Clients are, along with the staff, the most valuable assets of an organization. To care for customers, you must first take care of the employees, who will be the ambassadors of the clients.
A happy and satisfied employee is a more productive and efficient employee. When you have a company, you must take care that each and every one of your employees is happy with it because if not, sooner or later, they will leave. How to do it? It’s as simple as this:
1. A fair salary
It seems a lie, but even today there are many companies that pay very low salaries to their employees. If you want an employee to be happy in your company, you have to pay him what he really deserves to do his job. This will have a positive impact on your business.
2. Know how to listen
You have to know how to see and hear the demands of your employees. Many entrepreneurs go “on tiptoe” for their company, neglecting the problems of the people who work with them. It is fundamental for the good functioning of any business that employees can express freely and that the manager of the same listen to them with the maximum attention and attend their demands.
3. Recognize all your achievements
You have to be able to pat yourself on the back when necessary. Many workers are frustrated in their companies because their bosses only recognize the blunders (a necessary thing also as a touch of attention). But it is great to take care of the employees valuing their efforts, their overtime, their achievements … It costs nothing to recognize and value everything that is done well.
4. Foster a good working environment
When a company is smudged in a fog of “bad roll”, that has a direct impact on the results. Communication, and with it the productivity and efficiency of employees, falls and collapses in a vertiginous way. That is why it is good that the person in charge of the company fosters fellowship, communication and himself is the first to have a good attitude towards others.
5. Offer advantages and flexibility
Nothing better than offering certain advantages to your employees so they are happy working with you: possibility to work from home if necessary, flexibility in working hours, advantages of “restaurant checks”, free courses taught in the company environment …
With all this, your employees, will take care of your customers through Ten simple rules:
1. Strive to meet the customer and their needs, be able to put yourself in their place.
2. Consider your personal image as part of the service.
3. Shows availability for serving and helping customers.
4. Have a positive attitude and be courteous.
5. Do not say NO, look for a solution.
6. Listen carefully and express yourself clearly.
7. Turn complaints into opportunities for improvement.
8. Respect your colleagues and work as a team.
9. Be interested in learning and improving skills and knowledge.
10. Know well the environment in which you are.
• If the establishment has courtesy formulas must be used by all staff in their different areas of action.
In the case that they are not defined, they will be used the basic ones of relation between people: greet (good days, afternoons, etc.); Offer help (you want); If it is known to address the client by his surname; Say goodbye (have a good day, good night, etc.).
The staff will be friendly to guests:
Kindness reflects it:
– the willingness to respond immediately to the customer.
– the tone of voice and the rhythm of transmission (relaxed and with a sufficient rhythm that does not reflect neither haste nor anxiety).
– the ability to listen (it is a question of the client being able to express everything he wants and an understanding effort made).
– the ability to ask questions that facilitate what the customer wants to communicate.
– The ability to control aggression.
– The ability to smile.
– The ability to use the client’s language. The staff that is directly related to the clients knows at least the official languages of the autonomous community and is able to transmit pertinent information to the service in a foreign language among the most used by the tourists of the zone.
• Careful personal image. The staff goes to their neat job position and wears a uniform (if stipulated) in perfect condition, translating an image of professionalism, order and neatness in the service. Certain aesthetic codes are adopted: men who are well shaved and hairstyles and women without excesses of jewelry, perfume or makeup.
• You must maintain an image of interest in the client that is based on:
– Maintain visual control in the area of contact with the customer.
– Avoid doing parallel work or playing with objects.
– Regularly nod when the customer speaks.
– Answer the questions and if the answers are not known make the effort to look for the information.
– Record the data provided by the customer when the complexity (for example a surname, an address, an hour …) or importance (always in the case of a complaint) advise.
– In any case priority is given to customer service.
Sympathy:
• The physical level will be maintained with the customer when he is standing.
Staff addressing customers who are sitting should be kept upright.
• When the staff is in a waiting situation, it will remain in view of the client, avoiding to rely on decorative elements, walls or furniture. You will avoid putting your hands in your pockets and, as much as possible, folding your arms.
When a customer goes to any employee, the employee will always look after him with kindness, even if it is not his area of activity.
Face-to-face relationship with the client:
• The staff is accessible to the client which means that:
– It is always in sight of the client.
– If there is a counter, we will try, as far as possible, not to turn our backs on the customer.
– It keeps a constant observation of its area of action and of the clients that are in it.
