Happy November, the wonderful month of “Thanksgiving and Gratitude” My heart really goes out to those effected by “Sandy.” That was my lifelong best friends name who I shall call from now on “Sandra” so she will never be linked to the tragedy in the EAST. God Bless you all. Sally and I are constantly thinking and praying for you.
Oh! Yeah! and it’s my Birthday MONTH. Someone wanted to buy my old past book….I love that. It’s Called Maximizing Customer Contact, Teaching Your Customer Service Agents to SELL!!!
I couldn’t find one except the one that I saved for the Judy McKee Museum…Hey, It could happen if the Positive Coach Approach gets licensed to some very very big companies. Anyway, when I read the introduction to it, I thought it was worth review.
So HERE IT IS.
Customers are a precious asset these days, and must be handled accordingly. They expect service that is easy to access, and they expect to deal with people who are knowledgeable, competent, professional and who have their best interests at heart.
This book is about making the most out of every contact that is initiated by an existing or potential customer when he or she calls in for help, advice, service, information or to place an order.
As a business owner or manager, it’s in your best interest to train your customer service personnel how to show extraordinary concern for the welfare of the customer. What impresses people most is extraordinary service from seemingly ordinary people. This is the key to long-term customer retention.
Customer retention does not happen by accident. It requires training, management, commitment and action to develop and maintain an environment where excellent performance can flourish.
Pleasant, efficient customer service is the way to overcome the facelessness of a company. It gives the company a personality and brings the company into a relationship with its customers.
Business owners and managers must remember that customer service representatives taking incoming calls from existing or prospective customers are the human link – the real, live voice – that, to the customer, represents the entire company. So, why take the risk of having poorly trained and managed people in this crucial position?
Now, let’s go a step further. Assume you already have an excellent customer service team. Why not expand their role to maximize customer contact by having them offer additional products or services that could benefit the customer or prospect? Inquiries are sales waiting to happen.
How often, at the end of a customer service call, have you heard the question: “Is there anything else I can do for you today, Mr./Ms. Customer?”
Instead of this bland, weak question, why not have the customer service representative offer another product or service that could benefit the caller and increase your sales? This is a perfect opportunity to maximize contacts, and it can be done in a way that’s not manipulative or intrusive to the caller.
The ideas, philosophies, skills and techniques set forth in this book have been developed around a “kinder and gentler” approach to the selling process. They are appropriate for the attitude and styles of today’s buyers and, perhaps even more important, will appeal to the customer service representatives who have not been required to extend themselves beyond their perception of customer service.
I invite you to join me in this exciting task of turning your customer service representatives into sales achievers.
You can call us for training in “Would you like Fries with that?”