DRIVING SALES THROUGH BETTER CUSTOMER SERVICE:The truth is that the better the customer experience is, the more your customer service strategy becomes a resource that contributes to profit just like a marketing or advertising strategy. Like a chain reaction, a great customer experience will convert into other assets like repeat business and referral business. It's the quality of that customer experience that will dictate how far this chain reaction can reach.
So, does this mean the customer is always right? Before we get into the different ways you can answer this question, we would like to offer you some other, related information and articles that will help develop customer service and this excellent customer experience we are referring to:
- What Is A "Dedicated" Inbound Call Center?
- Read Real Time Case Studies & See How A Great Call Center Will Boost Your Business
- Get A Quote For Shared Or Dedicated Call Center Services
- 10 Things Every Cold Caller Should Know
- What To Know When Considering Outsourcing To A Call Center
IS THE CUSTOMER ALWAYS RIGHT:
Consider this... The customer is right when he or she receives lackluster service and instead chooses another company. Can you argue with that customer? The customer is also right when he or she has such a great experience with your company, coming back again and again is a no-brainer.I'm sure you'll be quick to agree that this customer is right and in fact, wish you had many more customers who have this experience.
These questions and the related challenges hold the key to whether your business will rise above your competition, remain average or create an atmosphere of conflict and argument with your customers.
We have created a customer service eBook that addresses these questions as well as:
- Why great customer service counts and how to provide it.
- What customer experience management is, and why you should care
- How to train customer driven sales people
This new eBook will also teach you, your sales management team and your sales people to:
1. Develop A Customer Service Culture
How to develop an effective culture from the inside out. Many companies unknowingly get caught in a trap of presenting a poor customer service culture. If you're a sports fan, you may have heard how some teams have a losing culture and the leaders are constantly searching for that head coach to "change the culture". This is not an easy task but you have seen it accomplished. Learning the secrets to change an organization's culture can move the entire sales make up in the right direction.
2. Asking For And Using Feedback From Your Customers
Who can judge the customer experience better than the customer? Many companies are fearful to develop this solution because they feel it will be like opening a can of worms. We will provide methods and strategies on the smoothest way to accomplish these objectives in our new customer service eBook.
3. Why Differentiation Is Critical
The Internet has changed the way we all do business. One thing it has done is create more of an even playing field. This might mean that your prices, technology, products, delivery and so forth are relatively the same as your competitors. It is now more important than ever to differentiate your organization from the others. Learn how to approach this critical goal.
4. Spread The Word
This may be one of the biggest advantages the Internet provides. "Word of mouth" doesn't mean the same thing it used to mean. The quality of your customer service can spread like a wild fire and guess what... you can have a great deal of control on how this happens and what you need to do so that new technology works in your favor.
5. Understanding Your Customer Profiles
Yes, in today's world, profiling might have a negative image but in business it can be essential. The better and more accurate you can break your customer base into identifiable profiles, the better you will be able to taylor specific customer service needs.
6. How To Listen To Your Customers
This may sound simple enough but you might be surprised how difficult this can become for your sales people. That being said, we know first hand the difference that can be made when the person your customer is speaking with is really listening. When you can successfully train everyone that comes into contact with a customer to listen in a way your customer can recognize, you will build a better customer experience and true loyalty.Here are some simple bullet points that represent elements that really make a difference in the customer experience:
Win - Win:
When you take the time needed as a leader, you will be able to construct a strategy that takes your customer service players to the next level. Even though the term "next level" is used quite often, in this case it represents the differentiation factor. If your company offers a similar product or solution to your competitors, it will be how your customers feel about doing business with you that could make the ultimate difference. How many consumers choose a more expensive vendor simply because of loyalty and appreciating the quality communication they get from their vendor of choice?