Be a lifesaver, understand your customer
Understanding your customers can be a difficult process no matter what industry you’re in. There are several things you should consider before approaching your customers, these range from knowing your customers’ needs, the industry you’re working in, your company’s products and what you provide as a company. In this case, if you’re working in the property industry and dealing with a particular client, you should be aware of what you’re currently selling or letting, your company’s ethos and the current legislation in the industry. By doing your research, you’ll be able to understand the customer’s problems or queries much more effectively and become in other words their ‘lifesaver’.
This doesn’t just take research skills, it’s vital you listen to the customer closely, especially as many people can speak a variety of tones, making it easy to mishear a question or query. Occasionally, listening can be difficult, especially if the customer is talking fast, that’s why you should speak slowly, giving the customer a reason to slow down. As well as listening closely, it’s imperative to speak clearly and communicate the plan of action with the customer. It’s no good, coming up with a solution to their problem but not acting after you’ve spoken to the customer. Come up with a plan of action and outline this clearly with the customer before you’ve finished speaking on the phone. If it’s face to face, write something down so the customer can clearly see how you’re going to solve the situation or deal with their query and reassure them that their problem will be solved as quickly as possible. Make sure you act upon what you’ve just said, so you continue to give your company the recognition it deserves.
Understanding your customers can mean using a variety of skills which we at VTUK have underlined. It’s important to conduct research before approaching your customers, listen and offer advice. By doing all of these things, you’re on your way to understanding your customer and achieving exceptional customer service.
AT VTUK, we pride ourselves on achieving excellent customer service in the property industry. We treat you as partners building our software solutions the way you want them to be built, as well as constantly improving the way we communicate with you. Whether it’s picking up the phone, email or social media we’ll be ready to solve your queries and questions. That’s not all, we’ve just launched our official LinkedIn Client Portal for all our clients to communicate with each other. You’ll receive instant updates of our software meaning you’ll be kept in the frame 24 hours a day.
We’re writing this as part of National Customer Service Week. For daily tips and information on achieving excellent customer service please follow us on Twitter @VTUK or like us on Facebook.
Founded in 1989, VTUK is the UK’s leading independent property software company. Our award-winning software, widely acknowledged as setting the industry standard, is used by agents nationwide. Our products are bespoke, with specific software solutions for each distinct group of property professionals, including lettings and management agents, estate agents, councils, housing associations and many more.
To find out more about VTUK follow us on Twitter, Facebook & LinkedIn.
Give us a call FREEPHONE 0800 3280460 or visit www.VTUK.com to find out how we can assist your business.
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