customer service for more satisfaction: good employees as an opportunity

Who feel you feel when confronted with an unfriendly co-worker? Do you still buy? Or leave the store – despite the firm intention to buy – and look around somewhere else or rather order in the store Internet?

Bad employees make the product bad

The best product and the most amazing Performance, the classiest shop and the fanciest restaurant - with bad employees all this becomes possible fast to business disaster. Because all of this can be exchanged and copied. It's not just service experiences. And these are only created by and through people!

The sensitivity in dealing with customers Experience has shown that it is in the hands of the employees. Employees who take responsibility for the enthusiasm in their working environment. In the Guide sometimes requires that too, employees clear to explain why they should act one way and not another.

Relationship level and quality of encounter

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We've all experienced it: Even the best price only makes you happy for a short time if the service leaves something to be desired. And that's often even worse than if it "only" affects the employee Expertise is missing. After all, most customers now know almost more than they do anyway Seller.

At that moment, one thing is particularly important: awareness , i.e. to clearly signal to the customer that I am fully there for you as a person, with your wishes and ideas. The easiest way to do this is through Ask. Or even better, if salespeople listen carefully to what the Customer has to say. For the latter sometimes a real surprise - especially a very positive one!

Without enthusiasm for employees, there is no enthusiasm for customers!

A great saying: "Service is not everything, but without service everything is nothing." But haven't we all experienced on the customer side that the best intention is of no use if we do not act? That the most beautiful slogan is not filled with life unless people contribute something? The focal point are the employees. Of course, the following applies: without inspiring service, there are no enthusiastic customers! But: Without enthusiastic employees, there is no inspiring service!

So why are many companies still trying to improve service by streamlining operations and perfecting processes? Yes, even giveaways never hurt. What companies often forget, however, is that structures are one thing and a well thought-out service strategy is one thing for sure not wrong. However, you don't pay attention to another aspect: Enthusiasm is - above all and primarily - a matter of the Personality!

True cordiality is contagious

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Employees are on the front line and in the direct Contact with the customer. The Behavior the employee has a direct impact on the buying experience. It is important for them to know: all-round service always begins and ends with the feeling – ideally a consistently positive one – of the customer.

Satisfied customers who feel comfortable not only come back, enthusiastic customers also tend to do more Turnover. Customers can sense immediately when the person they are dealing with is doing their job warmly and with the deepest conviction. They appreciate this and are more than happy to take advice from someone who

• has a good command of his subject and carries out his work with enthusiasm,
• communicated authentically and on an equal footing, without tending to be arrogant,
• acts beyond the normal and enjoys exceeding the customer's expectations,
• pursues only one goal, namely to sell customers what suits them best and what they want.

Emotions as an opportunity

As a result, the true value does not necessarily result from a service or a product as such, but rather from the emotion that customers associate with it. Customers sense moods very quickly. If the sales team seems stressed and irritable or behaves in an unfriendly manner among themselves, this is very quickly transferred to those around them Shop or companies - and ultimately also on the customers.

Each contact with a customer or guest provides next risks also an incredible number of opportunities to ensure a fundamentally relaxed and inviting atmosphere - for example:

• the first “eye look” - by the way, behind a mouth and nose cover, the facing and friendly posture can be seen, especially in the eyes.
• open posture and attractive clothing
• warm welcome
• Asking the right questions, uncovering wishes
• Listening / genuine interest in the customer
• Satisfy needs / offer individual answers
• binding adoption

The employee as the most important factor

Only positive and personal relationships make customers happy customers. Only happy customers become regular customers. And only regular customers become active recommenders - and that's exactly what it should be Objective each Company be. A certain empathy and attitude on the part of the employees is a prerequisite for this. This also includes the willingness to regularly reflect on one's own behavior and to always want to improve.

The pleasure of taking the necessary responsibility for the well-being of the customer also plays a crucial role. Another aspect is a customer-oriented culture that is practiced uniformly in the company, for which the entire team pulls together - Executives and supervisors included.

Growing willingness to pay and recommendations

The fact is: If the customer feels welcome, taken seriously and valued, their willingness to pay increases. And that naturally has a positive effect on sales. At the same time, the stay in the shop or company begins, the customer Fun close.

In this way, every dull purchase or visit turns into a true (shopping) experience, which prompts them to tell those around them and make serious recommendations. The positive feeling of a perfect service as well as the personal satisfaction predominate sustained the worries about the price - or the remorse that often occurs later, whether in B2B or B2CBusiness.

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