Customer Handling
Context
Prestige Services adopts an effective strategy to increase its trips, achieve its growth objectives and retain customers. The pillar of our strategy, is to invest real efforts and work to become better every day by establishing procedures and methods aimed at improving the "care" of the client.
What does "handling" a customer means? It is to act in such a way that our client, who is dealing with a problem or who needs your products or services, immediately feels confident, understood, in good hands through listening and who makes him truly considers you an indispensable ally.
This support must be one of the important elements that differentiates us in the market, but to do this, we must improve every day. How to do ?
The job of VTC driver obviously requires good driving skills but it should not be forgotten that it is above all a profession where one is in contact with the users of a service. It is therefore important to take care of its VTC customer relationship to best satisfy its customers and as long as to build loyalty. Here are our 6 keys to success to attract those who use our services.
To make a good impression
It is often said for all kinds of domains, but it has been also proven in ours: the first impression is decisive for customers. Also, our drivers take care to display a neat appearance in all circumstances. It is not necessary to take out the three-piece suit but a shirt will be more appreciated than a sport's wear to welcome customers. Finally, it may be a simple matter of common sense but when the customer arrives, a "Hello" and a smile are obviously welcome.
We also take the initiative of going to open the door for the customer to settle in and of course to take care of his luggage if he is loaded. The customer often appreciates that we put his suitcase ourselves in the trunk.
Making conversation… or not
After welcoming our client, we can start the conversation in a harmless way, simply by asking if everything is well. According to his answer, we will see whether or not we continue the discussion. If the answer is very brief, the client probably prefers not to go further and enjoy a calm trip to rest or work. On the contrary, if he responds enthusiastically, we can start talking to him.
However, care must be taken to choose the topic of conversation. Better to avoid all the annoying subjects: politics, religion or too personal themes. It is better to deal with more neutral themes and adapt to your client. If he is going to or from the airport, we tell him how was his trip for example.
