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Quality at the service of the customer: a complete guide

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Hello, and Welcome to Racext’s Car Magazine column, the column aimed exclusively at the world of 4-wheeled vehicles with news, insights and guides, available every day here racext.com, today in this article we will talk about “Quality at the service of the customer: a complete guide”

 

Quality at the service of the customer: a complete guide

How many times have you given up on a purchase or no longer wanted to request a service from the company because it was poorly served? You don’t have to be a subject matter expert to understand that quality customer service is critical to business success.

This is because offering good service directly affects the customer’s perception of your company. Proof of this is that 60% of consumers give up the purchase of a product or request for a service due to poor service. Furthermore, another 68% say they would pay up to 20% more for quality care.

Therefore, it is more than clear that service based on empathy and humanization is a defined differential in the customer loyalty strategy. Do you want to increase the quality of service and expand your mechanical workshop business? So, keep reading this article!

Why is it important to provide quality customer service?

If the company wants to stand out among its competitors, it must offer differentials to attract, retain, satisfy and retain its target audience. To achieve these goals it is necessary to understand the client and be available to solve their pain. The goal is to establish a relationship of trust and loyalty.

We can therefore see that communication will be present in all phases of the interaction with the customer, both virtual and physical. Therefore, it can be considered one of the main pillars of a healthy relationship between the company and the consumer.

Communication with the customer

We must emphasize that efficient communication facilitates the resolution of many delicate situations involving dissatisfied consumers and disappointed. Remembering that there are some types of customers considered challenging for any company:

• customers with difficult problems;
• customers who have more difficulty understanding what is being explained to them;
• and customers who, for whatever reason, were disappointed with the company.

To deal with each of these customers so that they do not get lost when needed, it is first of all necessary to have patience, transparency and willingness to listen, factors that are naturally already part of a good service.

Quality in customer service is personalized service

Therefore, we can conclude that investing in a personalized and quality service allows your mechanical workshop to be able to serve any type of consumer and, above all, convert them into a loyal customer of the company.

After all, customers are increasingly looking for a personalized, practical, intuitive and agile service. So why not use this research to your advantage? When the consumer contacts your workshop and does not get a response as expected, it is very likely that they will move their services to the competition.

Therefore, when your shop provides good service, it means that the company is concerned about offering a positive shopping experience to the customer, in order to exceed their expectations. In this case it can be considered a differential for your sales and loyalty strategies.

What are the factors that contribute most to the perception of quality care?

It is necessary to keep in mind that empathy and humanization, as we have said, are essential factors for an efficient and satisfactory service. Therefore, it is ideal that you prefer a more natural approach aimed at closing the distance between the company and the consumer and, therefore, developing a closer relationship between the two.

With this in mind, the next step is to tailor the service to the customer’s personality. To find out what your audience profile is, there’s nothing better than conducting market research to get to know the consumer. This action not only sets the tone for the conversation, but also allows you to understand what your company expects.

Remember that the main goal of good service is not to give the right answers to the customer’s pain. It is also about being ready to offer quality assistance throughout the consumer purchase process. There are therefore some factors that contribute to a positive perception of the service. Check out each of them now!

be friendly

Being friendly is like being friendly and empathetic. Therefore, it is essential that companies understand that service must go beyond simply solving a problem. After all, to earn the trust of your audience, the customer must feel welcomed by the company.

This is why it is necessary to put yourself in the consumer’s shoes to understand their expectations, emotions, pains and anxieties. This understanding helps identify the most appropriate way to treat the client.

Remembering that humanized service can be used in any situation, regardless of the business segment or consumer profile.

calls the customer by name

This tip is very simple, but it has a huge positive effect. This is because, by treating the customer by name, a feeling of familiarity is evoked in him. In other words, his lab is no longer just a stranger to become a partner you can rely on whenever he gets into trouble.

It may sound surreal, but this is the effect you have when you call the customer by name, as it not only shows that you are talking directly to him, but it also acts as an opening to start an even closer relationship. Remembering that this tip applies to both the online and physical environments, okay?

ask if everything is ok

Always consider that one of the main objectives of providing quality customer service in a personalized and efficient way is to establish a lasting relationship with the customer. It is even clearer that showing affection and genuine caution towards the consumer is more than welcome in one approach.

This is because the consumer needs to know that your company cares about him and, consequently, to solve the problem. Therefore, when the customer requests the services of your workshop, ask if everything is ok and try to understand the situation from the beginning of the contact.

