CR - Building Customer Relationships Lesson

Building Customer Relationships

Have you ever received poor customer service?  If so, you probably shared your experience with family and friends or decided not to return to the establishment. Building customer relationships can occur in many ways and involves providing the customer with what they desire and need. Customer service also entails that you dress appropriately for the job and carry yourself in a professional manner.   Providing great customer service is one way to ensure customers return to the business and refer others.   Developing a plan of action to guarantee internal and external customers return is vital. Showing respect, seeking the customer's input, going the extra mile, and providing explanations are a few tasks that can be done to build customer relationships. 

There may occasions when employees encounter customers with disabilities. Customer service representatives should be familiar with the Americans with Disabilities Act of 1990 Links to an external site. so none of the regulations are violated.
You can show respect to customers by taking their concerns seriously and by asking questions to obtain details about the situation.  Allow customers the opportunity to provide input and listen attentively as an explanation is provided. Consider the problem as an opportunity for you to provide better service. Often, customers will recommend a solution that you or your supervisor had not considered.  Going the extra mile demonstrates to customers that you want their business and desire to meet their needs.  If an item is not available in the store, providing details on when a new shipment would be received and taking the customer's contact information is an example of how you can maintain your customer base.  Take time to explain why the problem possibly occurred or provide feedback on why your company cannot meet the customer's demand.  If you made a mistake, such as charging the wrong price for an item, take responsibility for the mistake and apologize to the customer.  Once the problem has been resolved, follow-up with the customer or the next time you see the customer, inquire about the product purchased. The customer will be flattered that you remembered them and their concern.

Global expansion in the workplace requires that you understand the cultural differences of your customers.  Maintain a positive attitude as you communicate with customers. Applying these steps will aid in building quality customer relationships. Click to view additional customer service-related resources. Links to an external site.

The learning object below provides steps on how you can demonstrate respect for individuals from other cultures.  

 

 

[CC BY 4.0] UNLESS OTHERWISE NOTED | IMAGES: LICENSED AND USED ACCORDING TO TERMS OF SUBSCRIPTION