– When a client is addressed to any employee, regardless of whether it is not his area of activity, he will kindly assist you by verifying that the client satisfies
Their demand, or is attended by a competent person when it is not their area of activity.
• The speed of customer service should be paramount.
The staff will leave the jobs that they could be doing, whenever this is possible, when a client goes to him. If it is not possible, apologies will be made and we will try to attend to you as soon as possible.
• In the case that is occupied when a client arrives with another client, face-to-face or by telephone, a gesture of identification will be made and visual contact will be maintained with the waiting client.
In the event that another employee is engaged, the matter will be postponed until the client’s need is verified.
• If you are answering the phone if a customer is presented, and the call does not come from another customer, it will be postponed or kept on hold.
The staff should always be accessible to the client and always be in sight:
• If a customer is attending to a customer, a telephone call is made, the person’s authorization is requested to answer, and in the case of calls that are not from other clients, they will be put on hold or postponed.
• The staff should exercise discretion and avoid personal conversations or calls that can be heard by the client.
• Any problem of work among the staff should be solved without losing their composure and maintaining tone of voice and a correct vocabulary.
• If an employee who is assisting a client is to be interrupted, the client’s authorization will be requested in advance.
• If for any reason the client had to be left, apologies will be requested, trying to get a partner to take care of him as quickly as possible. In case the customer decides to wait will try to return as soon as possible.
• In case of a management that requires a wait of the client will be kept at least visual contact during the development of the same.
• The relationship with clients will always be “You”.
The staff will have a friendly treatment regardless of the medium you communicate with.
Telephone support:
• Calls are answered in the shortest possible time, before the third tone. If for any reason the customer should be put on hold, the time of the client must be less than 30 sec.
• Use of courtesy formulas. When picking up the phone, the establishment is identified, the greeting is pronounced and help is offered (Trade Name …, good morning, … How can I help you?)
• The client’s name (Mr. …) is used from the moment the customer has provided it and the client is saved unnecessarily, avoiding waiting for a customer call without first finding out who he is and what he wants.
• The staff will be friendly to guests. The telephone kindness reflects it:
– the tone of voice and the rhythm of transmission (relaxed and with a sufficient rhythm that does not reflect neither haste nor anxiety).
– the ability to listen (it is a question of the client being able to express everything that he / she wants and that an understanding effort is made), maintaining a regular auditory contact (to assent) that shows that it is being attended.
– the ability to ask questions that facilitate what the client wants
– The ability to control aggression.
– The ability to use the language of the client or in default English.
It should be possible to generate an image of interest in the client that is based on:
– Regularly nod when the customer speaks.
– Repeat the essential aspects of the questions raised by the client.
– Answer the questions and if the answers are not known make the effort to look for the information.
– Record the data provided by the customer when the complexity (for example a surname, an address, an hour …) or importance (always in the case of a complaint) advise by reformulating them to the client.
– There are no parallel conversations that can be heard by the client.
• In case of a management that requires a client wait, at least one regular auditory contact will be maintained (every 30 seconds, it will be reported that the management is continued). In the event that this management is extended more than 3 minutes will be offered to call it to the end of the management. In this case the name of the person you are attending will be informed and a contact telephone number will be requested.
Management of complaints and suggestions:
• Customer complaints will be collected in writing, and will be made in full view of this. Before a complaint is given full attention to what the client communicates, listening to the details to extract the maximum information and then analyze how to prevent it from happening again.
• Let the customer talk until he has finished exposing his problem, without interrupting in any case. Although the client is not right, it is not discussed, it is argued that there has been a communication problem, a misunderstanding, a dysfunction in the service, … An apology is presented and communicated that appropriate action will be taken. The client is reminded that there are forms to reflect your complaint in writing. In case you do not do this, it must be registered by the staff.
Customer complaints will be collected in writing, and will be made in the eyes of the latter; Are an enormous opportunity for improvement, and so must be seen by the organization, many organizations demonize claims
Sales Acts:
• In the case of small shops, the staff has a thorough knowledge of the establishment’s offer, both quantitatively (products) and qualitative, and the distribution of the same.
• In the case of shops with specific departments, the personnel must have a thorough knowledge of the department’s offer, both quantitatively (products) and qualitative, and the distribution of the same in the department. You must be able to report the location of other departments and services.
