What does the term “proper customer service” mean? What do they want and - most importantly - how can they be offered?

I’m ready to bet that many "sales people" from the very beginning of their career have tried to drive into the head that the client is always right. Well, or something like "the client is the person who pays us our salary." Accordingly, the following postulate states: proper work with clients implies their complete satisfaction and fulfillment of any whim.

Let's take a closer look at how communication with customers, visitors and other similar people actually happens. What is their relationship with those who are “on the other side of the barricades”?

Perhaps, it may seem to someone that competent work with clients is a management system for interacting with their customers. Something like Customer Relationship Management. She will remind you when someone has a birthday or Angel Day, you will send flowers by mail or postcard. So what? But if you ask yourself: is this really what the client expects of me? Maybe he is interested in something else? As practice shows, for some reason the discount wins in the struggle between a postcard and a one percent discount ...

Now the question is: if the category of citizens under consideration is so good and, I’m not afraid of the word, ideal, then why does it hire specialists to carry out any task? Why is it purchasing the goods offered? This means that the client is definitely interested in a specific specialist. That is, we have a situation where both parties to the transaction want to receive a certain profit from communicating with each other. Only the first for some reason dreams of getting the maximum, but paying the minimum. And the second - a good customer service specialist - makes every effort so that everything works out exactly the opposite. Both sides are right, and of course they cannot be blamed for anything.

So it turns out that working with clients is a very difficult job. From my own experience I know that only a couple of phone calls lasting 10-20 minutes each, made before 11 a.m., can completely unsettle the rest of the working day. And this is just a conversation with two people. As a result, self-esteem has fallen (within reasonable limits), a somewhat depressed state of mind and the feeling that you were beaten with bamboo sticks all day. And not only on the head. But all because of what? Due to the fact that the person who pays the salary should not remain unsatisfied. He is the king, emperor, sovereign (underline as necessary).

As a matter of fact, professional work with clients means finding a balance between the two concepts of “satisfy the customer (visitor and so on)” and “receive money for it”. The most important thing at the same time is not to lose yourself, your “I”, so to speak. It is a pity that not everyone succeeds. Some people generally tend to perceive everything too close to the heart.

Those whose work is connected with people should definitely understand that customer management is based on three cornerstones: attracting new ones, accompanying existing ones, keeping dissatisfied ones. Having achieved success in each of the three listed areas, you yourself will feel how much your work has become desired and necessary.