In a survey conducted by Gartner Market Research, it was found that 89% of the upcoming market competition will be in the area of customer service, meaning that companies will achieve profits and increase sales based on benefiting from this service.
The customer service experience is one of the distinctive experiences, as it leads you to deal with various customer segments, starting from that potential customer who read about your product or heard about it, to that customer who defends your product as if it were his own.
Given this great importance, it was necessary to identify each type of customer; This is so that we can develop the appropriate strategy to deal with it, and achieve the largest possible profit for the organization.
Therefore, we will work together in this article to identify the types of customers, and develop a strategy to deal with each type of them.
1. Potential customer:
It is the person who became acquainted with your product or services through an advertisement that the Foundation may have published, or through customers talking to you about the organization’s products and services; But in reality, this type of person cannot be considered a customer, and there is no link between him and the products and services provided by the organization.
What is the appropriate strategy to convert this person into a customer of the organization?
There are a set of steps that a customer service employee must take while dealing with this form of people in order to convert them into customers of the organization, and these steps are as follows:
Show the added value and the great benefit that this person will obtain when obtaining the product in a way that is unique to other competitors, and clarify the benefits it achieves and the problems that it will solve as a result of obtaining this product.
This type of person will not have sufficient enthusiasm for the product; Therefore, it is important that you cross the road and initiate a conversation about the product and the quality standards set in it, as this conversation will create a kind of friendliness and thinking about the product, and a kind of effective communication with this person; What actually contributes to converting him into a customer who buys your products.
2. The new client:
In fact, the steps you take in the previous stage are nothing but the process of converting a person from a potential customer to a new customer upon his conviction that they will obtain the products and services you offer. Accordingly, the customer service officer must continue to provide support and assistance, but this time in a somewhat different manner than what he was doing in the first phase.
The strategy for dealing with this type of customer is the following steps:
Confirm to him the correctness of his decision to obtain the product, and build on him a positive first impression in dealing with the customer service employee.
Offer him your services as a customer service employee, and instill in himself reassurance by urging him to communicate with the service department for any inquiry or question, as well as to solve any problem that he may encounter.
Ask him about his preferred method of communication, and try to communicate with him periodically, and tell him about new products and the added value that they bring. In order to urge him to repeat the purchase.
3. Permanent client:
It is that customer whose name is repeated in customer records, is persistent in purchasing products from you, and who estimates the value that he gets as a result of obtaining the product; Therefore, this type of customer must be maintained by following a specific strategy with the following steps:
Communicate with him periodically using the methods he likes.
Call him by his explicit name, because there is nothing more beautiful than hearing the name of a person in the voice of another person, as there is a constant feeling for this customer of the amount of importance he gets as a result of dealing with the institution and obtaining its products.
Preserve the benefits that this customer gets from purchasing the product, and make sure to ask him about the features he prefers the most.
Introduce your colleagues on the team to him, which gives him extra importance, and makes him feel satisfied with the elegant dealings with him. He no longer deals with one person, but rather he can deal with all customer service personnel with the same quality and attention.
4. A Loving Client:
It is the type of customer that a spiritual relationship has developed between him and the product, regardless of what the competitors offer in the market, as the relationship between this customer and the product has become an affectionate relationship and an emotional connection.
This type of customer acts as a promoter of the product by talking to colleagues and family about the product, its features and the benefits that the individual achieves from its acquisition; In order to achieve the best investment from this type of client, the strategy for dealing with this type is the following steps:
Show him appreciation as a VIP, and make him a special case for you to talk to people about how much he appreciates and loves the product.
Always communicate with him, and tell him about all new products.
Make sure to take his opinion and take into account, as he answers with sincerity and love.
Always put it in the list of those getting offers and discounts.
Stay close to him, and maintain his level of enthusiasm for the product, and be very careful not to turn this love into intense hostility because of its disastrous consequences.
Through the review above, I find that each type of customer requires the service employee to deal with him according to a specific strategy. Customer service is not an arbitrary and random task. Rather, it has become a science taught in the most prestigious international universities. Labor market.
