Oct 25, 2024 8 min read

discussing how to bring happiness through exceptional customer service

introduction

i wrote this article when I was a Delivery Coordinator in 2019. At that time, I decided to transition from Delivery Coordinator to a position where I could work with customers daily, use my technical knowledge to consult, and help their lives and work improve. I spent the whole time on the bus listening to the Podcast, taking notes, and writing down a plan.

everyone has a different clock. Wait for your time.

as always, I trust it.

my luck is my closest friends, who greatly inspire me by observing their careers and hanging out. They have their dream and do their best to reach out.

hello World

hello, everyone. Today, I would like to invite you to discuss the concept of delivering happiness together.

are you familiar with Zappos and Tony Hsieh? If you are, what are your thoughts on the book "Delivering Happiness"? If not, I highly recommend reading it—it's an exciting and inspiring book.

it has made a significant impact on me and helped me realize how passionate I am about making customers happy. It feels natural to me and is something that is always on my mind.

let me share my story.

the importance of Content in Sales

sometimes, I need to sell personal items that my family or I no longer use. I remember my first time selling; I realized I hadn’t written good content. Admittedly, I’m more of a technical person than a salesperson. While I occasionally sell things, it wasn’t enough to attract customers. As a result, my products were often ignored.

what happened? Where could I improve?

then I read over those contents and tried to rewrite, removing unnecessary words and refining my message. Thankfully, after several attempts, customers started to reach out to me. They bought my products one by one, and I was thrilled to hear that they appreciated how I took care of them and supported them throughout the process. My content seemed to resonate with them, fostering a sense of trust. Believe it or not, one customer even tipped me 15,000. It's a small amount, but it felt significant; it motivated me to keep going.

so, what did I do differently?

they essentially taught me how to sell. They showed me how to deliver my message and how to take care of my products. Most importantly, they guided me on how my content could resonate with their feelings. This was a challenging task, but I made an effort and experienced a bit of success.

i rethought how I should present my content.

firstly, I needed to define the core value of my product.
secondly, I had to identify who my customers were.
thirdly, I explored which market or community I should join to sell.
fourthly, I focused on how to write the content and which words to choose.
finally, I sought ways to deliver happiness through my content. I aimed for my customers to envision how great my product is, understand why they should buy it, and feel my honesty in the writing. It was essential for my customers to trust me as their seller.

how can I consolidate these ideas into a single piece of content?

i decided to replace all the existing material with new content because the previous version didn’t resonate from the customer’s perspective, which was my goal. I've made an effort to express my intentions clearly and transparently. I will also analyze daily and weekly visitor data to determine whether I need to change my target market or community. Additionally, should I consider paying the provider for a top placement on their page and potential benefits?

in the end, I was successful. I sold all my items and received a lot of positive feedback. One customer even mentioned that, although she didn't know me, she could trust me based on our conversation.

the importance of delivery van in the sale

what is the scope of this subject?

in terms of scope, I believe it should encompass the following areas:

pre-Sales: This includes the content I provide, my attitude, the quality of my product, and how I communicate this quality to the customer. I aim to help customers envision the benefits of the product.

sales: During the sales process, I often monitor the chat box and proactively support customers. I make an effort to ensure they fully understand the product by asking questions in a friendly manner. Even if a customer inquires about something unrelated to my product, I am happy to assist them. If they seek advice about a product from another seller, I gladly offer my insights. My goal is to make the customer happy with their choices—after all, they reached out for guidance.

post-sale: Once the customer has received their parcel, I want to know their feelings about the product. Are they satisfied or dissatisfied? Do they need advice on using it? Is there room for improvement in my sales procedures? I ask these questions honestly and value their feedback. Importantly, I am open to accepting returns if they are not satisfied with what I described.

why do I think about these aspects?

i reflect on the customer's journey throughout the purchasing process. I write down all the details I can offer to enhance the customer experience and strive to understand things from their perspective.

