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Customer Service Information |
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If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!
First of all let's look at what customer service is all about. If you go into a shop and talk to anyone who works there you expect to be treated with respect, not sold to and to have en enjoyable experience. Often that isn't the case, in fact we're often not spoken to at all, or we're asked the silly question, 'can I help you', which virtually everyone knee-jerks an answer to with, 'no thanks, I'm just looking'. We want help, but funnily enough we don't want to admit it. We need an education on what it is we're buying so we can be confident with out buying decision, but we don't like to admit we're dumb or don't know anything to the sales assistant. So we have a dilemma! Then if we do find someone who we feel wants to help us, then often we don't relate to them as a person and so we don't have a good emotional experience. A good emotional experience is what great customer service is all about. Poor or satisfactory service is where you get an average experience that doesn't make you 'feel' better than you did before you went to the store. The difference between satisfactory and poor service is the difference between the emotions experienced in the buying process. Let's face it. There are two types of service we experience that we will tell people about PRO-ACTIVELY. Very bad service, or outstanding service! Typically we have forgotten about the business and persona we have just bought from in about 5 seconds after leaving. Do you think that is conducive to getting a customer to give you lots of referrals? It all comes down to making your customer feel better than they did before they purchased from you. So customer service...a major part of sales...is really this... Emotional Upliftment! What sort of emotions do you want to help your customers to experience? Confidence, happiness, friendship, joy, removal of fear, reduction of apprehension, or a combination of any of these. Now let's look at how you can have you customers experience any of these emotions. First of all we need to understand a couple of proven principles. The first one is that 80% of the population has a fear of sales people. They don't trust them, they don't really like them and they are worried about being ripped off by one of them. Why do I say this? Because I have asked hundreds of sales people in sales training seminars that I conduct what their beliefs about sales people are. And 80% of sales people believe sales people are liars, rip off merchants, just want you money, talk to much etc. etc. It may seem had to believe, but ask yourself the same question, what do you believe about sales people and see what your own answers are! So if we as customers believe this about sales people, we're already on the defensive before the sales person opens their mouth. That's often why we tell them, 'we're right, we're just looking'. It's better than saying, 'we don't know anything about the product we'd like to buy but we have the money to buy it and I am sure you will help us to make an informed decision today to buy'. So to be effective in customer service we must understand people have a basic fear and distrust of sales people, and they think any person who talks to them from any business they want to buy from has sales people. Can you see the Dilemma? So here's what you need to do to develop outstanding customer service, in the customer's eyes... Stop being anything like a typical 'sales person'! Don't say things to customers every other sales person says, instead of saying, 'hi can I help you', why not say, 'hi have you been into our store before?' You'll be starting off on the right foot and it will sound like you genuinely want to help them! Then ask questions and keep asking questions, because what do 'sales people' do? They "tell" people what to think and give their "opinion". How much do you think the opinion matters of someone you already think is a liar? That my friend is the secret to sales, don't be a sales person! Be anything but a "sales person". Be the opposite to everything a typical sales person is, as defined by a customer and your sales and customer service will increase dramatically, and of course so will your profits! Tim Stokes is a master communicator. He teaches small business owners how to give customers a strong emotional uplifting experience. Tim's results speak for themselves with clients increasing sales by 357% in 30 days, others selling 50% more at 30% higher prices. This information he touches on briefly above has incredible power when applied to any business no matter what product or service it sells. Tim Stokes is available for help with your customer service or sales process so visit his website to learn more, at http://www.bbms.com.au
MORE RESOURCES: AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Ikea expands integration with assembly services platform Chain Store Age JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union Consumers Demand Enterprises Modernize to Improve Ailing Customer Experience, Says Research Business Wire American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Neterra Enhances Its Customer Service Monitoring System Total Telecom Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com Firm to expand customer service in Yorkshire with new service centre Golf Business News CSPI & Nutrition Action Customer Service CSPI Newsroom Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan How banks can build consumer confidence with stellar customer service Insights by Samsung Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) DESCO's meeting held to enhance customer service and power reliability The Business Standard Palm Coast Utility Department Celebrated for Enhanced Customer Service City of Palm Coast 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University 3 Ways To Quickly Make $50 GOBankingRates Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Contact Reverb Support Reverb Charter Names Robyn Tolva Senior Vice President, Customer Service Reliability | Charter Charter Communications America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’ CX Today 11 key elements of excellent customer service Business.com Launch of New Districtwide Customer Service Platform The School District of Philadelphia Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf Video Quick Take: Intercom’s Brian Donahue on How AI Agents Can Be Your First Tier of Customer Service Support HBR.org Daily |
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