Service to customers who usually were called as consumer, buyers, clients, are the sole responsibility for all components of the company, not only for the front office staff or call center only. Customer is the most vital asset for your company, without them you and your company will never exist in the business. If you feel satisfied customers, they not only become loyal customers, but also will recommend to friends and business colleagues.

There are some important things that you can practice to direct personal and your company to go to good service or great customer service.

Key to Good Customer Service

1. Being a Good Listener.
Your business is to serve your customers, meet their needs, so you can only serve well if you know what they need. To find out, you should listen to your customer well. Take time to identify customer needs by way of throwing some important questions and listen carefully to their answer. Consider sentence by sentence, intonation, body language and expressions, so their feelings that you can catch. Do not rush to make assumptions or conclude their conversation.

2. Identification of Customer Needs.
Sometimes we get caught that the customer was limited to persons or institutions and buyers of our company’s services only. Actually more than that, someone did purchase both goods and services, because what you buy that will provide solutions to problems faced. A simple example is a mother to buy drugs more mosquito repellent because the need for health and safety of children from the dangerous mosquito bites. Some customers just do not even need a solution but also emotional needs that are sometimes less than rational. The more you are able to recognize your customer, the more easily you will recognize or anticipate they needs. Communicate with customers periodically so you can quickly grasp what the problem or customer needs.

3. Make Customers feel valued
Treat your customers with good and decent, respected as a person who is important to you. Greeted with a friendly and mentioned his name at the time to communicate, find a way to show how you value the customer is, but still with a sincere attitude. This will help form a comfortable atmosphere and make it easier to direct you to talk about your business. It should be noted that the “award” is a very sensitive thing for someone, so do not feel appreciated, be very easy to leave you even with “bad news” which will be delivered to many people.

Do not forget to thank sincerely each time there is input from the customer or other things that open the opportunity for you to be able to say thank you to your customers. One thing that is important is to be supported in a manner that supports the body language. Body slightly bowed when greeting, nodding his head and eyes turned to the customer when they talk, etc.

4. Customer Help Understanding the System Company Used
Perhaps your company’s organization has adopted the most advanced systems in the world, but if your customers do not understand it, they will become confused and may even provoke complaints. Master the existing system in your company, whether production, procurement of goods, payment methods and communication systems to customers. Explain patiently to the customer to understand right and felt that the system is designed to help facilitate them to accept products or services that fit their needs.

5. Right Promise
Appreciate the power of “Yes”. Prioritizing the customer needs and always keep a promise to the customer. If you have agreed customer demand and dare to say “yes”, fill your appointment is at any cost. What do you say, then the customer will believe in you.

6. Apologize bold.
When there is a mistake that would hurt customer, sincerely apologize. This should be socialized and must be a habit for your company. Although the impact you will get angry from the customer, remains to be done. An apology will reduce customer emotions and they feel valued so at the end you will be appreciated. If the customer is complaint, apologize and provide immediate solutions. Appreciate the input though delivered with anger, and have a chance to improve again.

7. Give More than Expected
This is called service excellence. During the company’s attention to customer needs and always thinking about how to make them feel happy, then your company goes at a higher level and greater opportunities to win the competition.

Think about things like:
- What can you give to customers that he could not get from other companies?
- What could be done to prospective customers that come but has not happened as a purchase or transaction?
- What can you give to customers who really beyond their expectations?

8. Ask for feedback.
Appreciate any form of feedback from customers even if it’s the complaint or anger. Input from customers will help you and your company makes the ends improvement will increase customer satisfaction. Some ways you can do:
- Listen carefully to what customers
- Thorough back regularly what has been done to correct mistakes that had happened.
- Create a system so that you get consistent feedback from customers, whether through contact center, customer satisfaction forms, survey, etc.

In addition to the above eight key there is one more thing that we must not forget that your employees respect. After all employees or supervisors or coworkers are your internal customers. They also need to be appreciated and satisfied their needs. Give awards through gratitude, praise, or anything else that can express your concern to them. Caring for customers and internal employees are equally important. Good practice and enjoy the success.

