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Customer Service Corner
by Laurie Hinkson |
"It's Not WHAT You Say, It's HOW You Say It" The telephone is often the first or last place a customer comes in contact with an organization or company. How we answer that phone and how we interact with prospects and customers on the phone says more about your business than any marketing campaign or sales pitch. Being telephone friendly is one of the least expensive and cost-effective ways to deliver better customer service.
Customer service is about more than just saying the words you've been trained to say. The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice becomes dominant. Almost the entire message you project to the customer over the phone is derived from tone of voice and attitude. A flat tone of voice says to the customer, "I really don't want to answer this phone and I would rather be on a beach in Bermuda than dealing with you". A low pitch and fast presentation may deliver a message to the customer that says, "Don't bother me. I'm too busy right now". To which the person on the other end of the line is thinking, "Well don't mind me, I'm just the customer."
Using a high pitch, with a slightly rapid delivery sends the message, "I am enthusiastic and I am excited!" The customer gets the feeling that you are so glad he/she called and you stand ready to assist him/her. Wow! Imagine that, a customer actually feeling appreciated!
When you repeat phrases and terms many times in a day, like many customer service representatives do, you might have a tendency to become monotone. When delivering High Impact Customer Service over the telephone, inflection is pivotal and monotone lapses are the enemy. Your voice is one of the most important tools you can use to assist you in creating a positive perception of difference EVERY time you pick up the telephone and interact with that all important prospect or customer on the other end of the line.
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Get out the Ladder and "Climb that Tree!"
Three STEPS on which to FOCUS to get you started.
www.GerryLayo.com
by Gerry Layo
Throughout the country, companies are faced with a different selling environment today. Why? Becuase the customer is faced with a different set of circumstances in the economy and thus the buying environment is different. What used to be simple is now challenging. What used to be plentiful is now scarce--not gone, just less plentiful. Today, you are presented with two choices: Climb or Perish! Which will you choose?
[FULL STORY]
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Inspect What You Expect---Test 'Em Early and Often!
An initial 90 day plan to "check-in" on the training, the trainer, and the trainee.
www.GerryLayo.com
by Gerry Layo
As it relates to new sales hires, don't leave learning to "chance." Ensure the retention (and eventual application) of your initial training program content by creating, in advance, a 30-60-90 day testing program to make sure they are "getting it!" Because if they don't "get it," the customers never will!
[FULL STORY]
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Recruiting is a Process NOT an Event
Top talent doesn't just show up! You need a plan to go out and get them.
www.GerryLayo.com
by Gerry Layo
Jim Collins wrote about the importance of "having the right people on the bus" in his book, Good to Great. In your sales organization, the people that you put on the front lines are the first thing that your customers must "buy." Make sure you are always putting the brightest and best out there! Don't wish they were better. Recruit and hire them that way!
[FULL STORY]
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Gerry Layo's Sales Manager "Transformation" Boot Camp May 8-9 in Philadelphia
Transform from mild mannered Sales Manager to "Super Sales Coach" for your people!
www.SalesCoachIntnl.com
Gerry Layo announces the second of three Sales Manager programs scheduled for 2008 to be held in the city of brotherly love (Philadelphia, PA) on May 8-9. Send your Sales Manager to spend a day and a half with Layo for greater growth of your sales team!
[FULL STORY]
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Over the past 18 months I have read these five small books by author Jeffrey Gitomer:
* The Little Red Book of Selling
* The Little Green Book of Getting Your Way
* The Little Platinum Book of Cha-Ching
* The Little Black Book of Connections
Each of these little gems is a great read for anyone entering or regularly engaged in the business of selling. Gitomer delivers simple thoughts with an "in your grill" style (like someone else I know). Each book is filled tactics to help propel you forward in your career. His writing style is both easy to read and fun. I highly recommend you check these out for yourself.
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Join Us At SALES MANAGER BOOT CAMP
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WHEN: May 8-9
WHERE: Philadelphia, PA
A Sales Manager's job is NOT to grow sales. It is to successfully grow sales people. This 2-day action-packed Manager Boot Camp will help you discover and develop powerful coaching skills on 7 critical areas to coach your sales team to greater sales & profits. Visit:
www.salescoachintnl.com
for more information and take a quick test to determine your own Sales Growth Score. Learn what every Sales Manager should know about how to build consistent sales growth and start meeting or beating your sales goals with confidence.
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ARCHIVES:
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Issue 63
February 5, 2008
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Issue 62
December 4, 2007
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Issue 61
October 16, 2007
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Issue 60
May 22, 2007
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Issue 59
February 7, 2007
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Issue 57
October 3, 2006
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Issue 56
June 8, 2006
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Issue 55
February 7, 2006
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Issue 54
December 13, 2005
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Issue 53
October 15, 2005
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[MORE]
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