Customer Service Classroom - My Management Classroom 11

Author: TimAng, Jiang Xuping
Publisher:
Publish Date: 2006-07-01
Features: On the basis of basic needs, customers often have specific expectations for each service. Customer expectations are constantly changing, and each customer has unique expectations. Therefore, we must redefine customer expectations each time we interact with them. There are mainly three methods to clarify customer expectations:
· Imagine standing in the customer's shoes and think about what specific expectations they might have. For example, if a customer complains that the battery of the mobile phone they purchased is defective, let's imagine how they would want the issue to be resolved and rank these scenarios: return/exchange, apology, home service. A key point is that any assumptions about customer expectations must be verified through communication, questioning, and other means.
· Listen Carefully listen to the customer's words to understand their thoughts and expectations. Some customers are very clear about the desired outcome and often express their expectations in their conversation. Additionally, observing the customer's non-verbal behavior during the conversation can also help us understand their expectations. For customers who are quiet and reserved, you can use the technique of guiding them by asking questions about issues they care about, encouraging them to engage in conversation. Pay special attention to the customer's expressions, actions, and other non-verbal behaviors to understand their true intentions. For talkative customers, maintain control while listening. Acknowledge their words to show your attention, but actively steer the conversation to gather the information you need and conclude the discussion promptly. If a customer talks about topics unrelated to the main issue, allowing them to ramble may hinder your work. If there is no other information to gather at the moment, end the conversation politely and tactfully. For example: "I'm sorry, I can't continue talking with you right now. I need to handle your information immediately. I'll call you at 10 a.m. tomorrow to discuss the solution to this issue!"
· Ask Questions Sometimes, customers may not be fully aware of their own expectations and thus cannot express them clearly. In such cases, we can use questioning to guide the conversation and explore their underlying expectations, ensuring that the subsequent service meets their satisfaction. Moreover, questioning is an effective way to accurately and directly understand customer expectations. When asking questions, you can use closed-ended questions that require a "yes" or "no" answer. This method is useful for: obtaining specific information; clarifying the customer's thoughts; confirming the customer's statements. You can also use open-ended questions that allow the customer to elaborate freely. This method is useful for: gathering more details and information beyond simple "yes" or "no" answers.
Case 1.3 Complaints about Poor Service
Mr. Wang: Your service is terrible!
Li Lin: What happened, Mr. Wang?
Mr. Wang: The goods you delivered don't match!
Li Lin: Could you elaborate a bit? This way, I can help you resolve the issue.
Mr. Wang: I ordered two items, and one is fine, but the other is completely different from what I ordered!
Li Lin: I understand. Let me handle this for you. Please wait a moment while I access your order details.