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| Customer Types | This topic is very simple, you have many customers that come from different walks of life, some are very simple and have limited questions, while others will request the vessel name and the voyage number. Some customers need more attention then others and some just a simple answer will do. What you must first recognize is not the differences, but what they all have in common. They all need your service and they all contacted YOU. Some have urgencies while other are don’t. You do not know where they are coming from, so do not assume anything. Some customers are going through a divorce and go back home. Be polite to all, stay respectful and never loose your cool. Are customers always right? Yes, because you want them, they have a choice, we don’t. Customers are right because we want them to feel that way. We are at there service. We need them.
Good service will bring you customer referrals as well. Customers that move overseas have many friends, soon the friend of family member will need to move, think about who they will recommend.
Keep in mind that customers are giving you all there worldly belongings, or there business goods to ship for them, and a lot of money, any deviation from what you told them will cause a red bulb to light up in there minds. Even if the deviation is really a simple thing like an arrival date 1 day late. Understand the customer, become there friend, because most of the time they just want to get things of there chest.
Some customers will tell you what a fine job you doing, accept that gracefully, and thank them.
Customers come from all walks, you need to be able to embrace them and make them feel that you are the person to handle all there international shipping needs. They need not go further.
Break the ice with customers, no need to stay formal and fixed on shipping. If they are moving to Puerto Rico, tell them what a lovely country it is, and you will see how you have the customer smiling and opening up to you. They need to feel comfortable with you. Its that simple. Always where a smile and be happy to hear from your customers and when your contacting them. |
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