10 Mandamientos de Atención al Cliente
Summary
TLDRThis video script emphasizes the importance of exceptional customer service as a key to sales success, parallel to competitive pricing and quality products. It outlines ten indispensable commandments for excelling in customer service, including being kind, maintaining positive body language, understanding customer needs, going beyond expectations, meeting response times, teaching self-reliance, clarity in processes, confirming requirements, honesty, and doing things right the first time. These principles build trust, credibility, and a professional reputation that sets one apart in the competitive market.
Takeaways
- 😀 Be kind to customers as you would want to be treated when you are a customer.
- 🤝 Maintain positive body language to show agreement and engagement with the customer.
- 🔍 Understand the customer's needs by paying full attention, listening actively, and asking probing questions.
- 🚀 Go beyond by putting yourself in the customer's shoes and thinking ahead to provide faster results.
- ⏰ Adhere to response and follow-up times to avoid false expectations and ensure things are on track.
- 🎓 Teach customers to fish by sharing knowledge and empowering them to find information independently.
- 📋 Clarify and stick to processes to ensure both you and the customer are on the same page.
- 📝 Confirm and verify requirements with the customer to avoid misunderstandings and complications in the future.
- 🤔 Honesty and congruence are crucial; fulfill promises to the customer and ensure results are real and achievable.
- 🏆 Do it right the first time to build trust, credibility, and stand out from the competition.
- 📈 Follow the customer service guidelines to see significant improvements in your professional performance.
Q & A
What is considered as powerful in sales as a competitive price or an excellent product?
-Good customer service is considered as powerful in sales as a competitive price or an excellent product.
What is the first commandment for excelling in customer service mentioned in the script?
-The first commandment is to be kind to customers, treating them the way you would like to be treated.
Why is maintaining positive body language important during customer interactions?
-Maintaining positive body language is important because it shows agreement, attentiveness, and engagement with the customer, leading to better communication and empathy.
What is the basic stage in understanding a customer's needs called, and why is it crucial?
-The basic stage is called 'needs detection,' and it is crucial because it allows for perfect understanding of what the customer wants and needs, enabling you to satisfy them 100%.
What should a professional do to go beyond and anticipate customer needs?
-A professional should put themselves in the customer's shoes, think ahead, gather information, and make necessary decisions to provide faster results.
Why is it important to meet response and follow-up times in customer service?
-Meeting response and follow-up times is important to maintain professionalism, avoid false expectations, and ensure that promises are fulfilled and expectations are met.
What does the script suggest to do in order to add value to customers?
-The script suggests teaching customers how to do things independently and sharing knowledge, which adds more value than just providing a service.
What should be the approach to processes when working with customers?
-The approach should be to use simple and clear language regarding processes, apply the customer's processes judiciously, and ensure both parties are on the same page.
Why is it necessary to confirm requirements before starting a project with a customer?
-Confirming requirements is necessary to ensure mutual understanding and to prevent potential complications in the future.
How does honesty and congruence play a role in customer service according to the script?
-Honesty and congruence are important as they involve fulfilling promises to the customer, ensuring results are real, achievable, feasible, and clearly adding value to their business.
What should be the daily objective for professionals to stand out in their performance?
-The daily objective for professionals should be to do the job well the first time, building trust, credibility, and prestige that sets them apart from the competition.
Outlines
😀 The Power of Customer Service
This paragraph introduces the concept that excellent customer service can be as influential in sales as competitive pricing or a superior product. It invites the audience to learn about ten indispensable commandments for standing out in customer service. The first commandment emphasizes the importance of being kind and treating customers as one would like to be treated, highlighting the impact of a friendly demeanor, smiling, using the customer's name, and having a service-oriented attitude.
🤔 Positive Body Language in Customer Interactions
The second commandment focuses on maintaining positive body language during customer interactions. It explains how body language can convey agreement or disinterest and suggests adopting a posture that shows attentiveness, such as making eye contact, having relaxed shoulders, and avoiding crossing arms or placing hands in pockets. The paragraph also touches on the importance of empathy and clear communication for building better relationships with customers.
