Handling customers
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some tips on customer relationship and how to handle them.
[*] to the customers, every little thing is urgent and they expect it to be done asap. if possible try to attend to them as fast as u can.
but some times, a job might involve other party as well. this might take time as what we call red-tape and indian chiefs.
therefore, never ever promise customers anything or any date unless u are very very sure u are able to fulfill the commitment. if the job requires other parties to be involved, check with them 1st before replying the customer.
[*] never ever promise customer that what he/she wants can be done unless u are 100% sure it can really be done. especially if u are new, it is better to check up 1st before promising anything.
to the customer, they don't care whether u are new or not, if u promised them yes it can be done but turns out cannot be done. the customer will definitely says, "why cannot? so and so say it can be done."
therefore be careful of what u promise to customers.
[*] a good way to handle customers is to say "let me do a check first and i will call u back later". by doing so, u can pray that the customer forgets about it or alternately u can just do a check on the customer's request.
[*] if a customer wants something to be done. it's a good idea to ask them to send an e-mail instead of just talking on the phone. by doing so, u have a black and white copy as proof in case anything happens, u can still refer back to the e-mail.
[*] when a customer send an e-mail wanting something to be done, they expect an answer from u asap. therefore it's a good practice that u reply to the e-mail within 1 day. even if the e-mail doesn't concern u, reply to it anyway and say that u will work it out with the other department/people etc and will get back to them as soon as possible. -
orh
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sorry to ask...but wun the customer think that you are new and not sure of the procedures? will it result in him asking to change a new agent as he/she may lose confidence in u?Originally posted by Gordonator:some tips on customer relationship and how to handle them.
[*] to the customers, every little thing is urgent and they expect it to be done asap. if possible try to attend to them as fast as u can.
but some times, a job might involve other party as well. this might take time as what we call red-tape and indian chiefs.
therefore, never ever promise customers anything or any date unless u are very very sure u are able to fulfill the commitment. if the job requires other parties to be involved, check with them 1st before replying the customer.
[*] never ever promise customer that what he/she wants can be done unless u are 100% sure it can really be done. especially if u are new, it is better to check up 1st before promising anything.
to the customer, they don't care whether u are new or not, if u promised them yes it can be done but turns out cannot be done. the customer will definitely says, "why cannot? so and so say it can be done."
therefore be careful of what u promise to customers.
[*] a good way to handle customers is to say "let me do a check first and i will call u back later". by doing so, u can pray that the customer forgets about it or alternately u can just do a check on the customer's request.
[*] if a customer wants something to be done. it's a good idea to ask them to send an e-mail instead of just talking on the phone. by doing so, u have a black and white copy as proof in case anything happens, u can still refer back to the e-mail.
[*] when a customer send an e-mail wanting something to be done, they expect an answer from u asap. therefore it's a good practice that u reply to the e-mail within 1 day. even if the e-mail doesn't concern u, reply to it anyway and say that u will work it out with the other department/people etc and will get back to them as soon as possible. -
not necessary. depends on situation.Originally posted by monkeybusiness:sorry to ask...but wun the customer think that you are new and not sure of the procedures? will it result in him asking to change a new agent as he/she may lose confidence in u? 
if u are sure of what u are doing, by all means give the customer the answer on the spot. if u are not sure, it's just better to say u will check first and get back to them as compared to smoking them.
i believe the customer won't lose confidence in u simply because u said u will check first and call them back. as long as u reply within the next few hours and give them answer, it should be OK.