Meet Bob Backwards. He's a charter member of the Customer Service Hall of Shame. Bob failed to understand one of the most important Cardinal Rules: People BEFORE busywork. Hint: Don't be like Bob!
Reprinted with permission, Marketing and Management expert Seth Godin shares his thinking on the topic of customer service as a strategic marketing investment.
Something as simple as word selection can be the difference between projecting confidence and sounding meek and unsure of yourself. Knowing the difference is key.
The key to service and sales is recognizing a gap between where your prospect or customer is currently and where they'd like to be. Once you understand their needs you can then get to work on suggesting solutions your organization offers.
If you're in the business of proposing ideas or solutions to customers, then occasional rejection comes with the territory. They keys are to understand it and not internalize it.
Most people don't purposefully set out to come across as negative. Sometimes human nature and social chatter cause us to inadvertently put down our organization. This awareness building video clip illustrates and addresses just such issues.
Many people working in the service industry seem to rejoice in alerting customers to what they CAN'T do. Huh? The only thing your customer is concerned with is what you CAN do for them.
Five important concepts every customer-facing team member should be aware of!
Sometimes, you ask an open-ended question but need a bit more information in order to sort things out. That's when Probing Questions come into play!