The capability of the organisation through its employees or personnel to be able to handle customers.Handling customers is ability to develop a long lasting mutual relationship with the customers.Customers can be clearly handled using one of the most important ingredient called customer care.
Customers may not buy your products because possibly they don't know how to use the products,not trust or no enough knowledge of your organisation or don't have enough time.
Some needs time to think about it or to consult family members or to compare prices with other competitors .If the prices of the products are expensive customers can not afford to buy.
Some people need to shop otherwise the quality of the product is not upto the customer /s expection.It should be noted that dealing with customers in most cases requires an individual to be able to clearly understand that given day to day duties particulary in the retail environment customers will always object to manufacturers.
Solutions to overcome customers objectives:
Always create a conducive environment and be friendly to customers.Clearly outline what employees should say if customers raise such objections or objectives.Don't be rude to customers and avoid rushing customers to make purchases ,above all customers is the backbone of your business if you might want to succeed.Have strategy for you to advertise either weekly ,monthly ,quarterly or annually in some fashion, to keep your name top in your customer's mind.Theadvertisements should be consistent with what your customer finds when they shop with you.
If for example making beautiful ad campaign on the internet or TV commercials showing all workers from the areas of the shop ,bakery,butcher or grocery smiling for the matter of making impressions that the organisation wants to be recognised for having great service.The reality must be the same from those ads and workers need to be continuously trained and given incentives.
Be able to explain to the customer the importance of the product mainly focussing on its benefits or features.
The benefits are characteristics that are found on a product particularly on what the product does to the customer after a purchase have been made ,for example on the durability ,satisfaction,quality or guarantee.
Features are the basic characteristics that are found on a product with particular attention to the following style,design,brand name and colour range.
Just like the gift wrap on a pretty package , your merchandise is what the customers see to make the first impression.Good entrance neat doors can invite customers in.
Employees are the biggest asset or they can be biggest liability .You might have a big wake -up call if you ask yourself the following question "would i want any of my employees for my competition ?" If your answer is yes ,you do better do some house cleaning.
Employees are not however bad performers ,they just need regular training inorder to be consistent on service.They must also held accountable for their performance on a persistent basis,not just a once a year review time.When employees need to be rewarded so that they realise their importance in the organisation.Without them ,there would be difficult to do all the task necessary to produce quality services or products now you be able.
If you want an outstanding performance from employees during busy moments where your business is at peak ,develop your team players now ,not when panic scheduling rears it's ugly head.Remember how your employees feel about their job that will be written all over their faces ,and that is the first thing your customers see.The employees should be trained to work within the organisation' s mission.Most of the organisations train their workers to be rigid in rules that our customer's satisfication with our services is compromised.But workere should be advised to make their moral judgements according to the situatons and always help the customers so long it does not affect the policy of doing business.
Customer bill of Rights:The customer has the right for:
•polite treatment all times
•treated as a king
•full attention during every transaction
•fast and accurate information
•be kept well informed
•friendly and smiling services
•expect action in emergencies and special situation
•expect that the organisation she/he is dealing with has adequate knowledge concerning their products or services.
When treating your customers don't expect that every one loves the present they get.Why we make our customers jump through hoops?We make it difficult for them to buy and then we make it more difficulty for them to bring it back and we wonder why they choose to shop somewhere else.How we treat customers throughout the year when they are purchasing or even when they are returning items ,set the stage for their future business.The gifts should be timed so that they can motivate customers.
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