Acceptance: The First Step Towards a Good Relationship with the Customer
In a world where technology is increasingly accessible to everyone, where everything can be easily found online and is just a click away at increasingly competitive and inviting prices, the human factor becomes fundamentally important for small and medium-sized businesses.
It is indeed the anchor that keeps the customer tied to the choice of physically visiting a store for their purchases and assistance requests, preferring the direct relationship with a salesperson who takes care of their needs, thus feeling more supported and protected.
For small and medium enterprises, the moment of first contact with the customer is a crucial phase. It is the first opportunity to gain their trust through professionalism, and poor management of this moment can even lead the customer to reconsider, as they may feel insufficiently attended to and seek an alternative solution.
In this phase, the ability to adapt the communication style to the type of customer being addressed is very important. The way you speak to a loyal customer should indeed differ from how you address a potential customer. In this case, it will be necessary to discuss certain topics and clarify some details, such as rates, accepted payment methods, and possible delivery times.
How to Best Manage Acceptance
After emphasizing the importance of the human factor, we now want to analyze all the logistical dynamics that arise in this phase. Incorrect archiving of the collected goods can lead to their loss or errors in assistance, causing discomfort and dissatisfaction for both the customer and the company.
To follow these delicate steps, OpenSTAManager has developed a tool that allows for the rapid and correct management of acceptances: The Acceptance Form Module.
This module allows for the generation of an acceptance form, a document designed to manage technical assistance and protect both parties. This form includes the assistance conditions set by the store and the customer's request for intervention.
Why is a Document of This Type Useful?
The customer's signature on the acceptance form helps avoid unpleasant disputes when the product is collected after assistance.
Here, the customer's personal data, the intervention code, the product specifications at the time of collection, the description of the problem provided by the customer, and the technical assistance conditions are recorded. All of this is signed directly on-screen by the customer, who accepts the terms, thus initiating the handling of the activity.
From within the acceptance form, it is possible to create the related activity and print the form and the label to be affixed to the product, allowing it to be easily returned to the customer without the risk of encountering unpleasant issues.
Included in the module, upon first launch, is a configuration of the information to be included in the acceptance form. You will have the option to modify, adding or removing, the information present in the "Intervention" screen.
Guide to the Acceptance Form Module:
This example is designed for a computer store.