& Customer advisory Page 20
- Who says what ?
- How is it being said ?
- How much is being said ?
- About what is being talked ?
- Why is something being said ?
- Taking into consideration the observations made and after having listened
carefully a judgement about the conversation partner can be made.
- According to the results of the own judgement one can now adapt his own
actions to the customer and his peculiarities, e.g. chose the right conversation
- Human behaviours can change and because of this one has to correct his adaptation
to the customer from time to time as well.
two main groups of customers can be distinguished. The first group is characterised
by its active and dynamical behaviour. With this group one should consider the
following points in order for the conversation to take a positive course:
- Listen quietly
- Not contradict constantly
- No long discussions
- Do not try to take over
the discussion but carefully try to control it.
- Try to concentrate fully
on the requests of the customer in order to satisfy them.
- Listen carefully to
the customer and try to create a positive conversation atmosphere.
To the second
group belong the more hesitating and more passively acting customers which in
most cases only make decisions after they being convinced in long discussions
and after they thought the decision over again repeatedly. With this group the
following points should be considered:
- Encourage and help the
customer during the decision making process.
- Exercise restraint and
do not give the other the feeling that he is inferior.
- Back the own arguments
with facts, test results and recommendations in order to increase the own
credibility and to win the trust of these customers.
- A calm, objective and
professional conversation atmosphere suits these customers best.
- A personal and friendly
conversation tone is especially necessary with these customers.
it can be said that people who are sociable and contact-ready by nature get
along more easily in the customer service business. One needs a little bit of
talent like in each profession, however many things can be learned and trained.