Telesalestips for the week 02-08-99

What is Customer Satisfaction and how can it be achieved?

Customer Satisfaction is excellent Customer Service.Customer Service is
one of the most demanding and at the same time the most rewarding
profession. To do Customer Service requires the ability to look beyond
your needs, likes and dislikes. Without the understanding of and love for
people true Customer Service is not possible. But understanding what it
takes to be in Service is the most marvellous gift you can give
yourself. With that understanding life becomes more
effortless, relationship more joyful.

As we all know happy customers are the life blood of any business. We
all know to be successful in business you must sell your product or
services. Customers will buy a product or service if it fills their need
and is priced well. Sometimes Customer do buy from you regardless of
price because they like to do business with you.

So if a business wants to succeed and prosper effective customer service
is very vital.  Customer Service is taking care of your customers in
such a way that they prefer to do business with you.It is very easy to
serve a happy customer. But the angry and undecided customer test our
skill.

When Customer behave negatively, it is because they don't see any other
option. If you can show them a way out, definitely most of them will grap
it eagerly. The key to anyone's success is the State of Mind. In the
daily fluctuations of our state of mind we recognise our moods. The most
harder to recognise is that our own thinking which pulls us into
negative moods, change our logic and dims our experience of life.  When
we are low in mood everything looks negative.

So when you get a Customer who is negative you know it is his low state
of mind. He  will be threatening you because of insecurity. When you see
customers in that state of mind, remind yourself that they are victims of
their own thinking. After all you and I have been in that situation many
times.  Understanding and expressing warm feelings of compassion will
protect your state of mind from triggering your own negative thoughts
and protect your customer from any impact your negative reactions would
otherwise cause.

As a Customer Service person you should be open and nice to people. Many
business today are under increasing pressure to provide better service
to their customers. Even post offices and Telephone Companies are being
forced to compete at the service level. Customers are going where they
are best treated.

So let's say you want your Sale People to make Customer Satisfaction
their prime focus. This means the Supervisors and Team Managers must see
their job as serving the Sales People, the Middle Managers must be
serving the Supervisors and Team Managers.And the Top Management must
see his or her job as Serving and Supporting the entire staff. Service
must be the dominant keynote of the Organisation from Top to Bottom.

So Create a Positive and Pleasant Atmosphere where you work.

Sales Thought of the week

There is Prosperity in the Air. See yourself in possession of all the wealth you desire and everything will come to pass. W.Saga.

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