🔍 Understanding Customer Needs
The third commandment is about comprehending the customer's needs. It stresses the importance of the detection phase, where understanding what the customer wants and needs is fundamental to satisfying them fully. The paragraph advises to pay full attention, get involved, and not just listen but also investigate, ask questions, and take notes to ensure the final product exceeds expectations and upholds professional prestige.
👀 Seeing Beyond the Immediate
The fourth commandment encourages going beyond the immediate to understand the type of person the customer wants to be, whether it's someone who sends an email or a visionary in business. It suggests putting oneself in the customer's shoes and thinking ahead to provide faster results. The paragraph implies that those who anticipate and prepare will have more success in their professional lives.
⏰ Adhering to Response and Follow-Up Times
The fifth commandment is about meeting response and follow-up times. It states that a true professional should not be informal and must have action plans to ensure things happen on time and as expected. The paragraph advises against giving false time expectations to avoid failures and emphasizes the importance of follow-up to ensure that expectations are met and, if not, how to cover them.
🎣 Teaching Customers to Fish
The sixth commandment is about adding value to customers by sharing knowledge. It suggests that often more value is added by teaching customers how to do things independently and where they can find important information. The paragraph encourages explaining processes to customers so they can rely less on the service provider.
📝 Clarity and Adherence to Processes
The seventh commandment emphasizes the importance of clarity and adherence to processes to ensure both the service provider and the customer are on the same page. It advises using simple and clear language regarding processes and applying them judiciously to ensure things happen as they should.
📑 Confirming and Securing Requirements
The eighth commandment is about confirming and securing requirements before starting a project to ensure mutual understanding. The paragraph suggests sending an email to the customer to confirm that both parties are on the same channel and to avoid potential complications in the future.
🤝 Honesty and Congruence
The ninth commandment highlights the importance of honesty and congruence in all areas of life, which translates to fulfilling promises to customers exactly as stated. The paragraph stresses that results should be real, achievable, feasible, and congruent, and it should be clear how value is added to the customer's business.
🏆 Doing It Right the First Time
The tenth commandment is about the satisfaction of doing a job well from the start, which builds trust, credibility, and prestige, setting the service provider apart from the competition. The paragraph encourages good planning to avoid rework, lack of time, false expectations, and not having the expected results, making doing it right the first time a daily goal.
Mindmap
Keywords
💡Customer Service
💡Positive Body Language
💡Understanding Customer Needs
💡Anticipating
💡Response Time
💡Teaching to Fish
💡Clarity and Process Adherence
💡Confirmation of Requirements
💡Honesty and Congruence
💡Doing It Right the First Time
💡Customer Satisfaction
Highlights
Good customer service can be as powerful in sales as a competitive price or an excellent product.
Invites you to learn the ten indispensable commandments to stand out in customer service.
Commandment 1: Be kind - treat customers how you would want to be treated as a customer.
Commandment 2: Maintain positive body language - it speaks volumes about your engagement and agreement.
Commandment 3: Understand the customer's needs by fully listening, investigating, and taking notes.
Commandment 4: Go beyond - think ahead for the customer, anticipate needs, and be proactive.
Commandment 5: Meet response and follow-up times to avoid false expectations and ensure things are on track.
Commandment 6: Teach customers to fish - add value by sharing knowledge and empowering them.
Commandment 7: Clarity and adherence to processes ensures both you and the customer are on the same page.
Commandment 8: Confirm and ensure requirements are understood to avoid future complications.
Commandment 9: Honesty and congruence are crucial - fulfill promises exactly as made to the customer.
Commandment 10: Do it right the first time - this builds trust, credibility, and sets you apart from the competition.
Consistently following the customer service commandments will lead to spectacularly improved results.
Being excellent in performance requires good planning to avoid rework, time constraints, and unmet expectations.
The first-time success in doing things right should be a daily goal for professionals.
By following the customer service guidelines, you will see a significant improvement in your results.
