The one you definitely shouldn't try to convince is a know-it-all client, because it's useless. However, he may actually be well versed in the subject.
Praise him for his erudition, let him know that you respect his knowledge and experience. However, do not flatter him too much.
Sociable client
When discussing the terms of a deal, a sociable person is constantly distracted by extraneous topics; he loves to talk and does not take time into account.
A customer service manager should be able to return the interlocutor to the topic of purchase in time. Use a business tone, ask precise questions that require a yes or no answer.
Dissatisfied customer
There will always be a customer jamaica email list who is impossible to please, even if your company has an excellent product and an impeccable reputation. A dissatisfied customer, armed with the slogan "the customer is always right", speaks harshly and is indignant. Phrases like: "Calm down", "No need to be nervous" only add fuel to the fire and make it even more heated. Do not try to prove that you are right, but try to close the deal by reminding that a decision needs to be made.
Client "conservative"
Attracting such a client is a great success, as he will be loyal to your company for many years. It is more difficult to convince him to buy something fundamentally new. As a rule, this requires efforts from the customer service.
When talking to a conservative buyer, provide positive reviews from other customers, talk about famous people purchasing the product, and list the undeniable advantages of the new product over older models.
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Common Customer Service Mistakes
Let's list three main mistakes on the path to improving customer service:
Save on development. Some companies are sure that their customer service does not need to be improved: they do not create applications, do not connect new services. Such savings will negatively affect the company's income: its products will cease to be in demand.
Skimp on customization of services . If you have invested in technology, do not try to skimp on its customization. Test it on a group of clients, make sure of the advantages of the new service, and invest in customization.
Not training employees to communicate with customers . One well-trained employee, trained to act correctly in any situation, can do more for the development of customer service than all his colleagues who simply read out a script.
All companies go through mistakes. The main thing is to be as attentive as possible to the quality of work of customer service employees, to see and analyze miscalculations, to react promptly, to change the rules of work of customer service, to train personnel, to improve criteria, to optimize processes.