Businesses cannot succeed without their
customers. That’s an obvious statement of fact yet many businesses are not
upholding this core value. In order to succeed, it is vital for companies to activate a customer-centric business model.
The Financial Brand
recently posted an article highlighting today’s typical
customer service representative’s mindset. Most associates in the workplace are
showing lack of care or empathy for customers. They simply do the minimum task
of answering a client's questions with an inadequate answer. Very few are
really going above and beyond to make the business succeed. Reasons for this can be attributed to low
wages, poor positions, and lack of training. Businesses need to be equipping
representatives with the skills that allow them to handle day-to-day client
interactions effectively. These skill sets help to empower representatives
which results in them being proactive and attentive in helping out customers.
This, in turn, attracts and builds more business.
One major contributor to low work ethic is the
constant changes occurring all around. Representatives on the frontline are
forced to adapt to quickly changing company standards as well as shifting
product lines. At the same time, they are charged with learning to handle a
clientele base that is always changing its preferences. This prevents
representatives from forming a solid relationship with their customers.
A recent survey indicated that 30 percent of
industry representatives do not believe that their companies put customers
first. They believe that products and sales are the primary concern of a
company. While it is important for a business to ensure a steady cash flow, it
should never lose site of where the revenue is coming from – customers!
Companies can immediately benefit by enforcing
a more customer-accommodating sales practice. Offering
solutions with a client-centric approach, as opposed to a product-first
approach, is what will transform new clients into long-term clients.
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