10 Mandamientos de Atención al Cliente

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18 Oct 201604:54

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

00:00

😀 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

Customer service refers to the assistance and support provided by a company to those people who buy or use its products or services. It is a fundamental aspect of the video's theme, emphasizing its power in sales comparable to competitive pricing or excellent products. The script suggests treating customers as one would like to be treated, highlighting the importance of kindness and attentiveness in customer interactions.

💡Positive Body Language

Positive body language is a set of non-verbal cues, such as eye contact, posture, and facial expressions, that convey openness, agreement, and engagement. In the context of the video, maintaining a positive body language is advised to appear more approachable and empathetic to customers, which can enhance communication and the overall customer experience.

💡Understanding Customer Needs

Understanding customer needs is the process of identifying what a customer wants and requires. The video underscores the importance of this step as it allows for the provision of products or services that meet the customer's expectations fully. It involves active listening, asking questions, and taking notes to ensure that the final product or service exceeds the customer's expectations.

💡Anticipating

Anticipating in the video refers to the ability to foresee customer needs and act proactively to meet them. It is associated with being a visionary in business, staying informed, and making necessary decisions. The script uses the term to illustrate the idea of thinking ahead and providing faster results, which can lead to greater success in professional life.

💡Response Time

Response time is the duration it takes to reply to a customer's query or request. The video stresses the importance of meeting response times and following up to ensure that expectations are met and to maintain a professional image. It warns against giving false time expectations to avoid failures and disappointments.

💡Teaching to Fish

The concept of 'teaching to fish' in the video is about adding value to customers by sharing knowledge and empowering them to find solutions independently. It suggests explaining to customers how they can perform tasks without relying on the service provider, thus fostering self-sufficiency and a deeper understanding of the products or services.

💡Clarity and Process Adherence

Clarity and process adherence are about using simple and clear language when explaining processes to customers and ensuring that both parties are on the same page. The video emphasizes the importance of applying processes systematically to avoid confusion and to ensure that the customer's needs are met efficiently.

💡Confirmation of Requirements

Confirmation of requirements is the act of verifying with the customer that all understood needs and expectations are correct before starting a project. The video script mentions the importance of this step to avoid future complications and to ensure that the service provider and the customer are aligned in their understanding.

💡Honesty and Congruence

Honesty and congruence in the video are about keeping promises to customers and ensuring that the results are real, achievable, and feasible. It is about being transparent and clear on how the service provider adds value to the customer's business, which builds trust and credibility.

💡Doing It Right the First Time

Doing it right the first time is about the importance of performing tasks correctly on the initial attempt. The video script suggests that this builds confidence, credibility, and prestige, setting the service provider apart from the competition. It is presented as a daily goal for professionals to avoid rework, time constraints, and unmet expectations.

💡Customer Satisfaction

Customer satisfaction is the degree to which a customer's experience meets or exceeds their expectations. It is the ultimate goal in the video's narrative, as it is linked to the effectiveness of customer service practices. The script implies that by following the provided guidelines, professionals can significantly improve 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.