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Dear Iris,
Hello. Welcome to the new subscribers. I hope you find
something of value here which will help you increase your
sales and/or profits and build your customer base.
The
most important thing we do as sales or customer service
personnel, is take care of customers, especially when they
have a problem.
One of our articles today, will relate
things we shouldn't do, when dealing with customers.
| Five Service Sins and How to Avoid
Them |
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Sometimes customer service is not about what we do,
it is about what we don't do. These are five things you
shouldn't do, if you want to give good customer service.
The Sin of "I don't know" Customers expect
you to know something about the products and services
you sell. It's ok to say, "I don't know", if you add to
that sentence the words, "But I'll find out."
The Sin of "I don't care" Do you want to do
business with someone who does not take pride in what
he/she is doing? When your attitude, conversation or
appearance makes it clear you'd rather be somewhere
else, customers will find themselves wishing the same
thing. Care about what you do and it will show.
The Sin of "I don't like you" Just as reps
don't enjoy encountering a customer who is hostile or
unpleasant, customers feel the same way about a rep who
manifests hostility or unpleasantness. Customers are
sensitive to attitudes that overtly say, "you're a
nuisance, go away". But when you send out a signal that
says, " I like you", customers also sense it and respond
positively.
The sin of "I can't be bothered." If you are
involved in a conversation with a co-worker or on a
personal phone call adn you ignore a customer's attempt
to get your attention, the customer will be justifiably
annoyed. "Actions do speak louder than words" and this
works in a positive way too. You can make their service
memorable by showing them through your actions that
they take precedence of all else.
The Sin of "I know it all" When a rep jumps
in with a solution or comment before a customer is
finished talking, the customer will perceive such
behavior as pushy. So too, is trying to push a customer
into a buying decision. Knowledge is a tool to help
service customers better, not a bludgeon with which to
beat them into submission.
Part of serving customers
well is knowing what not to do.
Creating a memorable
service experience means understanding what good service
is from your customer's point of view. By knowing what
actions to avoid-- you can focus on the positive
behavior that persuades customers to return.
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| Spring Cleaning |
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Spring is in the air and it's a great time for
cleaning out. This is true for our homes, of course, but
it is also true for our offices as well. Go through your
office-- clean out the clutter, make sure your files are
in order-- alphabetically organized, updated, and easily
accessable. Get your schedule cleaned up as well.
Schedule in only the priorities. Don't clutter up your
calendar with time wasters.
We work much more
effectively and efficiently when we are organized and
uncluttered. So, as Spring approaches, this is a good
time to make sure our tools are in order, all is
functioning as it should and that our offices are
organized for maximum output.
Business blooms when
we work more efficiently; manage your time and
territory. It pays off in many ways.
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| A Bit of
Inspiration |
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Each time someone stands up for an ideal, or acts to
improve the lot of others, or strikes out against
injustice, he sends forth a tiny ripple of hope.
-
Robert F. Kennedy
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Your Sharing is
Welcome |
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If you have a bit of advise, a
success story you want to share, or have had an
experience my readers and I would find helpful, please
feel free to email it to me. Please put in the suject
line of the email: success share, so I will know
it is from someone I want to hear from. If we use your
story, we will send you thank you gift, for sending
it. |
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