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customer service and the after sale

by socialentry
3 replies
I always thought it was like Tic Tac Toe, if you had the technical knowledge, you couldn't be good at it, you could just be less bad.

As in if someone could read "Thank you for calling the bank of the Bahamas, how can I help" on an autodialer screen and could take a lot of verbal abuse, they couldn't get better then this.

but then I talked to one of my friend who is a manager in the customer service department of a bank in Canada

They brought in a telemarketing consultant, and then said consultant apparently took
a live call from a very irate customer (the yelling and screaming type), he not only calmed down her down but actually succeeded in doing an upsell for something more expensive.

And then I thought that customer service didn't nescessarly mean being submissive like those minimum wage customer service reps

most stock brokers have to be "hunters" (cold callers, direct marketers, etc) but turn into "farmers" (de facto customer service people) when their book of clients grows. They wine and dine the clients, invite them to private hockey lodges, etc. But the dynamic is different, there's always the aftertaught that the client can be fired if he gets too uppity, or he is being a d-bag, or the account is just too small, to be worth the effort etc.

Do you sell to your customers as part of the customer service process?

Do you believe that hunters and farmers are two different breeds altogether?

What do you consider to be good customer service?
#customer #sale #service
  • Profile picture of the author MoRaitman
    A happy customer is you best referral. An irate customer made happy, will be your biggest advocate. Everyone understands there could be screw ups. And no fault of yours. But if you make it a priority to resolve it, not only will you retain their business, but you can ask for referrals. If the product and cus serivce is #1, the money will come. If you only focus on the $$$, you will miss out on tons of business.
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    • Profile picture of the author savidge4
      The LARGEST gap between online and offline marketing is Customer Service.

      The difference between in person and on a screen is night and day. On the internet there is another one to replace the one you just lost. In "The World" there are only so many. ( I work ALOT within my own and surrounding communities, I have a "Limited" overall market )

      A bad reputation spreads much faster in offline marketing, and equally so for a good one.

      Good Customer Service is an acquired trait. Learning the difference between the customer is always right, and who here is the one that knows what the hell they are doing, is in my eyes the key to good customer service.

      Customer Service starts with Hello. good communication and understanding of what you do, how you do, and how and what you deliver

      ( this is a hard one for me ) Good customer service is placing the Customers time of more value than yours.

      Listening is good customer service

      Understanding what the customer wants vs. what you offer is good customer service.

      Knowing when to say "My schedule is book for the next 6 months, might I suggest Jimmy down the street" is good customer service. ( I send Jimmy all my bad potential clients ) Jimmy doesn't like me, because he has a shorter temper than I do by far! hahaha

      Usually that customer comes back with an attitude adjustment, and a spot has opened up, that is good customer service!

      Understanding that customer service is not something that starts after the sale, but is carried through the entire process is good customer service.

      Being able to sit here and rattle these off for another 2 hours easy, means I have READ way to much about customer service!

      So to now answer some of the questions...

      Do I sell as a part of customer service? If they call mad, NO NEVER. I have to answer the phone later when they figure out what just happened. That Consultant guy didn't.

      Hunters and Farmers. They are different in respect to their skill sets, However, in regards to customer service, the Hunter is the face of your company, the farmer is usually the behind the scenes guy. It depends apon the situation. Can the hunter provide the customer service needed? or do they send it to the right dept?

      I personally do a lot of both. I do have a dedicated hunter, and a dedicated Farmer. They both are very familiar with the limits of their skill sets in regards to one another. We have lists. It sounds anal, but it is very affective.


      Hope that Helps!
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      Success is an ACT not an idea
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  • Profile picture of the author mjbmedia
    create customer experiences that the customers will love and therefore want to 'share' with those they influence .
    Every touch point your business (or your clients') has with a prospect/client should be designed to be special, memorable , an experience that they'll remember positively and will tell others about.

    eg when they open a product , they find a special related gift inside the packaging , something that adds value to the actual product they've bought , eg an expensive coffee perculator comes unexpectedly with top brand coffee , how many people will share that with those they influence?
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    Mike

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