In the business world, networking is essential for a relationship with someone else. For networking, there are several steps that must be done, starting from the preparation, execution, until a relationship after the event ended. Here is his review.

Preparation
Before doing networking, you must make preparations in advance. First of all is you have to set targets, for example, in one event, at least you know the 5 new people. Then prepare what about you can talk with new people, for example, what questions can you ask? So what information can you tell the new person?

Then do not forget to prepare your business card. And one of the most important, prepare clothes for her looks give you a first impression. If you go to an important event for networking, so make sure you wear appropriate professional clothing with the theme of the event.

Get into Action
At first it may be difficult to start a conversation, but you do not hesitate to greet others first. As already prepared, you can greet people by asking them where it came from, name, job, until the discussion about the current events that you attended. In essence, you must first establish a good relationship. Do not just sell, but listen more. Generally, if we ask with enthusiasm, of course people will be happy to talk. But do not forget to introduce yourself, and a little description about yourself.

Keep eye-contact with the other person, because it shows that your focus and attention to what he was saying.

The best way to networking among others by approaching people who were standing or sitting alone. Do not you approach another person who is calling or is engaged in a private talk with other people, because maybe he was in critical discussions. Wait until they’ve stopped calling or do other activities.

Maintain Contacts
In a networking event, ask for business cards of people with whom you met. Thus, you will be able to remember their names, and have a record of how you can reach him. You can even use the back of business cards to record what you want to remember, because it might be useful to take the next step. For example, you may want to write about the event where you meet with that person.

When you meet someone for the first time, and you think that the meeting was important, then you had about 48 hours before the person you forgot. Therefore, you can build relationships by sending an email or contact by phone, especially if you’ve promised to call after the event ends.

Conclusion
Networking skills are skills you can develop continuously in line with the increasing number of experiences to meet with other people. Keep in mind that networking is where you maintain a good relationship, not selling. Split between the times involved with selling, anyway you can arrange an appointment after the event ended. And keep in mind that networking event is not a problem to get as many acquaintances, but to establish some relationship potential in the future.

“You can get everything you want in life if you help enough other people get what they want. One way to succeed is to put other people first and then automatically will impact positively to yourself” Thus Zig Ziglar, motivator and author of bestselling books to share experiences.

World sales are often identified with the target. To achieve the target, efforts will be made to persuade customers to buy products they offer. Actually it is not a problem as long as done in the right way and professional. Don’t make the buyer feel ‘cheated’ because the product purchased does not meet their needs or expectations. Often we meet with the seller directly ‘hold up’ us to buy their products to disclose the various advantages of these products. But they do not want to know what exactly the buyer needs and what the priorities in ‘financial needs’ of their time.

Seller as a ‘consultant’ or ‘advisor’
We need to know that their customers are now getting smarter. Various information and education are very easy to obtain in this globalization era, making them have more educated and more observant in determining choice. Maybe for certain products, with prices relatively ‘cheap’ and the relative risk of ‘low’, the buyer is more easily influenced by the seduction of the seller. But is not the case with products that have a relative price ‘expensive’ and the risk of ‘high’. They will be more careful and have lots of consideration.

Starting from a condition that a buyer needs someone who can help, give input, guidance and the most appropriate solution for them, and then a seller should be able to act also as a consultant or advisor to its customers or potential buyers. For that a seller must have a mindset that their success is not measured solely by how many products are successful in selling, but how can build a strong relationship with the customer.

Be success, according to Zig Ziglar, a prohibition that is being selfish. If you are being selfish and just focus on self interest then you really will be hard to get success. Relationship with customers, such as: how do we get a loyal customer? Of course we must give added value to the customer first and help customers to get what they want from us. After they were served well by the way we work, then automatically they will be loyal to us and we will get the customer loyalty.

