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Monday, 27 March 2017 09:12


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It is not enough to just have a huge customer base, but what makes the entire customer experience more fulfilling, is that they know the company they do business with, or patronise regularly, really need their patronage. When the customers know that the company truly depends on them, and their particular patronage targets, then said customers would be more than pleased to continue doing business with such a company. As a business, organisation, or company, showing customers that you need their patronage, deals with a lot of rudiments. However, one major key to making your customers be rest assured that indeed, your company needs them, is ‘listening’.

The art of listening is very important, in relating with the customers. This art is a very delicate one, as it does not only involve opening your ears to hear what the customers say, but fully entails paying deep attention to every single detail the customers lay down in the process of complaints, or asking questions. The Customer Service Agents (CSAs), or any other touch point of the company, who the customer encounters, must possess great listening skills; they must always pay attention to the customer. Listening closely to customers, especially when you have offered them a lot of options, make them feel, and know that you are interested in hearing their take on the options you gave, debunking the impression that you may be trying to impose those options on them. Customers must be given a chance to make their own choices, of course, after critically divulging all that the CSA tells them about what they can do. During this process, the CSA must listen patiently, and know what the customer decides. It is at this point (after listening), that the CSA can then give their two cents, with regards to whatever the customer decides.

 ‘Smile always’. Smiling always lights up a room, no matter the atmosphere or aura the room has. Making the customer happy, no matter the mood they walked into your business, or company with, is utmost. The customer feels needed, if they are welcomed with a smile, and of course, attended to, with warmth, and a smiley face. CSAs must not be frustrated by the customers’ attitudes, or mood,


but try their best possible, to still make the customer feel happy, and needed, amidst the whole gloominess. Customers must not be passed off, or irked by a frowny faced CSA. All CSAs, and other touch points in the company, must always put up a smile on their faces, when encountering a customer, as customers feel more comfortable relating to people in the company, who welcome them warmly, and look like they are more than pleased to attend to their needs. This makes the customer feel very much needed by the company; it makes them know that the company holds them in high esteem.

Your appearance, and attitude must also show that you want the customer to patronise, or invest on our business. Body language speaks volumes, when making ordinary interactions or communication with anyone at all, talk more of with someone who you want something from. The staff attitude towards customers, must be one of good value. Do not murmur, roll your eyes, or act in other abstract manners that tell the customers that you do not want to speak to them, and thereby, do not need them to patronise the company’s products, and services. Your appearance must exude your intentions, about you wanting them to invest in your business. ‘Look like what you want’; show them you are extremely interested in working with them, or having them purchase your products, or services. The appropriate appearance in convincing the customers that they are needed, is one of poise, seriousness. Do not dress shabbily, or in a nonchalant fashion, when speaking to customers, or prospective customers, about patronising your business. In the area of attitude, do not exhibit the vice-like attitudes that tell the customers that you are unprofessional, and unready for business. Do not be rude, stand offish, quick to judge, or arrogant, when dealing with the customers. These vices would not make the customer feel welcomed into your company, and when they start feeling that way, nothing, and no one can convince them to patronise your company, as they would feel their patronage is not needed. In the same vein, non-verbal communication must convey a good impression in the customers’ mind.

Generally, the customer must be made to feel like they are needed, both abstractly, and in physical terms too. 

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