A bad experience can negatively affect the buying and selling processes, in addition to harming contact loyalty. Faced with so many options to reach the consumer, it is common for doubts to arise along the way, such as the most appropriate communication channels, the available technologies and the best forms of interaction.
A quality service is achieved through a set of strategies and actions, as well as the relationship between the consumer and the brand. The key to this support is building good relationships and a positive, helpful, and friendly environment that guarantees customers leave with a good impression.
In this way, the consumer will feel satisfied with the support and will return more frequently, because they obtained quality in their transaction. In addition to that, offering a quality service helps to correct mistakes, since it is possible to identify the moments when consumers need more help.
To have an idea, 77% of executives agree that consumers switch brands when they are not satisfied with the service. This data, disclosed by Service Insights, proves the need to build strategic modules to improve the customer experience. This is because a quality service can influence the results of a company, mainly in the sales index. Customer service is directly related to the consumer experience. In other words, the total number of actions carried out to improve and optimize the entire relationship process, from pre-sales to post-sale.
According to statistics, 75% of customer purchases are made by returning consumers. The difference between success or failure in companies lies, to a large extent, between the affluence and loyalty of customers.
Experts indicate that the emotional value helps to create links with the customer: Only 14% of consumers changed suppliers because of the quality of the product. Instead, most do so because they are not satisfied with the service.
If customers prefer the products thanks to the good service they receive, this translates into greater trust and credibility towards the brand. A good image and quality service help increase and retain consumers. For this, the following must be taken into account:
You have to start at home
Before being able to offer a good service, the company must have a well-defined and inspiring philosophy (mission, vision and values). For this, it must offer a healthy and quality environment to its collaborators. Good treatment and service satisfies both the person who offers it and the person who receives it: satisfied employees equals satisfied customers.
To provide excellent service and project a positive and leadership image, consistency and consistency are important. Without discipline and permanent communication with the people who have contact with the clients, it will be difficult to achieve improvements in the service.
Meters must be established to quantify results. From this it is possible to assess whether the strategy is effective and to what extent.
Every customer is worth gold
There will always be competitors trying to captivate your customers, so it is necessary to learn to take care of them. A great way is by showing interest in him. Interpersonal communication is essential. Helps detect customer expectations and needs related to products. Actions for improvement can arise from this. This is advice from Peter Vavra, author of the book Aftermarketing. In it, he states that it costs seven times more effort and money to convince a new client than to retain an existing one. Most salespeople interact with customers with the intention of spending little time with them. That vision is myopic.
Appearance is essential
A salesperson’s best weapon is always a smile. Any customer will be more receptive to a salesperson who is enthusiastic and eager to help, but the real feat is getting the salespeople to smile genuinely. A false smile is always discovered and this can have an effect contrary to what is desired. You have to take care of the appearance and image of the sellers. Lack of grooming or a scruffy image will never be justified. The first step in any sale is to build customer trust, and a good image helps a lot to achieve this.