Use the same tone of voice as your client

In a mechanical workshop it is normal to have customers with different profiles. Therefore, we recommend that your workshop knows how to adapt the tone of the conversation according to the profile of each consumer. For this it is necessary to map each profile, in order to facilitate the decision to use a relaxed, formal or technical tone.

Apologize on behalf of the company

Even if the service has been provided in the best way, it may happen that something does not happen as expected and it is necessary for the company to apologize to the consumer. This attitude demonstrates humility and seriousness and helps the customer to continue doing business with the company.

So, in cases of dissatisfaction and discontent, knowing how to recognize failure and be ready to solve the problem as quickly as possible.

Prove that his problem is also your problem.

If the customer has contracted out the services of your workshop, it is a sign that he is depositing a vote of confidence. So don’t waste it! Always be on the side of the customer and let them know that you want to solve the problem as much as they do.

This action makes the customer more understanding and patient, especially when things are not going well. Furthermore, we underline the importance of always being available to solve any problem or unexpected.

Be on time

If your workshop wants to be seen as a serious and professional company, punctuality must be taken very seriously. After all, there’s nothing worse than agreeing on a deadline with the customer and then having to wait for them.

Bad time management time management has negative consequences for your business, such as:

• customer dissatisfaction;
• missed deadlines;
• lack of productivity;
• loss of customers;
• loss of profits.

We know that unexpected events happen and, therefore, it is normal that, in specific situations, it is not possible to meet the agreed deadline. In cases like this, it’s important to talk to the customer, explain what happened, and set a new deadline. What can’t happen is turn this situation into something trivial, okay?

Investing in after-sales

Many entrepreneurs make the mistake of thinking that the customer’s buying journey ends when a sale is made, when in reality it is continuous. Post-sales is an interaction process that takes place after the provision of a service and, if done well, offers various advantages to the company, not to mention that it is a fundamental strategy for customer loyalty.

After all, after-sales is the representation of quality in customer service. Since the company is not just waiting for the customer to get in touch for help, as is the case in SAC (Customer Service).

This strategy works differently; in this case it induces the company to maintain frequent contact with the consumer, making itself available to help in any situation.

be transparent

Always act transparently, as the customer will know when you act in reverse – if this happens, your company has a high probability of losing public credibility and trust. Furthermore, this feature is essential for good service.

Did the customer ask a question you can’t answer? Has the service provided in the vehicle not worked as expected and will take longer, or is the problem more complex and you still don’t know how to fix it? Rest assured, questions like these can happen.

What can’t happen is fooling the customer and trying to convince him of something that didn’t happen. Therefore, regardless of the occurrence of a problem, always act with transparency and sincerity.

Run a well-provided service

We couldn’t fail to mention the importance of providing excellent service. After all, there is no point in helping in service and failing in the quality of work. For this, pay attention to some factors that influence the provision of a quality service, with equipment maintenance .

In other words, it is crucial to make improvements to increase satisfaction. Also, always try to make a good deal deal with suppliers , as it helps to provide a quality service.

What attitudes affect the quality of customer service in a machine shop?

After knowing the practices that characterize good service, we can imagine what the harmful attitudes are. But, before analyzing each of them, it is first necessary to understand what constitutes a disservice.

We can consider bad service if you fail to deliver what is promised or do not offer a solution to the customer’s problem or treat them well. Unlike good service, it is concerned with providing excellent service.

So, one of the main causes of poor service is the thought that having professionals trained in customer service is not a necessity. Thinking like this is the first step towards ineffective support.

Furthermore, it contributes to the emergence of other actions that characterize the disservice. Find out what they are!

team unprepared

What’s the point of having the purpose of offering excellent service if your team doesn’t understand this goal? Considering that your employees will be responsible for maintaining direct customer contact, it is vital that they also understand the importance of this strategy and are committed to embracing the cause.

Therefore, it is essential to share the company’s goals and values ​​with your team and show the benefits of achieving them. In addition, it is very important to invest in employee training, for example by providing courses for mechanics .

After all, a skilled team communicates better with the client, as they have authority on the matter and are able to stay in control of the situation no matter how difficult it is.

Interestingly, the consumer may also have shown interest in your services, but if, upon arrival at the workshop, he is faced with poor quality service, you can rest assured that the chances of it going away without closing a deal with you will be good. high. Remember this!

Lack of strategic planning

Everything that is done within a company must have been planned. This is because the lack of organization prevents your company from anticipating the problems that may arise when making a certain decision.

Therefore, when it comes to the relationship with the customer, it is necessary that all stages of the buying journey have been thought out and planned. With this, you can make the most of each one.

