A customer service management (CSM) is services specially render by customer service team or individual to her esteemed customer. To manage customer effectively, the practice of empowering your team as tools, training and daily support needed to offer exceptional customer service experiences. The objective is to build relationships with consumers, increase retention, promote brand loyalty and boost sales.
WHO IS A CUSTOMER
Customer is a person or business entity that buys goods or services from another. It can also be refer to as a business partner that has close transaction with one another. Customers are crucial because they generate revenue. Therefore, you must manage customer effectively, without them, businesses would go out of existence, hence the saying; customer is a ”kings”.
Retail customer service is the assistance and advice provided to those who buy or use products and services. Customer service is services specially render by customer service team or individual to her esteem customer. As the industry evolves, we have seen many cases where communities unaffiliated with the company can also engage in the practice of manage customer effectively.
FOCUS POINTS IN CUSTOMER SERVICE
The consumer wants or wants
Satisfaction
Convenience and comfort
Communication
Feedback
TYPES OF CUSTOMER AND HOW TO HAND THE
WELL INFORMED CUSTOMERS/SHOPPERS
These groups of customers or shoppers are well-researched about the product they want to buy, and are a product description, and compare prices, shop environment, and staff.
HOW TO HANDLE WELL INFORMED SHOPPERS
Little known facts
Organize the merchandise
Understand the lifestyle of your customers
Customer feedback is important
Ratings and reviews
Current trends
Give a face to your brand
Shower them with gifts
THE SHOW-ROOMING CUSTOMER
A show-roomer goes to shop at conventional stores and looks at an item of merchandise only to buy it at low price somewhere else.
Such customers did not come to shop to buy but to come and compare shop activities.
HOW TO HANDLE SHOW-ROOMER
Pay close attention
Neither be unfriendly or rude to such customer
Watch such customers against product and environment information spy
Wu such customer to your business environment
THE BARGAIN HUNTER
This set of customers seeks to buy the best quality products at reduced and low prices. They look for goods that are good value for money, usually because they are sold at price less than usual.
HOW TO HANDLE THE BARGAIN HUNTER
By providing value-added services that enhance their shopping experience
We must do everything possible to reduce the cost of our goods and services to win their interest
Provide a conducive shopping environment and attractive shopping experience.
THE CONFUSED CUSTOMER
They are customers that enter the shop confused of what to buy, how to buy, at which price to buy, etc. Confused customers are your most challenging customer to manage because they may become angry or act rudely toward you. You need to understand how they think before you react. Confused customers are a challenging category of customers.
HOW TO DEAL WITH CONFUSED CUSTOMERS
Be patient
Gather enough information from their confusion
Be polite
Do not be confused as well as the customer
Politely ask questions to enable you to solve the problem
Explain your procedures over and over to the confused customer
THE IMPULSE BUYER
This is the situations whereby customer buys goods or services without planning for it in advance. Impulse buying always occurs due to emotion feelings.
HOW TO DEAL WITH IMPULSE BUYER
Right merchandising
Good pricing
Attractive products
Taking advantage of the season
THE MISSION-DRIVEN SHOPPER
The category of customers that come shopping on a mission has a defining purpose to buy. Mission driven shopper only buys to satisfy their needs. Their shopping activities could be painful since they tend to shop compulsorily, we must make their shopping experience seriously.
THE LOYALTY CUSTOMER
An ongoing emotional relationship between you and your customer manifests itself by how willing a customer is to engage with and repeatedly purchase from you versus your competitors.
Loyalty entails developing a customer base so devoted to your brand that they are willing to buy whatever you offer—no matter the price—even when there are cheaper alternatives in the market. Happy, loyal customers can also become brand advocates who promote your product or service to friends and family and stick with you even in tough times.
WHO ARE YOUR LOYAL CUSTOMER
- Make repeat purchases
- Under mind your competitors
- Engage with you on various channels
- Gives feedback on how your company can improve its offerings
- Advocate for your brand and recommend your products or services to others
HOW TO HANDLE LOYAL CUSTOMER/SHOPPER
Make things easy for customers
Provide excellent service
Meet customers where they are
Priorities their demand
Communication
Loyalty card
