Every customer is different. We need to look at each customer as unique, because they feel that they and their situation are unique.
But even when you have that individual focus, there are a few basic philosophies of great customer service that apply to certain customer types:
- If they’re upset, listen.
- If they’re new, learn.
- If they’re long-term, appreciate.
When people are upset, they want to feel that you care, like you truly want to help. But when you interrupt or argue, you’re not allowing them to vent and blow off steam. You’re not allowing them to make their point. You’re conveying that you don’t care. If they’re upset, listen.
When a customer is new, you want to begin developing a relationship, and as we often say, it’s easier to have a relationship with someone you know than with someone you don’t know. Be inquisitive. Ask questions. Why did they shop with you? What do they need? What do they look for in an organization like yours? If they’re new, learn.
When you’ve had a customer for a period of time – a recurring customer, they want to feel like you value their past purchases, their business…like you value them. Get to know their name; be patient; reference past positive interactions. Say “Thank You” over and over again – they deserve it! If they’re long-term, appreciate.
Know what type of customer you’re engaging, and refine your approach.
Tailor Based on Customer Type.