Applying the Consultative Selling
Consultative derived from Consult with a definition of ‘seek information or advice from.’ So, in the nature Consultative sales, vendors not only sell their products, but also became advisor to the buyer. In this case, the seller will be friends of the customer, means the seller will not impose that happen ‘closing’ without first seeing that the products offered completely as needed and beneficial to the prospective buyer. A seller must really know the needs of buyers and even the problems that it faces. Thus, it is not a common thing but it has to offer specialized or ‘customizes’, where the seller actually knows the situation and try to give buyers the best suitable solutions. Sellers in Consultative selling are positioned as a counselor, inspirer, and diggers and even create the need for its customers needs. Benefits from the implementation of the Consultative selling is the creation of long-term relationship if maintained properly will lead to ‘trust’ or confidence in the seller’s customers resulting in customer loyalty

At the Consultative selling, the seller must begin with the needs of its customers and like to do business in the initial review. Consultative seller’s motivation in selling is more directed as an entrepreneur. Product knowledge and customer need is terinti the Consultative selling. Creativity becomes the main thing too because the seller needs to have divergent thinking skills in creating a variety of alternatives. The seller must be able to associate with other things to be a combination that creates new needs.
Things that need to be considered in the Consultative selling:

Your customer characteristics
Nonverbal communication skills in the Consultative selling is required, such as knowing the character, mind, and temperament so that customers can interpret every gesture that appears quickly. Therefore, wherever possible you hone your sensitivity to the expression or statement expression appears. Then it can also be done by learning to know the meaning of certain body language. Of course this depends on how many hours you fly in the face to face with a variety of customers. By understanding nonverbal messages, you can more easily make the proper pacing to make further steps in exploring the problems faced, the needs and desires.

Being a good listener
As in a variety of sales models, which remain the basis in developing relationships and good communication is to be a good listener for your customers. In this case, you try to put yourself, feel, and imagine you are in your customer’s position. Develop your ability to empathize.

Provide an open question
Dig the needs and wants of your customers by providing an open question. However, you still try to do it in the form of open-ended question, so you do not deviate too and communications will continue to focus on what the focus and objectives.

Point your customers to choose
Develop a variety of solutions and encourage customers to engage in planning and solutions that you offer. Remember, do not direct the choice based solely on your interests, take priority in interests and benefits for customers.

Act as consultants
Before you give a variety of solutions and alternatives; understand exactly what the advantages and disadvantages of products that will be offered. Avoid manipulative acts and excessive promises.

To quote again a successful recipe offered by a seller ibahwa Zig Ziglar “not what we get, but what we can give”, “not what makes us gain a lot, but what benefits we can give to others. By helping others to get what they want, we’re actually helping you to get what we want.

Social media increasingly become part of the company’s strategy in managing goods and services. The more buzz in social media, the more popular a brand. But, the popularity of social media makes it vulnerable to the media presents a risk and a mistake for the company. Here some mistakes that can be happen when you manage social media publicity:

Unhonesty Review
Each company must strive for more positive reviews about the products and services, and as much as possible to avoid any criticism or negative review. Thus, companies may sometimes do unethical acts, such as imposing a positive review and does not contain a negative review. But, this has the potential for reputation risk if the practice was discovered by your customer at a later date.

For example, an employee caught Belkin offers a payment for positive reviews of their router products, and even asked reviewers to vote down the negative comments. But, then Belkin is officially issued a press release stating that they did not engage in such practices.

It’s just that, an investigation of an employee revealed that although not in formal rules, but so far all employees Belkin experiencing pressure to do anything to get a positive review. This included: logo include Apple and Microsoft certified false, remove the inaccurate data in order to show that they are superior products, making a false review, write a negative review of competitor products, to pay.

What about the result? Of course, this problem resulted in customers fed up and stops believing the review issued by the company. In fact, review it has an important role.

Brandjacking
Maybe your company is not using social media strategies today. Your company may not realize the benefits of social media so much. Just keep in mind that if you do not manage brand online, then there is the risk brandjacking. What is brandjacking? Brandjacking is a situation where there are others who recognize the representative of your brand, although it is not.

These conditions ever experienced by ExxonMobil on Twitter first. Using accounts @ exxonmobilcorp, a man named Janet claimed to be an employee of Exxon, and answer questions on Twitter about things related to ExxonMobil.

