Working with Clients: Basic Principles for Salespeople and Customer Service Staff

As an organizational psychologist, companies often ask me to improve the organization and competencies of their salespeople and customer service staff.

Every time I meet a new group of workers, I clarify a basic principle that is too often forgotten: Clients are money! Clients are your income! Without clients, there are no jobs, no salaries, no companies, nothing at all for anyone.

Everybody in the company must be aware of the importance of managing relations with clients. Clients first! Customer satisfaction first!

How can you manage relationships with clients in an effective way? How can you make clients feel satisfied? Just remember and apply some basic principles.

Every client wants three things:

  • To be listened to
  • To be understood
  • To be taken care of

Here are some basic principles for salespeople and customer service staff to apply with clients or prospective clients.

FRIENDLINESS AND KINDNESS

  1. Smile and greet the client.
  2. Look into their eyes.
  3. Introduce yourself (if it is the first time you are meeting).
  4. Use pleasant conversation and pay compliments.
  5. Offer help or assistance.

KNOWLEDGE AND UNDERSTANDING

  1. Ask questions to understand needs and wants.
  2. Remember that listening is more important than speaking.

EMPATHY AND WARMTH

  1. Show empathy and true interest.
  2. Help the client solve their problems or achieve what they want.

COMPETENCE AND ACCURACY

  1. Have an in-depth knowledge of your services and products.
  2. Give correct information.

COMMUNICATION

  1. Speak in a simple and clear way.
  2. Speak slowly if necessary.

TRUST

  1. Show that you are honest and sincere.
  2. Be consistent with yourself.

SPEED

  1. Answer requests for information quickly.
  2. Keep important information handy.
  3. Don’t be late.

That’s all! You just need to apply these simple principles to make clients happy.

Increase customer satisfaction and you will increase your income. Happy customers are a means of advertising, and word of mouth doesn’t cost anything.

Dr. Andrea Miriello
Business Psychologist
Consultant, Business Coach, and Trainer