HAVE YOU DESTROYED THE SALES SCRIPT AND STOPPED PITCHING? Helping the prospect through the buying process should be a conversation not a one person narrative. If you are using a script you are probably not listening to the customer nor understanding their wants… you are just pitching and pitching isn’t selling. Are you working very… Continue reading »
Jan
21
SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS
The hardest complainant type first: If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in… Continue reading »
Nov
20
Top Five Principles for Excellent Customer Service
Make yourself and your products or services easy to gain access to. Whether it’s online or through real locations simplicity of access is the key. Make sure your stock levels are well managed and matched to demand. Being out of stock is a sin. When it comes to online access test to web pages with… Continue reading »
Jun
20
Staff and customers an unpredictable mix – achieving better customer service standards!
Some basic staff must do’s Something so basic you would wonder why it needs a mention. Know your product so you are the expert, know your company so you are an expert and know your customers real buying motives so you are the expert. So what is a real buying motive… hmmm it’s a Mercedes… Continue reading »
Jun
19
Staff and customers a volatile mix – achieving great customer service standards!
Some basic must do’s Staff must be trained and tested to ensure they can effectively communicate both orally and in writing. If you can’t invest in hiring or training great communicators at least design a broad range of idiot proof form letters that cover common situations and have a senior manager vet them before they… Continue reading »
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