I wanted to share an excellent article on customer service with you, I know how important this topic is to my fellow virtual assistants. Enjoy! Kathy McCabe
Critical Customer Service Skills You Must Have
By Dennis Sommer (www.dennissommer.com)
Do want to be known as “The Expert” or “The Guru”? Do you want to advance your career and income? If you answered yes to both of these questions then you need to become a “Top Performer” in your profession. Whether you are now a Manager, Executive, Consultant, Sales or Service Specialist, then Customer Service skills will be one of the keys to your success. Experience and knowledge in your area of specialty may make you an above average performer, but to be a “Top Performer” start implementing the following 16 Customer Service skills and action items today.
Top performers are successful by being honest, respecting a clients intelligence and focusing all their energies on how to make a difference in a clients life. After reviewing the following “Top Performer” Customer Service skills and action items, you will know how to be more effective, efficient, and successful.
As customer satisfaction improves, so does your revenue and career.
1. Your attitude, attention, and commitment to resolving customer complaints will have a huge impact on customer satisfaction and the likelihood that they will buy more.
2. Money motivates in the short term but helping make a customer’s life better will provide sustained success.
3. Guarantee your offering and stand by it. It is best to offer an unconditional money back guarantee.
4. Trust in your company and the customers perception of the level that your company and people will stand behind the offering in the event of problems is the number one reason customers purchase an offering.
5. The best way to serve your company is by putting the customer first. You may lose a sale today, but long term rewards will be much greater.
6. Quality improvements that improve customer satisfaction are more profitable than those focused on cost cutting.
7. Help customers achieve their goals.
8. Achieve your goals by satisfying customers.
9. Have the best interest of the customer in mind.
10. Get customers to discuss their needs with you.
11. Influence customers by information rather than by pressure.
12. Offer an offering that is best suited to meet a customers needs.
13. Answer a customers question as correctly as possible.
14. Try to bring a customer with a problem together with a offering that helps them solve that problem.
15. Disagree with a customer in order to help them make a better decision.
16. Give a customer an accurate expectation of what the offering will do for them.
About The Author – Dennis Sommer
Dennis Sommer is the founder and CEO of Executive Business Advisers, a management consulting firm specializing in business growth, sales and profit improvement.www.executivebusinessadvisers.com
Dennis helps companies increase sales revenue, reduce sales and marketing costs, improve marketing ROI, and drive new business growth by improving and optimizing their sales, marketing, company strategy and financial health.
Dennis is a highly sought after business keynote and seminar speaker www.dennissommer.com and author of several highly popular sales, marketing, leadership and professional development international articles and bookswww.advisersecrets.com .
Contact Dennis at 800-627-6512.