Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as we like to say — “soft question” selling, a basic component of effective customer service is to offer your customers additional choices. Some customer service representatives might fear being perceived as pushy or assuming.
Latest "Client Relationship" Posts
by Nancy Friedman
Do you know what the number one skill in sales and service is?
Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques to make us better listeners?
ServiceSkills.com Releases New White Paper
Educational Resource Addresses The Return On Investment of Communication Skills Training
St. Louis, MO – ServiceSkills.com, a leader in web-based communication training, announces the release of a new white paper, “How Improving Communication Skills Increases Bottom Line Results.” This nine page white paper discusses the ways communication impacts business success.
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service
My entire career has been focused on developing ways to help companies communicate better with their customers.
Great customer service is sought by most everyone. Businesses go out of their way to give good customer service.
By Nancy Friedman, The Telephone Doctor
Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner or manager find out what the customer really likes or dislikes?
Well, your customers have told us what they may not tell you.
I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long.
It’s about strangers. And Customers
We know we have paid customers
We know we have internal customers
We know we have potential – future customers
We even know we have lost customers
But what about strangers as customers?
A short, but ongoing course.
Do you and your staff really know how to engage and interact with the customers? Do they even know what it means.
Seems as though every year there’s a “new” word in Customer Service.
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients.
For instance, one forbidden response is, “I don’t know” Replace this with “That’s a good question, let me check and find out!”
Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that – having never met him… but his note was paper clipped to a page which explained why he did.
The page he paperclipped was an article I had written a few months earlier that ran nationwide.(In this case “the Chicago Sun Times – Phone Dr.
by Pamela Walters
Every company gets excited about “making the sale.” A lot of time and expertise go into identifying prospects, assessing needs, pitching ideas and influencing outcomes. Companies celebrate when they close contracts with new customers as well as when they renew existing relationships. They bask in the victory for at least a moment, and then they begin to strategize on how they can do it all over again with other targeted prospects.