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[P633]Presentation On Customer Service

by Richard Cannon, Ric

The better your clients are taken care of the more they buy from you and the more people they send to buy from you. I know this from experience. In the younger part of my career I have worked with companies that had very poor customer service and their product wasn't even that good. What happened was people just didn't buy from them again and no one sent any referrals. I was selling meat. I don't know anything about meat. I don't even eat meat so I couldn't put myself in the customer's position and realize sooner that I need to get out of there. I worked with this company because people were making a lot of money doing it. This is not always the right choice to make because you can go into a market where people make a lot of money and you only make enough to get buy because you're not passionate about it. On the other hand you can go into a market where people make okay money and make a killing. Why, because you love what your doing.

I started selling this meat and I didn't even know the quality of it. I sold some to my friends who had a bar-b-q with the meat I sold them. It was the worst meat, nobody even ate it. It was so crushing to me. Next I worked for a different kind of company selling the same product but the difference was this company had better customer service. The policy of the old company I worked for was that after three days you could not get a refund, wrong approach. This is how you lose customers. You can't build a business like that. What I learned at the new company was they sell meat that's okay but not the best but they do sell it on convenience. That is what made the buyers start coming back. With this company, there whole clientele is based on referrals. The company with no customer service was based on new sales.

When you run a business on the new sales philosophy growth is not earned. With the new company, after ninety days you didn't have to cold call again. You can build a clientele because your customers were happy with your service and you grow from referrals. If someone didn't like their product or wanted their money back they would take care of it. Give them their money back; give them new meat, whatever it took to keep that customer happy. They cared about the client and wanted to service that client over and over again. If you are representing a company that doesn't have customer service, you have to change it or you have to run. Go somewhere that has good customer service. It's simple to find out a companies customer service quality, research it, and buy from them. Become the client. Would you buy from them? The only way to grow as a salesperson is to make your customers happy.

Go Get ‘Em!

Your customers are expecting. Is there a pregnant pause between their requests and your responses?

When we dial 9-1-1 we have certain expectations: that a skilled operator will answer our call quickly, speak our language, understand our emergency and dispense help expeditiously.

Similarly when we frequent a drive-through fast food restaurant we also have expectations: that we will receive our meal quickly, that it will be affordable, and we needn't leave our car to gather our food.

In both cases, when expectations are met we're satisfied. When expectations are exceeded ours is a happy meal. And when expectations aren't met, the sour taste of dissatisfaction leaves us wanting. While it's not always a life-or-death proposition, expectations matter.

A Dose of Vitamin E: Feeding Your Customers' Expectations

What about your customers? What expectations do they have about doing business with you? That you will be efficient? Get them the best price? Stand by your products and services? Anticipate their needs? The key to high satisfaction ratings comes not in meeting, but in exceeding your customers' expectations. How well you manage expectations spells the difference between leading the field and fielding leftovers.

Sales

You have ample opportunities to exceed expectations in sales:

- When customers want something you can deliver it ahead of schedule.

- You can deliver products and services at less cost than they expect.

- Intelligent cross-sells and up-sells anticipate current and future needs and serve customers accordingly

- And you can always deliver lagniappe - "a little something extra" always delights.

Service

In service situations you can exceed expectations by:

- Anticipating needs and proactively delivering service without being asked.

- Enveloping your customers in service, whether in person, by phone, mail or email

- Referring business to your clients; providing them references and endorsements to grow their business as they’re helping you grow yours

- Striving to be their best partner, preferred vendor or favorite salesperson for the attentiveness, listening and anticipatory nature of your support

Professionalism

As professionals you can exceed expectations by:

- Being accessible through multiple communication channels

- Returning calls and e-mails expeditiously (before expected)

- Exhibiting a touch of class in your communications, sales and service calls:
For example, writing clients hand-written thank you notes.

- Recognizing your customers' birthdays and milestones in meaningful ways

Exceeding Expectations – Your E-Ticket to Success
Jet Blue isn't the only company to create a Bill of Rights for its customers. Create your own code of conduct to exceed client expectations when it comes to speed, quality, communication, fairness, recourse and responsiveness. Whether you delight, wow or woo your customers you'll be amazed at the business you will attract through combating the Vitamin-E deficiency of low expectations in the marketplace.

Article Source : Importance Of Customer Service Training

About Author

Both Richard Cannon & Craig Harrison are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.

Richard Cannon has sinced written about articles on various topics from Customer Service. . Richard Cannon's top article generates over 590 views. to your Favourites.

Craig Harrison has sinced written about articles on various topics from Forex Trading Forex, Site Promotion and Sales and Negotiation. San Francisco Bay Area-based Professional speaker Craig Harrison's Expressions of Excellence!™ provides sales and service solutions through speaking. For information on keynotes, training, coaching, curriculum for licensing and more, call (888) 450-0664,. Craig Harrison's top article generates over 18100 views. to your Favourites.