Quote of the week:
“I don’t need to be at the customer service training session because I don’t work in sales.”
Grow up.
The obvious stuff is:
•           answering the phone
•           greeting and meeting
•           treatment co-ordination
•           establishing rapport
•           understanding the customer’s needs and concerns
•           negotiating a win/win solution
The less obvious stuff is:
•           the way you dress and groom
•           the way you keep your workspace
•           the way you communicate with your colleagues
•           your loyalty to the brand
•           your attitude to Head Office
•           your attitude towards the workers in the field
•           the way you pack a component in a warehouse
•           the way you manage accounts
•           the way you hire people
•           the way you take your product or service to market
•           your compliance and governance systems
•           the way you deliver your unique ability
As customers, we can tell whether the people in a company give a hoot – in everything they do.
Everyone works in sales, all day, every day.
You work in sales.
Make sure you are very, very good at it.