&BUILDING RESIDUAL SALES

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THE ART OF CUSTOMER SERVICE

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CUSTOMER SERVICEIS THE FACE OF THE BUSINESS

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After the sale, customer service takes over and will determine the fate of an organization and residual sales. Make this experience pleasant, trustworthy and reliable for customers.

KNOW YOUR WHYMAKE IT YOUR SERVICE CORNERSTONEFocus on your reason for existing as a business and let the rest of the noise fall to the side. Do not try to be a business that you are not - customers will take advantage of that every time.

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LEARN TO SAY “NO”CUSTOMERS ARE NOT ALWAYS RIGHTKnow your target audience & offering. Never offer first-tier products or services for second-tier prices & vice versa. Offering more or less than is expected will eat away resources and profits.

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NURTURE COOPERATION

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KEEP THE FOCUS ON THE CLIENT4

Customer satisfaction metrics are hard to measure without annoying the participants.Instead, create incentive programs around repeat sales for customers & representatives alike.

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CHECK MONITOR&THE BALANCE OF YOUR TEAM

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Provide leadership & awareness of your team’s needs. If your team is struggling with personal Survival, they will not be able to sustain putting your business and your client’s needs first.

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NEEDS MOTIVATION&KNOW WHAT YOUR CUSTOMERS WANT

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If your team understands basic customer needs, they can more quickly identify and respond appropriately. Problem-solving is at the core of customer service.

MAKE A CONNECTIONWITH YOUR CUSTOMER IN NEEDSmile and let the customer know that your primary goal is to solve their problem. Even if you are using a telephone, customers can tell you are friendly, helpful and ready to engage.

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ENGAGE WITH EMPATHYLET THEM KNOW YOU CAREListen - then your customers will know you understand. Empathize with their needs and their situation. Most customers simply want to be heard & comforted if an expectation was missed.

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OFFER A SOLUTIONCREATE A PRE-DEFINED WIN-WINHave several pre-approved solutions ready varying from a simple apology to present refunds or discounts on future sales. Let the customer dictate the escalation & solution within reason.

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REWARD FOLLOW-UP&COMPENSATE DEMANDING CUSTOMERS

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A great customer service experience will protect the current sale & more importantly, will lead to future, residual sales. Happy customers with problems solved will return & bring friends.

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