10 Mandamientos de Atención al Cliente

Summary

This 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.