Gain Credibility with Good Sales & Customer Service Skills

You need to gain credibility, and to do this, have a genuine interest in the customer.

Tailor a letter so what you are offering is in the best interest of the customer.

There is no need to give a big marketing spiel, just provide an honest assessment of your product or service and advise them how it would benefit them.

Also back your product or service with 100% money back guarantee no questions asked, and make sure you deliver on what you promise.

Once you start making sales & delivering on what you promise (even when giving customers their money back if they're not happy with your product or service) you will start to gain credibility, and then you can let people know about it.

daryamconsult@optusnet.com.au

Look Professional – Wear a Uniform (For Sales & Customer Service)

Send the right message of professionalism to your customers and have your staff wear a uniform.

Uniforms need to:

• Look smart
• Be practical to your business
• Be clean
• Have the name of your business printed on the shirt

The better presented your staff are the more professional and organised your business will look.

You can access further information to help you run your business through my websites:

www.personal-customer-service-tips.com
www.success-in-business-tips.com
www.effective-marketing-advice.com

Bonaire Evaporative Cooler – Example of Poor Customer Service

I paid $5,000 for a new Bonaire Evaporative Cooler. The motor seized up during a heat wave, and it was only 4 years old. I phoned Climate Technologies (the company that builds Bonaire Evaporative Coolers) who said the earliest they can get a technician to my home is 7 days. I phoned their competitor and they were able to get a technician to my home in 2 days, so I had Climate Technologies’ competitor fix their cooler.

The technician replaced the motor and said the water pump is noisier than usual but it is working ok at the moment. I am grateful to my insurance company who paid $1,100 for replacing the motor, and I only had to pay $100.

I wrote a letter to the Climate Technologies Managing Director complaining about his product only lasting 4 years, the delay of 7 days to get a technician, having to pay $100, the water pump being noisy, and his website www.bonaire.com.au promising “……. so you can rest assured you’ll stay cool for years to come” (I would reasonably assume that would mean more than 4 years).

All I received back from one of his staff was a letter telling me how much they would have charged for a new motor, that I should have had the cooler serviced once a year (not that that would have helped for a seized motor), they couldn’t send a technician for 7 days because there was a heatwave and they were busy (even though their competitor sent a technician within 2 days), and they value my feedback (but didn’t do anything about it!).

Here are a few things they could have done in response to my complaint letter:

To back their product:
Provide a 5 year guarantee on the new motor (this would not have cost them anything because the motor should last more than 5 years).

To provide good customer service:
Send a technician to check the water pump (this would be of minimal cost to them).

Go the extra mile:
As a gesture of good faith and the inconvenience I experienced, provide me the $100 I had to pay to replace their faulty motor.

Know Your Products to Deliver Good Customer Service

Nothing is more frustrating to a customer than not being able to get answers to their questions about a product.

Ensure you keep you and your staff up to date with the products you sell.

Answering questions that your customers ask about your products and being ‘helpful’ forms a major part of your customer service because you are addressing their needs.

If you meet a customer’s needs they are more likely to stay with your business or by more products.

You can access further information to help you run your business through my websites:

www.personal-customer-service-tips.com

www.success-in-business-tips.com

www.effective-marketing-advice.com

Merry Christmas Everyone

Deliver What You Promise for Good Customer Service

One of the quickest ways to upset a customer, or even lose them, is not to deliver what you promise.

A common saying is ‘Under Promise and Over Deliver’.

For example:

· If something normally takes 7 to 10 days, advise the customer it will take 10 days. What a nice surprise if they get it by day 8.
· If you promise a call back and it normally takes 24 to 48 hours, advise the customer it will take 48 hours. What a nice surprise if they get the call back within 24 hours.

Be honest with your customers and don’t make promises you can’t keep.

Problems do occur from time to time, so if that happens, make sure you advise the customer and keep them informed of the process.

You can access further information to help you run your business through my websites:

www.personal-customer-service-tips.com
www.success-in-business-tips.com
www.effective-marketing-advice.com

Customer Service - What are Customers Telling Us

Make it Simple

Deliver without letting me down

No Surprises

No confusion

Show genuine empathy

Be proactive in how you relate to me

Find a way to resolve things for me

Remember that you are not my priority

I have enough anxiety; help me reduce it

Help me reduce complexity

I want assurance you’re taking care of me

I want someone easy to deal with

I want someone who understands

I want to feel proud of my choices

I want to be sure I’m with the right company

I want to make sure I can trust the business & it’s people

Give me control to make decisions

Help me make the right choice

Help me navigate the complexity

I want to choose how I interact with the business

You can access further information to help you run your business through my websites:

http://www.success-in-business-tips.com/
http://www.personal-customer-service-tips.com/
http://www.effective-marketing-advice.com/
http://www.businessactivitytips.com/