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Many customer service training programs forget to teach the basics: kindness, empathy, positivity and courtesy. Most importantly, they forget to explain how their customers are different from the people who run the businesses they’re working for. People should start helping their employees understand “what is a cdp?” and why it is son important for the business.
People who work in customer service need to understand and relate to the customers who come through their door.
If you’re a customer service representative, you’re going to come into contact with hundreds, if not thousands of people every day. Your job is to make the lives of these people a little easier, a lot easier. You need to have compassion and understanding for them.
Here’s how to think about your customers:
- How are you different from other people?
To be a successful customer service representative, you need to understand that you are not a unique person.
When a client calls to set up a delivery, they are not your exclusive client, even though they probably want the best delivery service. Most businesses make you feel like they are, and many times the customer service representative wants you to feel this way, too. The question to ask yourself is: What does it mean for me to be different? This question could mean doing the following things: 1. When people call or stop by, try to figure out what their problem is. Some people may have a pressing issue, and they just need to talk to you about it. In this situation, it is perfectly acceptable to let them know you will help them. 2. Ask the customer about their problem. Sometimes you just have to ask what their issue is and try to solve it for them. But it is important that you do so. You don’t want to be the reason they end up feeling bad about themselves. 3. Keep your attitude. Be respectful and courteous. People appreciate being treated with respect and you don’t want to seem rude. Always put people in their place, or make them feel stupid for trying to do something that they know they shouldn’t be able to do. 4. Give the business and the customer time to deal with the problem. Sometimes it takes some time before a customer is comfortable being comfortable in front of you and is able to open up with you. But by giving it time, you are giving your customers the chance to sort things out. Sometimes it takes a few days to open up a customer’s eyes to how important quality is. Sometimes it takes months, sometimes a year. At least it takes the company time to fix the problem, you don’t have to wait for that. So give them time and open up with you and let them know.Avoid the “Do What I Want You To Do” mentality. If a customer gives you an order to meet, but if you can’t meet their request, you are not doing your job correctly. The customer can change the way they want to interact with you. If they don’t want to deal with you in a certain way, they will just not do business with you.
The growth of online shopping is simply impressive. What did it take for it to catch on? Why are the consumer preferences so different? How can you take advantage of this massive market? And what will be the effects of a consumer preference for virtual products versus physical products, especially if they are distributed over the Internet?
Many Internet merchants have the same basic selling strategy: offering consumers the lowest possible price and creating as many transactions as possible through their website. This is exactly why so many people visit coupon websites like https://www.raise.com/coupons/home-depot, because that’s where they can find all the offers.
In a traditional retail scenario, these companies would have a salesperson in each store that might be responsible for managing the whole experience. However, today the virtual reality, augmented reality and 3D virtual worlds are so advanced and consumers are comfortable interacting with the technology on their own that they simply do not have someone to manage the experience.
One of the ways that businesses can get around this dilemma is to sell their products for a higher price via a “buy-to-leave” or “buy-to-try” program.
In this program, a consumer gets to try an offering, then purchases the product on the website.
A similar buy-to-leave strategy is being implemented by a company called VR Zone in Chicago. While VR Zone uses an older version of VR technology like Oculus Rift or PlayStation VR, the strategy was recently updated and the company has gone so far as to charge $10 more for every purchase for customers to “try” the VR experience. VR Zone’s president, Sam D’Amore, told me:
“The consumer wants to know they’re getting the same quality experience they would in a movie theaterAnd to do that, we need to show that a VR-capable product delivers what we’ve promised it would deliver and what consumers want.”
These buy-to-leave offerings have been criticized as a way for companies to take advantage of consumers who are still learning about the technology. According to VR Zone’s official website, the company is working with leading researchers and professors, and has partnered with Microsoft and the Chinese military. Some critics argue that VR content isn’t ready for prime time, or that the experience is not as deep or immersive as some have hoped. (D’Amore told me he doesn’t disagree with those critiques.) “We are seeing a growing number of consumers who are becoming comfortable enough with the technology to give it a try,” he said. “They don’t necessarily know what they want. We’re reaching out to them to ask what they would like to see in the next generation of virtual reality.”
A number of the VR companies working on hardware, apps, and content will eventually make their way into the mobile apps market. (This will be particularly true for Samsung’s Gear VR headsets, which will also run Tizen-based apps.) HTC will be one of those companies.