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A Guide For Customer Service Training Tools
Let's face it, good customer service can make or break a
company. Even if the product is top-notch, if the sales
representatives don't have great customer service skills, it
doesn't matter. Customer service should be a number one priority
to any...
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What Every Small Business Owner Should Know About Seeing The Creative Side of Customer Complaints
Customer Service is a blessing and a curse; a blessing to the customer and a curse to you, the employee. At least so it seems. As the Chief Customer Service Officer (CCSO) for your business, you are faced with a never-ending barrage of...
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Connecting With Customers
I just got off the phone with a friend of mine. Business is up he said, but he didn't know why. I asked him a few questions, but the more we spoke about it the more concerned I became.
"What do you mean, you don't know why they're buying?"
"We never know why they buy," he told me.
"Never?"
"Nope. They just do."
My friend thinks he knows what is great about his product. They believe they understand it's applications, they just don't understand what drives sales.
And there's something else - it has to do with pricing and profits.
Since they don't really know why customers buy from them, it follows that they don't understand the full value customers get from their products. So they don't know what to charge! They discount to make sales - since they don't fully understand the customer's pain points - and that means - they always leave lots of money on the table.
When times are tough - and many people are feeling squeezed these days - there is tendency to panic. Who wouldn't? The economy, the financial markets, and now - terrorism. I read where a group of psychiatrists saying the country was on the brink of a nervous breakdown!
That's certainly not what I want for my customers! Is that what you want for yours?
I think this question can be a profitable one. What do you want for your customers? I started thinking about this and came up with a few others for you to ask yourself.
Why do you want to serve your customers? What do you love about your particular customers? Are they perfect customers? If not, who would be? Describe them.
Case Studies and the Value Proposition
So I began thinking about my friend's sales problem - which brought me to thinking about a favorite topic of mine - the value proposition. Not in the sense of your USP, but in the sense of - what is the value of your product (or service) to your customer?
In other words, what is your product worth? How much - in money terms - does your customer save or earn when they use whatever it is you sell? Can you quantify
that?
If you can't, well - you need to. It will make it much easier to sell.
But it's too complicated - we can't really say what they get from it.
No wonder you have trouble selling when times get tough. If you knew what it was worth, and it was worth more than you were selling it for, you'd have customers lining up pounding on your door for it.
You have to go out and do case studies. Exactly why did they buy. Exactly what is the application. Exactly how much more did they earn because of it and how did they earn it. Or, exactly how much did they save because of it and how did they save it. Get five or six of those and you'll be able to build a return-on-investment case for any prospect, and damn the economy. Which brings me to one last thing - the holy trinity of repeat sales.
Up-sell, Re-sell and Cross-sell What is your best possible source of revenue right now, bar none?
Your existing customers, right? Of course - they always are. Which means you should have a regular program to stay in contact.
What are you doing about repeat customer sales? When was the last time you contacted each customer, and made them an offer of some kind? What - you're waiting for them to call you?
Conclusion: You've got to contact your customers. Under any pretext, for any reason.
Why?
To solidify and maintain your relationships, and reconfirm why you want to do business with them. To understand your value from their perspective. And lastly, to make sure they are being served properly and to sell them everything they need.
About the Author: Paul Lemberg is the President of Quantum Growth Coaching: More Profits and More Life for Entrepreneurs, Guaranteed. To get your copy of our free report with detailed steps to grow your business at least 40% faster, go to http://www.fastergrowthnow.com
Source: www.isnare.com
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Customer Service Group: Resources for improved customer service ... |
Newsletters, books, and free online resources for improved customer service, call center and help desk operations including tools for enhancing rep training ... |
www.customerservicegroup.com |
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Customer Service Training Customer Service Skills Training Service |
Service Quality Institute is the leader in Customer Service Training with customer service training skills products and consulting with over 34 years ... |
www.customer-service.com |
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ICS: Institute of Customer Service |
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead customer service performance and ... |
www.instituteofcustomerservice.com |
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International Customer Service Association |
Promotes the development and awareness of the customer service profession through networking, education and research. Activities, publications ... |
www.icsa.com |
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Customer Service Jobs on CareerBuilder.com |
Looking for customer service jobs? Start your job search at CareerBuilder, the leader in job search sites, and access hundreds of thousands of jobs today. |
customer-service.careerbuilder.com |
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The New York Times Home Delivery - Subscribe |
Sign up now to save 50% on your first 12 weeks of Home Delivery. Learn more. As part of Home Delivery, you'll also get free access to TimesSelect premium ... |
homedelivery.nytimes.com |
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Customer service - Wikipedia, the free encyclopedia |
The modern concept of customer service has its roots in the craftsman economy ... Delivering customer service begins with understanding what customers want. ... |
en.wikipedia.org |
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Customer service representatives |
When working in call centers, customer service representatives are likely to be under ... Customer service representatives working outside of a call center ... |
www.bls.gov |
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Customer Service Training |
Customer Service Training, Seminars, Coaching, and free articles to improve repeat business, happiness, and professional image. |
www.proedgeskills.com |
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Customer Service |
(It may help the reader to notice the role of customer service in the overall ... Additional Resources in the Category of Customer Service and Satisfaction ... |
www.managementhelp.org |
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azcentral.com faq - azcentral.com Help - Arizona Republic Customer ... |
azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions. |
www.azcentral.com |
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CafePress.com : Help Desk : Customer Service |
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ... |
www.cafepress.com |
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Customer Service Week - The Celebration Source |
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations. |
www.csweek.com |
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Nashville - Tennessean.com - Middle Tennessee Customer Services |
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ... |
www.tennessean.com |
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Customer Service Institute of Australia - dedicated to Australian ... |
CSIA is a professional, membership-based body dedicated to improving the standards of customer service both at an individual level and at a corporate level ... |
www.csia.com.au |
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The Globe and Mail: Home Delivery Customer Care: Home |
The most authoritiative news in Canada featuring articles from The Globe and Mail, breaking news coverage, national news, international news, sports, ... |
https: |
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Customer Service from FLORIDA TODAY |
We're here to bring the finest customer service to your doorstep. ... Customer Service Hours Monday - Friday: 6:30 a.m. - 5 p.m. ET Saturday: ... |
www.floridatoday.com |
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magazine customer service |
https://secure.customersvc.com/ servlet/Show?WESPAGE=mo/home.html&MSRSMAG=MO - Similar pages |
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Customer Service – 8 Rules For Good Customer Service |
Good customer service is the lifeblood of any business. You can bring in as many new customers as you want, but unless you can get some of those customers ... |
sbinfocanada.about.com |
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Help | IndyStar.com |
Customer Service • Terms of Service • Send feedback about IndyStar.com • Subscribe Now • Jobs with us. Use of this site signifies your agreement to the ... |
www.indystar.com |
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