Intensive training of good customer service best practices for Latin Embassador.

It takes a lifetime to build a good reputation, and only minutes to destroy it.

Possibly without knowing, this famous quote represents the utmost importance of a customer service for a brand.

The reputation depends on the product/ service offered and the context around the purchase. The satisfaction of the buyers is the best indicator for a brand and a company to run smoothly so that your buyers are satisfied with what you offer, it is essential to have excellent customer service, with this we do not only refer to the level of kindness, on the contrary, commercial operations or types of deals with other companies that you perform they can affect your results and also the way your business is perceived in the public opinion “Around 60% of companies and organizations consider customer service as a priority for their business” Conexión Latina knows the importance of customer service; We are aware that through this we can have a satisfied customer and that this is reflected in sales and reputation.

What is customer service?

Customer service is the set of strategies that a company designs to meet, better than its competitors, the needs and expectations of its external customers - Humberto Serna Gómez

We emphasize the importance of customer service because this encompasses everything, from the way customers are greeted to the amount of parking spaces available; from handling complaints that will undoubtedly be received until you have a backup of the products or services. Here a series of questions that must be constantly raised in the customer service area of a brand or company:

Why so much importance?

Nowadays, we are competing hard for the clients' money and their loyalty. An owner of a company or brand is probably investing in advertising to bring consumers to the doors of their establishment, without thinking about what happens in the process between the door and the final purchase. Therefore, we lose sight of the most important part.

I already sold one thing, why not two, how do I become part of their home?

You should always keep in mind that it will cost more to attract new customers than to care for those you already have.

How do I acquire good customer service?

When the good service is named, you should start talking about attitude, a consumer should not know for any reason that you had a bad day and much less should be reflected in the way he is served.

Good service works from top to bottom and from bottom to top. At Conexión Latina we invite you to treat your employees in the same way that your final consumers should be treated, with the best human quality, because your attitude is what ultimately represents who your company is.

This is just one way how satisfaction can be guaranteed and also to repeat the purchase or provision of the service of a business or company.

Parameters for good customer service, of a Latin Ambassador:

Develop clear policies

These policies include: how many people are attending during the days that there is more flow in your company, how generous is your return or exchange policy, the way in which furious and / or satisfied customers are handled, how quickly You answer the phone or agility to solve some questions by email. Placing yourself in the place of your client and brainstorming each of the possible scenarios is ideal.

Involve your employees in the process

By doing it, with their help, get new ideas and generate a sense of belonging in them.

Hire the right professionals to attend this area

When it is time to conduct the interview with the candidates, a fundamental question is whether they know the importance of customer service and what it means for them to provide a quality service, the answer received will depend on whether or not the hiring of this candidate is appropriate at the time to attend the customer service area.

Provide customer service training

Train your employees in customer service policies and standards, here are some ideas that might work:

The method of "sales and customer service clinics" in which you propose scenarios that could occur during a day with clients and ask them; how they would respond or react to each of these situations.

The role play works very well. You must make an employee to act as the client and another to act as the employee, through games and always giving the proper feedback you can educate both employees and yourself.

Conduct surveys with your customers and follow up timely

Another way to measure service levels is to invite customers to perform a simple and honest assessment of the type of service that you and your employees are providing. In this way, customers will know that your company cares about the importance of customer service.

These types of activities should be carried out through focus groups, surveys or by creating a dialog and comments online or at the store specifically.

It is also recommended to ask employees to keep you abreast of the most common praise and complaints they receive and to strive to improve day by day without forgetting that employees can also be rewarded for their quality levels.

It focuses especially on the importance of customer service

Customer service creates trust and that is why in Conexión Latina one of the most important pillars is the trust generated by its brand with the community.

Currently, users only remain loyal to a company or business if they have a good reason to do so. If this does not happen, there is much competition available to which they could move.

The moment the consumer sees you worried about customer service, he increases his confidence and that could be the difference between the loyalty of a consumer and a client who leaves.

Responds personally to the positive or negative comments that may arise.

One of the best things you can do as an entrepreneur is to deal with feedback of negative value.

Dealing with complaints is not easy but you should understand that responding to these comments or complaints in a positive way is vital for your business and for consumers to notice that you care about them and that you offer a sincere apology to those people who are disappointed or dissatisfied with your service or product just show that it will improve.

The customer is always right.

 

Problems will always arise in any type of business, no matter how much you try to avoid them.

Since it is not possible to run a perfect business and not have each and every client completely satisfied, but if you can make sure that the friction that can exist in any of the scenarios does not become a problem.

If customers are convinced that they can express their opinions and complaints and that those details will be handled correctly, they will feel much more comfortable doing business with you.

Customer knows that good customer service matters more than price.

A great variety of studies and surveys have been carried out, in each of them they have found that the vast majority of consumers value the price less than the customer service.

This means that for them to get a better experience they are willing to have to pay more money.

Maintains the reputation of its brand.

There is something essential for companies of any nature, maintaining the reputation / image of your brand, ethics, values, history and how vital customer service is for you, will help you generate more potential customers and at the same time keep your existing customers.

Solve problems in a timely manner.

Every company, brand or business has something valuable that it can offer its customers: the solution to a type of need and / or problem. The main purpose of the departments or teams of customer service, is to ensure that their buyers are sufficiently informed about a product or service and that they have no problem in its use or application.

If you are an entrepreneur or marketer, you must understand that the importance of customer service is essential to achieve success in your company or brand. By doing so, it guarantees the loyalty of its users and improves its image continuously.