How to work with your Customer Service People?

by mbomb 5 replies
My job is internet marketing related, so I'm assuming it's ok to post in this forum. I'm an account manager for an IM lead generation company. We work quite a bit with people with people and companies in the home-based business arena. People who need leads to sell their products as well as those looking for new partners.

My job is essentially to find new partners to resell our leads as well as sell leads directly. I've pretty much been working on my own prospecting, appointment setting, 3-ways with our company owner and top execs from prospective companies, followup, placing lead orders, closing deals, team calls with group leaders and their team members, etc. We've always had customer service reps, but not enough to match up with everyone on our salesteam.

We've recently expanded our customer service department and now we have more than enough team members to work with sales and account managers. I need to come up with a few ideas as to how I might be able to work with my customer service girls. What tasks might I be able to have them help me with or perform for me..that kind of thing. Upselling, maybe finding me some referrals from exisiting customers they speak with. They already call everyone of my customers as orders come through to approve their orders and give them a welcome call.

Do you have any other ideas how I might be able to better work with customer service to increase my accounts and efficiency overall? Thanks.

Mike
#main internet marketing discussion forum #customer #people #service #work
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  • Profile picture of the author mbomb
    Any ideas or links to helpful articles on the topic?
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  • Profile picture of the author Chipt
    Originally Posted by mbomb View Post

    My job is internet marketing related, so I'm assuming it's ok to post in this forum. I'm an account manager for an IM lead generation company. We work quite a bit with people with people and companies in the home-based business arena. People who need leads to sell their products as well as those looking for new partners.

    My job is essentially to find new partners to resell our leads as well as sell leads directly. I've pretty much been working on my own prospecting, appointment setting, 3-ways with our company owner and top execs from prospective companies, followup, placing lead orders, closing deals, team calls with group leaders and their team members, etc. We've always had customer service reps, but not enough to match up with everyone on our salesteam.

    We've recently expanded our customer service department and now we have more than enough team members to work with sales and account managers. I need to come up with a few ideas as to how I might be able to work with my customer service girls. What tasks might I be able to have them help me with or perform for me..that kind of thing. Upselling, maybe finding me some referrals from exisiting customers they speak with. They already call everyone of my customers as orders come through to approve their orders and give them a welcome call.

    Do you have any other ideas how I might be able to better work with customer service to increase my accounts and efficiency overall? Thanks.

    Mike

    Hey, Mike -

    In my experience setting up and managing customer service departments, the number one skill I had to teach was 'listening' [which is just one aspect of good manners.]

    The second was problem-solving...

    And the last was 'selling and/or reloading' customers.

    In my experience, if these agents get those prerequisites out of order or cannot manage all 3, the company will have problems. As you know, you have to listen first, then solve the problem... before you'll ever get a chance to reload a current customer.

    Chip Tarver
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    • Profile picture of the author raghavendra6152
      Hi Friend,

      The above posted threads works fine ....I agree with that...
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    • Profile picture of the author mbomb
      Thanks for the quick tips guys. Any ideas or linkgs to resources that miught go into a bit more depth?

      Mike
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      • Profile picture of the author Chipt
        Part of these answers depend on whether yours is and inbound or outbound room, as well...

        It also depends on if you use a warm 'call-drop-call' or a cold 'drop/chase' methodology, as well as lots of other things...

        Of course, one thing I left out of the original reply was that customer service when wearing its 'sales hat' is the perfect place to also generate testimonials and get referrals as well [once any issue has been solved to the caller's satisfaction.]

        But just like an opt in bribe, try to come up with a rockin' cool promotion to reward the people who give you testimonials and referrals.

        Rinse and repeat.

        Avoid viral snowball rolling down the hill towards your head...

        Get raise and promotion...

        Buy sexy sports car and second home for vacations...

        Live happily ever after...



        Just kidding... you catch my drift...

        Chip
        Signature

        Improve your online success permanently right now. Joint Venture Masters tell you the real insider info. Save $450 right now by checking out my *limited time* FCS WSO and change your JV success in a radical way permanently at http://www.warriorforum.com/forum/to...OPIC_ID=264511... and for less than $20 you can really save up to half your gasoline costs at www.CutYourGasCostsNow.com.

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