UNDERSTANDING CUSTOMER In order to establish a better and stronger relationship with our customer, We must understand what are our customers needs and wants.

The easiest way to do this is to ask open ended questions .

Once we have asked the question, listen attentively to what the customer has to say, and make sure to clarify your doubts, if you have any.

Having understood your clients perspective, offer solutions which you think might be helpful in addressing any problems.

Lot of people focus on what they have to offer than to understand what the customer needs.

Paying attention to what they say makes them feel good about their knowledge.

HAVE MENTIONED SOME OF THE ESSENTIALS THAT WE NEED TO FOLLOW IN ORDER TO ESTABLISH A STRONG RELATIONSHIP WITH OUR CUSTOMERS

Ask open-ended QuestionsUnderstand the customers perspectiveListen to what customer is sayingClarify your doubts, if anyThink and use your knowledgeOffer solutions

TO UNDERSTAND CUSTOMERS PAIN AREA What is the pain area?Why is it a cause for concern?What are the concerns?What does the customer want to achieve?

TO BUILD AND GAIN CUSTOMER TRUSTMake the customer comfortable with you.Share your knowledge and experience Understand customers point of viewUnderstand the customers concerns? Fears and allay them.Work towards long term- rather short term gains.

TO GIVE AND GAIN RESPECT Always give respect.Make the customer feel good about their knowledge and achievement.Never be-little their thoughts and work.Let them speak and you listen.

Cooperation :Look for an area that you might have in common with your customer. For Example, ask I Have and idea. Would you like to hear about it? The main idea is to get them to agree with you on something neutral.

What would you like me to do about it? Often we assume that we know what the other person wants. We think we have the power to read the other persons mind. Why not ask them what they want .Even you are fairly sure, it forces the other person to verbalize it, allowing you to come up with a more acceptable solution.

The Colombo Method : Remember the detective from television who could solve any crime, because he played being dumb? People lower their defenses if you take the position of someone who does not take the world for granted. You could say, I m confused. Can you explain why you think/feel that way? or what makes you think so?

Judo Method :Here you reverse the pressure ---- You acknowledge their position, and then turn it around, and use it. For example, you say, I m glad you brought that up. it is an issue that someone else also mentioned. So, let me ask you this, would you mind if I do .

Why?Often people have all the answers ready when you ask them question. If you question them they usually have their answers ready. But if you question their replies, they tend to run out of reasons and answers, allowing you to work towards a solution.

Manage Expectations :By stating what you can and cannot do, you can start managing the customers expectations. Dont just tell them what cant be done: tell the customer,' I cannot do such-and such. But I can achieve such an end result .The Mistake most people make is talking about what they cannot do.

Power freaks:This customer doesnt care about solving problems. Their motto is I m right and you are wrong. All they care about is to prove that they are right, and the other person is incompetent. This group comprises 36 % of all difficult customers.

The Nagger :This customer just nags and nags. No matter what the solution, they feel a need to express their opinion --- often complaining about what you suggested.17%of difficult customers are part of this category.

Im number One :Such customers expect you to drop everything to help solve their problem. They call you three times a day if you are running behind schedule. This group forms 34% of difficult customers.

I want to talk to your boss :This customer instantly makes you feel like nobody, asking for your supervisor. If you cant give me what I want, then Im sure your boss will be able to.' they want to know when your boss will be available, how long you have been with the company. These people make up 11 % of problem customers.

The remaining 2% are more incidental and unusual situations.

Manage expectations upfront :Tell people who need to wait what is ahead. Tell your customer how much time it will take to complete the project rather that play up to them.

Give a reason WhyResearch shows that people who are told why something happens (in simple terms) are far more cooperative then those who have no idea why they have problem. Do you have simple answers to common problems?

Acknowledge their patience:Tell them you appreciate their cooperation .If you thank someone (or pay a compliment) you open the door for more cooperation. It is amazing how well people respond to it.

If you show your customer respect, you are bound to receive it in return.

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