Most customers act according to patterns. Knowing behavioral stereotypes helps you understand what quality customer service should be like.
Marketers identify three types of customers:
Loyal . Trusts the company. He is satisfied with the product delivery algorithm, he does not check the order completeness upon receipt. Willingly writes positive reviews.
Supervising . Asks a lot of questions. Carefully monitors the delivery process and compliance with deadlines. Writes reviews in which he notes all the pros and cons of the customer service.
Demanding . He is set up for a jamaica email list negative result, finds fault with everything and often provokes conflict, relying on the proverb: the client is always right. He often gives unflattering reviews, listing the most minor shortcomings in the work of the customer service.
Retaining loyal customers works to the benefit of the business. They not only buy frequently, but also use the system of cumulative discounts, do not miss marketing promotions. When a company offers bonuses for reposts and registration on the site, representatives of loyal customers attract their friends and acquaintances, increasing the number of buyers.
Controlling buyers are extremely useful, they provide the necessary feedback. Based on their objective feedback, the company improves the work of customer service. Such consumers become loyal when the organization strictly fulfills the terms of the contract and provides information on all issues of interest to them.
Demanding clients should be handled by stress-resistant employees who know how to object correctly, that is, competently respond to the customer's claims. It is best to respond to a justified complaint with an offer of compensation for the inconvenience caused. Such a step works for the reputation of your business, increases trust in the company and often increases the average check amount.
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6 channels of communication with clients
The face of customer service is the charming girl at the reception. However, the customer does not deal only with her. There are several channels of communication between the client and the company
By phone
There are hotline numbers on the product labels. A special employee answers the buyer's call and solves his problem.
Every website has a "Contacts" option and links to it.
In messengers and by email
In January 2023, WhatsApp had two billion users. Most buyers have a mobile phone, and with it, email and messenger chats. These are the most convenient tools for communication, they are always at hand.
More than 70% of buyers would like to contact the selling company via instant messaging.
Using the knowledge base
It is advisable to have a page on the website with answers to customer questions and precise operating instructions for all products.
An example is the Apple Corporation website, where the support page has links for iPhone and Android owners who want to transfer data from their device. Visitors to the site, after reading the instructions, solve the problem themselves.
On social networks
Companies publish information about new products and changes in customer service on social networks. It is also convenient to answer questions from the audience there.