Customer Service Training:
Customer Service Training for a New Era of Consumer Consumption
Companies must now refocus their energies on how to sell and deliver their products and services. I strongly recommend the following:
1) Educate the consumer, and the product should sell itself. If the education process leads the consumer in a different direction, than the consumer has made the right choice for them and the company.
2) Deliver the products and services to the consumer in the same high quality that you would demand if you were the purchaser and just as it was described during the education process.
3) Products and services, like people are not perfect. When your products and services are not perfect, take care of it. It is more often less expensive to simply perform the necessary remedy than it is to assess blame and have an unhappy customer. If the education process in (1) above was properly communicated, you will find much less dissatisfaction than what you might imagine.
The past 24 months have been a time of great upheaval in our world of consumption at any costs and pay by the month. There has been a firestorm of immense turmoil and those left standing will be profoundly changed. One of those things left standing but dramatically changed, will be how and what individuals consume. Most have heard the adage that "fire purifies". The landscape has been forever changed and the consumer will be the benefactor.
Companies have relied upon the consumer for decades to make impulsive decisions to purchase based upon emotions and the need for instant gratification. Sales and marketing campaigns were psychologically created to manipulate the consumer to this end and was fueled by the consumer having access to easy credit.
A great example is the automobile industry. Five years ago I went to purchase my wife a new vehicle. At each dealership I explained that this would be a cash deal, therefore I was interested in total price. Not one dealership heard what I had to say. They repeatedly asked, "how much of a monthly payment can you afford" or we can put you in that one for $450.00 a month. It was like rent to own: Forget about what the product actually will end up costing you and focus on what you can pay a month. I concluded my search deeply concerned that a fundamental change had occurred in consumption habits and that there would eventually be "hell" to pay for it.
The consumer purchasing habits, out of necessity, have been materially altered again, this time for the better. The new consumer is discrete and knowledgeable. The new consumer demands that a product perform as advertised and when it does not companies must back their products. Companies that are unable or willing to adapt to the new consumer will not survive.
While these times have been challenging for all of us, I am convinced that the "fire" will leave us with a new consumer who will change how products and services are delivered and will brandish "brand loyalty" as has never been seen before.
Source:
David D. Real:
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Article Content: Customer Service Training
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Customer Service Training:
Customer Service Training for a New Era of Consumer Consumption