This action allows the employee to have at hand all the arguments that can be used in the approach, as well as to know how far they can go to build customer loyalty.

poorly managed services

The lack of effective planning even compromises the performance of services. In this case, poor time management contributes to delivery delays and, consequently, causes work backlog.

When this happens, not only the customer is harmed, but the entire company as well. This is because the employee will be overloaded with work and, with reduced time to complete them, has a great chance of doing shoddy work. The downside is increased stress, as you will have to redo the job, as well as, of course, customer dissatisfaction.

In addition to these factors, we can include all situations contrary to those mentioned in the previous topic, such as:

• not be useful;
• do not offer personalized service;
• don’t recognize errors;
• not fulfilling one’s duties;
• do not invest in after-sales service;
• do not act transparently.

Maintain customer trust

All these actions contribute to making the customer lose trust and interest in your company. Remembering that, once lost, it will hardly be recovered. Furthermore, we are living in the digital age where everyone stays connected through social media.

This means that any disagreement between your workshop and the customer can have huge repercussions, as it is enough to share the content over the Internet to further damage the company’s image.

The same situation can also occur in reverse: when the customer, when he feels satisfied, proves it through voluntary reports and spontaneous announcements for his workshop . </ span>

What tools are needed to provide quality customer service?

Now you know what are the practices that characterize good service and what are the attitudes that damage your relationship with the customer . Now we show you what tools are needed to ensure the quality of your service. Look!

CRM

CRM stands for Customer Relationship Management (or Customer Relationship Management ). It is a technological tool that brings together a set of strategies aimed at improving customer relationships.

For this, the platform allows for the storage of relevant consumer information and facilitates the process of creating a more strategic plan.

Therefore, its main functions are:

• track and manage customer information;
• provide instant advice and insights;
• optimize time;
• making the planning process more efficient and practical;
• eliminate rework, as it simplifies repetitive tasks and allows you to track leads more effectively;
• register customer emails.

Automated processes

We have realized that CRM for mechanical workshops contributes to the implementation of automated processes. Furthermore, the platform organizes and keeps all company data updated in order to simplify and speed up the development of sales strategies. This undoubtedly promotes improvements in team performance.

It also enables the service team to better understand the consumer’s buying journey and, based on that understanding, create sales strategies that attract and retain the customer.

Remembering that, when CRM is used correctly, the company has the following advantages:

• expansion of sales;
• more chances to do business;
• contribution with an updated, accurate and efficient dialogue;
• greater customer satisfaction.

Social networks

With easier access to the Internet, consumers have developed a habit of searching for a product or service on the Internet before making a purchase. Therefore, managers understood the need to be part of this universe to facilitate the expansion of the brand.

Therefore, social networks such as Instagram and Facebook have become the favorites of companies, since, in addition to increasing the visibility of the brand, they allow the manager to maintain a constant interaction with the target audience. The benefit of this is greater audience engagement and increased sales .

For this reason, if you want to increase the visibility of your body shop, there is no other way: the company will have to have a strong online presence. By investing in a well-structured marketing strategy, the company no longer serves only its surroundings to serve customers from all regions of Brazil.

The ability to offer quality customer service, regardless of region, is undoubtedly one of the main benefits of being in the online environment. And the best part is that you don’t have to spend a lot to get this reach, as you just need to know how to use the right strategies to attract the right customers.

Also, there are other benefits that should be mentioned, such as:

• allows you to become a reference in the segment in which it operates;
• allows you to find the customer wherever they are;
• expands sales;
• reduces advertising expenses;
• increases the number of sales;
• attracts the right customers.

Raw materials and parts of good origin

It is in the details that we can make a difference. This means that, in trying to offer excellent service, it is important to pay attention to detail in order to actually achieve your goal. In this case, we refer to the quality of the parts and products you use in the workshop.

When you use poor quality parts , damage such as rework, dissatisfaction and loss of credibility will be part of your routine. For this reason it is essential to know how to choose your suppliers.

To make the right choice, it is essential to observe the long experience, the reputation that the company has in the market and the quality of the products offered. So, if you want to ensure customer satisfaction and be known for the quality of your services , these factors should never be overlooked when choosing suppliers.

These were our recommendations for you to increase the quality of customer service. As you can see, this feature is the key to attracting and retaining the consumer and, consequently, increasing sales. Therefore, be sure to put into practice the tips that have been presented in this comprehensive guide.

 

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Quality at the service of the customer: a complete guide

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