Customer Service & Retention
Fire Your Worst Customers For Your Best Year Yet
Good news. You can fire them! That’s right. Your customer isn’t the only one who can terminate the relationship. You have just as much right as they do to call it quits. Reasons to fire a customer As the famous saying goes, time is money. You want to spend time with customers that bring you […]
How to Improve Your Sales-to-Service Handoff Process
We could subtitle this article “How not to do service like Comcast,” and you’d get the point right away. If your company sells a great product or service, but you don’t want customers to experience what Comcast customers go through, you need to improve your sales-to-service handoff process. Why the Handoff Process is Vital During […]
How to Deal with High-Maintenance Salespeople
You’ve seen them on real estate reality shows. There’s one in nearly every office across America. Salespeople who are difficult to deal with. The problem is, they are usually the performers in the company, too. Here are some tips I’ve learned from working with all kinds of talented salespeople over the years. Tips that work […]
What Salespeople Can Learn From Customer Service Reps
Improving Sales by Learning from Customer Service Selling a product or service isn’t just about getting customers to buy. Sometimes, salespeople focus so much on making the sale that they forget there’s a real person behind the purchase. This is often called the “selling and forgetting” syndrome, and it happens when salespeople follow a strict […]
The First Five Seconds: How Your Team Should Answer Customer Calls
Many companies don’t pay enough attention to answering customer calls quickly and nicely. But those initial five seconds can really shape what customers think of your company. Think about it: if I call different companies, I’ll get different experiences based on how they handle my call. And most of the time, those first few seconds […]
5 Tips to Improve Client Loyalty With Customer Service
In the world of business, there are many crucial factors like a detailed business plan, the perfect location, and financial resources that can either make or break a company. But no matter what you’re selling – whether it’s food, clothing, electronics, or consulting services – exceptional customer service is a vital ingredient for building a […]
How to Cut Your Sales Training in Half and Improve Retention
When you hire a salesperson, you look for a few basic qualities: confidence, assertiveness, strong communication skills, and so on. The right strengths always help new salespeople, but there’s another piece to the puzzle of success. If you want new hires to succeed, you can’t just hire the right type of person. You need a […]
The First 5 Seconds: The Secret to Providing Better Customer Service
Because live customer service doesn’t go viral the way social media interaction can, companies often overlook the importance of call response. But the first five seconds can make or break a customer’s impressions of your company. If I call ten different 800 numbers and reach ten different customer representatives, I’ll have ten different customer experiences. […]
How to Give the Perfect Business Gift
When it comes to customer service, a common perspective is to focus on how to address customer complaints and issues after they’ve arisen. However, this limited approach can hinder a business’s ability to attract and retain customers effectively. Customer service should be viewed as a proactive strategy that not only resolves problems but also nurtures […]
Only 1% of Consumers Feel They Get Good Customer Service – Do You?
How big of a role does customer service industry play? We found this handy infographic that does a great job of highlighting some interesting information that shows how important customer service really is. Customer service statistics that stand out Here’s three statistics that stand out: Only 1% of consumers feel they get good customer service, […]