Transcripts
una buena atención al cliente puede ser
un elemento tan poderoso en las ventas
como un precio competitivo o un
excelente producto por eso hoy queremos
invitarte a conocer los diez
mandamientos infaltables que debes
seguir para sobresalir en el tema de
atención al cliente mandamiento 1 sea
amable quien preferirías que te
atendiera nuestro amigo de la izquierda
o alguien que sonríe te llama por tu
nombre
escucha tus necesidades y tiene actitud
de servicio es sencillo trata a los
clientes cómo quieres que te traten
cuando te toca hacer cliente mandamiento
2 mantén un lenguaje corporal positivo
tu cuerpo habla si mantienes los brazos
cruzados durante una conversación y no
haces contacto visual parecerá que no
estás de acuerdo con la otra persona o
que estás pensando en otra cosa si
mantienes los hombros caídos parecer a
alguien pasivo y sin energía si por el
contrario mantienes contacto visual una
postura erguida y relajada evitas cruzar
los brazos o llevarte las manos a las
bolsas y sonríes oa sientes con la
cabeza mientras la otra persona habla
y mucha más empatía y mejor comunicación
con tus clientes mandamiento 3
comprender las necesidades del cliente
el cliente necesitaba esto y lo que
nosotros entendimos que necesitaba fue
esto la etapa de detección de
necesidades es básica pues si entendemos
perfectamente lo que quiere y necesita
el cliente podremos satisfacer lo al
cien por ciento para lograr entender sus
necesidades se requiere de toda atención
involúcrate realmente y no sólo oigas
escucha lo de verdad investiga pregunta
toma apuntes tú eres el experto
asegúrate de que el producto final
excede expectativas y ponga tu prestigio
profesional muy arriba
mandamiento 4 ve más allá
qué tipo de persona quiere ser de los
que envían un mail
o un visionario en el negocio que se
adelanta se informa se asegura que va a
las juntas lleva las decisiones
necesarias en caso de que se requieran
se pone en los zapatos del cliente y
piensa que se podría adelantar para dar
resultados más rápidos quién crees que
tendrá más éxito en su vida profesional
mandamiento 5 cumplir tiempos de
respuesta y seguimiento
un verdadero profesional no puede ser
informal por eso un profesional siempre
debe tener planes de acción para que las
cosas sucedan en tiempo y forma no dar
falsas expectativas de tiempos para no
generar fallas dar seguimiento
asegurarse que las cosas van por buen
camino que realmente se cumplieron las
expectativas y de no ser así como
podemos cubrirlas
mandamiento 6 enseñar a pescar recuerda
que estamos aquí para añadir valor a
todos nuestros clientes y muchas veces
añadimos más valor compartiendo
conocimiento siempre que sea posible
explicarle a los clientes cómo pueden
hacer las cosas sin depender de nosotros
dónde pueden encontrar información que
es importante para ellos etcétera
mandamiento 7 claridad y apego a
procesos para que tú y el cliente estén
en el mismo canal trata de usar un
lenguaje sencillo y claro en cuanto a
los procesos busca el cómo hacer que las
cosas sucedan aplicando con criterio los
procesos del cliente
mandamiento 8 asegurar y confirmar los
requerimientos ya estás a punto de
empezar con un proyecto no está
segurísimo de que entendiste bien todo
no te gustaría enviar un mail a tu
cliente asegurándote de que ambos están
en el mismo canal
asegúrate siempre de que vas por buen
camino confirmar que lo que entendiste
esté bien nunca estará de más y nos
evitará muchas posibles complicaciones
en el futuro mandamiento 9 honestidad y
congruencia la honestidad y la
congruencia son importantes en todas las
áreas de la vida y se traducen en
cumplirle al cliente lo prometido al pie
de la letra
nuestros resultados deben ser reales
alcanzables factibles congruentes y para
el cliente debe ser muy obvio y claro de
qué manera añadimos valor a su negocio
mandamiento 10 hacerlo viene a la
primera
pocas cosas son tan satisfactorias como
hacer un trabajo bien hecho ya la
primera eso va construyendo confianza
credibilidad y prestigio que nos
destacan de la competencia si queremos
ser excelentes en nuestro desempeño
tengamos una buena planeación dejemos a
un lado los re trabajos la falta de
tiempo las falsas expectativas el no
tener los resultados esperados hacerlo
bien a la primera debe ser un objetivo
diario como profesionales sigue el
decálogo de orientación al cliente y
verás como tus resultados mejoran
espectacularmente gracias por tu
atención hasta luego
5.0 / 5 (0 votes)