What Do Customers Really Want?

"Service" can easily be abused into a slogan that does not hurt or itch, and it can easily be turned into an ideal of "letting go of life and forget about death".

As a matter of fact, you only need to be careful, you will find that customers do not really ask for much, but enterprises must witness by deeds.

Today, every enterprise cares about customers, but what does the customer need? What exactly is the service they want?

Customers want to be taken seriously: this will not only mean "polite hospitality" and "smiling service".

Customers want to be taken seriously, hoping to be serious and listen carefully to their needs, provide them with detailed information and answer the questions correctly.

Customers want to be "special": customers do not want to hear the word "no".

When the request can not be satisfied, he hopes someone can make some special arrangements for him to meet his needs.

Many times, when we use the "rules" to refuse customers, it is not because rules are generally not changed or no one can make an exception, but we do not want to trouble ourselves because of customers.

As a matter of fact, a customer may lose this. He looks for an enterprise that can meet his needs.

And if we meet the seemingly impossible needs for him, his gratitude will often affect his friends and relatives.

Even if the final result is not what he wants, as long as he sees your efforts, you get his long-term trust.

Customers want to solve a problem at once: when they encounter problems, he hopes to solve problems in one place at a time, instead of running around among departments or being pushed around by various responsible persons. Even if the problem exceeds the capability of the enterprise, he also hopes that you can make plans for him and contact the parties concerned.

Whether you can do this depends on whether you really take the customer as the center and report his needs as your own.

Customers only want sincere remedies: customers hope that mistakes in service can be effectively corrected and corrected as soon as possible.

Once you have made a mistake, you should take measures to let the customer know that you have found the mistake and make every effort to remedy it.

When a customer is satisfied with your measures, he will be more loyal to you than ever before.

There is such a story that an American female reporter bought a small radio recorder in a Japanese shop and prepared to give it to her relatives and friends after returning to the United States for second days.

But when she returned to the hotel, she found that the box was empty.

Angrily, she rushed through the night to prepare for the disclosure.

Who knows, on the morning of the second day, when she came out of the hotel to prepare for the airport, she was surprised to see that the shop manager came along with the salesperson. She explained the whole story to her besides sending the recorder and apologetic gift.

It turned out that the salesperson gave her the box of samples for negligence, and when the mistake was found, the female reporter had disappeared.

So, with the only clue that the American lady was returning home for second days, the shop made more than 100 calls all night, asking the embassy, the airport and the hotels, and finally found the lady.

After hearing this story, the female reporter moved, and the article changed from derogation to praise and praise.

In fact, most customers measure the standard of an enterprise's service, not the quality of its daily service, but whether it is timely and effective for the wrong remedy.