• The staff clarifies the client’s doubts and verifies their understanding. When a client can not be answered, he will be accompanied and presented to the employee who can solve it. In case of not being able to accompany the client will be given precise indications on the place and the people to whom it must be directed and, later, will verify that the contact has been realized.
• Staff regularly checks product price labeling to make sure they are visible and correct.
• Staff maintains products permanently ordered according to established organization.
• Verify good condition of the products, in case of deterioration they will be replaced. Products are checked regularly with expirations, immediately removing those who have complied with it verifying the substitution thereof.
• The staff reinstates products displaced by customers for testing or verification. In case of deterioration it will be removed and replaced.
• Counseling support will be provided, in case of denial by the client, the employee will withdraw.
• The staff knows and can explain the different offers available in the establishment (periods of application, etc.).
• The Personnel knows and can explain the different guarantees existing on the products.
• Products with individualized packaging of origin will be delivered without undoing. At the request of the client it will be unsealed in his presence and the content will be verified and closed again after the same. In case of deficiencies, the product will be replaced.
• In the case of delivering exhibition products, shown outside their original packaging, the customer will be informed of the circumstance and offered compensation.
• The products will be delivered in the bag or container (plastic, paper …) of the establishment. Those products that, due to their characteristics, are fragile, should be wrapped using higher protection materials: bubble paper and / or appropriate material to protect the product inside a box / bag.
When the article is a gift, the establishment will use gift wrap that may be the property of the establishment and decorate it with some decorative element (ribbon, sticker …).
• The delivery will verify that all anti-theft mechanisms have been removed.
• Assistance will be provided to the customer with the purchased products when their volume so advises.
• If you do not temporarily have a product offered, you will be in a position to inform when it is available.
• In case the product or its size, substitution, adaptation or volume must be delivered in a deferred manner, the staff will be sure to inform the customer of the conditions and delivery times.
• In the case of deferred home delivery, the necessary data will be collected. A contact telephone number will be available. A receipt will be provided with the delivery data and people and contact numbers.
Sales Invoicing:
• The staff can inform the client of the charges and the total amount of the invoice.
• In the event that the customer finds a justified error, an apology is immediately offered and the amounts are rectified.
• In the case of cash payments, the change will be verified.
• In the case of payments with credit cards, it is verified that the copy of the charge has been signed.
• It is verified that the acceptance of the invoice is signed in case of deferred charges. In this case, when the invoice is sent, copies of the vouchers of the different charges will be sent, if any.
• Say goodbye to the customer with a smile, thanking him for the purchase and wishing him a good day.
He greets the customer with a smile, thanking him for the purchase and wishing him a good day.
• Cleaning is done at times when it causes less prejudice to customers. The cleaning work is carried out, preferably, during closing times. If the cleaning is done during opening hours, special care is taken to avoid noises that can be heard from the customer service spaces (reception, sales spaces, etc.).
Cleaning of maintenance during the opening hours:
• The cleaning staff greets (Good morning, Good afternoon, …) to the clients with whom it crosses. The staff will maintain, as far as possible, an acceptable sound level, trying to avoid the use of cleaning equipment (vacuum cleaners, polishers, etc.) near public spaces.
• If personal effects of customers are found during the cleaning operations, they will be delivered to the person in charge of the trade, indicating the time and place.
• Personnel will ensure that interventions in risky customer areas (such as floor scrubbing) are properly marked and marked.
• Before intervening in areas of restricted access, such as services, will ensure that there are no clients or that they are aware of the entry of staff.
• The staff will ensure that the cleaning elements (carts, buckets, etc.) do not pose a risk to customers. In turn, cleaning elements will be avoided by interfering with the passageways.
The cleaning work is carried out, preferably, during closing times:
• Preventive maintenance functions will be performed at times when it causes less prejudice to customers. Maintenance work is preferably performed during closing times. If maintenance is carried out during opening hours, special care is taken to avoid noise that can be heard from the customer service spaces.
Maintenance during the opening hours:
• Personnel shall ensure that maintenance interventions in any area intended for customers are properly marked and marked.
• The staff will be insured before any action that involves a risk that are not located outside the maintenance service in the affected area.
• Before intervening in areas of restricted access, such as services, will ensure that there are no clients or that they are aware of the entry of staff.
• Personnel will ensure that maintenance items (cables, machinery, tools, buckets, etc.) do not pose a risk to customers. In turn, maintenance items will be avoided by interfering with the waypoints.
The staff will ensure that the cleaning elements do not pose a risk to customers.