HICON POP DISPLAYS LTD
Custom Display Solutions for Brands in Retail Stores, Shops or Showroom
This morning, our sales manager held a meeting to discuss about how to serve our customers better and be a better custom display rack supplier.
At first, the manager Mr Huang shared the feedback from customers of this month.
5 customers received the new samples, and the customers satisfied in the design and quality. For example, the German customer Tyson said I THINK THEY FANTASTIC. THANK YOU FOR WORKING WITH US TO GET IT RIGHT for the lock display stand we crafted. He was glad to hear this and confirmed that we should keep on.
As for the mass production, 16 customers have received the goods which shipped early last month. The Italy customer sent us pictures of the watch display rack using in their stores and shopping mall. The Amercian customer James showed us the tiles on the display rack in their showroom. It is amzaing. One of the Amercian customers sent us the feedback that one of 150 pieces wood bases of the 72-pairs sunglasses display stands was damaged a little by some reason, our sales presentitive confirmed that we will provide one more base with the shipment of Jun 30th as replacement. The customer was happy for it.
The manager continues, how to aviod goods damaged and serve the customer better? We had a discuss among the sales and customer service team.
Here are the results we concluded:
1. Patience and consistency.
Every customer is different. We should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good service is a continuous learning process.
Clear communication. Ensure we convey to customers exactly what you mean. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
Work ethic. Customers appreciate a rep who will see their problem through to its resolution.
Knowledge. Ultimately our customers rely on us for their knowledge of our product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical.
2. Look at every touchpoint
Pay the most attention to key touchpoints, but make sure we have a full view of the customer experience.
3. Improve customer interactions
Practice active listening so our customers feel heard. Clarify and rephrase what the customers say to ensure we understand them. Empathize with and reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.”
Admit mistakes, even if we discover them before your customers do. This builds trust and restores confidence. It also allows you to re-focus the customer’s attention and resolve the issue.
Follow-up after a problem is solved. Make sure the issue stays fixed and that the customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know we’re still on their side.
Our team will provide customer better service. And we will be a better custom display rack supplier in China.