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متابعة

If "A Customer" doesn't want to talk anymore regarding any product or services! So how would we approach and satisfy the customer?

This question is basically belongs to anyone but principally for those who direct or indirect interface and deal with the customers. This is in terms of customer dealing etiquette. 

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تم إضافة السؤال من قبل SYED ARSHAD , Senior Team Member , Emirates Flight Catering Company L.L.C
تاريخ النشر: 2016/12/21
Muhammad Asghar
من قبل Muhammad Asghar , Senior Field Officer , Continental Biscuit Limited

keep a silent for while and deal with love

Douglas Andrew
من قبل Douglas Andrew , Assistant Sales Manager , ImageGrafix Enterprise Solutions

Leave him with gratitude, however be in followup with him. Just remember, a dry coconut can be broken with a stick also but you should know how to hammer it. 

Syed Jaffer Abbas Rizvi
من قبل Syed Jaffer Abbas Rizvi , Sr. Executive Business Intelligence , CMPak Ltd.

There would be two scenarios which will be used to engage customer in such situation.

1) Carefully understanding the customer's opening statement and/ or the statement that he/ she used to reject the conversation.

2) Before initiating conversation as per Pt. # 1; Knowing Customer's niche/ segment is also equally which helps clarifying the general needs/ situation of that particular niche/ segment. This helps in re-establishing conversation/ contact with same customer even in those situations where customer has already rejected the conversation.

 

After having the understanding as per above mentioned, the most important part comes; which is to link the customer needs (identified through Opening Statement/ Niche) with the product features. Please note that in case of complaint scenarios (existing customers); this becomes partially valid since customer would have already gone through the mentioned phase. So, Tactful dealing does matter in those critical situations, i.e. more focus on Empathy rather than sympathy, and making creating realization of the situation will help protecting customer from churn. 

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