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.
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.
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.
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!