customers are human beings with needs

in general, customers are human beings with needs. It is important to take care of them, support them, and be proactive in assisting them whenever they have questions. Our goal is to deliver happiness and make the buying experience enjoyable.

mentally, I strive to take them back to their childhood as much as possible. However, I must emphasize that there is no room for insincerity.

how can I effectively communicate with difficult customers?

i will remain calm and communicate politely while being proactive in helping them find a suitable product that meets their quality and price needs. If I am unable to assist them, I will kindly say goodbye, recognizing that it’s important to set boundaries. In this case, parting ways gracefully can open the door for future positive interactions. Additionally, I must ensure that I don’t allow them to waste my time.

the Importance of Mobile Devices and Laptops in Sales

you might find it amusing, but let me explain further.

during a sale, it's crucial for these devices to function reliably. I rely on them to update content, respond to customer inquiries, and keep track of visitor numbers. They also help me research ways to improve my sales techniques and manage customer calls effectively.

the Importance of Taking Notes in Sales

absolutely, it is crucial. I often write down my thoughts on paper to gain clarity. Writing allows me to create a roadmap, connect ideas, structure raw data, and draft my concepts before refining them. I’ve learned from podcasts that jotting down words can help me absorb insights from people around the world as they share their experiences, ideas, and opinions. This exchange helps someone like me grow and improve.

paper remains a valuable tool for learning, just as it always has been. In complex sales situations, I use paper to address challenges and reflect on my progress. I ask myself: What happened? How can I solve this? How should I handle it? What can I do better?

praise the customer if she does well.

i met a fantastic customer who excelled in attitude, communication, and asking thoughtful questions. I rated her positively in the community and thanked her for purchasing. Her kindness truly deserves recognition.

always seek feedback from customers

remember that I am not the only seller out there; there are many like me. That's why I consistently ask for their thoughts on their experience and for suggestions on how I can improve. Sometimes the feedback is straightforward, like "you did well," but it’s important to engage in conversation with customers to gather quick responses.

collecting feedback also allows me to build a database that reflects customer experiences, preferences, and insights into human behavior.

the importance of delivering happiness in the sale

human wants happiness and like being taken care of in their life. I am not trying to say something in general terms - like the truth. It is my opinion.

i focus on how to deliver the best service to the customer. Therefore, I design my selling based on that:

delivering the happiness,
make customers happy,
doing the best for the customer,
helping customer solve their problem,
keeping them happy.

how can I combine these topics under the umbrella of success?

the subjects include:

the importance of content in sales
the role of delivery vans in sales
the significance of using mobile devices or laptops in sales
the necessity of taking notes in sales
the value of praising customers when they perform well
the importance of asking for customer feedback
maintaining a positive attitude in communication with customers
delivering services with complete honesty
focusing on today’s sales while planning for tomorrow

i aspire to be a better seller. Until now, I have not fully embraced the role of a salesperson; I feel like a beginner, striving daily to improve and make customers happy throughout their delivery experience. My goal is to succeed in Customer Success.

back to the future

i can't predict the future, but let's imagine a scenario where I'm successful in the Customer Success field. Every day, I immerse myself in the customer experience, striving to find ways to enhance their satisfaction, improve their overall experience, and align with their expectations.

to achieve these goals, I need to develop a variety of skills, including:

product training,
sales skill,
negotiating skill,
communication skill,
presentation skill,
consultant skill,
philosophy.

i do have a big dream.

yes, I do.

the first step is to focus on the present while looking forward to the future. If I put my heart into everything I do, I will always see meaningful results. I learn from both my failures and my successes.

giving me a feedback

your feedback is vital to me. Please share any disagreements with my opinions or approach, as I’m always looking to improve. I enjoy this journey, so don’t hesitate to share your thoughts. Your input will help refine my perspective.

tien.phanthe@gmail.com always welcomes you.

thanks for giving me your time...