Therefore, a clear identification of the company’s online identity is very important. If the company has official website, also include the official profiles on social media.

Wrong Rumors
User-generated content has many benefits such as a user can freely post accordance with their wishes. The contents are richer and it builds a community. Only where there is a risk that the information presented might be true, but it could also be wrong.

Examples are iReport, where users can post news about anything, without editing and without a filter. At that time, there are users who post about a heart attack on Steve Jobs, which then resulted in Apple stock plunge. If time is Apple actively in social media world, perhaps they can prevent this by providing a direct confirmation.

Underestimate Blogger
Companies must be careful when dealing with bloggers, because once you do anything that hurts them, then your online reputation going extinct. Blogger has a strong community, and they are supporting each other. So, if you underestimate the bloggers, get ready for the worst condition.

Examples such as Asus has ever held a contest for bloggers review, where Asus asks bloggers bloggers to choose which is most favorite. Bloggers have a winner, but then Asus changing the rules that make other people be winners, but it was not a choice bloggers. Thus, it provoked outrage from bloggers.

Then what happened recently is the case of a housewife who prosecuted by an international hospital due to libel, when the mother is only just posting complaints via email, which then spread on the internet. Women who later detained by the authorities, get sympathy from the bloggers, and vice versa hospital until much later today criticized a bad reputation and quiet visitors.

In the sales process, character and personality as a sales person or marketing itself is a very important factor, more important than product knowledge and your sales skills. In fact, according to Brian Tracy, author of THE PSYCHOLOGY OF SELLING, your personality really determine 80% of your sales success. This is easily proved by the fact that sales people who can still achieve high sales volumes even with competing products, expensive, and in the midst of a sluggish market. Instead, there are also sales person who sells exclusive products in the market potential but he did not achieved maximum.

Some important factors that need to be considered to have tough sales characters are:

Maintaining Health Mental
Mental health is as important to physical fitness. If we try to maintain the health of our bodies by eating nutritious food, rest and exercise regularly then we also need to have a healthy mental and positive character. Mentally strong and positive character that makes us able to think clearly, not easily discouraged, show enthusiasm and excitement, always wanted to provide the best and have high confidence. In the end others will like to touch and even transact with us.

Take Responsibility for Yourself
A successful sales person 100% responsible for themselves and all their activities. They are fully responsible for their activities and results. They do not complain or criticize, and not make excuses or blame others when facing failure or something that is not in accordance with the plan. The plan was put into a good sales plan to achieve targets, the preparation is done, and then whatever happens is his responsibility to deal with.

Look Who You Are for Business Owners
In a study in New York, researchers found that the top 3% of the best people in every field, see themselves as people who work for themselves. They treat the company as their personal property. They think that they are responsible for every aspect of their lives. They personally think about all the things that happen to the company, really like them is the owner of 100% shares. The biggest mistake you might do is to think that you work for someone other than yourself. From the beginning you receive your first job until the day of retirement, you work for yourself, you are acting as the owner of the company, so you think and act and take decisions as if you are in a business.

Morale Has Learning
It’s amazing how many people who see themselves as passive rather than active. Instead of taking responsibility for life and change many things they did not like, they passively wait for companies to follow and do it for them. Most people do not invest in developing their personal and professional. They do not read, tapes mendengarkana motivation, or attending various courses is important. They just hope the company do it for them, not just pay the charge, but also give time off to enable them to improve skills so that they can make more money.

Ready to Work Hard
The main difference between a successful sales person with the average is that a successful sales person to work much harder than the average. The author Thomas Stanley in research for his book The Millionaire Next Door, 85

If we sell or market a product or service, we certainly want to profit as much as possible. We always hoped that the results of our revenues from the marketing of products and services we produce is greater than our expenses to produce a product and services.

However, to maintain the benefits of our continuous not just expect a huge income, but we must also hope that we can win many important from the consumer side, that is from the mind, heart, and also money from these consumers. The following will be discussed on how to win customers from the side bebeberapa important.