Customer Handling - CRM | Soft Skills | Skills Training | TutorialsPoint

Summary

This video on customer handling skills emphasizes the importance of treating customers with care and respect, as they are the foundation of any business. Key points include understanding customer needs, offering great communication, and creating a positive, empathetic attitude. It highlights the significance of retaining customers through effective service, managing customer expectations, and avoiding negative behaviors like offering excuses. Different customer types, such as angry or talkative customers, require tailored approaches. The video concludes by emphasizing that customer handling is not just a skill but an attitude that is vital for fostering long-term business success.

Takeaways

• 😀 Customers are the lifeblood of any business; treating them well is crucial for success.
• 😀 Customer handling skills are essential for understanding customer needs and providing excellent service.
• 😀 The best customer service occurs when you promise less and deliver more, exceeding customer expectations.
• 😀 Good customer handling leads to better customer retention, loyalty, repeat business, and free word-of-mouth publicity.
• 😀 Customers expect basic, small things like being greeted, valued, helped, and listened to.
• 😀 Effective communication, reliability, flexibility, and regular follow-ups are key competencies for handling customers.
• 😀 Attitude is a critical factor in customer handling—service is not just a department, but an attitude to have.
• 😀 Avoid negative responses like 'I don’t know' or leaving customers on hold for long periods to maintain professionalism.
• 😀 There are different types of customers, including angry, talkative, know-it-alls, indecisive, and suspicious, and each requires a different approach.
• 😀 Handling angry customers involves letting them vent, staying calm, and addressing the issue without taking it personally.
• 😀 When dealing with talkative customers, it is essential to limit long pauses and keep interactions brief to avoid time wastage.
• 😀 To handle indecisive customers, offer them time and clear information to help them make informed decisions.
• 😀 Providing a calm and friendly approach to suspicious customers, answering their questions patiently, is key to managing their concerns.

Q & A

What are customer handling skills and why are they important?

Customer handling skills refer to the ability to interact with customers in a polite, effective, and efficient manner. These skills are crucial because they help businesses retain customers, improve customer satisfaction, and foster loyalty, which are essential in a competitive market.

What is the best way to exceed customer expectations?

The best way to exceed customer expectations is to promise less and deliver more. By under-promising and over-delivering, you can leave customers pleasantly surprised and satisfied.

How can good customer handling contribute to business success?

Good customer handling can lead to better customer retention, positive word-of-mouth publicity, repeat business, and the ability to negotiate better prices with loyal customers. It helps create long-term relationships with clients, which is valuable in any business.

What are some basic expectations customers have from businesses?

Customers expect a warm greeting, to be valued, assistance when needed, active listening, and attention. These small but significant actions can make a huge difference in customer satisfaction.

Why is attitude important in customer handling?

Attitude is crucial in customer service because it shapes how you interact with customers. A positive, helpful attitude creates a welcoming environment, making customers feel valued and respected, which enhances their experience.

What qualities should a business demonstrate to ensure quality service?

To ensure quality service, businesses must demonstrate reliability, confidence in their products, responsiveness, efficiency, and consistency. These qualities build trust with customers and enhance their overall experience.

What are some things to avoid when handling customers?

When handling customers, avoid saying 'I don't know' without offering alternatives, using 'no' rudely, leaving customers on hold for too long, treating customers unequally, and making excuses for poor service. Instead, offer helpful solutions and maintain a polite, respectful tone.

How should you deal with difficult customers?

To deal with difficult customers, remain patient, listen actively, acknowledge their concerns, and focus on finding a solution rather than dwelling on the problem. This approach can help defuse tense situations and build a positive rapport with customers.

How should you handle a talkative customer?

When dealing with a talkative customer, be polite and friendly while limiting the conversation to avoid long-winded discussions. Keep your responses brief and stay focused on addressing their needs, ensuring efficiency without being dismissive.

What is the best way to handle an angry customer?

For an angry customer, let them vent without interrupting. Listen to their concerns, empathize with their frustration, and avoid taking things personally. Provide a solution in a calm and respectful manner, and ensure they feel heard and valued.