Key Elements of Customer Service Excellence - Part 1
?? Professionalism is essential in business so we as Sales Professionals and Customer Service Specialists should always try our best to strive for it
?? Presentation is everything in life and business: We should do our best in terms of personal appearance (hair, make-up, uniform)/ Nice Office / Attractive Screen Backgrounds etc.
?? Us Sales Reps should use appropriate Body Language and show Confidence to the best of our capabilities
?? Actively listening to our customers is essential. We have two ears and one mouth for a reason.
?? Maintain confident Eye Contact, Smile when appropriate and try to display a Radiant Demeanour
?? Repeat key points of what the customers’ needs are (emotional selling points)
?? Remember what the customer needs and pain points are (write them down)
?? Be Courteous and build professional Rapport in both online and real world meetings
?? Regulary use the customer's name which gives a good feeling overall - this was one of the key lessons from the book 'How to Win Friends and Influence People'. It appeals to peoples' egos and makes them feel important.
?? Be conversational, break the ice and engage in pleasant small talk
?? Treat others as you would like to be treated
?? Use please when asking for information, use thank you when they provide information
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?? Tell your prospects and clients why we’re asking for information (THE WHY)
?? Always show humbleness, sincerity, interest and willingness to help
?? Be Friendly and Make the job fun! This rubs off on the customer and creates positive vibes
?? Meet & Greet and acknowledge everyone in both face-to-face and virtual meetings
?? Verbal greeting in on-site meetings should include proper eye contact and a firm hand shake etc.
?? Acknowledge and respect clients' valuable time and the effort they are making to spend their precious time with you
?? Always Introduce yourself to new prospects or new business associates (who are you and what role you will be playing in their care) and don't assume they already know a lot about you
?? Positive Energy consists of the right tone of voice & body language
?? Try to learn a bit about inflection & projection of your tone of voice
?? Your Body Language often projects whether you care or don’t care, so be wary of that.
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