School Photography Company
We work diligently to please your clients with images that will last a lifetime, but there is a part of our
business that needs to be addressed just as seriously: Customer service. It only takes one misstep to
turn a happy, “raving fan” of a client into our competitor’s best friend.  

Our clients mostly become promoters must first believe that a photographer offers superior value in
terms of price, quality, and products.

They  also feel good about their relationship with the company,knowing that  AMC company
understands, values, and listens to them. This is the heart of our customer service, the ability to
create a continued feeling of loyalty long after the transaction is over.
If our employee don't follow any of these rules - let me know


1.Listen to the customer. He or she may have an outrageous request or something that
you’ve never done before. And maybe it’s not something you can do, or it’s something you won’t do.
Regardless, always tell your customer what you CAN do for them. Never tell them what you CAN’T do.

2.If customers are angry, let them vent.  Don’t interrupt them or start speaking
until they have finished everything they have to say. Often, once they’ve finished, you may find that
you’re able to help (if you’ve listened carefully). You also may find that you can’t do anything—
especially if it’s out of your control, like a lab processing error or a lost shipment. Nevertheless, in the
end, it’s your business and your reputation, so let the client have their say. And once again, listen

3.Acknowledge that you hear what the customer said. “I understand that
you feel upset or angry.” You may also want to repeat back the issue, as in: “I want to make sure that I
understand the issue. You’re upset because…” This will help the customer sense that you care about
what they are feeling, and it will go a long way towards addressing their concerns.

Make sure you present an acceptable solution to the customer’s problem. (In contract situations, you
may want to get the acceptable solution in writing, and make sure that both you and the client have
copies of the written resolution.)

This point is important even if the customer is not explaining something they are upset about. If a
customer is talking about what they want in their images, repeating their points back shows your
attention to detail.

4.Remember the customer’s name, and use it at various points in
the conversation.
You should also recognize when it’s appropriate to call someone by their
first name or the more formal “Mr. Jones” or “Ms. Smith.” Not everyone likes being called by their first
name—and if their name has an unusual pronunciation, it may get mangled. (In that case, it’s
perfectly acceptable to say: “You have such a unique name. Could you pronounce it for me so that I
don’t mispronounce it later?”)

5.Always end each personal contact with a “Thank you” or a
message of appreciation for their business.
Remember, without your clients,
you’d have a lot of images to hang only on your wall.

6.When speaking to a client or a potential client, make certain that your tone of voice
matches your words. Remember, your tone of voice can contradict your actual words.

7.Ask if there is anything else that you can do for your customer,
even after you’ve given him or her what is set out in the contract. Taking the time to ask shows the
customer that you value them, and it often results in increased business and a more than satisfied
and loyal customer. You might even consider including a small, surprise appreciation gift (an extra
image, slideshow, etc.) with the final purchase, which will often stick in the customer’s mind.

8.Follow-up is an integral part of extreme customer service. If you’re a
wedding photographer, send an anniversary card. Maternity or baby photographer? You’ve got
birthdays to celebrate with your clients! Portrait photographers may not have specific events, but
occasional reminders that you’re in business, have new products or special offers, and would love to
see them again in your studio can go a long way!

9.Don’t over-promise. Be reliable and realistic. If you say you’ll deliver an order
on Wednesday, deliver it on Wednesday. If you’re not going to fulfill your client’s expectations
(expectations that you’ve created, don’t forget), it’s important to let them know as soon as possible.
This is a very fragile time for you and your client, and it’s important that you manage their
expectations to prevent any feelings of disappointment or seeds of discontent. Rather than make
excuses, offer to compensate them. You don’t have to give away the farm, but a gesture of goodwill
can help in the long run.
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